SUCCESS STORY

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

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

20X

increase in sales via WhatsApp

400%

growth in WhatsApp opt-ins

>83%

of Delivery Rate
Challenge

Challenge

Clarins lacked direct communication with offline shoppers and a unified customer view, making it hard to personalize journeys or activate digital commerce.

Solution

Solution

Insider One made WhatsApp Clarins's official channel and automated customer service with chatbots, while also enabling real-time segmentation and personalization across messages.

Result

Result

Clarins achieved a "20X increase in sales via WhatsApp" and a "400% increase in WhatsApp opt-ins".

ABOUT THE CUSTOMER

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.

INDUSTRY
Retail – Beauty & Cosmetics
SOLUTIONS
Architect
CDP
Smart Recommender
CHANNELS
WhatsApp
Web Personalization
Email

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.

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
Clarins

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.

>83%

Delivery Rate

61.45%

Open Rate

3.60%

CTR

Looking ahead

Looking ahead Looking ahead

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.

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