Slazenger achieves 49× ROI and 700% customer acquisition growth with AI-powered omnichannel alerts via Insider
The British sportswear brand deployed Insider's cross-channel journey orchestration to send contextually relevant price-drop and cart-abandonment notifications via email, web push, on-site, and SMS — delivering 49× ROI and a 700% lift in customer acquisition.
Background
Slazenger had a large pool of engaged shoppers who were not completing purchases. Without automated, contextually relevant outreach, these near-conversions were lost permanently. The brand also lacked the ability to identify which customers were price-sensitive and target them efficiently without broadly discounting — a practice that erodes margin. The challenge was to send the right message, to the right person, on the right channel, at the right moment, without a team large enough to do it manually.
What Was Implemented
- Deployed Insider's Architect cross-channel journey orchestration platform
- Used Insider's AI Segment Creator to identify price-sensitive browsers based on behavioral signals
- Configured automated price-drop notifications (triggered by ≥10% price reduction) delivered via email and web push within 24 hours to relevant segments
- Built cart abandonment journeys sending contextual reminders via email, web push, on-site notifications, and SMS, with coupon code delivery via SMS as a conversion incentive
- Synced all customer interaction data with a Unified Customer Database for offline sales team access
Results
Within 8 weeks of campaign launch (per the Insider case study), Slazenger achieved a 49× ROI , a 700% increase in customer acquisition , and a 12.1% increase in average click-through rate . Revenue recovery from cart abandonment was also cited, with 40% of revenue recovered in a single campaign and a 3× ROI noted for that component specifically. All figures are vendor-reported by Insider and have not been independently audited or verified by a third party.
Lessons
- Restricting discount incentives to behaviorally identified price-sensitive segments, rather than blasting all users, protects margin while improving conversion rates
- Multi-channel cart abandonment journeys — covering email, push, on-site, and SMS — capture shoppers at the channel where they are most responsive
- Automated price-drop alerts to interest-signaling customers (cart adds, wish lists, browsing) convert latent intent into purchase action
- Unified customer databases that connect digital engagement to offline sales channels extend the value of digital marketing beyond the immediate transaction