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Case Study

How Brideside builds customer affinity with personalized communication at scale

Brideside - Logo Image
Brideside - Hero Image

Increased engagement

Increased visibility 

Enhanced user experience
Brideside's personalized touch fosters customer loyalty
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The Client

Brideside is an all-channel bridal shopping concierge service where the peace of mind and happiness of customers is the highest mission. Some see them as a fashion brand, some say they are a technology or retail company, but at their core they are a team that is fully dedicated to customer service. Jackie Coleman had just come on as the first Product focused hire aside from Brideside’s founder, and optimizing the customer experience was her primary focus in her first 90 daysal channels. The client also helps its customers manage reservations, bookings, key access, and other logistics needs, such as cleaning and supplies.

The Problem

  • Manual tasks created inefficiencies
  • Communication wasn't being tracked or measured
  • Abundance of data that was difficult to manage
  • Current process made handoffs between team members clunky
  • Limited_Control

    Limited Control

  • Limited_Control

    Limited Control

  • Limited_Control

    Limited Control

Brideside - Problem Image

The Solution

  •  Implemented GetFeedback during customer account sign up to capture key customer details.
  • Integrated GetFeedback with Salesforce and wrote Salesforce formulas and triggers to reformat the survey data into consumable text.
  • Concatenated response data with dynamic, tailored communications.
  • Implemented and synced data into Outreach to automatically generate personalized emails and text messages.
  • Outreach also synced all calls, emails, and text messages back to Salesforce.
Bench Prep- Solution Image (1)

The Outcome

Brideside was able to increase their engagement with brides, getting higher response rates to all of their touchpoints. All engagement was tracked in their CRM, giving managers the ability to ensure nothing slipped through the cracks, and providing powerful reporting back to the leadership team on their sales effectiveness. Best of all, all brides got tailored communication customized to the information they had already provided the brand, increasing their love for Brideside.

Increased Engagement
Brideside increased their engagement with brides and saw higher response rates to all of their touchpoints.
Increased Visibility
With all engagement being tracked in their CRM, managers had better visibility into their data and were able to better provide sales effectiveness reporting.
Enhanced User Experience
Customers got more personalized messaging, enhancing their customer experience.

The Tools

The Tools

Brideside Tool Logos Salesforce Logo

Why Aptitude 8?
Brideside chose us because they needed a partner who had vast experience in areas beyond just sales or customer service. Before turning to us, Jackie was unsure how she would implement her bold vision for the future of customer communication for the brand. Her mission was bigger than just sales, and extended across sales, marketing, and account management. The interconnectedness of those business functions is the reason that we were founded and remains one of our many unique differentiators.

Want to learn more? 

About Aptitude 8

Implement. Integrate. Optimize.

Aptitude 8 is a technical consulting firm that helps companies make their business process, and the tools they use to deliver it, a competitive advantage. In today's business environment, the experience your customers have when buying from you is just as important as what you're selling. We build it better.


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