The challenge Hari Mari had a loyal customer base but flat retention. Email went out one-size-fits-all, engagement sat below benchmark, and list growth had stalled. The brand needed a data-driven CRM overhaul that lifted lifetime value and repeat sales, not just send volume.
What we did We worked directly with the founders to rebuild retention around the brand's lifestyle. Dynamic segmentation put the right content in front of the right customer. We launched behavior-triggered flows (browse, cart, post-purchase), added SMS for time-sensitive moments, and used visitor-identity tools to turn anonymous traffic into re-engageable leads. Creative was refreshed to carry the premium, everyday-wear positioning.
The results - Engaged subscribers up 67% - Email-driven revenue up 28% year over year - Click-through rate up 140%; open rate up 10% - Automated flow revenue up 185%, reaching 103% more people with a 75% higher click rate - Total recipients up 52%, with engagement rising at the same time
Email and SMS went from afterthoughts to two of the brand's strongest revenue channels.