Case Study: City Beach boosts retention and revenue with Emarsys

City Beach boosts email revenue 105% with Emarsys

City Beach, an Australian youth fashion retailer with over 70 stores, faced challenges with siloed customer data and an inability to scale personalized, omnichannel engagement. Their legacy system provided only batch-and-blast email capabilities, leading to data inconsistency, ineffective campaigns, and an inability to track marketing's impact on revenue. They partnered with vendor Emarsys, using its SAP Engagement Cloud platform, to build a complete view of the customer and execute a cross-channel retention strategy.

The solution from Emarsys consolidated all customer data into a single platform, enabling unified customer profiles and AI-powered personalization. Using SAP Engagement Cloud, City Beach automated key campaigns and integrated their loyalty program and point-of-sale systems. The results were significant, including a 105% year-over-year increase in email revenue, a 38% increase in active customers, and saving 48% of defecting customers through AI-driven win-back campaigns. Emarsys provided a single marketing solution that shifted the company's focus to long-term customer value and drove substantial revenue growth.

City Beach