Insight Category: Case Studies

Videos | September 20, 2023 | 13 min video length

How Pillsbury Intelligently Builds Direct Relationships with Families

About This Webinar

From pets to parents, General Mills brands makes the food that brings joy to families all around the world. In this session David Schey, SVP of Customer Experience at Zeta and Erica Reid, Manager of Data Strategy at General Mills talk about how one of those iconic brands, Pillsbury is using Zeta’s unique proprietary insights to build direct relationships with families from the grocery shelf to their homes.

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Case Study

How Polkomtel Enhanced Contact Center Efficiency to Boost Close Rate by 200%

Polkomtel Sp. z o.o. is the leading telecommunication operator in Poland, providing services under Plus brand. The company is the leader of 5G technology using state-of-the-art telecommunication solutions in developing services for its customers. It is a part of the Polsat Plus Group, the biggest media and telecommunication group in Poland providing mobile, pay TV and Internet access to over 5.6 million contract customers.

The Results

By partnering with Zeta to increase contact center efficiency with real-time data, PLUS was able to improve close rate and customer service while elevating marketing performance and boosting conversions.

Impact
200%
Increase in Close Rate
300%
Increase in Transaction Volume

The Challenge

Improve Contact Center Efficiency

PLUS, a leading mobile phone network operator in Poland, was struggling to make their marketing program and contact centers more efficient. To remain competitive and hit their aggressive growth targets they needed to increase lead generation, but their existing marketing technology proved inadequate as they struggled to create a cohesive view of the customer journey and leverage real-time data for effective lead qualification.

The lack of a unified customer view posed a substantial challenge for PLUS, as it hindered their ability to understand customer behavior and preferences holistically. Often it would take the team up to two days to effectively qualify a lead and call them back, decreasing the overall close rate and causing potential customers to lose interest or seek alternatives. Recognizing the need to streamline their processes and shorten the time between lead conversion and contact, PLUS knew they needed to make a change.

The Solution

Address the Most Qualified Profiles

Through a strategic partnership with Zeta, PLUS achieved significant improvements in their contact center operations and revenue generation. By leveraging Zeta's AI-Powered Marketing Cloud, the telecom company was able to successfully identify highly qualified profiles and more effectively prioritize their incoming leads. This enabled them to target potential customers visiting their website in real time, based on their position in the path-to-purchase.

PLUS also leveraged Zeta's data and onsite interaction capabilities during the abandonment process for existing customers. The PLUS team proactively reached out to these customers, helping guide them through the purchase process. PLUS was also able to enhance their CRM system by integrating actionable insights derived from their customer data, which helped inform their outbound calling efforts. As a result, they now plan to proactively engage with customers who are approaching their renewal period.

By utilizing Zeta's robust scoring model, PLUS was able to analyze site engagement and accurately predict the likelihood of conversion in real time, leading to a 200% increase in conversion rates from their contact center. Average time to call back also decreased from days to minutes, helping to increase the volume of transactions by a staggering 300% compared to their previous processes.

Increase Marketing and Operational Efficiency with Zeta

Accurately determine the interest, engagement, and likelihood of conversion of individual consumers with Zeta’s AI-based Marketing Cloud. To discover how Zeta can help harness the power of data-driven engagement and drive incremental revenue, contact your dedicated Zeta Sales or Account Representative today.
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Case Study

How Toyota Increased Conversion Rates by 360% with Individualized Omnichannel Engagement

Toyota is a Japanese multinational automotive manufacturer based in Japan. Producing 10 million vehicles per year Toyota works every day to apply and share their know-how in ways that benefit people, the community, and the planet in order to build a better tomorrow.  

The Results

By partnering with Zeta and implementing AI-based omnichannel engagement, Toyota was able to better engage potential buyers, increase leads to dealers, and boost car sales.

Impact
87%
Higher Click-Through Rate
360%
Higher Conversion Rate

The Challenge

Boosting Leads for Toyota Dealers

Toyota was having trouble capitalizing on traffic to its manufacturer website. They were getting a huge number of consistent visits but funneling that traffic to local Tier 2 and Teir 3 dealers was difficult with their current marketing technology. They simply lacked the capability to connect campaigns across different channels, meaning that when someone left their manufacturer website without visiting a dealer site, it was difficult to continue to communicate with them across other digital touchpoints such as email, display, and social.

