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Case Study
France
Retail

Acuitis Gets A Clear View of Customers to Personalize Customer Experience

Acuitis partnered with Mapp to enhance their customer experience by integrating their online and in-store data. This allowed them to create highly personalized, cross-channel marketing campaigns. The collaboration led to a seamless customer experience, significant decreases in bounce rates, and increases in click-through rates and email deliverability.

CDP
Cross-Channel Engagement
Advanced Personalization
Acuitis Gets A Clear View of Customers to Personalize Customer Experience

Challenge

Recreating the same experience for their customers online, as they do in-store.

Goal

Offer their 950,000 customers even more services and alternatives for their shopping experience.

Key result

99%

boost in Email Deliverability Rate

Table of contents
Results
Challenges
Solutions

Acuitis, founded in 2010 by Jonathan and Daniel Abittan, has more than 100 stores in France, Switzerland, Luxemburg, and North America. The brand has a strong creative concept in optical and hearing, with quality glasses and hearing aids at “very, very soft prices.”

The brand is actively developing an external growth strategy and has acquired Direct Optic, France’s leading omni-channel optician, and the Sensee Group, France’s leading online contact lens retailer. Through these acquisitions, “Acuitis accelerates its growth with the ambition to build the first French omni-channel group on the market,” explained the company in a release.

According to its president Jonathan Abittan, this operation makes the Acuitis group “the leader in optical eCommerce in France. Thanks to our network of 280 Acuitis and Direct Optic stores, we are ready to offer our 950,000 customers even more services and alternatives for their shopping experience.”

Results
80%

Decrease in Bounce Rate

40%

Increase in CTR

With Mapp Marketing Cloud, Acquitis were able to:

  • Connect the whole Acuitis ecosystem and create a seamless customer experience, from in-store to online
  • Have greater flexibility in their cross-channel campaigns
  • Construct highly targeted, highly relevant campaigns using data tied directly to the subscriber
  • Focused on automation and personalization
Mapp has become a strategic partner, especially with the implementation of our CRM. We were supported from the beginning of the integration to the first emails and still today Mapp is a force of proposal in the implementation of new marketing actions. We are impressed by the power of segmentation and personalization.
Karim Khouider
Directeur Digital & e-Commerce Groupe @ AcuitisDirect Optic | GrandAudition
Challenges

Acuitis needed a more powerful platform to support their growth & new digital challenges

Acuitis is a brand with a strong concept that differentiates them from their competitors – and at the heart of this is the unique retail experience. Their main challenge was to recreate the same experience for their customers online, as they do in-store, through the right engagement channels.

Acuitis wanted to develop and implement a marketing automation strategy, with personalization at its core, in order to enhance the customer experience.

The previous vendor did not completely meet their needs, so they needed a more powerful platform that could support significant growth and new digital challenges.

Solutions

Connecting the whole Acuitis ecosystem with Mapp Marketing Cloud

Mapp’s cross-channel marketing platform provides a robust and intelligent solution to connect the whole Acuitis ecosystem and create a seamless customer experience, from in-store to online. With Mapp Marketing Cloud, Acuitis has greater flexibility in their cross-channel campaigns. They can now construct highly targeted, highly relevant campaigns using data tied directly to the subscriber. Acuitis now has a complete data and campaign management tool, focused on automation and personalization. The company wants to continue to enhance their cross-channel campaigns by implementing SMS messaging.

“The onboarding with Mapp went smoothly and their Customer Success team was always supportive, both technically and commercially, when we were impacted by COVID. The warm-up went perfectly thanks to Mapp’s technical teams and today it allows us to have excellent email deliverability,” François Bertier, Digital Project Manager @ AcquitisDirect Optic | GrandAudition