SUCCESS STORY

How Somethinc switched from MessageBird to Insider One and achieved 95% chatbot automation

How Somethinc switched from MessageBird to Insider One and achieved 95% chatbot automation

95%

Chatbot automation rate

Challenge

Challenge

Somethinc's lean CRM team managed multiple beauty brands on a platform with no local support, forcing manual chatbot builds and fragmented WhatsApp and email journeys. Without a unified CDP, data remained siloed, limiting personalization and making it impossible to scale conversations efficiently across brands.

Solution

Solution

Somethinc migrated from MessageBird to Insider One, unifying chatbot, WhatsApp Marketing, WhatsApp Conversational, and email in a single platform. Backed by hands-on local support and a unified CDP, the team could orchestrate multi-brand journeys, build granular segments, and launch campaigns at scale without increasing headcount.

Result

Result

Somethinc achieved a 95% chatbot automation rate for Hint, WhatsApp campaigns with open rates of up to 90%, and a 50% average email open rate across 125 campaigns. A lean CRM team now executes sophisticated, multi-brand strategies that drive measurable improvements in engagement, CVR, and revenue.

ABOUT THE CUSTOMER

Somethinc is one of Indonesia's fastest-growing beauty brands, known for science-backed skincare and makeup innovations tailored to local consumer needs. Headquartered in Indonesia, the brand serves millions of shoppers through Somethinc and sister brands such as Hint, combining digital-first experiences with strong product innovation.

INDUSTRY
Retail - Beauty & Cosmetics
CHANNELS
Chatbot
WhatsApp
Email

SUCCESS STORY #1

Scaling seamless customer support with 95% chatbot automation

The Challenge

Somethinc's previous vendor offered limited functionality and no local support, forcing a non-technical team to manually build, test, and maintain every chatbot flow. This created slow iterations, operational strain, and made scaling conversations across brands difficult without compromising customer experience.

The Solution

Insider One's dedicated local and global support empowered Somethinc to migrate its chatbot ecosystem with minimal friction. The unified platform allowed the team to manage WhatsApp Marketing and WhatsApp Conversational, including the "Diskon" campaign, within a single journey, ensuring automated flows, live support, and marketing messages all worked together at scale.

The Result

Insider One's unified chatbot orchestration enabled Hint to handle 775 chatbot sessions with only 42 requiring live agent handover, delivering a 95% automation rate. This dramatically reduced operational load, improved response quality, and proved a lean team could scale high-volume support across brands without adding headcount.

95%

Chatbot automation rate for Hint

42

Sessions requiring live agent handover

SUCCESS STORY #2

Driving real-time revenue through high-performing WhatsApp campaigns

The Challenge

Somethinc's customers were highly active on WhatsApp, but managing separate accounts for multiple brands created major operational complexity. Without a CDP, data remained siloed, resulting in inconsistent customer experiences and making it nearly impossible to scale personalized WhatsApp marketing efficiently.

The Solution

Insider One's WhatsApp Template and Campaign builders transformed WhatsApp into a fast, marketer-friendly channel. The lean CRM team could build and launch brand-specific campaigns in minutes using consistent templates, clear data views, and easy targeting, turning a technical bottleneck into a streamlined, high-intent customer engagement process.

The Result

WhatsApp campaigns delivered standout engagement at key commercial moments. The Payday Campaign reached a 90% open rate, the Twin Date Campaign achieved an 85% open rate, and a New Product Launch Campaign drove a 2.5% click-to-open rate, demonstrating that timely, relevant messaging on WhatsApp can consistently deliver strong CVR and CTR results.

90%

WhatsApp open rate, Payday Campaign

85%

WhatsApp open rate, Twin Date Campaign

SUCCESS STORY #3

Powering multi-brand email with a unified CDP and lean team

The Challenge

Somethinc's lean CRM team managed multiple distinct brands without a dedicated CDP, making meaningful segmentation impossible. Email was mostly used for broad broadcasts, limiting personalization, engagement, and the ability to optimize CVR and long-term customer value across the brand portfolio.

The Solution

Insider One became Somethinc's single source of truth, acting as a unified CDP across all brands. The team built granular segments, tailored strategies for both the flagship Somethinc brand and the niche Hint brand, and launched campaigns without complex technical setup, turning email into a high-performing, data-driven channel.

“Switching from MessageBird to Insider One gave Somethinc exactly what we needed: responsive local support and a single, intuitive platform for all brands. In just months, we scaled thousands of automated Web and WhatsApp conversations with a 95% chatbot automation rate, while WhatsApp campaigns reached up to 90% open rate and email campaigns delivered a 50% average open rate. Insider One turned our lean CRM team into a high-impact growth engine.”
Kireina Gardini
Head of CX, Somethinc

The Result

The Somethinc brand achieved a 50% average email open rate across 125 campaigns, while Hint reached a 4.4% click-to-open rate. A lean CRM team now runs a sophisticated multi-brand email strategy from a single platform, demonstrating how unified data and intuitive tooling can unlock high engagement without adding resources.

50%

Avg email open rate across 125 campaigns

4.4%

Click-to-open rate for Hint email campaigns

One platform. Every channel. Measurable growth.

One platform. Every channel. Measurable growth. One platform. Every channel. Measurable growth.

One platform. Every channel. Measurable growth.

Insider One unifies chatbot, WhatsApp, and email into a single orchestration engine, backed by a CDP and hands-on local support. See how leading brands scale personalization, automate engagement, and drive revenue without expanding their teams.
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