Success Story

How Solopress gained a 360-degree customer view and achieved a 99.3% delivery and 50% email open rate with Insider

Architect
Email
SMS

99.3%

email delivery
rate

50%

email open
rate

22,000

opt-ins for
Email and SMS

Industry

Other

Category

Personalization
Cross-Channel Marketing
Marketing Automation
CDP

Channels

SMS
Email
Cross-Channel

Solutions

Architect

Insider’s innovative solutions have hugely helped us elevate our marketing strategy at Solopress. By consolidating our data into Insider’s CDP, we’ve removed siloes and gained a comprehensive understanding of our customers. With a 99.3% delivery rate and a remarkable 50% email open rate, Insider is not just helping us send messages, but craft personalized experiences that resonate deeply with our audience.

Head of Marketing

Executive summary

By leveraging Insider’s CDP, Solopress successfully managed data for over 1 million user profiles within a single platform, unlocking insights to deliver a more personalized marketing strategy. It then expanded its communication channels with Insider’s Architect and Call an API features to include Email, SMS, and offline touchpoints.

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About Solopress

Solopress is the UK’s most trusted printer with more 5-star Trustpilot reviews than any other UK print company. It has provided high-quality print since 1999, with a team of experts dedicated to delivering outstanding results. Solopress prides itself on its commitment to customer service and the environment.

Why Insider?

The brand chose Insider because of its comprehensive personalization solutions. Insider consolidates Solopress data from various sources like the website, production data, and customer information to create a unified customer profile in a single platform. With Insider, Solopress can analyze marketing opportunities and create segments based on different criteria. It can also run marketing campaigns seamlessly across multiple channels, including Email and SMS, and use Insider analytics to understand campaign performance.

USE CASE #1

Unifying siloed data to gain a 360-degree view of every customer in one place

The challenge

Solopress struggled with data scattered across different platforms. This fragmented data landscape hindered its ability to understand customers holistically and deliver personalized experiences effectively.

The solution

Solopress unified its data with Insider’s Customer Data Platform (CDP). By easily integrating Insider with its existing systems, it was able to create a single customer profile on a single platform. This allowed the marketing team at Solopress to aggregate data from multiple touchpoints and achieve a comprehensive understanding of their customer’s behavior, preferences, and interactions.

Insider’s CDP allowed Solopress to successfully store data for over 1 million user profiles, gaining access to detailed information such as job roles, NPS scores, account manager assignments, company types, as well as website engagement metrics like pages visited, emails opened, and clicked. This consolidated view of customer data empowered Solopress to personalize its marketing efforts, improve customer segmentation, and enhance engagement.

The results

A 360-degree
view of customers

By consolidating our customer data into Insider’s CDP, we’re finally able to remove data siloes and get a true understanding of our customers.

Paul Garrett
Email and ECRM Manager

USE CASE #2

Leveraging Insider’s advanced Email suite to drive a 50% open rate and 99.3% delivery rate

The challenge

Solopress knew that sending generic, one-size-fits-all communications due to its limited email segmentation capabilities was damaging customer engagement. It needed a martech partner that could effectively segment customers at scale and send personalized emails based on specific needs and intent.

The solution

Using Insider’s CDP, Solopress was able to categorize customers into distinct segments, such as Solopro (for pro customers) and high-value customers, and deliver tailored experiences for each. Solopress leveraged Insider’s Call an API feature within Architect to seamlessly route them to the accounts team for a personalized follow-up.

Solopress then used Insider’s advanced Email capabilities to personalize emails based on engagement levels and customer segments, conducting A/B tests on content variations to determine which messages resonated best with each customer segment.

By segmenting customers effectively and delivering personalized emails tailored to their needs, we’ve seen remarkable results, including a 50% open rate, 1.6% click-through rate, and a 99.3% delivery rate. Insider has empowered us to connect with our audience more meaningfully, which shows in these impressive results.

Paul Garrett
Email and ECRM Manager

The results

50%

open rate

1.6%

CTR

99.3%

delivery rate

USE CASE #3

Boosting engagement with a multi-channel approach powered by Architect and Call an API

The challenge

Solopress had been relying solely on emails for customer communication, limiting its ability to engage with customers across multiple touchpoints and channels. This approach hindered its efforts to effectively reach and connect with its audience, potentially missing out on opportunities for personalized interactions and relationship-building.

The solution

By leveraging Architect, Insider’s journey orchestration tool, Solopress expanded its communication channels to include SMS. It also integrated additional offline touchpoints thanks to Insider’s Call an API feature to collect and trigger offline interactions, such as assigning key clients to account managers for personalized follow-up calls.

The results

22,000

customers now reachable
via Email and SMS

50%

of the overall reachable
database now consists of SMS

Summary

Solopress’ multi-channel approach of incorporating Email, SMS, and offline touchpoints into its journey orchestration strategy enabled the brand to better connect with customers and build more personalized interactions. This has helped the
team build stronger customer loyalty by ensuring every interaction is relevant, timely,
and perfectly tailored to the recipient.

Looking ahead

Solopress is exploring Smart Recommender to enhance its onsite recommendation strategy and improve conversion rates and product discovery. It also wants to expand to more channels, such as paid ads, and add even more SMS customer journeys to its marketing strategy.

Favorite feature

Architect

The brand’s favorite Insider feature is Architect, which has allowed the marketing team to seamlessly automate customer journeys across Email, SMS, and Call an API.

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