Success Story

Global sportswear giant New Balance Boosts Repeat Purchase Rate by 35% and CLTV by 16% after switching to Insider One from Emarsys

Migration
Architect
Email

35%

increase in repeat purchase rate 

16%

increase in

CLTV

1

month launch time

for SMS campaign

Industry

Retail – Sports

Themes

Migration
Customer Engagement
Cross-Channel Marketing

Channels

SMS
Email

Tools

Architect
Email
Migration

“What a relief to finally have an intuitive marketing platform. We had no idea how much easier our lives would be after migrating to Insider One. The obstacles we previously faced around IT and delivery are now gone, and Insider One’s support team exceeded our expectations. It is clear that customer service is prioritized as much as the product.”

VP of ECommerce,

Executive summary

New Balance replaced Emarsys with Insider One to improve cross-channel journey orchestration and customer engagement. After the migration, the team gained greater control over campaign creation and execution. This resulted in a 35% increase in purchase rate and an 16% increase in CLTV while reducing IT dependency and improving speed to market.

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About New Balance

New Balance is a global sportswear brand known for performance footwear and apparel. With a strong focus on quality, innovation, and customer experience, the brand continues to invest in technology to deliver relevant, engaging journeys across digital channels.

Why Insider One?

Long campaign launch cycles in Emarsys were draining New Balance’s marketing and IT resources. The brand needed a platform that could simplify cross-channel execution and replace a fragmented stack with one unified solution.
Peers kept recommending Insider One as the all-in-one platform that could do the job. Strong analyst recognition, responsive customer support, and a contract buyout that eliminated financial risk made the switch an easy decision

SUCCESS STORY #1

Insider One’s customer success team outperforms Emarsys’ with 24/7 support

The challenge

After SAP acquired Emarsys, support quality dropped fast. New Balance dealt with slow response times, inefficient communication, and was charged for individual support requests that disrupted campaign execution and drove up costs. Support fees and add-ons kept stacking up, frustrating marketers who just wanted to do their jobs.

The solution

New Balance selected Insider One for its enterprise-grade customer support and migration expertise. Insider One worked closely with all stakeholders through weekly project check-ins, regular technical workshops, and monthly steering committee meetings to ensure a smooth transition, preserve data integrity, and minimize downtime. Automated migration enabled the team to fully migrate their email program to Insider One within 6 weeks. With guidance of the onboarding expertise, New Balance managed to launch its first SMS campaign within one month. The best part? Migration, onboarding, and ongoing support were delivered at $0 extra cost.

The results

1

month SMS campaign launch time

6

weeks of full email migration completed

60%

quicker migration time than projected

SUCCESS STORY #2

35% increase in repeat purchase rate following migration from Emarsys to Insider One

The challenge

Emarsys limited New Balance’s ability to build targeted journeys across channels. The absence of an email builder and reliance on IT slowed campaign creation, making even simple initiatives costly, time-consuming, and difficult to scale.

The solution

Insider One recommended Architect to enable cross-channel journey orchestration. The intuitive email builder and no-code workflows allowed marketers to launch personalized journeys independently. Over six months, AI-driven customer journeys with personalized content like product recommendations improved user engagement and conversion across channels, leading to a 35% increase in repeat purchase rate compared to the control group and a total 16 % increase in CLTV.

The results

35%

increase
in repeat purchase rate

16%

increase in CLTV

Summary

New Balance joined the $0 Migration Movement™, migrating with zero risk and full confidence. By switching from Emarsys to Insider One, New Balance simplified its marketing operations and improved execution speed. Strong customer support, fast migration, and intuitive journey orchestration enabled measurable gains in repeat purchase rate and CLTV while reducing IT dependency. Insider One proved to be a reliable partner for scalable, high-impact customer engagement.

Looking ahead

New Balance plans to expand by adding Smart Recommender to its journeys, delivering more relevant product recommendations and strengthening customer loyalty across messaging channels. Flexible terms let New Balance scale without long-term lock-in.

Favorite feature

Architect

New Balance’s favorite feature is Architect, which enables simple, scalable cross-channel journey orchestration. Its ease of use and extensive channel support transformed campaign execution and improved key performance metrics.

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