Furthermore, when leads did make it to dealers, it was challenging to determine channel attribution and gain a comprehensive understanding of overall marketing performance. Dealerships also had trouble leveraging their data from internal DMS systems for remarketing purposes, making the car buying experience feel disjointed and impersonal. To achieve their growth targets, Toyota knew they needed a transformative change in their marketing approach.

The Solution

Creating Individualized Omnichannel Experiences

To address their marketing technology challenges and enhance their omnichannel strategy, Toyota decided to implement a pilot project with Zeta. Their goal was to more effectively identify visitors to their manufacturer site and funnel them to Teir 2 and Teir 3 dealers. By leveraging Zeta's AI-Powered Marketing Cloud, Toyota unlocked unknown-to-known matching and intelligent retargeting, which enabled the team to link unknown site visitors to identities known to Zeta for targeting in other channels. Now when a visitor left the manufacturer site without converting, Toyota could retarget them across email, social, and display to push them towards a local dealer site.

Zeta also played a big role in how dealers facilitated conversations with potential buyers. By pulling customer data from the dealer DMS system and combining it with real-time behavior and conversion data from the Zeta Cloud, dealerships were able to create a comprehensive view of the customer and determine where they were in the buying process. By presenting tailored advertisements featuring each customer's desired vehicle, Toyota effectively nurtured non-converters and encouraged them towards an eventual purchase. This synchronized approach during the pilot project resulted in a 360% increase in high-quality sales leads generated from existing website traffic, resulting in more clicks and more conversions for dealers.

Increase Omnichannel Engagement with Zeta

Accurately determine the interest, engagement, and likelihood of conversion of individual consumers with Zeta’s AI-based Marketing Cloud. To discover how Zeta can help harness the power of data-driven engagement and drive incremental revenue, contact your dedicated Zeta Sales or Account Representative today.

Case Study

How Samsung Leveraged Intent-Based Segmentation to Increase ROAS by 33%

As one of the world’s leading manufacturers of consumer electronics, Samsung is driven by an unyielding passion for excellence and an unfaltering commitment to develop the best products and services on the market. That passion and commitment is why Samsung builds more televisions and mobile phones than any other brand on the planet.

 

The Results

To reach in-market customers with more relevancy and efficiency, Samsung turned to Zeta to build and target more valuable audiences through a highly focused, multi-channel campaign.

50%
increase in click rates for direct orders
220%
Increase in click rates for add-to-cart actions
33%
increase in ROAS vs classic segmentation

The Challenge

Difficulty Identifying High-Intent Prospects Leads to Wasted Media Spend

In the fiercely competitive direct-to-consumer smartphone industry, Samsung is continually searching for innovative ways to outperform its rivals and expand its market share. To achieve their lofty growth goals, the marketing team sought to develop a cost-effective retargeting program that utilized real-time website activity to deliver personalized messaging and promotions across channels. Unfortunately, they struggled to accurately identify and target individual consumers based on their level of interest, engagement, and conversion likelihood which hindered their ability to implement strategic audience segmentation across their paid media channels.

The Solution

AI-Based Segmentation Accurately Determines Likelihood of Conversion

To solve their segmentation issues, the marketing team at Publicis Media, on behalf of Samsung, turned to Zeta for help. By leveraging Zeta's AI-powered audience scoring model, which combines data from the Zeta Data Cloud with real-time pixel data from Samsung’s website, the team was able to accurately determine the interest, engagement, and likelihood of conversion of individual consumers. This unprecedented level of granularity allowed Samsung to leverage intent-based audience segmentation across all paid media channels.

With Zeta’s help, Samsung was able to reach highly engaged, in-market customers at the moment they were most likely to convert, with personalized messaging and promotions tailored to their individual interests and needs. This approach proved highly effective, resulting in improved efficiency and effectiveness of Samsung’s marketing efforts. Compared to their previous segmentation strategy, Samsung experienced a substantial lift in ROI and conversion rates, including a 33% increase in ROAS and a 220% increase in “add to cart” actions.

