SUCCESS STORY

Matahari achieves 356X ROI in four months with personalization

Matahari achieves 356X ROI in four months with personalization

48%

increase in CTR

356X

ROI in four months – online and offline revenue

328%

increase in email open rate
Challenge

Challenge

Matahari struggled to deliver relevant omnichannel experiences, with generic, low-performing campaigns, outdated mobile engagement, and manual workflows limiting personalization, efficiency, and revenue impact.

Solution

Solution

Matahari used Insider One’s CDP, App Suite, and Architect to unify data, automate journeys, and deliver personalized, AI-driven engagement across email, mobile, and web channels.

Result

Result

With Insider One, Matahari achieved a 328% increase in email open rate and a 356X ROI in four months – online and offline revenue.

ABOUT THE CUSTOMER

Founded in 1958, Matahari is one of Indonesia's largest and most recognized retail companies. It has become a major player in the Indonesian retail industry, with a strong presence in cities and towns across the country. Serving millions of Indonesians, Matahari provides a convenient shopping experience and has recently invested heavily in eCommerce and online shopping, allowing customers to shop conveniently from their homes.

INDUSTRY
Retail
SOLUTIONS
Smart Recommender
ESP
CHANNELS
Web
Email

SUCCESS STORY #1

Enhancing email performance and engagement

The Challenge

Matahari wanted to ensure it was delivering relevant experiences to customers whether they shopped online or in-store. Though it was sending out high volumes of emails, they were generic and lacked personalization and relevancy, resulting in low open rates and poor engagement. Matahari customers have a unique Membership ID they can use in-store and online, but the company wasn't using this data to power its email campaigns. We faced the challenge of low open rates due to sending a high volume of emails. Thanks to Insider One's help with personalizing our email strategy, we were able to double our open rates and increase engagement. Personalization has also helped us to develop stronger relationships with our customers." Senior Digital Marketer

The Solution

The Insider One team suggested Matahari overhaul its email marketing strategy and build more personalized campaigns to improve engagement. By unifying online and offline customer data into Insider One's CDP, they were able to implement precise segmentation and personalization strategies based on Membership ID data. This meant Matahari was able to deliver highly relevant content and offers to customers based on their behavior and purchasing history—wherever they shopped—ensuring a personalized experience that maximized engagement and improved open rates from 5-10% to 30%.

We faced the challenge of low open rates due to sending a high volume of emails. Thanks to Insider One's help with personalizing our email strategy, we were able to double our open rates and increase engagement. Personalization has also helped us to develop stronger relationships with our customers.

Senior Digital Marketer
Matahari

328%

increase in email open rates

SUCCESS STORY #2

Leveraging Insider One's App Suite to drive mobile engagement

The Challenge

Matahari wanted to overhaul its Mobile App strategy to drive more revenue and increase online engagement. However, as a relatively new team, they didn't know where to start with creating engaging mobile experiences. While they did have a push notification strategy for mobile, they recognized it was outdated and inefficient—and failing to deliver the results they wanted. These challenges were hindering Matahari's ability to engage effectively with its mobile app users. By leveraging Insider One's App Suite, we were able to revolutionize our mobile engagement strategy. With visually appealing app push notifications and automated triggers, we achieved higher user engagement and retention rates. The use of app segmentations allowed us to deliver personalized experiences to our app users, resulting in increased customer satisfaction and loyalty." Senior Digital Marketer at Matahari

Insider One’s App Suite helped Matahari redesign its mobile engagement, replacing outdated push notifications with visually rich, automated messages. Using advanced app segmentation, the team delivered personalized journeys that boosted user engagement, retention, and loyalty without increasing manual effort.

By leveraging Insider One's App Suite, we were able to revolutionize our mobile engagement strategy. With visually appealing app push notifications and automated triggers, we achieved higher user engagement and retention rates. The use of app segmentations allowed us to deliver personalized experiences to our app users, resulting in increased customer satisfaction and loyalty.

Senior Digital Marketer at Matahari
Matahari

356X

increase in revenue

SUCCESS STORY #3

Boosting efficiency with automated customer journeys on Architect

The Challenge

Like many marketers, Matahari was overstretched and wanted to optimized its processes to reduce the time and effort taken to launch campaigns. Manual processes for building omnichannel customer experiences were taking up a lot of time, and the Matahari team urgently needed to streamline this to improve operational efficiency. By leveraging Insider One's Architect, we were able to streamline and automate critical customer journeys. The automation of first transactions, new member emails, and payment notifications has significantly improved our operational efficiency and customer experience. With the implementation of engagement segmentations and A/B testing, we achieved impressive revenue growth and enhanced customer engagement." Senior Digital Marketer at Matahari

The Solution

The answer was Insider One's AI-driven journey orchestration tool, Architect. Matahari introduced automated workflows for new members of its Membership program, ensuring a warm and engaging welcome. Architect also seamlessly integrated with communication channels, including the brand's mobile app, Web Push, and API, to send automated payment notifications. These AI-powered journeys enabled the team to optimize customer interactions, maximizing the efficiency and effectiveness of its engagement strategy.

By leveraging Insider One's Architect, we were able to streamline and automate critical customer journeys. The automation of first transactions, new member emails, and payment notifications has significantly improved our operational efficiency and customer experience. With the implementation of engagement segmentations and A/B testing, we achieved impressive revenue growth and enhanced customer engagement.

Senior Digital Marketer at Matahari
Matahari

Before partnering with Insider One, we were struggling to transition our customers online. However, the expertise of the Insider One team has been clear throughout our partnership. We have not only automated and streamlined processes that used to consume considerable time and effort for our marketing team, but also seen improvements in our email campaigns, notifications, and app interactions. This has enabled a smoother and more engaging user experience—it's improved the lives of everyone!

Head of eCommerce Marketing
Matahari

Through a strategic partnership with Insider One, Matahari went through a full digital transformation to enhance its online presence and customer engagement. By leveraging Insider One's suite of solutions, including Web Push, Mobile Web Suite, App Suite, Architect, and Email, Matahari addressed the challenges of bringing offline customers to the online platform and creating a seamless omnichannel shopping experience to improve key metrics, drive revenue growth, and increase customer satisfaction

Head of eCommerce Marketing at Matahari
Matahari

Increased

efficiency

Removed

manual effort for campaign creation

Looking ahead

Looking ahead Looking ahead

Looking ahead

Looking ahead, Matahari is committed to providing the best omnichannel experience for its customers. As part of the team's future planning, Matahari is exploring the addition of WhatsApp to its tech stack to further enhance customer engagement by leveraging the world's most popular messaging app.

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