Oh Polly needed to streamline its fragmented marketing tech stack while boosting repeat purchase rates and customer lifetime value across its fast-moving fashion collections. The current approach was creating operational bottlenecks that hindered growth.

• Fragmented tool ecosystem = resource drain and missed opportunities. The team juggled Ometria for email, Insider for SMS, Wisepops for pop-ups, and TapCart for push notifications, preventing unified customer experiences.
  
• Time-intensive campaign creation = delayed launches and reduced agility. Traditional long-form lookbook emails required extensive linking and design work from both CRM and graphics teams, consuming 2-3 hours per campaign.
  
• Limited cross-channel personalization = suboptimal customer targeting. Without unified customer data, the team couldn’t deliver consistent, personalized experiences across email, SMS, and on-site touchpoints.
• Inefficient customer segmentation = wasted marketing spend. Manual segmentation prevented precise targeting based on channel preferences and customer behavior patterns.

11teamsports needed to launch a scalable loyalty program that would drive repeat purchases and increase customer lifetime value across multiple countries and brands.

• No loyalty program infrastructure = missed retention opportunities. Without a membership program, 11teamsports had no systematic way to reward repeat customers or incentivize higher purchase values across their 4.2 million customer base.
• Complex multi-country rollout requirements = operational challenges. Launching a loyalty program across 23 countries with different languages, currencies, and regulations required a platform that could handle localization and compliance at scale.
• Limited behavioral segmentation = poor targeting and lower engagement. Batch-and-blast email approaches couldn’t leverage customer transaction history, preferences, or behavioral data for personalized loyalty communications.
• Scattered customer data = missed cross-selling opportunities. Without unified customer profiles across brands and countries, the team couldn’t create cohesive loyalty experiences or track member behavior effectively.

For a brand centered on finding the right fit, one-size-fits-all marketing simply wasn’t an option for Thirdlove. The company needed a scalable way to deliver shopping journeys that were always relevant — if a customer’s size or shopping preferences changed over time, their experience needed to reflect those changes instantly.

To build these hyper-relevant experiences, Thirdlove needed to:

• Personalize communications in real time based on individual fit and size data.
• Create customer segments that reflect meaningful shopping behavior and purchases, not just static attributes.
• Sync these customer insights across Thirdlove’s entire marketing stack, ensuring every touchpoint is consistently personalized.