Customer Case

Boosting their customer experience

conversion increase

38%

email channel revenue growth

250%

customer database in 12 months

The challenge

In 2018 Vitaminstore decided to restructure their data environment completely to prepare for a major strategic change towards omni-channel CRM. Being available to their customers at every touch point is what’s expected from a great retail brand. To achieve this, they decided to replace their existing CRM stack with a state of the art API integrated SaaS solution.

As they were growing, Vitaminstore had already identified the need to get all data into one place. With sources scattered between their POS system, ecommerce platform and a loyalty program database, running an effective CRM strategy and building seamless omnichannel customer journeys was next to impossible. GDPR imposed another challenge for the organization.

“We realized that there was a big gap between what our systems would allow us to do and our ambition to be an omni-channel leader in the food supplements segment. There was no way we would be able to achieve our goals with our previous marketing stack.”

“As an omni-channel retailer we are always looking to get the best possible understanding of what our customers want. The customer is, and have always been at the heart of our organization. But although every colleague at Vitaminstore aims to put the customer first in all their decisions, we realized we did not always know what they wanted. We simply did not have the full picture.” Says Loek Bosman, Omni-Channel Strategist & Consultant at Vitaminstore.

“We knew this needed to change in order for us to keep serving our customers with relevant, up-to-date and cross-channel information and offers. The next step was to make our data visible and, most importantly: actionable.”

Voyado’s ability to serve as our central data platform with a user interface designed for marketers allows us to strategize in the morning and execute campaigns in the afternoon.

Loek Bosman, Omni-Channel Strategist & Consultant at Vitaminstore

The solution

Vitaminstore discovered Voyado during an event and quickly realized that it could meet all the requirements at a lower cost by replacing their existing platform. They decided to completely stop an ongoing implementation of another CRM system.

“What became very clear during the demo is that Voyado has everything that is needed for CRM and loyalty in one user-friendly environment. The fact that during the demo all questions about functionality were quickly shown without hesitation was also very convincing. Voyado’s ability to serve as our central data platform with a user interface designed for marketers, allows us to strategize in the morning and execute campaigns in the afternoon.”

Once Vitaminstore had decided to onboard Voyado, they were very eager to get it up and running as soon as possible. The implementation was managed by Voyado with support from the Dutch full-service partner DDretail. DDretail is based in the Netherlands and is led by two native Dutch experts with over two decades of experience in the CRM field. In addition to Voyado’s support team in Sweden, they offer that local support for Voyado’s Dutch customers.

“Together they did an excellent job, helping us understand how to phase out our previous stack and kickstart the onboarding of the new platform The intuitive user interface reduced training to a few hours instead of a few days. It continuous to amaze us how easy it is to execute our CRM strategy.”

Vitaminstore is now able to send out personalized newsletters and campaigns for the full omni-channel customer journey in a matter of days instead of weeks. It increases the performance of the marketing team, making them feel proud about their achievements at the same time.

“The marketing automation section is also very helpful. The fact that marketers can set this up themselves is much appreciated plus the performance of the automated journeys is easy to monitor.”

The intuitive user interface reduced training to a few hours instead of a few days. It continuous to amaze us how easy it is to execute our CRM strategy.

Loek Bosman, Omni-Channel Strategist & Consultant at Vitaminstore

The result

Better AI driven product recommendations
Automated repurchase messaging
Better customer retention

“We can attribute this beyond doubt to the massive improvements in segmentation, insights and the AI engine. We gained a lot as a team using Voyado.” Says Loek Bosman, Omni Channel Strategist & Consultant at Vitaminstore.

In less than 2 months after implementing Voyado, Vitaminstore saw a 50% increase in email campaign revenue. This is primarily driven by better AI driven product recommendations.

Increase in open and click rates:

Compared to their previous email service provider there was a direct improvement.

Deliverability:

4.6% lower bounce rate.

Increase in member base:

The volume of the database nearly doubled in 12 months.

Revenue growth:

The email channel revenue contribution grew by more than 250% and conversions improved by 38%.

“We believe that with Voyado we are taking a step that not only our own team, but mostly our customers will thank us for. By allowing us to be personal at scale will ensure that we can have meaningful and relevant conversations with our customers. We can be there whenever they need us to be.”

Are you also looking for a way to organize your customer data and optimize communication campaigns, to get truly personal with your marketing? Get in touch today to book a demo!

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