Case Study: From Chaos to Clarity

Saving a Failing Implementation

Their Challenge

When a national membership organization came to us, they were three months into a Braze implementation that was unraveling quickly. Their strategy - replicating processes from their legacy platform - was backfiring. User engagement was dropping, revenue was slipping, and their team was buried in manual work.

The issues ran deep. Their weekly newsletter demanded excessive production time, bogged down by repetitive HTML edits across eight audience segments. Meanwhile, a larger crisis loomed in their data infrastructure: tens of thousands of users were miscategorized as “unidentified” daily. Duplicated profiles, fragmented identity resolution, and misaligned integration across their web SDK, CDP, and Braze were compounding the chaos.

Strategically, they were using Braze like a batch-and-blast tool; ignoring its capabilities as a journey orchestration platform. The impact was clear: stagnant email performance, unsustainable operations, and a team that had lost faith in the platform.

Our Approach

We engaged on three critical fronts: strategic transformation, technical innovation, and operational efficiency.

Journey Architecture Redesign

We reimagined their messaging strategy, replacing batch campaigns with responsive, behavior-based lifecycle journeys. This wasn’t just a tune-up, it was a full journey-led ecosystem built for scale.

Solving the Identity Crisis

We engineered a custom solution that aligned their web SDK, CDP, and Braze environments - reducing unidentified users from tens of thousands to fewer than 10 per day. Our proprietary Braze Amplifier tool (B.O.N.D.) enabled force-merging at scale, eliminating duplicate profiles and saving their development team over 80 hours. We also streamlined more than 500 segment logic statements, cutting QA time by 70%.

Building Operational Leverage

We implemented a three-tier personalization system that combined profile data, Braze Catalogs, and Google Sheets-powered Connected Content. A single dynamic template using advanced Liquid logic enabled 250+ content permutations. The newsletter workflow went from hours of HTML edits to a simple weekly upload - one Google Sheet, one CSV file, zero dev tickets.

This organization didn’t just recover from a failing implementation; they leapfrogged ahead in Braze maturity. With the right combination of native tools, tailored solutions, and strategic guidance, the platform can easily shift from frustrating to transformational.

Their Results

Once the transformation was complete, the results spoke for themselves:

• Journey-Led Engine: Canvas sends increased by 66%, while total email volume grew just 14%. Behavior-led messaging became the foundation, not an afterthought.

• Engagement at Scale: Click-through and click-to-open rates improved, even as volume increased. They weren’t just sending more, they were sending smarter.

• Revenue Growth: Email-attributed revenue jumped ~20%. Revenue per 1,000 sends rebounded to 5% above baseline - now at a significantly higher send volume.

• Operational Liberation: Newsletter production time shrank from 5-7 hours to just 30 minutes per week, freeing the team to focus on higher-impact work.