From intent to action in 20 days: how personalization at scale turned friction into real growth 2.2x above the market average.
From intent to action in 20 days:how personalization atscale turned friction intoreal growth 2.2x above themarket average.
Gazin knew it was losing money. Every abandoned cart was a missed opportunity. But the problem went beyond the numbers: without automation, there was no scalable system to win these customers back.
At the same time, traditional communications had low open rates, and limited segmentation restricted campaign reach. There was a structural gap between intent and action.
We turned abandonment into opportunity through intelligent orchestration. We mapped every friction point in the purchase journey, identifying not only where customers dropped off, but why.
Next, we built automated WhatsApp journeys that reconnected with customers at exactly the right moment with contextual messages. Every trigger was based on specific behaviors: products viewed, time elapsed and purchase history.
Integration with Salesforce Marketing Cloud enabled true personalization at scale. These were not generic mass messages — they were conversations tailored to each individual. WhatsApp was decisive, offering significantly higher open rates than email and more natural conversations.
The 23.7% growth in Black Friday sales was the result of precise diagnosis, systemic integration and robust execution. While Brazilian e-commerce grew 10.7% on Black Friday 2024 (Neotrust/Confi), Gazin performed 2.2x above that average by turning diagnosis into coordinated action.
The solution was implemented in record time — 20 days from concept to execution — without compromising quality or robustness.
