Room & Board turned to Monetate to leverage their rich customer data and large library of creative assets to implement a scalable AI-driven program, ultimately resulting in 80% higher conversion rates for R&B.

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RESULTS OF SWITCHING TO KIBO?

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lift in clicked engagements

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higher conversion

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higher AOV for engaged customers

ROOM & BOARDCUSTOMER PROFILE

Room & Board offers quality furniture and home furnishings on their website, and at several stores across the United States. The company offers high-quality products at reasonable prices, with clean modern designs and custom options that appeal to a wide range of customers. Their steadfast commitment to their products, combined with a rich omnichannel program, has created a large and loyal customer base that associates them with high quality.

THE CHALLENGE: GETTING TO SCALABLE PERSONALIZATION

With 17 different customer segments, and a need for individual messaging across those segments, personalization was a cumbersome and burdensome manual process for Room & Board. This, in turn, ended up limiting the scale of their program.

Room & Board’s Director of Business Intelligence John Schroeder knew that the company needed to improve their personalization efforts and turned to Monetate to build out a scalable program.

He wanted to ensure that:

  • The Room & Board team would be able to easily test and personalize
    new content, promotions, and offers
  • There would be an open-source technology element for ongoing
    customization
  • The setup would be agile enough to enable various team members
    to set up new campaigns and tests on a daily basis if necessary

“We wanted to be able to leverage our content library and our data in an environment that would set us up for scalable personalization success. Setting up the data in the Monetate system was so easy.”

John Schroeder
Director of Business Intelligence, Room & Board

THE RESULTS: SOPHISTICATED PERSONALIZATION AT EVERY LEVEL

Working together, Room & Board and Monetate identified several major opportunities for improvement. The combination of valuable customer insights from Room & Board’s robust data warehouse platform, as well as a wide variety of creative assets from their content library—let’s call it their “raw material”—offered a great opportunity to deliver scalable and automated personalization using Monetate’s AI.

Not only have Room & Board been able to increase the scale of their personalization efforts, they are seeing dramatic increases in performance across engagement, clicks, and conversions.

In the past 90 days, Room & Board has achieved:

  • 109% longer time on site for engaged customers
  • 80% higher conversion rate for engaged customers
  • 10% higher average order value for engaged customers

Monetate has also been helpful in delivering personalized experiences for customers even as Room & Board employees were working from home due to coronavirus. The technology made it easy for the team to optimize around the products in highest demand and offer the best level of service to engaged customers.