Hong Kong – Local beauty retailer Sa Sa has tapped omnichannel customer engagement platform SAP Emarsys to deliver a personalised online-merge-offline (OMO) experience that elevates interactions at every stage of customer lifecycle.
SAP Emarsys’ e-commerce service enables Sa Sa to build on this foundation and pursue a two-pronged approach to customer loyalty that optimises both acquisition and retention. The solution also allows Sa Sa to collect and analyse data from its various consumer demographics and gain real-time visibility into their shopping and buying preferences.
Moreover, these consumer insights enable Sa Sa to curate appropriate online product portfolios and offer the right mix of loyalty programs, such as rewards points and cash-back incentives geared to different customer groups.
Lastly, the solution helps Sa Sa build strong activation programs, utilising marketing automation and real-time personalization to create sophisticated insights-driven campaigns that drive real business outcomes.
Hong Li, director of e-commerce at Sa Sa, said, “The SAP Emarsys e-commerce solutions elevate Sa Sa’s customer engagement to the next level by offering intuitive and relevant online experiences to our customers. Sa Sa thrives on staying close to what our customers expect and thus it is important to have real-time panoramic visibility of customer data at every point in the customer lifecycle journey.”
Li added, “With Emarsys, our data analysis capabilities are continuously improving so we can discover the best way to engage, retain and expand our customer base, with data-driven customer programs.”
Meanwhile, Esmond Tong, managing director at SAP Hong Kong, commented, “Today’s retail environment is complex and competitive, shaped by new technologies and fast-evolving customer behaviour and preferences. SAP Emarsys presents a single, integrated platform where customer-centric market leaders like Sa Sa can build, execute and scale real-time marketing campaigns. With Emarsys, Sa Sa is growing its customer lifetime value through omnichannel interactions that are personalised, intelligent and compelling.”
