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How MessageGears Delivers 400% ROI From Personalized Cross-channel Customer Experiences

How MessageGears Delivers 400% ROI From Personalized Cross-channel Customer Experiences

Roberto Popolizio
Cross-Channel Engagement is the best way to interact with your customers across different channels, and create a truly personalized customer experience. That is why enterprise businesses rely on multi-channel engagement so much.

But engaging customers across multiple channels at scale can be a struggle without the right technology.

MessageGears is the only platform able to directly access a company’s data, and enable enterprise brands to design truly personalized cross-channel customer experiences at scale that drive over 400% ROI.

Website Planet had the chance to sit down and chat with Natalia Dykyj, CMO of MessageGears, to learn how their different approach makes them the cross-channel customer engagement platform chosen by Home Depot, Rakuten WebMD, Indeed, Expedia and more.

Let’s introduce MessageGears to our audience. What is it and how does it work?

MessageGears is a leading cross-channel customer marketing platform that’s purpose-built for enterprise brands with millions of contacts. Our revolutionary approach to managing and activating customer data — coupled with our award-winning service and support — enables marketers to drive more revenue and customer loyalty through personalized, real-time interactions.

Put simply, MessageGears solutions help brands:
  • Access all of their customer data.
  • Create better dynamic audience segments.
  • Achieve truly real-time personalization.
  • Build customer-driven journeys.
  • Activate audiences anywhere.
  • Reach customers across channels.
As a true partner to our clients, we’re happy to work alongside agencies to achieve the brand’s ultimate success on our platform, including through our white glove training and enablement programs. We are always looking to build new relationships, so if a customer is working with an agency or group we’re not currently partnered with, we ask them to let us know and we’ll be happy to make a new connection.

The MessageGears team has one, singular goal: to make our customers successful. Our white glove service includes a dedicated team for every account that consists of an implementation manager, customer success manager, solutions engineer, and deliverability manager. That team is reachable via email, Slack, or phone 24/7.

The MessageGears system architecture breaks through common bottlenecks by offering a schema-less customer data integration, an elastic personalization and delivery service layer. Our ability to scale and meet the demands of enterprise brands across the world stems from three key pieces of functionality inherent in our system architecture: data access, bulk job processing, rendering and delivering at scale.

Not only is the MessageGears platform highly customizable, but our professional services team is ready and willing to work with customers to customize UI, automations, and data elements to meet their needs. Additionally, our customer success team offers strategic guidance in many areas, including campaign execution, strategic consulting, custom engineering, and managed services.

MessageGears has seamless integrations with all major databases, enterprise data warehouses, and other third-party marketing tools. Our open, flexible architecture and unique way of working with the rest of your tech stack is one of our key differentiators.

We were founded in 2010, because no other customer engagement platform was addressing the biggest issue facing modern brands: lack of fast and complete access to customer data for marketing. We’ve expanded our capabilities over the years but remain the only platform that connects directly to our customers’ data, enabling marketers to create world-class experiences for their customers.

At the end of 2022, we announced $62 million in growth funding, and earlier this year we announced the acquisition of mobile marketing leader Swrve. MessageGears has in turn grown its revenue by more than 50% and our headcount by more than 45%.

🏆 MessageGears was  recently named for the third year by Inc. 5000 as one of the fastest-growing companies in America and recognized in the Martech Breakthrough Awards as the Best B2C Email Marketing Solution in 2023.

How does your mission differ from the other companies in your niche? What are the unique selling points of your product compared to your competitors?

At MessageGears, we’re dedicated to helping the world’s largest brands connect with consumers in meaningful ways. We do this by partnering closely with our customers to develop custom solutions, software, and services that enable enterprises to reach previously unattainable goals.

Over the past ten years, we have developed enterprise-ready customer engagement solutions that are fundamentally different from what every other platform offers.

Key areas that set MessageGears apart:

  1. MessageGears is the only enterprise-grade customer marketing platform that directly accesses a company’s data within Snowflake and all other data sources. This one-of-a-kind approach eliminates the security and compliance risks, data latency, inflexibility, and other limitations inherent to traditional SaaS platforms. This makes us uniquely suited to help our customers maximize their own data like never before.
  1. The MessageGears platform is purpose-built for some of the world’s most complex organizations. We believe that every brand—and the journey of their customers—is unique. So we’ve built our platform with ultimate flexibility in mind. Not only can you leverage every data point available to you to truly personalize your cross-channel experiences, but our product enables you to bring to life even the most complex or creative campaigns that you simply can’t achieve on any other platform. Our customers call it “dream and do” marketing—and it’s all built to scale.
MessageGears is a values-driven company, and we actually recite these values at every company meeting to keep them top-of-mind:
  • We innovate.
  • We’re biased toward action.
  • We’re goal-oriented and results-driven.
  • We make our clients successful.
  • We value strong, long-term relationships.
  • We assume goodwill but are intolerant of corrosive behavior.
  • We acknowledge and celebrate achievement.
  • We have open and consistent communication.
  • We operate with positive energy and take pride in our work.

Who are your typical clients and what problems do they have when they come to you?

MessageGears works primarily with large enterprise brands like Expedia, OpenTable, Party City, Rakuten, Indeed, Sherwin Williams, Sharper Image, and T-Mobile.

While brands in many different industries can benefit from using the MessageGears platform, we’ve found that we’re ideally suited for brands working in the retail, travel & hospitality, technology, and finance sectors. Customers of brands in these industries expect quick and relevant content, and they rely on brands to keep their information secure.

