Success Story
Matahari achieves 356X ROI in four months with personalization
Personalization
App Suite
48%
increase
in CTR
356X
ROI in four months – online
and offline revenue
328%
increase in email
open rate
Industry
Retail
Category
Personalization
Channels
Web
Solutions
Smart Recommender
ESP
Before partnering with Insider, we were struggling to transition our customers online. However, the expertise of the Insider team has been clear throughout our partnership. We have not only automated and streamlined processes that used to consume considerable time and effort for our marketing team, but also seen improvements in our email campaigns, notifications, and app interactions. This has enabled a smoother and more engaging user experience—it’s improved the lives of everyone!”
Head of eCommerce Marketing
Executive summary
Founded in 1958, Matahari is one of Indonesia’s largest and most recognized retail companies. It has become a major player in the Indonesian retail industry, with a strong Matahari, Indonesia’s top fashion retailer, primarily relies on physical stores for revenue. To bridge the gap between offline and online, they teamed up with Insider with an aim to create consistent customer experiences across both in-store and online channels. Through personalized email and mobile strategies, along with Insider’s customer journey tool, Architect, Matahari achieved an impressive 356X ROI in just four months. in cities and towns across the country. Serving millions of Indonesians, Matahari provides a convenient shopping experience and has recently invested heavily in eCommerce and online shopping, allowing customers to shop conveniently from their homes.
About Matahari
Founded in 1958, Matahari is one of Indonesia’s largest and most recognized retail companies. It has become a major player in the Indonesian retail industry, with a strong presence in cities and towns across the country. Serving millions of Indonesians, Matahari provides a convenient shopping experience and has recently invested heavily in eCommerce and online shopping, allowing customers to shop conveniently from their homes.
USE CASE #1
Enhancing email performance and engagement
The challenge
Matahari wanted to ensure it was delivering relevant experiences to customers whether they shopped online or in-store. Though it was sending out high volumes of emails, they were generic and lacked personalization and relevancy, resulting in low open rates and poor engagement. Matahari customers have a unique Membership ID they can use in-store and online, but the company wasn’t using this data to power its email campaigns.
We faced the challenge of low open rates due to sending a high volume of emails. Thanks to Insider’s help with personalizing our email strategy, we were able to double our open rates and increase engagement. Personalization has also helped us to develop stronger relationships with our customers.”
Senior Digital Marketer
The solution
The Insider team suggested Matahari overhaul its email marketing strategy and build more personalized campaigns to improve engagement.
By unifying online and offline customer data into Insider’s CDP, they were able to implement precise segmentation and personalization strategies based on Membership ID data. This meant Matahari was able to deliver highly relevant content and offers to customers based on their behavior and purchasing history—wherever they shopped—ensuring a personalized experience that maximized engagement and improved open rates from 5-10% to 30%.
The results
328%
increase in email
open rates
USE CASE #2
Leveraging Insider’s App Suite to drive mobile engagement
The challenge
Matahari wanted to overhaul its Mobile App strategy to drive more revenue and increase online engagement. However, as a relatively new team, they didn’t know where to start with creating engaging mobile experiences.
While they did have a push notification strategy for mobile, they recognized it was outdated and inefficient—and failing to deliver the results they wanted. These challenges were hindering Matahari’s ability to engage effectively with its mobile app users.
By leveraging Insider’s App Suite, we were able to revolutionize our mobile engagement strategy. With visually appealing app push notifications and automated triggers, we achieved higher user engagement and retention rates. The use of app segmentations allowed us to deliver personalized experiences to our app users, resulting in increased customer satisfaction and loyalty.”
Senior Digital Marketer at Matahari
The results
356X
increase
in revenue
USE CASE #3
Boosting efficiency with automated customer journeys on Architect
The challenge
Like many marketers, Matahari was overstretched and wanted to optimized its processes to reduce the time and effort taken to launch campaigns. Manual processes for building omnichannel customer experiences were taking up a lot of time, and the Matahari team urgently needed to streamline this to improve operational efficiency.
By leveraging Insider’s Architect, we were able to streamline and automate critical customer journeys. The automation of first transactions, new member emails, and payment notifications has significantly improved our operational efficiency and customer experience. With the implementation of engagement segmentations and A/B testing, we achieved impressive revenue growth and enhanced customer engagement.”
Senior Digital Marketer at Matahari
The solution
The answer was Insider’s AI-driven journey orchestration tool, Architect. Matahari introduced automated workflows for new members of its Membership program, ensuring a warm and engaging welcome. Architect also seamlessly integrated with communication channels, including the brand’s mobile app, Web Push, and API, to send automated payment notifications. These AI-powered journeys enabled the team to optimize customer interactions, maximizing the efficiency and effectiveness of its engagement strategy.
The results
Increased
efficiency
Removed
manual effort for
campaign creation
Summary
“Through a strategic partnership with Insider, Matahari went through a full digital transformation to enhance its online presence and customer engagement. By leveraging Insider’s suite of solutions, including Web Push, Mobile Web Suite, App Suite, Architect, and Email, Matahari addressed the challenges of bringing offline customers to the online platform and creating a seamless omnichannel shopping experience to improve key metrics, drive revenue growth, and increase customer satisfaction”
Head of eCommerce Marketing at Matahari
Looking ahead
Looking ahead, Matahari is committed to providing the best omnichannel experience for its customers. As part of the team’s future planning, Matahari is exploring the addition of WhatsApp to its tech stack to further enhance customer engagement by leveraging the world’s most popular messaging app.
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