Case Study: Blackberrys achieves 66X campaign ROI and 75% DND reach with Capillary Technologies' Engage+ & Loyalty

Blackberrys - Customer Case Study

Blackberrys, a leading Indian men's fashion brand with 1,100+ doors across 300+ cities, faced three key challenges: limited customer reach (up to 40% of customers opted for DND on SMS), difficulty re-engaging lost and lapsed customers, and no consistent way to track the impact of online promotions on offline sales.

By deploying Capillary’s Insights+, Engage+, and Loyalty+ platforms, Blackberrys launched personalized lifecycle journeys, a customized loyalty program with dynamic vouchering, and Social CRM that matched 75% of SMS users to social profiles to reach DND customers. Campaigns were tracked via coupon redemptions, delivering results — 75% of DND customers reached, a 3x higher campaign hit rate on social versus SMS, and a 66x campaign ROI for lapse/lost customer campaigns.

Blackberrys

Ramesh Kaushik

Vice President Brand Experience & Business Excellence