Increase Marketing and Ad Spend Efficiency with Zeta

Accurately determine the interest, engagement, and likelihood of conversion of individual consumers with Zeta’s AI-based audience segmentation. To discover how Zeta can help harness the power of data-driven engagement and drive incremental revenue, contact your dedicated Zeta Sales or Account Representative today.

Case Study

Generali Logo

How Generali Leveraged AI-Based Website Individualization to Increase Close Rates by 24%

Generali Poland, a part of the renowned Generali Group, is a leading insurance provider offering comprehensive solutions tailored to customers' needs. With a rich history dating back to 1831, Generali operates in over 50 countries with 82,000 employees serving 68 million customers worldwide. In Poland, Generali offers a wide range of insurance products, including car, home, business, life, and agriculture insurance, as well as pension and investment funds, through its trusted brands such as Generali, Proama, and Generali Agro.

The Results

By partnering with Zeta and implementing AI-based omnichannel marketing, Generali and their agency, Media & Leads Polska, were able to deliver an enhanced digital experience that echoed their values, increased online engagement, and generated highly qualified leads.

Impact
24%
Increased conversion rates
100's
of sales-ready leads

The Challenge

Fragmented Technology and Low-Quality Leads

Generali Poland was facing challenges with its marketing technology, hindering the team’s ability to create effective, engaging campaigns in previous years. Disparate data from a variety of tools rendered it virtually impossible to create a unified view of customers. This resulted in a disjointed multichannel communication strategy, lower-quality leads, and a prolonged sales process. To grow in the highly competitive insurance market, Generali knew they needed to find better solutions.

The Solution

AI-Based Individualized Website Experiences

After vetting multiple vendors, Generali implemented the Zeta AI-Powered Marketing Cloud to better engage their customers. To pilot the technology, Generali decided to focus on enhancing website activation with the goal of increasing lead quality. By leveraging Zeta's technology, Generali was able to eliminate their existing data silos to create a unified customer view and interact with website visitors in real time. Instead of relying on rules-based personalization, Generali crafted individualized experiences that changed depending on engagement levels and behavior, building immediate rapport with visitors through messaging and promotions that felt authentic.

Zeta's scoring engine and website personalization tools enabled Generali to activate their first-party data and scale across various insurance verticals, resulting in hundreds of sales-ready leads. Unlike their previous lead generation efforts, these leads were well nurtured and closed at a 24% higher rate, ultimately reducing time to close and driving more incremental revenue at an even quicker pace for the business.

Impressed by the exceptional quality of Zeta-driven leads, Generali's call center team expressed interest in sourcing similar leads for other business units, leading to discussions about incorporating additional modules from the Zeta platform. Looking forward, Generali aims to leverage AI-powered audiences for retargeting purposes across other channels to create individualized omnichannel experiences.

Unlock the Power of Data-Driven Engagement with Zeta

Experience the remarkable impact of omnichannel engagement with Zeta's revolutionary AI-powered marketing cloud. To discover how Zeta can help engage in-market customers faster and more efficiently to increase conversions and build meaningful relationships, contact your dedicated Zeta sales or account representative today.
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Case Study

How Rent-A-Center Increased ROI by 300% by Unifying Their Data and Streamlining Campaign Validation

Rent A Center Case Study

The Results

By implementing Snowflake and Zeta, Rent-A-Center has revolutionized their data management and analytics capabilities, streamlining their internal processes and decreasing campaign creation time. By unifying their data and leveraging real-time insights, Rent-A-Center can now make quick and efficient data-driven decisions, and deliver exceptional customer experiences that set a new standard of excellence for the retail industry.

