RESULTS OF SWITCHING TO KIBO?
lift in clicked engagements
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
- 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.”
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.