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Elevating customer experience through scaled personalization for a major pharmacy brand

Challenge

To facilitate their Adobe stack migration, a major pharmacy brand tasked Merkle with developing omni-channel, templatized journeys for four use cases: Beauty, New Mover, Hot Leads, and Rx Cross Sell. The massive undertaking included campaign planning and design, creative production, multi-channel campaign configuration, deployment support, training, reporting, and optimization.

Approach

Merkle leveraged first-party data to drive personalized communications through dynamic content for email, display, social, push, site banners, and direct mail. This elevated the entire customer journey by delivering the most relevant content in preferred channels.
In a matter of months, the launch demonstrated measurable success. The campaign delivered holistic, personalized experiences to 100 million customers and one-of-a-kind customer journeys with limitless potential.

Results

$4.6M

incremental revenue in four months across three use cases in email

3.3x

click-through rate (CTR) for Hot Leads versus the brand benchmark for social

1.2x

CTR for Hot Leads versus the brand benchmark for display

100M+

customers reached with personalized experiences

 

 

Discover how we did it. Contact us today.

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