Infobip Case Studies Petpetgo: Enhancing Customer Engagement and Doubling Purchase Frequency with Omnichannel Solution

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	Petpetgo: Enhancing Customer Engagement and Doubling Purchase Frequency with Omnichannel Solution Infobip

Petpetgo: Enhancing Customer Engagement and Doubling Purchase Frequency with Omnichannel Solution

Infobip

Technology Category	Analytics & Modeling - Real Time Analytics Networks & Connectivity - RFID
Applicable Industries	Consumer Goods E-Commerce
Applicable Functions	Procurement Sales & Marketing
Use Cases	Behavior & Emotion Tracking Retail Store Automation
Challenge	Petpetgo, a leading pet supplies eCommerce company in Taiwan, was facing challenges in generating new revenue due to the increasing cost of Facebook advertising and limited exposure from dynamic ads. The company was also struggling with low return on advertising spend (ROAS) due to the rising purchase price of marketing content. Additionally, Petpetgo's mass emailing strategy lacked a proper content strategy and user engagement tracking capabilities, resulting in low open rates. The company recognized the need for a solution that would help them understand their customers better, set up targeted personalized campaigns, and gain real-time insights to optimize campaigns and messaging in response to shifts in consumer behavior and trends. Read More
About Customer	Petpetgo is a top-charting pet supplies eCommerce company in Taiwan. Founded in 2016, the company started as an e-commerce store selling pet supplies and providing consulting services and product recommendations based on the unique needs of pet owners and their pets. In less than five years, Petpetgo became the largest e-commerce brand for pet supplies in Taiwan, offering a choice of more than 1000 brands online. In 2019, Petpetgo joined Wonder Pets Enterprises Corporation, enabling it to successfully incorporate as an online and offline full services operator in Taiwan. Read More
Solution	To improve its Customer Relationship Management (CRM), Petpetgo adopted an omnichannel customer engagement solution, Moments, and a comprehensive customer data platform (CDP), People CDP. Moments offered advanced personalization and automation capabilities, enabling Petpetgo to build targeted campaigns, optimize customer interactions, and deliver personalized messages via SMS and email. People CDP allowed Petpetgo to manage its customer and inventory database with two tracking attributes: customer attributes and product attributes. Using these insights, Petpetgo could send three types of personalized messages to specific customers: notifications, educational messages, and promotional messages. The company could also segment each customer based on specific attributes such as purchasing behavior and customer journey stage, allowing for personalized marketing content depending on the customer’s loyalty status and interests. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Networks & Connectivity - RFID

Applicable Industries

Consumer Goods

E-Commerce

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Behavior & Emotion Tracking

Retail Store Automation

Challenge

Petpetgo, a leading pet supplies eCommerce company in Taiwan, was facing challenges in generating new revenue due to the increasing cost of Facebook advertising and limited exposure from dynamic ads. The company was also struggling with low return on advertising spend (ROAS) due to the rising purchase price of marketing content. Additionally, Petpetgo's mass emailing strategy lacked a proper content strategy and user engagement tracking capabilities, resulting in low open rates. The company recognized the need for a solution that would help them understand their customers better, set up targeted personalized campaigns, and gain real-time insights to optimize campaigns and messaging in response to shifts in consumer behavior and trends.

About Customer

Petpetgo is a top-charting pet supplies eCommerce company in Taiwan. Founded in 2016, the company started as an e-commerce store selling pet supplies and providing consulting services and product recommendations based on the unique needs of pet owners and their pets. In less than five years, Petpetgo became the largest e-commerce brand for pet supplies in Taiwan, offering a choice of more than 1000 brands online. In 2019, Petpetgo joined Wonder Pets Enterprises Corporation, enabling it to successfully incorporate as an online and offline full services operator in Taiwan.

Solution

To improve its Customer Relationship Management (CRM), Petpetgo adopted an omnichannel customer engagement solution, Moments, and a comprehensive customer data platform (CDP), People CDP. Moments offered advanced personalization and automation capabilities, enabling Petpetgo to build targeted campaigns, optimize customer interactions, and deliver personalized messages via SMS and email. People CDP allowed Petpetgo to manage its customer and inventory database with two tracking attributes: customer attributes and product attributes. Using these insights, Petpetgo could send three types of personalized messages to specific customers: notifications, educational messages, and promotional messages. The company could also segment each customer based on specific attributes such as purchasing behavior and customer journey stage, allowing for personalized marketing content depending on the customer’s loyalty status and interests.

Impact #1	The implementation of Moments and People CDP has significantly improved Petpetgo's marketing performance. The company has been able to send personalized messages to specific customers based on their attributes and preferences, enhancing customer engagement. This has resulted in an increase in customer lifetime value, rate of repeat purchase, and interaction rate. The purchase frequency has nearly doubled its original volume. Moreover, the company has reduced its reliance on Facebook advertising, reducing its advertising spend by up to 10%. This has not only helped Petpetgo save costs but also allowed it to focus more on engaging customers through personalized messages.

Impact #1

The implementation of Moments and People CDP has significantly improved Petpetgo's marketing performance. The company has been able to send personalized messages to specific customers based on their attributes and preferences, enhancing customer engagement. This has resulted in an increase in customer lifetime value, rate of repeat purchase, and interaction rate. The purchase frequency has nearly doubled its original volume. Moreover, the company has reduced its reliance on Facebook advertising, reducing its advertising spend by up to 10%. This has not only helped Petpetgo save costs but also allowed it to focus more on engaging customers through personalized messages.

Benefit #1	Doubled the purchase frequency
Benefit #2	Reduced advertising spend by 10%
Benefit #3	Increased customer lifetime value

Benefit #1

Doubled the purchase frequency

Benefit #2

Reduced advertising spend by 10%

Benefit #3

Increased customer lifetime value

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Overview

Petpetgo: Enhancing Customer Engagement and Doubling Purchase Frequency with Omnichannel Solution

Operational Impact

Quantitative Benefit