50 years of local retail, a new digital challenge
The La Sirena y Art group has served Ibiza residents and the thousands of tourists visiting the island for more than 50 years, through two physical stores. Building on that success, the group launched the online store Shopping in Ibiza, with the same standards of quality and customer care. With a database of over 40,000 customers and stores accounting for 98.5% of revenue, the challenge was twofold: recover abandoned carts online AND leverage in-store data to personalize digital communications.
Bringing physical and digital together in a single CRM strategy
The team was using a manual segmentation tool that required building a specific email for each audience, including the thinking, writing and product picking for every group. A time-consuming process that limited real personalization. What was missing: a tool able to ingest data from physical stores and the online shop into a single repository, and to leverage that combined data to deliver even more personalized offers.
One email template, automatic personalization for every customer
With Probance, the team now uses a single email template and lets the tool handle personalization. Probance analyzes tastes, purchase history and user behaviors, online AND in store, to adapt the content automatically. More than 10 automations have been deployed: abandoned cart recovery, post-visit follow-ups, discount alerts, newsletters personalized by interest. More than half of the improvement ideas come from the Probance account manager: a truly proactive partnership.
Probance suggests what the customer is interested in, and we get a very clear and measurable return. We save a lot of time designing emails while delivering personalized content effortlessly.
+€570,000 generated in 2023 thanks to physical/digital synergy
By leveraging data collected during in-store transactions and combining it with online behaviors, Shopping in Ibiza generated more than €570,000 through Probance in 2023, with 14% growth in online revenue. Abandoned cart recovery accounts for 20% of transactions: the very outcome that sparked the partnership with Probance, and it has far exceeded initial expectations.