// CASE STUDY · OMNICHANNEL
How an 8% channel revenue increase got built.
By replacing a single-channel ad dependency with a fully orchestrated omnichannel strategy, D Spot helped Providio reach the right customers on the right channel — and the numbers followed.
// THE CHALLENGE
One channel. One ceiling. No way through.
Providio is a leading eCommerce provider in Eastern Europe, operating B2C retail across the region — from product ordering and logistics through to post-sale support. The business had hit a wall.
The marketing strategy was built almost entirely on Facebook ads. It worked — until it didn’t. Reach capped out, costs kept climbing, and no amount of additional budget was moving the needle. The ceiling was structural, not tactical.
The customer base was predominantly Eastern European, where Viber dominates conversational engagement and SMS still converts reliably for transactional outreach. But personalisation was nonexistent. Bulk promotions delivered bulk results. Cart-abandonment flows, geo-targeted campaigns, purchase-history segmentation: none of it was in place.
The problem wasn’t effort. It was that the entire strategy was built around one channel, one lever, and one way of thinking about customers. What Providio needed wasn’t more spend. It needed a different architecture entirely.
// THE STRATEGY
Build the system. Let the data drive the channel.
D Spot designed and implemented a full omnichannel marketing architecture — shifting Providio from a single expensive channel to a coordinated, data-driven system where the right message reaches each customer on the channel where they actually convert.
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01
Omnichannel channel mix
Replaced Facebook-only campaigns with a layered mix: Viber for rich conversational engagement, SMS for reliable transactional outreach with automatic failover, and WhatsApp for high-intent follow-up. Each channel matched to the audience and moment where it performs best.
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02
Customer data unification
Integrated purchase history, category preferences and behavioural data into a centralised platform via API — creating the segmentation layer that bulk promotions never had and that makes personalisation at scale possible.
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03
Event-based campaign flows
Built multi-step automated flows for cart-abandonment recovery, time-sensitive promotions and geo-targeted campaigns — triggered by customer behaviour rather than a broadcast calendar, with no manual execution overhead.
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04
Two-way engagement layer
Deployed a cloud contact centre enabling two-way conversations over Viber, email and WhatsApp — turning outbound promotion into real customer dialogue and adding direct support capability that strengthened retention and brand trust.
// THE RESULTS
Strategy executed. Numbers moved.
Integration was straightforward and the impact immediate. With the right message on the right channel — and SMS as a reliable failover for any data gaps — engagement improved across the board and revenue followed.
+8%
CHANNEL REVENUE, ATTRIBUTED
Personalised Viber and SMS campaigns delivered a measurable, directly attributable lift in channel revenue — the clearest proof the new strategy was working.
ROAS & ROI improved
AS REPORTED BY CLIENT · NO PUBLIC FIGURES
Rich media channels plus SMS reliability made every ad euro work harder, while reduced dependency on expensive Facebook inventory improved return on the overall investment.
5–10%
FURTHER UPSIDE TARGETED
With WhatsApp rollout underway, D Spot is targeting a further 5–10% channel revenue increase through country-by-country optimisation of channel mix and segmentation.
“Blending rich media channels such as Viber and WhatsApp with the reliability of SMS allowed us to reach customers where they actually are. The impact on ROAS and ROI was clear, and we are only getting started.”
// NEXT STEP
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