Case studies

1 in 3 post-purchase offers are accepted, resulting in a 14% increase in revenue. Here's how to do it.

LUMINAS is a unique wellness brand that sells adhesive patches for pain relief, immune boosting, and sleep. Using post-purchase offers, they were able to increase their revenue by 14% in 3 months.


Goals for LUMINAS

To understand how LUMINAS was able to get a 14% increase in revenue, we have to understand why they came to Rally in the first place.

With the aim of achieving sustainable and higher-margined sales, LUMINAS looked closer at their consumer behavior on their storefront. In doing do, they realized that an inefficient checkout experience was preventing buyers from actually completing transactions - resulting in high checkout abandonment rates. By understanding where improvements needed to be made, they were able to seek out the right tools to help them achieve their new goals.


The obstacles

Enticing an older demographic can be a daunting task for any online business, but that was the challenge LUMINAS had to face when looking into creating a new checkout process. With buyers usually aged 35-60 years old, the team knew it would take finding something simple enough for everyone to understand and use.

After months of searching only leading them down paths with false promises from other vendors, Rally gave them hope as their ideal partner - guiding each buyer through what could otherwise have been perceived as a difficult purchasing journey!


“Every little thing that’s been implemented into our website where we’ve had to use a third party, there were false promises, like blatantly false promises. And so we’ve had a horrible experience. I think the best experience we’ve had, and I’m not just blowing smoke here, but truly Rally has been the best experience that we’ve had today”. ~Taylor Distler, COO LUMINAS.

“[Rally] specifically focused on BigCommerce in that integration. We were looking for a key couple of features that we thought would help with conversion rate, especially in the checkout process. Then the post-checkout capabilities were the flame that attracted us.

Our chairman and CEO both wanted to see us try to implement that, and we had tried it with other partners, but there were a lot of false promises out in the marketplace, especially as it pertains to BigCommerce. The Rally checkout is seamless and easy. It gets people through it if they forget their email or whatever the case. It was obvious, if this is legit, that it will lead to higher conversion rates. That was very clear”. 

The implementation process

During their 30-day free trial, the LUMINAS team wanted to test various post-purchase offers (PPOs) to see how it works and what would resonate the best (if anything) with their audience.

They split their 30-day trial into three segments of 10 days. During this time they created a different PPO for each segment and looked at the customer conversion rate and revenue generated.

These were the initial test results:

  • Segment 1 increased revenue 9.5% from the tested PPO
  • Segment 2 increased revenue 14% from the tested PPO
  • Segment 3 increased revenue 8.3% from the tested PPO
  • Over the whole 30-day testing period, the PPOs delivered a 15.64% increase in revenue

So, did it work?

Heck yea it did! Seeing a 15% increase in revenue just days after launching their first PPO led them to believe that this was the answer to their problem.

Since then, their stats have been amazing.

  • PPOs have generated an average 14% increase to their overall revenue
  • 1 in 3 PPOs that are shown are accepted
  • 72.89% conversion rate on the checkout is nearly a 40% increase from the 35% industry standard

Those results are incredible and they are continuing to improve as they add more offers and increase their 1-click checkouts for returning customers.

“We put together a report on how things have performed since September and we looked at the numbers from a revenue perspective, the total number of orders that went through the post-checkout upsell, and it was really strong.” - Taylor Distler, COO

What does the LUMINAS team have to say about it all?

“I'd say there's no downside in my mind. A lot of companies think about things in the ROI basis, like risk and ROI. And I think the risk is pretty minimized in these scenarios and there's really only upside...The incremental return is very obvious. Giving the month trial period as well really gives you insight into the process and the potential effectiveness of the program as well. So, again, I think there's no downside." - Taylor Distler, COO 

“You guys do a really great job by giving us a document that listed out all of the steps that we need to do and what you are going to do with us. You walked us through step-by-step and let us know what to do. And the technician team he's helped us a lot.

The onboarding went really well…as a team, we like the interface that the Rally admin gives to us. Compared to the previous upsell platforms that we [almost] had in contract, those are really not easy to use. In contrast, Rally gave us a really smooth user interface so it is easy for me and my team, and all the people on my team who are not really knowledgeable about technology, they can do it easily. " - Joey Le, Front End Developer


At Rally, we have greatly appreciate our time with the LUMINAS team. They are innovative, fun, and always willing to test and try new things. Their success with the one-click checkout and the post-purchase offers feature is due to their willingness to look at the data and meet their customers where they are. If you are ready to test your checkout process with Rally, let us know and we’ll get you started right away.

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Listen to the full interview with the LUMINAS team

December 15, 2022
Author:
Jordan Gal
Founder / CEO
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Tags:

platforms, commerce, crypto, headless, checkout, one-click, web3, community-owned

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