Enhancing Shoppster's Omnichannel Strategy with Emarsys

The Challenge

Before partnering with Emarsys, Shoppster, a key player in the Southeast European e-commerce market under United Group, encountered several challenges. The competitive landscape was intensifying with the entry of global players like Temu. Customers were increasingly expecting hyper-personalized experiences and seamless communication across all touchpoints. Shoppster struggled to maintain consistent and automated omnichannel communication, which hindered their ability to engage customers effectively and retain them. The need for a robust solution to unify their strategy across e-commerce, social media, and physical retail became imperative.

The Solution

Recognizing the need for a comprehensive solution, Shoppster turned to Emarsys, an award-winning customer engagement platform renowned for its advanced automation and personalization capabilities. Emarsys's tools enabled Shoppster to optimize their omnichannel strategy by automating personalized marketing campaigns and ensuring consistent communication across all channels. Marko Crnković, eCommerce Development Director at Shoppster, remarked, 'Working with the FrodX team is a pleasant experience and their approach differentiates from others. Their expertise and proactive approach are evident in our daily cooperation. They take the time to thoroughly understand our challenges and provide actionable recommendations, ensuring we were prepared for success. I would highly recommend FrodX as a partner for any organization looking to improve their customer engagement and drive meaningful results.' Emarsys helped Shoppster leverage automation tools to create a seamless shopping experience across multiple channels, including e-commerce, social media, and physical retail.

The Results

The implementation of Emarsys's tools yielded impressive results for Shoppster. They experienced a significant boost in customer retention and engagement, with 27% of churning customers won back. Conversion rates across digital and physical touchpoints saw a marked increase, contributing to a 14% higher average order value. Marketing efficiency improved notably, with 48% of revenue attributed to automated tactics and 9+ revenue goal-oriented automated tactics implemented for two markets. These data-driven outcomes underscore the transformative impact of Emarsys on Shoppster's omnichannel strategy, highlighting the platform's ability to drive meaningful business results through automation and personalization.