Category
Subscription based company
SCHMACK Services
CRM & Loyalty Strategy, MarTech, Operations & Execution, Creative & Design
This case study shows how Bruce, the all-access fitness membership app, leveled up its customer engagement and retention with a CRM setup that moves the needle.
Campaigns
Comms sent
As Bruce transitioned from Intercom to Braze, they faced operational friction that risked disrupting communications. At the same time, campaign execution was slowed by the lack of a standardised email template and limited behavioural insight, making it difficult to scale personalisation and improve retention.
Bruce turned to SCHMACK to streamline their Braze setup and unlock more value.
SCHMACK handled the full migration, built custom flows, and supported 135+ campaigns for faster testing. A universal email template brought consistency, while personalised journeys and a free trial offer boosted re-engagement and acquisition. The Mixpanel integration added the final layer, smarter insights from deeper data.
Bruce now runs smarter, faster campaigns through a fully optimised Braze setup. Engagement saw a 30% increase based on an optimised flow that targets low performers, and retention improved by 15% based on the performance of churn campaigns. With Mixpanel in place, the team gained the visibility they needed to track user behaviour across key metrics and make data-led decisions, setting a stronger foundation for continued growth.
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