California mattress retailer with 53 locations

EmailSMSCRMESP MigrationContentJourney MappingDevelopment

The Client

A large mattress & furniture retailer with 53 stores across California and an eCommerce presence. Their email program and customer data platform was fragmented: they had no visibility into cross-channel customer behaviour, no automated email flows, and no effective audience segmentation.

The Problem

Email platform completely blind to in-store customer behavior
In-store purchasers receiving generic emails
Lack of data made automated flows impossible
No segmentation or personalized product recommendations
Salesforce Marketing Cloud not meeting their needs

Results Snapshot

Years retained - program still running

$3.4M+

New email revenue driven

100%

Omnichannel customer match rate

What We Built

A unified retention program connecting store and digital

Klaviyo Migration

Migrated ESP from Salesforce Marketing Cloud to Klaviyo, with full profile migration, online and in-store data connections, and product catalog sync without disrupting emails.

In-Store Email Capture

Every in-store purchase flowed directly in Klaviyo, where our custom API assessed marketing consent status to opt customers in or out of email.

Website Data Connection

Every browse, click, checkout, and purchase online fed into Klaviyo, allowing precise personalization, segmentation, and triggered flows.

Channel-Differentiated Sequences

Post-purchase sequences differentiated by channel - store vs online - so messaging always matches the customer experience.

10+ Automated Flows

Built automated flows for welcome series, abandoned cart, abandoned browse, online and in-store purchase, re-engagement, product cross-sells and more.

Unified Customer Profiles

Created a complete view of a customer’s journey - where they browsed, where they bought, how long they took to convert, what they’re likely to buy next...

and more…

The Outcome