SITUATION

Panini is a well-known sports collectibles brand with its products being offered digitally and in-store. One of their businesses is Panini Direct, which sells trading cards, sports merchandise, and memorabilia on their e-commerce web portal, iOS, and Android apps. They want to boost revenue on the app with proper user engagement.

Panini Direct integrated Upshot.ai across their e-commerce apps & web portal.

BUSINESS GOALS

• Net new revenue from digital commerce and increased customer lifetime value (CLV)

CHALLENGES

Panini marketing leaders wanted their customers to experience only highly relevant and personally interesting messages and offers. As with any other E-commerce company, Panini Direct also experienced cart abandonments, low conversions, low customer engagement & retention.

SOLUTION

Using Upshot.ai, Panini Direct could capture their customer’s transactional and behavioral analytics. On top of that, they used Upshot.ai’s non-intrusive profiling capabilities such as contextual micro-surveys, opinion polls, and trivia to gather precious information on customer interests and hobbies seamlessly. This was a sensitive task, as even the slightest impression of overt profiling makes customers suspicious and makes them abandon the brand. Data must be gathered, but in a way that does not destroy trust. They used this information to begin an exact targeting program.
Using Upshot dynamic tutorials and screen tips, customers were systematically on-boarded onto features and functions in the application that they would really enjoy using.
The upshot.ai customer success team, in collaboration with the Panini marketing team, upshot.ai customer success team, designed several workflows that delivered a series of nudges to their customers leveraging upshot.ai’s Push, In-App messaging & Email capabilities that helped in improving conversions and reducing cart abandonment.
Using the principles of gamification such as scarcity, urgency, elitism, etc..,
Engagement campaigns were designed to meet the business goals & objectives.

RESULTS

• 300% YoY increment in revenues
• 40% increase in ARPU
• 20% increase in paying users
• 12% increase in engagement

UPSHOT.AI FEATURES LEVERAGED

• Transactional and Behavioural Tracking Using Web & Mobile App Analytics
• Hyper-segmentation engine
• Omni-channel Micro-surveys, Opinion Polls, Trivia, Tutorials & Screen Tips
• Personalized Push Notifications, In-App Messaging, and Email to boost revenue.

Client Testimonials:

“Upshot.ai has helped us to have a unified view of our customer behavior across our various apps, e-commerce, and customer support. It has a unique array of engagement actions that have allowed us to create a more personalized relationship with our customers and accelerate our
digital revenue streams. Today, Upshot.Ai is a critical pillar of our customer experience architecture, and it’s one of the best technology decisions we’ve made.”

Bob Hull
CFO
Panini America, Inc.

Also read: Personalized onboarding resulted in increased paying user counts – Wasel

About Upshot.ai :

Upshot.ai is an omnichannel, user engagement, and gamification platform that helps digital product owners and marketers improve their product adoption and conversions. Fortune 1000 companies such as GE, UHG, Puma, Sony, ITC, Tenet healthcare are using Upshot.ai and observed a massive increase in product adoption YoY increment in revenues.

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