MessageGears is built differently than other customer engagement platforms. By leveraging a direct connection to a brand’s data, rather than one that must travel between that company’s firewalls and the cloud, MessageGears’ platform enables a real-time, dynamic experience for customers that others simply can not deliver.

So often, big brands have thousands of data points they’ve collected from their customers, but the only kind of personalization they’re able to effectively execute on is including their first name in a message.

Consumers today demand a truly personalized experience, but brands still struggle to deliver at scale. That can be the case for multiple reasons – Maybe they’re struggling to justify the time and money it costs to ship data back and forth between dozens of platforms. Maybe they’re working with traditional martech tools that are holding their data hostage and limiting where and how audiences can be activated. Or maybe they’re juggling multiple copies of data and grappling with the inefficiency and security risk.

It all comes down to the fact that current technology is just not built for customer engagement at scale, and, If brands ignore the inherent data problems that often come with a traditional martech stack, they risk alienating their customers, or even exposing them to security risks.

But technology should empower brands, not limit them. Marketers should be able to access every data point about their customers instantly.

When marketers lack access to actionable data in a timely manner, they’re not able to act on meaningful decisions and they miss out on key revenue opportunities.

Brands using MessageGears have real-time access to their full data set, and this gives them total flexibility in designing relevant, contextual, and personalized customer experiences.
MessageGears is able to achieve that by natively supporting all channels critical to enterprise marketers, including email, SMS, web push, mobile push, and in-app messaging. Users’ cross-channel messages can be orchestrated based on the audience and segmentation rules that they create within our platform, and marketers can easily deploy campaigns across mobile, web, or OTT/Smart TV devices. Each touch point can be delivered through MessageGears’ ultra-scalable enterprise cloud sending infrastructure, which delivers billions of messages per month.

In the simplest terms, we help brands personalize cross-channel customer experiences at scale.

Before using MessageGears, many of our customers were relying on legacy marketing clouds or ESPs to try to engage customers and prospects. An increasing number of consumers expect highly personalized experiences, and when marketers aren’t able to access customer data points using those traditional tools, we’ve been able to show them a new way of doing business. We’ve now taken this far beyond email to deliver a fully personalized cross-channel experience.

Today’s CMOs are facing pressure to cut martech spend and essentially do more with less – less headcount, less budget, less tools. We hear that many are readjusting their commitments to marketing channels, resources, and programs. MessageGears helps CMOs make the most of their resources, and leverage one of their most valuable assets – the information they already have about their customers.

And what makes them eventually choose you over your competitors?

Customers are using MessageGears to eliminate inefficient, costly processes that used to hold them back. They’re now seeing better results at a lower cost, including an increase in engagement rates across channels and a marked decrease in their marketing software costs. MessageGears customers are also able to more quickly implement marketing campaigns they only dreamed about in the past, sending highly personalized, real-time offers in hours instead of days.

For instance, because Rakuten Rewards maintained full control over their data during the program-setup process, they were able to begin sending emails in less than one day after struggling to get it set up in the previous 9 months!

We have helped some of the world’s largest brands, including T-Mobile, The Home Depot, Chick-fil-A, and more to take the leap away from the traditional SaaS ESP model and toward a new vision that unlocks the full potential of their customer data in their marketing programs.

Customers switching to MessageGears save an average of 20-60% in software costs, 50% in IT resource costs, and see significant increases in revenue attributable to their new marketing programs. Additional independent research has confirmed a 413% overall ROI for MessageGears customers.

Once customers switch to MessageGears they’re amazed that they’re able to get so much done so quickly.

“Once you put MessageGears on top of your data, you can do pretty much anything you can think about, and the technology just gets out of the way. MessageGears allows us to personalize our messaging content easily, without significant engineering effort or data movement. It genuinely has the potential to change what we can do as a company.”

Mark Stange-Tregear, VP of Analytics, Rakuten Rewards

Can you share one success story from your customers? What was their pain point, and what results did they get thanks to MessageGears?

OpenTable, a major digital hospitality brand, is able to activate robust customer data with a relatively small marketing team – using both MessageGears and the Snowflake Data Cloud – to implement hyper-personalized campaigns.

“Previously, we had to put in a request to the CDP, if the data even existed for them to calculate it. And then, the next day, that data would be ready and we’d have to vet the data. If it wasn’t correct, then we’d have to wait another day to adjust for it,” said Joseph Lee, Director of Marketing Technology at OpenTable.

“Now there’s no more data syncing from an old system into another system. All of our marketing channels sit on top of Snowflake. MessageGears does the deployment. So all of our personalized emails can then trigger off of this Snowflake data set. It goes out, and then it stores right back into Snowflake—which is also a huge plus.”

Key outcomes for OpenTable include:
  • 50% reduction in MarTech spend thanks to a more streamlined tech stack
  • 70% higher conversion rate with targeted campaigns layered with customizable metadata
  • 80% reduction in campaign production time thanks to better segmentation, templates, and QA processes
  • 0% dependency on daily data syncs, giving the marketing team autonomy with far less reliance on the tech team

If you had unlimited funds, what improvements would you make?

At the end of 2022, MessageGears announced $62 million in growth funding, and earlier this year announced the acquisition of mobile marketing leader Swrve. MessageGears has since grown its revenue by more than 50% and headcount by 45%, while attracting more enterprise customers including Indeed, Sherwin Williams, and Sharper Image.

We continue to innovate our platform capabilities, so that marketers can deliver compelling customer experiences at massive scale, faster and more flexibly than ever before. We’re particularly excited to continue strengthening the integration of Swrve’s mobile capabilities into the rest of our platform offerings in 2024.

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