“FirstHive helped us drive an ROI of 20X from the campaign.., thereby significantly exceeding the expectations. Thereby improving visibility and creating a meaningful digital revenue stream during the period of the pandemic.”
The Results
A leading women apparel brand turned anonymous visitors into identities for upselling and cross-selling
This leading Indian women’s apparel company, with a portfolio of three segment-defining brands, caters primarily to urban women with high mobile adoption who seek to make a style statement at work, casually, and on special occasions.
With the deployment of FirstHive’s Customer Data Platform (CDP), they successfully created a unified single customer view, enabling them to:
- Identify and engage anonymous customers through the right communication channels
- Track and address cart drop-offs in real time
Discover how they enhanced customer identification and engagement.
Stalled upselling and cross-selling to anonymous visitors
The Problem & Challenges
This brand has been running digital campaigns for a reasonable period of time, but received limited success from their efforts. They were neither being able to tap the underlying potential of anonymized visitors nor being able to drive meaningful cross-sell and upsell programs. The challenges that interrupted their success has been:
- Personalized, customized communication to shoppers was non existent.
- Unable to tap into opportunities into a highly lucrative marketplace.
- To be able to ensure that the brand visibility and recall is improving for shoppers, thereby improving overall sales.
Intelligent Customer 360 view
Benefits
FirstHive created a unified single customer view journey for its end users. This helped them reach out to anonymous customers in a timely manner through the right communication channels. It also enabled real-time tracking and remediation of cart drop-offs. Overall, the benefits the client experienced includes:
- Intelligent Customer 360 view of all visitors and customers.
- An ROI of 20X from the campaign.
- A strong Customer Experience which over the long-term will resulted in better Cross-Sell and Up-sell opportunities.
- An increase in revenues from anonymous clients who would otherwise have not been successfully converted or nurtured.
- A reduction in cart drop-offs and improved retargeting with personalization, resulting in shorter end customer buying cycles and improving brand recall.
- Enabled an intelligent omnichannel approach for the brand, thereby improving visibility and creating a meaningful digital revenue stream during the period of the pandemic.
Create unique Customer 360 personas
The Solution
FirstHive leveraged advanced unification algorithms to create unique 360-degree customer personas for all visitors. These algorithms enabled personalized communication, reduced cart drop-offs, enhanced cross-sell and upsell opportunities, and, most importantly, identified anonymous shoppers to deliver tailored recommendations.
By integrating FirstHive’s Customer Data Platform (CDP) across multiple channels, the brand was able to engage customers at the right moment with personalized content, driving higher conversions and improved customer experiences.
Key Outcomes with FirstHive’s CDP Deployment:
- Enhanced ROI on digital campaigns, increasing from the existing 3X–4X range to a robust 10X–12X return.
- Optimized attribution window, reducing reliance on the market standard of 14 days and unlocking new opportunities with a 7-day attribution model.
- Increased cross-sell and upsell conversions, leveraging existing customer data to deliver a more personalized shopping experience.
20
ROI
360
customer view