{"id":46956,"date":"2025-05-15T18:39:08","date_gmt":"2025-05-15T18:39:08","guid":{"rendered":"https:\/\/messagemedia.com\/case-studies\/oz-hair-and-beauty\/"},"modified":"2025-07-02T10:25:07","modified_gmt":"2025-07-02T10:25:07","slug":"oz-hair-and-beauty","status":"publish","type":"case-studies","link":"https:\/\/messagemedia.com\/au\/case-studies\/oz-hair-and-beauty\/","title":{"rendered":"Oz Hair and Beauty"},"content":{"rendered":"\r\n
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How Oz Hair and Beauty achieved a 38x ROI with personalized SMS<\/h1>\r\n \r\n

Discover how Australia’s premium beauty retailer uses personalized SMS campaigns and two-way messaging to increase sales.\r\n<\/p>\r\n \r\n \r\n \r\n <\/div>\r\n\r\n \r\n \r\n\r\n

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Overview<\/h2>\n\n\n\n

Challenge<\/strong>: Create personalized shopping experiences at scale across online and retail channels<\/p>\n\n\n\n

Solution<\/strong>: Implement targeted SMS campaigns and two-way messaging for higher customer engagement<\/p>\n\n\n\n

Results<\/strong>: Improved customer engagement and conversion rates<\/p>\n\n\n\r\n \r\n \r\n

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38x<\/h4>\r\n
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12%<\/h4>\r\n
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15%<\/h4>\r\n
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But Michela Bracich, RTA Store’s Marketing Operations and Zoho CRM Manager, knows that selling cabinetry isn’t just about the product\u2014it’s about guiding customers through a complex journey from design to installation.<\/p>\n\n\n\n

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\u201cBy using SMS as an engagement and conversational tool, we can add more value for our customers. And Sinch is the easiest-to-use platform to have those conversations.\u201d<\/p>\n– Chris Haddad
<\/strong>CRM and E-Commerce Manager at Oz Hair and Beauty<\/cite><\/blockquote>\n\n\n\n

Oz Hair and Beauty doesn\u2019t just sell premium products. It\u2019s a place where customers can get personalized recommendations for everything from the best dry hair shampoo to the right skincare routine for acne-prone skin. <\/p>\n\n\n\n

\u201cWe want to have conversations with our customers about their hair and skin, so we can guide them to the right products,\u201d said Chris Haddad, CRM and E-Commerce Manager at Oz Hair and Beauty. <\/p>\n\n\n\n

But as the retailer tripled in size over the last few years, maintaining customer relationships in store and online became a challenge. This time, Chris and his team needed some personalized recommendations of their own.<\/p>\n\n\n\n

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