Success Story

Swiss Sense, a Top European Home & Furniture Brand, Switches to Insider and Grows CVR by 14% in One Month

Architect
Email
Cross-Channel Journeys

14%

uplift in
CR

60%

average email open rate

>10%

average journey CTR

Industry

Retail – Home
& Furniture

Themes

Cross-Channel Journeys

A/B Testing & Optimization

Migration

Unified Customer

Database

Efficiency Gains

Channels

Email

Web Personalization

Tools

Architect

Web Templates

CDP
Eureka
Predictive Segments

We switched from a traditional marketing cloud because it kept our data siloed and slowed us down. With Insider, all our customer data is unified and our marketing team can quickly create and launch personalized journeys without technical headaches. The impact on our business has been significant-conversion rates have soared, engagement has improved across all key channels, and we finally have the agility to respond to market opportunities faster than ever before. The switch to Insider has been transformative for both our results and the way our team works.

Ursula Hilgers
Manager E-Commerce DACH

Executive summary

Confronted with fragmented marketing tools and the imperative to accelerate growth in the German market, Swiss Sense partnered with Insider to unify data management and campaign execution. Using Insider’s Architect and Web Suite, the brand quickly implemented personalized, data-driven marketing journeys that significantly boosted performance metrics. Within the first month post-migration, Swiss Sense realized a 14% uplift in site conversion rate alongside industry-leading email engagement measured by a 60% open rate, and more than 10% average journey CTR. These successes positioned Swiss Sense for continued innovation and data-driven expansion, enhancing customer engagement and retention.

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About Swiss Sense

Swiss Sense is a leading European retailer specializing in high-quality beds, mattresses, and bedroom furniture. Headquartered in the Netherlands with operations across four markets, including Germany, Swiss Sense combines craftsmanship with a customer-first philosophy to bring exceptional sleep solutions to thousands of households each year.

Why Insider?

Swiss Sense chose Insider after seeking a unified marketing platform that could centralize customer data and support seamless cross-channel automation. Their legacy provider created technical barriers and data silos, so they required a solution that would integrate easily with existing ERP systems, consolidate their audience insights, and empower marketers to act without heavy IT involvement. Insider’s intuitive interface, advanced automation tools, and flexibility to scale internationally offered the brand the capabilities needed to execute high-impact campaigns for the German market and beyond. Improved cost-efficiency and proven expertise in customer experience optimization were also critical factors in their decision.

USE CASE #1

Boosting Sitewide Conversion Rate with Smart A/B Testing

The challenge

Swiss Sense’s DACH website faced low conversions, not only for online purchases but also for key micro conversions such as starting or completing the configurator, or visiting store overview and detail pages. These actions are critical drivers of in-store visits and offline sales, but legacy tools and limited real-time analytics made it difficult to optimize these journeys effectively.

The solution

With Insider Web Suite, the team launched targeted A/B tests at every crucial step of the funnel-catalogue banners, product detail page social proof modules, and exit-intent triggers-enabling iterative, data-driven journey optimization.

The results

14% 

CR uplift

USE CASE #2

Maximizing Engagement and Retention with Cross-Channel Journeys

The challenge

Swiss Sense struggled with operational inefficiencies and limited ability to deliver personalized, timely post-purchase and retention communications due to fragmented platforms and manual processes.

The solution

By implementing Insider’s Architect, Swiss Sense moved all email automations to one centralized platform. This enabled the Dutch team to manage journeys for Germany, such as post-delivery care reminders (e.g. pillow maintenance), and collect valuable NPS feedback seamlessly. All journeys benefited from data-driven triggers and unified customer profiles.

The results

60%

email open rate

>10%

journey CTR

30%

higher email CR vs. benchmark

Summary

With Insider’s advanced segmentation, automation, and web optimization, Swiss Sense elevated customer engagement by delivering more personalized, relevant experiences across every channel. The team now operates with increased agility and delivers superior satisfaction-driving significant improvements in both customer journeys and business results.

Looking ahead

Swiss Sense continues to collaborate with Insider to advance journey orchestration and expand product personalization, leveraging AI-powered features like Predictive Audiences and Smart Segment and Journey Creator. These tools are set to deepen customer engagement and further enhance conversion rates across every touchpoint.

Favorite feature

Architect

Swiss Sense’s favorite feature is Architect because its no-code campaign builder empowers marketers to create and personalize automated customer journeys quickly, without IT support. By centralizing data and streamlining workflows, Architect makes every communication more timely and impactful.

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