Case Study: Leading member-owned retailer cuts direct mail costs 50% and boosts digital engagement 20% with Alterian Real-Time CX Platform

How Alterian’s Real-Time CX Platform gave this member-owned retailer the journey data they needed to reduce costs and optimize customer success

Leading Retailing Company, a member-owned retailer, had no visibility into members’ interactions or journeys across digital and offline channels, so engagement decisions were based on assumptions and driving high costs—especially from print direct mail. To solve this, the retailer engaged Alterian and its Real-Time CX Platform to gain end-to-end journey insights and up-to-date member behavior data.

Alterian deployed Customer Journey Analytics and Real-Time Journey Orchestration to visualize touchpoint behavior, remove friction, and deliver individualized digital experiences in real time. As a result, Alterian helped the retailer reduce direct mail print costs by 50%, increase digital engagement by 20%, and raise customer satisfaction (CSAT) by 10% following an initial 12-week implementation.