Success Story
How Dover Saddlery achieved 29X ROI and generated $2M in incremental revenue with Insider’s personalization suite
29X
ROI
$1.7M
incremental revenue via InStory
$2M
incremental revenue via Personalization
5%
increase in conversion rates
Industry
Specialty Retailer
Themes
Personalization
Cross-Channel Marketing
Mobile Marketing
CDP
Channels
Website
Mobile Site
Solutions
InStory
Social Proof
Insider helped us deliver personalized experiences across our desktop and mobile sites significantly improving conversion rates by 5%. Using Insider’s personalization suite helped us drive $2M in incremental revenue and realize 29X ROI.
Director of Digital Marketing
Executive summary
Dover Saddlery is a leading equestrian retail chain offering a large selection of horse tack, stable supplies, and equestrian apparel.
Offering world class service and products is a founding principle at Dover Saddlery, which is why it launched a strategic initiative to modernize, personalize, and optimize its customer experience. Dover Saddlery worked closely with Insider to deploy advanced personalization strategies across its desktop and mobile sites, including using InStory—an Instagram-like shopping experience that improves product discovery—to drive $1.7M incremental revenue.
USE CASE #1
Building engaging experiences with Insider’s InStory and Personalization capabilities to drive 29X ROI.
The challenge
Dover Saddlery’s digital marketing team was tasked with improving the customer’s shopping experience. As well as launching a new site, they focused on building a customer experience strategy which improved personalization, made better use of data for audience segmentation, and accelerated product discovery. Their end goal was to deliver a frictionless, personalized experience for every customer.
As a small team, Dover Saddlery’s marketing team was challenged with bandwidth; they needed an easy way to deploy personalization.
As a small team, we appreciate Insider’s partnership and the ease-of-use of the platform. We were able to get started quickly, and couldn’t believe how easy and quick it was to launch our first InStory campaign.”
Director of Digital Marketing
The solution
Working closely with Insider’s growth experts, Dover Saddlery deployed personalization on its desktop and mobile sites.
Insider’s personalization engine is built on top of a powerful customer data platform (CDP) enabling Dover Saddlery to better understand its audience and create segmentation strategies that better engaged its shoppers.
To improve product discovery and engagement rates, Dover Saddlery implemented InStory—Instagram-style stories that speed up product discovery and increase engagement with full-screen, immersive stories. This simple to use tool helped the team save resources by enabling them to repurpose Instagram content for InStory, rather than wait for lengthy design cycles from their internal design team.
The results
29X
ROI
$1.7M
incremental revenue via InStory
$2M
incremental revenue via Personalization
5%
increase in conversion rates
Summary
“Insider has made a significant impact on our business, generating $2M in incremental revenue through personalized experiences, and we’re just getting started.”
—Director of Digital Marketing
Looking ahead
Looking forward, Dover Saddlery wants to continue on its mission to modernize its customer experience and open up personalization and engagement strategies through other channels, including WhatApp and SMS.
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