Success Story

Clarins México drives 20x WhatsApp sales growth and boosts digital net sales by 8% in two years with Insider One

Architect
WhatsApp
CDP

20X

increase in sales via WhatsApp

400%

growth in WhatsApp opt-ins

>83%

of Delivery Rate

Industry

Retail – Beauty & Cosmetics

Themes

Cross-Channel Journeys
Unified Customer Database
Integration & Onboarding

Channels

WhatsApp
Web Personalization
Email

Tools

Architect
CDP
Smart Recommender

“Insider One’s WhatsApp integration completely transformed our digital strategy. By automating customer service and commerce flows, we achieved a 20x lift in WhatsApp-driven revenue and a 400% increase in opt-ins while integrating data for end-to-end personalization. We now deliver highly relevant campaigns, driving real-time engagement and ROI that far exceeds our previous results. Insider One’s versatile platform is now essential to our omnichannel journey.”

Joselyn Toledo,
Marketing Communication Executive

Executive summary

Clarins México partnered with Insider One to build deeper customer loyalty and accelerate its digital transformation. Using WhatsApp marketing and MindBehind chatbot automation, the brand created personalized experiences that scaled with demand.. Launching WhatsApp as an official channel drove a 20x increase in sales and a 400% jump in opt-ins, while boosting digital’s contribution to net sales by 8%. Insider One consolidated fragmented data, making it possible to deploy targeted campaigns across channels and activate audiences in real time. The platform also helped Clarins reach new users with targeted benefits and launch loyalty campaigns via WhatsApp, delivering measurable and immediate results in Latin America’s competitive beauty market.

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About Clarins

Clarins is an iconic beauty and cosmetics leader in México, renowned for luxurious skincare and wellness products. Operating via digital commerce and offline retail points, Clarins serves a broad audience through innovative campaigns that unite global quality and expertise with local market insights.

Why Insider One?

Clarins México selected Insider One to overcome the lack of direct, highly converting communication with customers. The platform’s advanced segmentation and seamless WhatsApp and MindBehind deployment enabled Clarins to activate digital commerce and personalize every interaction. By optimizing campaign results in real time across WhatsApp, Clarins accelerated growth, reduced operational bottlenecks, and achieved measurable business impact in less than two years. Insider One’s WhatsApp marketing and chatbot automation made it the clear partner to power their growth and loyalty strategy in beauty retail

success story #1

Establishing WhatsApp as a Strategic Digital Channel

The challenge

Clarins lacked a direct communication channel with offline shoppers, had no access to owned customer data, and faced obstacles in activating digital commerce without brand-owned boutiques.

The solution

Insider One made WhatsApp Clarins’s official communication channel, with automated chatbots handling customer service. The brand used WhatsApp to deliver campaigns for new user benefits, product launches, and special occasions, driving engagement and digital sales.

The results

400%

increase in WhatsApp opt-ins

8%

growth in digital contribution to net sales

20X

increase in sales
via WhatsApp

success story #2

Intelligent Segmentation & Personalization at Scale

The challenge

Clarins couldn’t fully understand customer behavior because their data was fragmented across systems. Without a complete view of each customer, they couldn’t personalize experiences or activate complex segments across digital channels.

The solution

Insider One gave Clarins real-time segmentation and personalization across WhatsApp, powered by MindBehind chatbots. Now they could deliver loyalty experiences and messaging tailored to each customer’s preferences and behaviors.

The results

>83%

Delivery Rate

61.45%

Open Rate

3.60%

CTR

Summary

Insider One empowered Clarins to unify communication channels, drive rapid digital sales growth, and deliver customized experiences across WhatsApp and other touchpoints. The partnership eliminated data silos and maximized campaign effectiveness, enabling both real-time engagement and measurable gains in CVR, CTR, and ROI in record time.

Looking ahead

Clarins plans to expand WhatsApp personalization and deepen cross-channel automation with Insider One, boosting loyalty, conversion, and lifetime value via next-generation customer journeys.

Favorite feature

MindBehind’s chatbot automation

Clarins’s favorite feature is MindBehind’s chatbot automation, which enables seamless customer interactions, personalized loyalty engagement, and efficient support directly through WhatsApp to greatly enhancing customer satisfaction and retention.

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