Impact
$500K
average revenue lift for campaigns using Zeta Data
300%
lift in ROI after switching to Zeta

The Challenge

Time-Consuming Data Extraction and Transfers

Rent-A-Center, and their parent company Upbound Group, was facing a serious problem. Their marketing technology platforms did not sync well, which necessitated time-consuming data extraction and transfers. This hindered their ability to quickly validate their campaigns, resulting in slower creation, inefficient processes, and subpar customer experiences. Recognizing the need to enhance their competitive edge, Rent-A-Center made the decision to modernize their data management practices so they could effectively gain a deeper understanding of customer behavior and preferences to deliver standout buying experiences.

The Solution

Snowflake and Zeta Eliminate Time-Consuming Tasks and Improve Campaign Validation

Streamlining Data Extraction and Transfers Traditionally, data extraction and transfers are notorious for their time-consuming nature. However, with the implementation of Snowflake and Zeta, Rent-A-Center was able to eliminate these tedious processes. Snowflake Share enabled the team to seamlessly exchange data between various entities within the Upbound Group, eliminating the need for ETL and Reverse ETL functions. As a result, Rent-A-Center experienced a significant reduction in the time and effort required to transfer data between systems, making it fast and easy for the team to create a unified view of the customer.
 
Unifying Data for Behavioral Insights With data seamlessly flowing between their new Snowflake database and the Zeta Marketing Platform, the team at Rent-A-Center was finally able to unlock a real-time, unified view of customer behavior and purchase patterns. This unified approach to data management empowered Rent-A-Center to gain valuable behavioral insights more quickly, helping them identify repeat customers, reduce churn, and win back lost business.
 
Faster Campaign Validation This unprecedented visibility into customer purchase behavior enabled the team to build and execute innovative campaigns that leveraged real-time data and better engaged their customers. New campaigns powered by Zeta Data achieved, on average, $500K more than campaigns executed before their switch to Zeta, effectively increasing their marketing ROI by more than 300%. The team was also able to increase their speed to market, enabling them to create more campaigns, more quickly.
Unlock the Power of Data-Driven Engagement with Zeta
Eliminate time-consuming data extraction and transfers and create a seamless, unified view of your customers with Zeta's revolutionary AI-powered marketing cloud. To discover how Zeta can help engage in-market customers faster and more efficiently to increase conversions and build meaningful relationships, contact your dedicated Zeta Sales or Account Representative today.
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Case Study

How Carousel Games Leveraged AI-Based Audiences to Lower Costs and Increase Conversions by 65%

Carousel Casino Games started in 1996 as an offline casino with locations throughout Belgium. Following an amendment to the Gambling Act in 2010, Carousel became one of the first Belgian casinos to take legal gaming online with the creation of Carousel.be. Today, Carousel is one of the most successful, B+ licensed websites in the marketplace thanks to its compelling games, lucrative sweepstakes, attractive player promotions, and strong customer service.

Man looking at mobile game

The Results

By partnering with Zeta and implementing AI-based segmentation, Carousel was able to attract more players, increase average deposit value, and reduce acquisition costs.

Impact
70%
Decrease in CPL vs standard remarketing
65%
increase in conversions using Zeta AI-based audiences

The Challenge

Underwhelming Media Performance and Stagnating Returns

Carousel Games operates in the highly competitive market of online gaming. To stand out in a growing field of motivated competitors, attract more players and increase the average deposit value, the marketing team knew they needed to better leverage their data to understand how to be more efficient with their media dollars. Their existing technology limitations prevented them from achieving accurate audience segmentation across programmatic and social channels, which hindered their ability to target the right audience with the right message. This resulted in underwhelming media performance and wasted resources.

The Solution

AI-Based Segmentation to Predict Visitor Conversion in Real Time

To solve their segmentation issues, the marketing team at Carousel Games (along with their partner, Grava) turned to Zeta for help. By leveraging Zeta's AI-based audiences and proprietary scoring models, the team at Carousel was able to unlock an entirely new level of visibility into their data, enabling them to accurately segment their audiences. This allowed them to analyze site engagement and predict the likelihood of visitor conversion in real time, significantly improving the effectiveness of their marketing efforts.

