Restart’s previous loyalty program could only serve in-store customers. This created a fragmented experience for those shopping online, but it also limited the data and insights they could glean across all channels.

Faced with restrictive marketing regulations around CBD products, this broken link was impacting their ability to reach customers effectively. Restart needed a loyalty solution that would work across in-store and online channels and bring their data into one place.

"Before, we couldn't separate and segment an in-store versus an online customer," says Declan, Project Manager at TennisGear.

TennisGear faced the challenge of finding the right tech stack for their multi-channel business. Their primary goal was to streamline the customer experience across their retail stores, coaching business, and two online stores. Thanks to the powerful combination of Lightspeed POS and Marsello, they now have all their data in one place, giving them the ability to create cross-location segments.

Founded in 2018 by sisters Sydney and Shayda Torabi, Restart is a Texas-based business specializing in high-quality CBD products.

Restart is committed to providing pure, organic CBD products, along with expert education for customers navigating the benefits for sleep and wellness. They are a recognized leader in the Texas market, offering a wide range of solutions from oils to topicals.

Restart previously faced the challenge of only being able to offer loyalty rewards to their in-store customers, leaving online shoppers out of the experience. "Our in-store loyalty worked awesome, but our website is with WooCommerce, and they didn’t mingle," Sydney explains. "So I never had a loyalty program that could work for both in-store and online customers."

With Marsello, Restart now has a loyalty program that works across all channels, allowing customers to earn and redeem points in-store and online. "When we found out Marsello could link our in-store with WooCommerce, it was amazing," Sydney says. "Loyalty is such a game changer."

With Marsello, Restart can use their loyalty data to reach customers with more personal campaigns. This has been particularly important, given the advertising restrictions on cannabis-related products. Sydney explains that loyalty data gives them audience insights to get more creative with campaigns. 

Restart reaches customers most effectively through targeted email promotions and loyalty campaigns, which both drive high response rates and engagement. “It’s a great way to let customers know we appreciate them and to give them extra savings,” she shares.

Marsello’s analytics tools have provided Restart with valuable insights into customer behavior, loyalty engagement, and sales trends. "I like looking at redemptions and general sales," said Sydney. "It helps me see how many people are coming in and taking part in loyalty, both online and in-store."

Sydney can now make data-informed decisions when running campaigns, tailoring the approach based on the insights. Now she knows what works, what doesn’t, which campaign is best for this segment, and more.

Marsello’s support team has provided Restart with reliable, hands-on assistance. "This is honestly the first time I've ever had a solution where people are invested in actually listening to us and figuring something out," Sydney says. "Marsello’s team genuinely cares, and that means a lot to a small business like ours."

With Marsello’s dedicated support, Restart can manage their loyalty program confidently, knowing they have a partner that understands and supports their needs.