Case Study: Urban Outfitters doubles message open rates and boosts re-engagement with AppBoy

How Urban Outfitters Reaches Customers When They Want to Be Reached

Urban Outfitters is a youth-focused retail brand selling curated clothing, home goods and media through its website, mobile apps and hundreds of stores. Faced with the challenge of cutting through mobile clutter (the average smartphone has 119 apps) and reaching customers with timely, relevant promotions and event info, the brand needed a way to communicate when users were most likely to engage.

Urban Outfitters partnered with Appboy to run segmented, multichannel campaigns (push, email, in‑app, news feed) and used Appboy’s Intelligent Delivery send-time optimization to hit each user’s high-engagement windows. The approach doubled message open rates across channels, increased engagement among users inactive for three months by 94% and lifted one-week retention for male loyalty members by 138%, while delivering more relevant outreach at convenient times for customers.

Urban Outfitters