Rejoiner

**BACKGROUND** Please provide an overview of your company and your role within it. Triumph is one of the largest intimate apparel companies globally, operating in more than 120 countries under its main brands, Triumph® and sloggi®. As the Senior Brand Marketing Manager for Triumph in Australia and New Zealand, I have collaborated with Rejoiner as partners since 2017. **OPPORTUNITY / CHALLENGE** For what specific projects or services did your company engage Rejoiner? Initially, our development agency recommended the Rejoiner team for their expertise in triggered campaigns focused on Cart Abandonment. We enlisted their help to implement behavioral automations aimed at decreasing cart abandonment, enhancing our engagement with users, and improving conversion rates. What were the objectives of this project? Our email marketing approach had previously been a one-size-fits-all for all communications and customers. Additionally, we aimed to: centralize and streamline our customer data, elevate our email marketing strategy with a deeper understanding of customer lifetime value for personalized outreach, increase triggered automations, and devise segmentation strategies for our customer base. Consequently, in May 2019, we expanded our collaboration to designate Rejoiner as our primary Email Service Provider (ESP). **SOLUTION** How did you choose this vendor? After evaluating several ESPs from both European and local markets, we considered various alternatives and, following recommendations, opted for Rejoiner. We began with a phased approach, starting with behavioral automations for Cart Abandonment, and have since brought them on board as a full ESP. Can you elaborate on the scope of their work? Rejoiner assists us in optimizing our email channel, which has historically been a strong performer for our business. We needed support in consolidating data from various touchpoints into a platform that provided a comprehensive view of the customer lifecycle, along with strategic insights and creative execution. **TEAM COMPOSITION** Who was involved in this collaboration? We work closely with Mike, the Founder and Lead Strategist at Rejoiner. Their team includes specialists who provide support in areas such as interface design, strategy, creative development, and copywriting. On our side, we have a dedicated Ecommerce and Digital Marketing Specialist responsible for executing these strategies. **RESULTS & FEEDBACK** Can you share any results from the project that indicate progress or success? Since our partnership with Rejoiner began in early 2017, we have broadened their scope of work to include all email marketing, list management, and strategic consulting. We have progressed to the 2.0 version of the platform, with notable metrics such as a ~39% year-over-year increase in last-click attributable revenue from email, which has become Triumph's top source of last-click revenue, as well as an 8% rise in conversion rates from email traffic. How effective was the collaboration between your teams? The responsiveness of their team is outstanding. We hold bi-weekly calls to discuss objectives, assess performance, and plan strategies, while all other communications are efficiently managed via Basecamp. **WHAT IMPRESSED YOU?** What stood out about this company? The Rejoiner team is exceptional; they are experts in their respective fields and demonstrate expertise in developing and implementing innovative strategies. **AREAS FOR IMPROVEMENT** Are there any areas where enhancements could be made? We are continuously discovering what works best for our business and how we can enhance our processes. There have been instances where we required additional support, but what’s commendable about Rejoiner is their consistent readiness to provide assistance.