Case Study: PharmaPets achieves higher customer loyalty and revenue with Twilio Segment

PharmaPets enhances customer loyalty and increases revenue with personalised engagement

PharmaPets, a leading online pet pharmacy, struggled to turn scattered customer data from tools like Google Analytics, Facebook Pixel, and its e-commerce platform into meaningful, personalized engagement. The company wanted to move beyond transactional interactions and improve loyalty, conversions, and retention with Twilio Segment.

Twilio helped PharmaPets unify customer data in Twilio Segment, enabling real-time insights, automated journeys, and personalized messages across channels. As a result, PharmaPets reported a 15% increase in conversions, a 10% boost in customer retention, and customer loyalty rising from 68% to 77% of customers returning within 12 months.

PharmaPets

Jan Coddens

CRM & CDP Manager