Case Study: ARKANA Cosmetics achieves unified omnichannel personalization and streamlined CRM with User.com

An ideal case of weaving online & offline into one for each customer journey. The story of ARKANA COSMETICS an international seller of premium beauty products.

ARKANA is a Polish premium cosmetics manufacturer selling through brick-and‑mortar stores, an e‑store and a branded app. They previously relied on a different tool for tracking and personalization but lacked an integrated CRM, forcing them to juggle multiple apps, endure slow support and a non‑intuitive UI. To boost sales across retail and B2B segments and streamline team workflows they chose User.com for an all‑in‑one solution.

User.com delivered its platform — including CRM with pipeline management, advanced user tracking, automation (email, WebPush, pop-ups, live chat), and the User.com mobile SDK for MobilePush and in‑app messaging — backed by Customer Success and Premium Assistance. ARKANA consolidated tools, better matched phone-call notes with online behavior, sped up customer support and data handovers between office and field teams, and launched omnichannel campaigns while testing additional channels like SMS and in‑app messages.

ARKANA