Case Study: Replacements, Ltd. achieves increased revenue and personalized customer experiences with Emarsys

Improved Customer Experience Through Increased Personalization Targeted Email Campaigns and Tracking Web Behavior

Replacements, Ltd., a 36-year-old specialty retailer with more than 11 million items and roughly $80M in annual sales, needed to bring its high-touch in-store and phone service to its e-commerce channel. Their in-house email and CRM systems were slow to deploy triggered campaigns, they couldn't track abandoned carts or browse behavior, and they wanted to use customer data and AI to deliver more targeted, personalized communications.

By adopting Emarsys (Smart Insight and Web Extend) Replacements automated and optimized email campaigns, tracked web behavior, and launched abandoned-cart and browse-abandonment programs. The changes cut campaign build time, lifted engagement (16% open rate among highly engaged customers, 20% in qualified segments), drove $101,000 in abandoned-cart revenue in four months and $26,000 from browse abandonment in three months, achieved a 13.9% abandoned-cart conversion rate, and delivered 100% ROI within weeks.

Replacements, Ltd.

Linh Calhoun

Chief Marketing Officer