Case Study: How Subdued Scaled with Manago AI

Challenges:

Subdued faced significant challenges in scaling its brand to a major market player by enhancing customer experiences and reducing churn. The company needed a more strategic, omnichannel approach to engage customers at the right moments. It also struggled to create cohesive communication across various platforms and touchpoints. Additionally, brand’s ability to personalize interactions was hampered by the complexity of segmenting its customers based on behavior, geography, and transaction history. Overcoming these obstacles was key to stabilizing their customer base and driving long-term growth.

• Engaging Customers at the Right Moment: Subdued needed a more strategic approach to attract and communicate with customers across channels.

• Omnichannel Communication: They wanted to integrate various customer touchpoints.

• Segmentation Complexity: Subdued struggled to segment customers based on behavioral, geographical, and transactional factors.

Solutions Implemented with Manago AI:

To create a deeply personalized and seamless customer experience, Subdued implemented a range of tools through Manago AI. Personalized landing pages and tailored promotions were used to capture leads, while on-site personalization features like a personal shopping inbox and banners ensured that each customer felt individually catered to. Advanced segmentation techniques allowed Subdued to categorize customers by interests, behavior, and region, enabling precise targeting. Combined with automated, cross-channel campaigns—such as abandoned cart recovery and post-visit programs—this approach delivered a cohesive, omnichannel experience that resonated with every customer interaction.

• Lead Generation: Including personalized landing pages, birthday campaigns, and tailored promos.

• Automation Processes: Cross-channel abandoned cart recovery, welcome programs, and post-visit campaigns using advanced AI to predict churn and purchases.

• On-Site Personalization: Integration of a personal shopping inbox, banners, pop-ups, and a customer preference center to ensure customized communication.

• Advanced Segmentation: Categorization based on customer interests, preferences, behaviors, and regions, enhancing the personalization potential.

• Omnichannel Communication: A mix of dynamic emails, web pushes, pop-ups, and personalized inboxes, delivering seamless experiences across platforms.

Key Results:

The collaboration between Subdued and Manago AI delivered remarkable results. Customer engagement soared, with email open rates increasing by 50% and automation-driven emails outperforming mass emails, achieving a 110% higher open rate and a 388% boost in click-through rates. Revenue growth was equally impressive, as Subdued’s ROI reached 2065%, with half of its sales powered by automation. With automated workflows and advanced segmentation in place, Subdued was able to scale efficiently, relying on actionable insights from customer data to drive future expansion.

• Enhanced Engagement: Email open rates grew by 50%, while automation-driven emails outperformed mass emails with a 110% higher open rate and a 388% increase in CTR.

• Revenue Growth: Subdued’s ROI reached a staggering 2065%, with 50% of sales driven by automation.

• Efficiency in Scaling: With automated workflows and customer segmentation in place, Subdued could focus on future expansion, backed by actionable insights from customer data.

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Growth Partner: A Journey with Manago AI

Diving into partnership with Manago AI, Subdued started with basic automation and segmentation tools deployment, mastered it, quickly progressing through the phases of the digitally-fuelled business scaling. By moving from initial lead generation and basic workflows to highly personalized, AI-driven automation, they now successfully navigate an extremely competitive digital market.

This partnership allowed Subdued to:

• Optimize Conversion Rates: Through predictive analytics and personalized recommendations, resulting in higher engagement and reduced churn.

• Drive Revenue: Automated campaigns and omnichannel engagement became key growth drivers, allowing the brand to focus on scaling internationally.

• Enhance Customer Loyalty: Through personalized interactions tailored to each customer’s preferences, leading to a more satisfied and engaged customer base.

Subdued’s case illustrates how Manago AI’s scalable, AI-driven customer engagement platform helped the company attain its ambitious goals, grow across markets, and secure its position as a leader in personalized e-commerce experiences.

Customers speak

Our collaboration with Manago AI was born from the need to communicate automatically with our customers and segment them.

Initially, it was a challenge to integrate our e-commerce with the system. Thanks to our strong efforts and good cooperation with Manago AI we were able to activate automation processes, the solutions to increase the Lead Generation and customized tools for each customer directly on the site.

With Manago AI we can always keep our database clean and updated.

Our results are growing thanks to the commitment and advice of our Customer Success Manager and our team. 

Sonia Giorgini 

E-commerce Sales Manager