Table of contents
RushOrderTees needed a marketing platform that matched their speed, flexibility, and innovative spirit to keep pace with its customers' needs. Now, with Customer.io in their tech stack, they’ve achieved remarkable results in record time.
Results achieved with Customer.io
- 140% increase in revenue
- 48-hour reduction in high-volume and rush order processing
- A streamlined order-confirmation campaign
- Consolidation of 99% of their emails into a single platform
Zeroing in on customer intent with events
RushOrderTees is all about personalization, which extends to their communication with customers. And that personalization needed to be timely and accurate. However, their old abandoned design campaign had a tricky spot. The time delay they set to avoid bombarding customers with too many messages too quickly couldn’t respond to the complexities of their real-time customer behaviors. Customer intent was hard to decipher with the time-delay approach, which meant they needed something more adaptable.
Enter Customer.io’s event conversion feature. Previously, a person had to enter or exit a segment to match a campaign’s conversion goal, which was cumbersome when customer behavior was nuanced. Now, by using events as campaign conversion criteria, RushOrderTees can respond to shifting user intent with much more accuracy.
This added functionality to capture users’ preferences for each custom design and replaced the time delay controls with a real-time flow based on those preferences and actions. Conversions rose quickly as the new flow put the most relevant information front and center.
RushOrderTees’ innovative combination of event conversions and segments resulted in a 140% bump in both revenue and transactions from the campaign! That was a clear win since robust custom design support is a key brand differentiator for the company. But it gets better. The best long-term effect was that when their new campaign’s click-to-open rate went up by 50%, it increased their deliverability across the board and led to improved engagement across all emails from their domain.
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At the end of the day, we’re trying to deliver exactly what the customer wants. We’re not just sending more emails, more reminders. By using event conversions and segments, we’re giving them what they need and what they expect to get.
AMI
Matt Hayes
Making complexity manageable with the workflow builder
Another serious challenge RushOrderTees faced was order confirmations. Timely communication and customization are imperative. With quick turnarounds and many steps to complete an order, building these workflows and ensuring they function properly can get complicated fast.
Using Customer.io's intuitive drag-and-drop visual workflow builder, the team seamlessly created an order confirmation campaign featuring 18 emails and 15 logic splits—all operating on autopilot.
This campaign ensured customers received exactly what they needed, regardless of order complexity. As a result, it led to fewer support requests and increased customer retention—all without adding any extra burden to the team!
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Customer.io is great for power users who need ultimate flexibility. We can do almost anything if you give us the tools. Customer.io never limits us.
Matt Hayes
Simplifying integrations
When RushOrderTees started using Customer.io, their email was split among four different platforms. They had to manage lists, unsubscribes, and more in multiple locations. And because their teams were using different tools, they lacked visibility into one another’s work.
Today, they use Customer.io to handle 99% of their emails, ingesting data from other parts of their tech stack via webhooks and automation features like events. Between our 150+ integrations with common systems and our API for all the rest, RushOrderTees can easily pull in data from anywhere to keep all their teams on the same page, manage lists, and manipulate data in one convenient location.
They also used integrations to improve their overall deliverability. Now, when an order ships, RushOrderTees brings that data to Customer.io to trigger shipping update campaigns on the platform. Customers can click through to track their order status on the RushOrderTees website instead of going to the carrier’s website. Keeping that traffic on their site provides a much-improved customer experience while improving their domain reputation.
Gearing up for future innovation
RushOrderTees' dedication to continuous improvement has yielded impressive results: a 99.7% customer satisfaction rating from over 500,000 customers nationwide. By leveraging Customer.io, they've implemented flexible, powerful, data-driven campaigns that have transformed their business. They've streamlined their order confirmation process, boosted conversions through events and segmentation, consolidated email operations, enhanced data management, and improved deliverability. All of these efforts culminated in a remarkable 140% increase in revenue! As a result, RushOrderTees now serves customers more efficiently, accurately, and effectively than ever before.