The results of this new partnership were impressive. Carousel Games was able to successfully acquire more players, more easily, and through targeted communications, was able to persuade them to increase the value of their average deposit. By reaching highly engaged, in-market players in real-time, Carousel saw a 65% boost in player conversion rates. Additionally, the team managed to reduce their cost per lead by a staggering 70%, making their marketing efforts more efficient and cost-effective in a highly competitive marketplace.

Increase Marketing and Ad Spend Efficiency with Zeta

Accurately determine the interest, engagement, and likelihood of conversion of individual consumers with Zeta’s AI-based audience segmentation. To discover how Zeta can help harness the power of data-driven engagement and drive incremental revenue, contact your dedicated Zeta Sales or Account Representative today.
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Case Study

How Mitsubishi Motors Increased Sales by 18% with Omnichannel Engagement

Mitsubishi is a Japanese multinational automotive manufacturer based in Japan. Since the establishment of the Polish Mitsubishi branch in 1996, they have sold over 80,000 Mitsubishi cars. The brand is associated with the reliability of their cars and the high quality of service they provide to their customers.

The Results

By partnering with Zeta and implementing AI-based omnichannel engagement, Mitsubishi was able to better engage potential buyers, increase conversion rates, and boost car sales.

Impact
13%
Lift in Lead Acquisition
18%
Lift in New Car Sales

The Challenge

Elevate Engagement and Sales

To increase onsite conversions and support sales, the team at Mitsubishi knew they needed to overhaul their omnichannel marketing strategy. The company recognized the importance of leveraging real-time website activity to gain insights into customer engagement patterns and interests. However, their existing technology was unable to create a unified view of the customer, preventing the creation of a comprehensive view of the individual car buying journey.

As a result, Mitsubishi struggled to effectively target in-market customers on their website based on their position in the path to purchase. This hampered their ability to prioritize high-intent leads and coordinate messaging across all channels leading to a disjointed communication strategy. To overcome these limitations and achieve their marketing goals, Mitsubishi needed a new marketing technology solution that would enable a holistic view of the customer journey.

The Solution

AI-Based Omnichannel Marketing

To address their marketing technology challenges and enhance their omnichannel strategy, Mitsubishi and their agency, Media & Leads Polska, formed a strategic partnership with Zeta. By leveraging Zeta's AI-Powered Marketing Cloud and proprietary scoring models, Mitsubishi was able to activate their first-party data, combined with Zeta Data, and real-time pixel data, to analyze site engagement and predict the likelihood of visitor conversion in real-time. With Zeta, Mitsubishi was able to create truly individualized onsite messaging, targeting only the most engaged visitors across multiple channels throughout the car buying process.

By staying in front of highly engaged potential buyers Mitsubishi was able to stand out in the minds of customers, driving foot traffic to the dealership where the sales team could more effectively close a warm and nurtured lead. These targeted omnichannel campaigns based on AI-Powered segmentation, resulted in a 13.5% increase in online leads and an 18.4% growth in car sales while also improving marketing efficiency and decreasing wasted ad spend.

Increase Omnichannel Engagement with Zeta

Accurately determine the interest, engagement, and likelihood of conversion of individual consumers with Zeta’s AI-based Marketing Cloud. To discover how Zeta can help harness the power of data-driven engagement and drive incremental revenue, contact your dedicated Zeta Sales or Account Representative today.
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Create individualized experiences and drive outcomes throughout the customer lifecycle.
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Case Study

 

How the Sundance Catalog Overcame Inbox Placement Hurdles and Reinvigorated Email Subscribers

Robert Redford’s Sundance Catalog connects consumers with a collection of unique offerings—from apparel to jewelry—that reflect the beauty of the Wasatch Mountains and the diversity of the American experience.

The Results

To overcome challenges with inbox placement and form a deeper connection with their email audience, Sundance Catalog worked with Zeta to test an innovative tiered email structure. The three-week test delivered such a significant lift in deliverability, opens, clicks, and overall engagement that Sundance Catalog applied the strategy to all future email communications.

