Specialist retailer now matches great call center and in-store customer experience on digital channels, generating additional revenue within the first four months

INDIANAPOLIS, 2 August 2018 – Emarsys, the largest independent marketing platform company in the world, announces that Replacements, Ltd – a retailer that specializes in china, crystal, silver and collectibles – is further personalizing its service and enhancing its overall customer lifecycle management using the Emarsys artificial intelligence (AI) optimized platform. Gaining access to Emarsys’ advanced data segmentation, analytics and multichannel capabilities has improved Replacements’ ability to personalize communications to existing customers. This has resulted in Replacements generating additional revenue within the first four months of deploying the Emarsys platform.

Founded by Bob Page in 1981, Replacements has dedicated the past 37 years to helping people reconnect with their favorite memories and create new ones. Taking care of customers is the foundation of Replacements’ success. Whether they’re looking to replace a broken heirloom, a damaged piece of china, or a priceless collectible figurine that is no longer in production, customers have come to value and trust Replacements for decades. However, Replacements knew their e-commerce presence needed some work to match the in-store and phone service.

The Emarsys solution that Replacements selected has energized its marketing efforts, enabling better analysis and personalized customer communication. Emarsys CRM Ads will also enable Replacements to better harness purchase and behavioral data to create campaigns across platforms.

Replacements has seen a meaningful increase in incremental revenue upon implementing a browse abandonment campaign. The Emarsys solution has also enabled Replacements the ability to reach customers who abandoned a cart or abandoned the website after browsing. These contacts resulted in increased conversions and revenue. Abandoned cart campaigns alone shot up to a 13.9% conversion rate.

“Emarsys has given us a more systematic and efficient way to segment and send out more one to one messaging. It’s a fairly easy integration and we are actually seeing how it has created a more positive return on our investment by working with Emarsys,” Linh Calhoun, CMO at Replacements, Ltd. “By embedding AI into our marketing strategy, Emarsys is helping us automate and deliver cross-channel personalization to both new and existing customers. This investment will ensure we build longer and better relationships with our customers while effectively meeting their needs.”

“Retailers need to take advantage of the digital disruption that lies at their doorstep,” said Sean Brady, President of Americas at Emarsys. “Replacements understood that in order to reach existing customers more effectively, they needed to understand better customer buying behaviors across multiple marketing channels. Working together with them, Emarsys are excited to support their vision to strengthen customer engagement using our innovative technology and capabilities to improve personalization, automation and omni-channel marketing orchestration.”

Emarsys manages over 350 million daily interactions while analyzing 3.5 billion consumer records and 2.5 million purchase events, integrating customer intelligence, personalization, predictive recommendations and omni-channel marketing at scale, across all devices and social channels into a single cloud-based marketing platform.

About Replacements, Ltd.

Founded by Bob Page in 1981, Replacements, Ltd. has dedicated the past 37 years to helping people reconnect with their favorite memories and create new ones. Explore their timeline to discover how Replacements went from Bob’s part-time hobby to the world’s largest supplier of vintage and current dinnerware, crystal, silver, and collectibles.

For more, visit their website: www.replacements.com


Natalie Homer

Senior Global PR Manager Emarsys


+44 7810 682198