Spending money is easy. Thankfully, so is getting money back with Ibotta, which rewards shoppers with special rebates and discounts in connection with their in-store and online purchases. Since its founding in 2011, Ibotta has paid its users more than $500 million. But as the company scaled, managing their audience’s experiences across different touchpoints became more complex and more difficult.
Ibotta goal: Reduce complexity and support more impactful customer communications
Because Ibotta’s customer communications were historically automated across a number of different platforms and technologies, the company found it increasingly difficult to effectively manage customer journeys as their audience grew. Worse, Ibotta’s marketing team was often forced to rely on the company’s engineers to implement changes, complicating efforts to better understand, message, and build relationships with customers.
To simplify its customer engagement efforts—and to make it easier for marketers to personalize messages, act on relevant data in a timely manner, and reduce their engineering burden—Ibotta turned to Braze.
Ibotta strategy: Deploy a single, best-in-class platform for all customer communications
Because the Braze platform is built and architected on Amazon Web Services (AWS) to holistically support cohesive, data-driven, cross-channel customer messaging, Ibotta was able to orchestrate all of its transactional and promotional customer outreach from a single dashboard. That change served to significantly reduce the complexity involved in sending campaigns and understanding customer behavior across a range of digital touchpoints.
By using Braze as a holistic window into their audience’s behavior and preferences and seamlessly use those insights to inform and target messages, Ibotta was able to more easily reach customers with relevant, timely messages, no matter where they are on their customer journey. As part of that effort, Ibotta leveraged multiple Braze features in order to optimize their customer communications, including:
- Connected Content: By taking advantage of Braze’s support for dynamic content, Ibotta was able serve up one-to-one personalized recommendations for each shopper in real time, providing a more personal, more valuable messaging experience
- Braze Canvas: Braze’s drag-and-drop visual customer journey tool made it possible for Ibotta to create and maintain an ever-evolving, multi-step outreach strategy—and to support seamless testing across message type, timing, frequency, and other factors
In addition, because of Braze’s integration with location data platform Radar, Ibotta was able to leverage location-based information at 140 million distinct locations worldwide to send targeted push notifications based on each shopper’s actual physical location.
Ibotta results: Smarter customer messaging and stronger engagement
Following deployment of the Braze platform, Ibotta scaled up to 4 billion customer touchpoints per year while also successfully evolving its messaging strategy to foreground targeted, personalized outreach, rather than blast message campaigns. These changes drove a 2.2% increase in Ibotta app sessions on Android devices, as well as a 2.5% increase in funded unlocks—which are retailer-supported offers available through Ibotta—on Android. All told, Ibotta is now driving an impressive 26% of its business value through customer communications powered by the Braze platform.
“Braze has really allowed us to scale our communications program and focus on the user,” says Maddie Groves, Associate Marketing Director, Communications at Ibotta. “We can now create a more personalized experience with engaging content that is meaningful to where they’re at in their customer journey at any given time.”
What brands can learn from Ibotta
Today’s brands need to make sure their marketing strategy is supported by a customer engagement platform that’s built to support a stronger understanding of their customers and to enable relevant, personalized, targeted messaging at scale. By prioritizing the right things and leaning on a best-in-class technology to make its vision a reality, Ibotta was able to see stronger results while also providing a better customer experience, even as their company grew and scaled.
To learn more about how Braze helps brands support brilliant customer experiences on mobile, email, and beyond, visit the Braze Client Stories page.