Optimising Digital Marketing with SAP Emarsys at FatFace

Logo_FatFace

  • FatFace is a B Corp Certified British lifestyle clothing brand, based in UK.

  • Product ranges across women's, men's,  footwear and accessories for the whole family.

  • FatFace is a multichannel retailer with a thriving international digital business as well as
    over 179 full price stores in the UK, 23 stores in the North America and 5 in the Republic of Ireland. 

Further information: www.fatface.com

Success Story

Optimising Digital Marketing with SAP Emarsys at FatFace

Recognising the potential to enhance their use of the SAP Emarsys technology, FatFace sought a strategic partner to elevate their digital marketing through lifecycle automation and omni-channel execution.

  • Gaps in Emarsys configuration hindering the ability to fully utilise its potential.

  • Errors in data integration affecting the efficiency of marketing efforts.

  • Suboptimal campaign performance and lack of personalisation across email, web channel and lifecycle automations,  
    impacting engagement and conversion rates.

  • Lack of platform training tailored to FatFace's specific requirements and use cases resulting in skill gaps within the marketing team.

Optimal use of Emarsys technology at FatFace

See how the FatFace marketing team now maximizes ROI and unlocks the full potential of the Emarsys platform:
 

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FatFace collaborated with retailsolutions to conduct a thorough health check of their Emarsys configuration and platform adoption, identifying key opportunities and crafting a strategic roadmap for optimal platform utilisation.
 

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The review focused on the following areas:

  • FatFace Emarsys account configuration, data integration and database quality​

  • Campaign performance, deliverability and reporting capabilities​

  • Configuration and performance of the lifecycle automated programs ​

  • FatFace Omnichannel strategy, Smart Insight and email recommendations setup

 

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Unlocking full potential of FatFace's Digital Strategy

Solutions

  • Provided technical guidance and best practice advice to optimise Emarsys configuration.
  • Resolved data integration issues and reconfigured Emarsys reporting for actionable insights.
  • Implemented effective strategies to enhance the lifecycle automations as well as email and web campaign performance.
  • Delivered personalised hands-on training sessions and 'how-to' documentation for FatFace's marketing team.
  • Offered support and guidance to ensure FatFace could drive value and ROI from Emarsys effectively.

Benefits

  • Optimised campaign performance, leading to increased engagement and conversion rates.
  • Resolved data integration issues, ensuring accurate and timely data for marketing campaigns.
  • Enhanced personalisation, resulting in more tailored customer interactions and improved loyalty.
  • Empowered marketing team with comprehensive training, enabling effective utilisation of the Emarsys platform.
  • Successful launch of new automated programs, streamlining marketing processes and driving customer engagement.

Continuous support was provided to help FatFace’s marketing team drive value and achieve a strong return on investment (ROI) from the Emarsys platform, enhancing their overall digital marketing strategy.

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Tailored Campaigns for Enhanced Engagement

We've developed a range of personalized campaigns designed to re-engage customers at critical moments in their journey.

  • The Fast Abandoned Cart campaign reaches out promptly to remind customers of items left in their cart, encouraging a quick return to checkout.
  • The Abandoned Browse campaign targets those who have browsed but not yet committed, offering tailored suggestions to reignite interest.
  • With the Wishlist Confirmation & Reminder campaigns, we help customers stay connected to their saved favorites, whether it’s a gentle reminder to purchase or a confirmation that their wishlist is secure.

By introducing these dynamic and personalised touchpoints, we drive higher engagement, increase conversions, and build stronger customer loyalty.

 

 

Reducing Customer Churn with Timely Interventions

Boosting Retention: Retaining customers is just as important as acquiring new ones.

  • The Point of Lapse campaign was designed to proactively engage customers at risk of churning, offering timely and personalised incentives that encourage them to stay connected with the FatFace.

By analysing customer behavior and identifying early signs of inactivity, we were able to deliver targeted communications—whether it's exclusive offers, personalised recommendations, or gentle reminders. This approach keeps FatFace top-of-mind, giving customers a reason to return and continue their journey with the brand.

 

 

 

 

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[English]

Our strategic partnership with retailsolutions has been instrumental in delivering our CRM transformation. The team brings deep expertise to the table which has been invaluable in driving the change agenda and importantly delivering incremental revenue.​

FatFace

Liam Price

Head of Digital

[English]

retailsolutions have worked seamlessly alongside our internal CRM team to provide strategic support in executing our ambitious roadmap.

Everyone in the team is not only a true subject matter expert but also a pleasure to work with.

FatFace

Liam Price

Head of Digital