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Appier > Case Studies > Formosa Optical's Digital Transformation with Appier's AI Solutions
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Formosa Optical's Digital Transformation with Appier's AI Solutions

Technology Category
  • Platform as a Service (PaaS) - Application Development Platforms
  • Sensors - Optical Sensors
Applicable Industries
  • Retail
Applicable Functions
  • Sales & Marketing
Use Cases
  • Tamper Detection
  • Track & Trace of Assets
Services
  • Data Science Services
  • System Integration
The Challenge
Formosa Optical, the largest chain eyewear company in Taiwan, was facing a challenge in integrating its offline and online data to better understand and segment its customers. The company had traditionally relied on offline data to inform its marketing strategy, which was leaving out a lot of online data that could provide insights into customer preferences and behaviors. The company was seeking an effective approach to analyze and segment customers such as high-value customers or inactive customers. Furthermore, due to local regulations prohibiting the sale of certain eyewear products online, most transactions were taking place at physical locations. However, many potential customers were discovering and learning about products on the company’s website. Therefore, Formosa Optical needed a way to track customer actions from online to offline and implement an online-to-offline marketing strategy to personalize customer service.
About The Customer
Formosa Optical is the largest chain eyewear company in Taiwan, founded in 1976. The company carries a variety of eyewear products, including prescription glasses, sunglasses, and contact lenses, from a range of brands. In recent years, the company has undergone a digital transformation to target a younger demographic and make product research and selection more accessible online. However, due to local regulations, certain eyewear products cannot be sold online, leading to most transactions taking place at physical locations. Despite this, many potential customers discover and learn about products on the company’s website, creating a need for an effective online-to-offline marketing strategy.
The Solution
Formosa Optical partnered with Appier to leverage its AI data science platform, AIXON, to integrate all of its online and offline data. The AI solution conducted RFM (Recency, Frequency, Monetary) analyses to identify high-value customers and inactive customers. Based on all the data the client had on its customers, AIXON was able to generate 800+ custom labels, including key brands and products of interests, to tag customers with and better target each segment with relevant content and promotions. Once the client had integrated online and offline data and used the insights derived to segment their audiences, Appier’s AI personalization platform AIQUA was able to send the most relevant messages to each individual across multiple marketing channels, including the website, app, email, SMS, etc. AIQUA used AI algorithms to automatically generate recommendations based on what content and products each customer had engaged with and had previously bought, serving up personalized product recommendations and coupons to drive conversions.
Operational Impact
  • The partnership with Appier and the adoption of its AI solutions, AIXON and AIQUA, allowed Formosa Optical to effectively integrate its online and offline data, providing valuable insights into customer preferences and behaviors. This enabled the company to precisely segment its customers based on their preferences and needs, and target them with personalized messages across multiple channels. The AI-driven approach also facilitated the implementation of an effective online-to-offline marketing strategy, moving customers from online discovery to offline purchases. This not only improved the customer experience but also optimized the company's marketing strategy, leading to increased conversions and customer satisfaction.
Quantitative Benefit
  • Integration of all online and offline data
  • Generation of 800+ custom labels for customer segmentation
  • Increase in EDM open rate and click-through rate

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