Over its 6-year journey, iQueen has served over a million members. However, as the number of members and products continue to grow, the team became aware that their existing member management methods will not be able to keep up with the increasing demand for personalized services. Desperate for solution, iQueen turned to beBit TECH, hoping to enhance their market adaptation through marketing automation and AI tools with a customer data platform.
By integrating OmniSegment's Customer Data Platform (CDP), iQueen was able to integrate data from their shopping site and communication channels (EDM, SMS, LINE, Facebook Messenger, etc.) into a single platform for a unified view. Offering flexible labeling automation, OmniSegment CDP helped capture iQueen's member behavior and preferences in real time, providing the team with comprehensive updates over all customer journeys.
Using the OmniSegment CDP, iQueen can precisely track member profiles, such as their engagement across channels, browsing and purchase history, campaign preferences, cart activity, inactivity interval, and estimated repeat purchase periods. OmniSegment CDP's 50+ built-in filtering criteria enabled iQueen to easily segment markets from millions of members. Besides increasing efficiency, the team was able to deliver personalized product and content recommendations to members for better customer experiences.
iQueen knew that their members have strong preferences towards beauty-related contents and KOL recommendations. iQueen wanted to achieve alignment between their contents and campaigns, and through the right communication channel and frequency, providing members with personalized engagement. Through OmniSegment CDP's customer journey scripts and marketing automation feature, iQueen was able to flexibly design marketing journeys for the next three months in just 20-30 minutes. This automation ensures the right content reaches the right audience at the right time, enhancing conversion rates.
Additionally, automated cart abandonment and birthday reminders through the OmniSegment CDP have been proven effective. With customizable reminder settings, iQueen could personalize reminders to members according to their purchasing behaviors, enhancing conversions over time.
With a large membership base, it was challenging for iQueen to fully understand individual customer behavior and preferences. Under professional guidance from beBit TECH's Customer Success Team, iQueen utilized OmniSegment CDP's AI Smart Delivery, where extensive data are processed using AI analytics and scientific modeling to predict and optimize the best timing and channels for message and campaign delivery. This AI-driven approach automatically identifies the right channel and time, ensuring campaign promotions are delivered to suitable market segments. This has helped iQueen in significantly reducing marketing costs and driving substantial revenue growth.
After implementing OmniSegment CDP, iQueen's checkout conversion rates increased by at least 25%. Despite fewer number of members identified through AI automation for suitable push notifications, it resulted in higher conversion rates, improving iQueen's overall ROAS (Return on Ad Spend). As such, the team was able to allocate their resources for more prominent tasks such as strategic planning, content creation, and product development, thereby enhancing overall brand value.
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