International CPG Company

1. CASE STUDY
The Challenge
Our client, a S&P 500 company manufacturing premium, performance
sporting goods, had nearly 100,000 users in their database, all with
a unique ID in the system based off a simple email address and
password combination. While this was an impressive accomplishment
that demonstrated brand loyalty across a large base of customers,
it also highlighted big missed opportunities. Without learning more
about their users, they had limited options for increasing engagement
with them or personalizing their online experiences.
Key digital strategy stakeholders at the company wanted to drive
forward some innovative marketing programs, but in order to do
so they realized they were missing a critical component in their
customers’ online profiles: identity.
The Solution
Our client decided to implement Gigya’s Registration-as-a-Service
solution to let site visitors register for new accounts, or log in with two
clicks using their existing social network credentials. Besides providing
a more convenient customer experience on the front end, this also
enabled the business to identify previously anonymous users and collect
valuable first-party information, providing a better understanding of their
audience. All data collected is stored in Gigya’s dynamic schema Profile
Management identity repository and synced with our client’s database to
build complete, privacy compliant user profiles.
The company also leveraged a pre-built technology integration from
Gigya’s Identity Exchange (IDX) marketplace to sync profile data with
eCommerce solution Demandware, which was driving their online
experience. The addition of detailed social data unlocked the potential
of Demandware to create experiences that drive customer engagement
and loyalty while also delivering audience insights that are actionable
across the business in real time.
International CPG Company
SUCCESS HIGHLIGHTS
• Enhanced customer experience
• Improved scalability
• Quick integration with existing marketing
and service applications
2.5X increase in
user acquisition
Saved 6 months of
development time
Went live within
3 months
25%
6months
3months

2. © 2016 Gigya, Inc. | 2513 Charleston Road #200, Mountain View, CA 94043 | T : (650) 353.7230 | www.gigya.com
Gigya, the Gigya logo, and Customer Identity Management Platform are either registered trademarks or trademarks of Gigya Incorporated in the United States and/or other countries. All other
trademarks are the property of their respective owners. Gigya does not own any end user data or maintain any other rights to this data, other than utilizing it to make Gigya’s services available
to our clients and their end users. Gigya acts as an agent or back-end vendor of its client’s website or mobile application, to which the end user of our client granted permissions (if applicable).
Gigya facilitates the collection, transfer and storage of end user data solely on behalf of its clients and at its clients’ direction. For more information, please see Gigya’s Privacy Policy, available at
http://www.gigya.com/privacy-policy/.
Gigya_Case_Study_International CPG Company_201610
The Benefits
With accurate and complete profiles and a wider range of data,
our client began designing engagement and loyalty programs to
activate their large customer base and drive traffic and sales.
For example, the company “gamified” the customer experience —
offering rewards to users who take valuable actions on-site.
Share a product page or blog post about an upcoming event on
Facebook or Twitter, get 10 points. Leave a comment on an article,
5 points. These points can then be redeemed for discounts on
products and shipping or entry to live tournaments. Speaking of
tournaments, the company made their real-world channel bi-
directional, rewarding customers who attend these events with
codes that can be redeemed for points on-site.
This multi-channel strategy is already paying rich dividends
within a year of implementation. Giving users more convenient
authentication options has increased registration rates by more
than 2.5X, with the majority of new customers logging in socially.
On-site activity has increased as well, with commenting and social
share activity dramatically up, particularly around key events. Our
client’s system went live with within three months, saving up to
six months of development time with Gigya’s “start fast, stay fast”
implementation methodology and pre-built data integrations.
In the future, the company has plans to further engage loyal
customers by implementing live event chat during key games and
tournaments, giving users the ability to connect in real time over
their passion while giving product and marketing leaders valuable
insights into their behaviors, interests, likes and wants. Gigya is
proud to have been a part of helping our client achieve new levels
of success by enabling more valued, long-lasting relationships with
their customers.
Products Used:
GIGYA HAS
PROVIDED US
WITH THE TOOLS
TO BOTH IMPROVE
ENGAGEMENT VIA
GAME MECHANICS
AND INCREASE
CUSTOMER
ACQUISITION.
Director of
Digital Marketing
Profile Management
Customer Insights
Social Login
Engagement &
Loyalty Tools