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“We don’t believe in one-size-fits-all marketing,” said Stephanie Contreras, Senior Lifecycle & Partnerships Manager. “Every brand has a different customer journey, and our job is to design lifecycle programs that actually reflect that.”
Why BMO Media chose Omnisend
BMO Media was already familiar with Omnisend through an existing client, but what truly drew them in was the platform’s depth of customer data and segmentation capabilities.
“What excited me most was the richness of the customer profiles,” said Stephanie. “It gives us the clarity we need to build smarter, more personalized lifecycle programs.”
After seeing a demo, Omnisend’s in-platform segmentation — especially by customer cohort — immediately stood out. Combined with intuitive inbox tools and Gmail-friendly features, it made executing a thoughtful strategy far easier than with other ESPs.
Partner support makes a difference
From day one, the Omnisend Partner Program played a key role in BMO Media’s success.
“My client is based in Latin America, and Omnisend connected us with a bilingual CSM right away,” said Stephanie. “That level of support made onboarding smooth and ensured the client felt confident and supported.”
Beyond onboarding, BMO Media relied heavily on Omnisend’s help center and strategic resources to move fast without friction.
“Any time we have a question, the answers are accessible. And when something gets tricky, the focus is always on collaboration and problem-solving.”
The client success story: Grez Way
One of BMO Media’s standout successes with Omnisend comes from their work with Grez Way — a brand that came in with a clear challenge.
They wanted to increase engagement and revenue, while lowering cost per send and improving deliverability.
Instead of sending more messages, BMO Media did the opposite.
The strategy: less noise, more intention
Using Omnisend’s segmentation and customer insights, BMO Media rebuilt Grez Way’s lifecycle approach from the ground up.
“One of my favorite tools is the Customer Breakdown tab,” said Stephanie. “It visually shows who needs re-engagement and who qualifies as VIPs. There’s no ambiguity — you know exactly who to target and how.”
The team focused on:
- Building strong foundational automated flows
- Segmenting based on real engagement signals
- Avoiding over-messaging at all costs
- Personalizing the lifecycle experience instead of relying on promotions
“We prioritized customers who were already showing intent,” said Stephhanie. “Once that foundation was in place, we could identify where deeper personalization would have the biggest impact.”
The results
The impact was immediate and hard to deny.
Within the first month, Grez Way:
- Sent 387,000 fewer messages
- Increased open rates by 25%
- Increased click rates by 8%
- Improved placed order rate by 0.35%
After two months, the results compounded — $1.5M in additional revenue, driven by improved deliverability and more intentional segmentation.
“All of this came from sending less, not more,” said Stephanie. “That’s the power of using data properly and meeting customers where they actually are.”
Looking ahead
“Omnisend gives us a deep understanding of customer behavior,” said Stephanie. “That clarity is what allows us to identify lifecycle growth opportunities and execute with confidence.”
Looking ahead, BMO Media is especially excited about the future of first-party data and its role in personalization.
“Using someone’s first name isn’t personalization anymore,” said Stephanie. “The real opportunity is creating experiences that align with what customers actually want and need in that moment.”
As customer expectations continue to rise, BMO Media plans to lean even further into Omnisend’s data-driven features and advanced automation to deliver increasingly sophisticated lifecycle programs.
