Challenge
Studio Moderna’s advanced customer experience programs rely on having robust communication options, actionable insights, transparent expenses overview, and a wide client-oriented reach.
By covering 20 destinations over multiple providers and using several different communication tools, the company found it difficult to manage the entire customer experience. This complex, multi-layered system made their jobs harder than they needed to be.
To continue being a leading omnichannel retailer, Studio Moderna wanted to unify their communications and improve their conversion rates while also reducing the costs of their campaigns.
Solution
Using Infobip’s web-based interface and global network, Studio Moderna was able to increase the reach and strength of their consumer engagement programs.
The Eastern European retailer was able to engage modern-day consumers with automated communications, reaching them across channels and devices, and catering to different habits over SMS, Viber, and Facebook Messenger.
Infobip’s web-based interface enabled the retailer to make informed decisions with deep campaign insights and reporting. As a retailer focusing on transparency at both ends of the spectrum, Studio Moderna now tracks costs per channel and creates custom charts with breakdowns per each country, month, and across all channels. Managing customer communication has boosted with automatic tracking of opt-ins and opt-outs.
Result
Using Infobip’s platform, Studio Moderna can now:
By introducing new communication channels and using easily accessible tools within Infobip’s web-based interface, the leading retailer experienced an increase in overall engagement, sales, and customer satisfaction, as well as reduced costs and churn throughout the process.
Leading omnichannel, multi-brand and direct-to-consumer electronic retailer in Central and Eastern Europe, with vertically-integrated network reaching more than 317 million consumers across 21 countries.