586%
increase in revenue
9%
increase in average order value
51%
decrease in total emails sent

The Challenge

Make Email a More Productive Marketing Channel

Sundance Catalog faced a pressing problem. They were encountering significant inbox placement issues with their ISP which was having a detrimental effect on their revenue and overall email program performance. The lack of engagement from less active subscribers was contributing to poor deliverability, creating a ripple effect that threatened to damage long-standing relationships with their most dedicated customers.

The Solution

A Tiered Approach to Email

To solve the inbox placement issues, the marketing team at Sundance Catalog turned to Zeta for help. Working collaboratively, the email team at Zeta helped architect a tiered email strategy that broke Sundance Catalog’s email list into smaller, more manageable subsets and focused efforts only on their most engaged, campaign-relevant recipients.

Subscribers were assigned to their respective tiers based on a combination of subscription tenure and email engagement, with the ability to move between tiers in real-time depending on behaviors like age of subscribe date, or open and click history. As a result, Sundance Catalog gained the ability to capitalize on their most engaged audiences without oversaturating the remaining recipients.

Engagement as a Conduit for Change

With Zeta's expert guidance, Sundance Catalog fixed their inbox placement issues and refined their email strategy by delivering tailored messages to the right shoppers at the right time. By strategically reducing send volume and prioritizing audience targeting, the brand concentrated their campaigns on highly engaged consumer recipients. This shift led to substantial year-over-year growth and a measurable reduction in the overall cost of their email marketing program, all without altering the content of the emails themselves.

Reinvigorate Your Email Program with Zeta

Breathe new life into your email program and better communicate with your customers with Zeta's revolutionary AI-powered marketing cloud. To discover how Zeta can help harness the power of data-driven email engagement and drive incremental revenue, contact your dedicated Zeta Sales or Account Representative today.
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Case Study

How The RealReal Boosted Conversions by 58% by Engaging In-Market Customers with Greater Speed and Efficiency

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods. With a rigorous authentication process overseen by experts, they provide a safe and reliable platform for consumers to buy and sell their luxury items. As a sustainable company, they give new life to pieces by thousands of brands across numerous categories in support of the circular economy.

 

The Results

By leveraging deterministic measurement paired with an integrated omnichannel marketing strategy, Zeta helped The RealReal successfully execute an individualized campaign across display, social, and email. Using real-time data and advanced targeting capabilities the team was able to increase ad spend efficiency and email engagement to effectively capture high intent, in-market customers.

58%
increase in conversions
25%
increase in email open rates
57%
increase in ROAS

The Challenge

Lack of Visibility into Real-Time Customer Engagement

The RealReal faced a critical challenge as they worked to accelerate their growth and optimize their marketing budget. The marketing team recognized the importance of obtaining a comprehensive understanding of their customers' preferences and interests, yet their existing tools lacked the ability to provide real-time insights on shopper engagement. The team needed a way to differentiate themselves in the minds of customers by creating meaningful 1:1 relationships before, during, and after their shopping experiences.

The Solution

Deterministic Measurement and Omnichannel Engagement

To help increase efficiency and accelerate growth, The RealReal partnered with Zeta. Leveraging the power of deterministic measurement Zeta was able to accurately track and attribute customer actions and behaviors across multiple channels and touchpoints. Through the use of explicit data points, such as email addresses and customer ID, The RealReal established a direct link between customer interactions and marketing outcomes, creating a new level of granular understanding into each individual customer journey.

These insights served as the foundation for strategic optimizations in messaging, content, and audience segmentation across earned and paid media channels. By personalizing their omnichannel messaging in real-time based on customer behavior, The RealReal was able to significantly boost their return on ad spend, increase email open rates, and foster individualized relationships with in-market customers. This data-driven approach empowered The RealReal to make informed decisions, better optimize their campaigns, and allocate their marketing resources more effectively.

Unlock the Power of Data-Driven Engagement with Zeta

Experience the remarkable impact of omnichannel engagement with Zeta's revolutionary AI-powered marketing cloud. To discover how Zeta can help engage in-market customers faster and more efficiently to increase conversions and build meaningful relationships, contact your dedicated Zeta Sales or Account Representative today.
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Grow the value of your customers over time with unique individualized experiences and next best actions fueled by predictive AI.

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