Huber & Holly Improves Campaign Performance by 3X with Smart Customer Analytics

The Huber & Holly Story

Founded with a vision to revolutionise the dessert experience in India, Huber & Holly has become synonymous with premium, innovative ice cream creations, and café offerings.

Since opening their first store in Ahmedabad in 2017, they've rapidly expanded to 20+ locations across major Indian metros, earning a devoted following for their unique combinations like Cotton Candy Sundae and 24K Gold Ice Cream.

The Growth Journey

By 2023, Huber & Holly was processing over 50,000 transactions monthly across their locations, with plans to double their footprint in the next 18 months. However, this rapid growth presented new challenges:

"We did not have measures to get the customers back in the outlet and increase the frequency of their visit." - Ankit Chona, Huber and Holly“

"Additionally, the marketing team lacked a baseline for gauging the effectiveness of past campaigns. Without a Customer Data Platform (CDP), our team relied on generic campaigns, with little ability to track impact or ROI for franchisees.”

Solving the Data and Insights Problem

With Reelo, Huber & Holly gained access to valuable data that empowered them to create personalised, data-backed marketing campaigns, enhance their operational strategies, and measure which initiatives drove revenue.

The Huber & Holly team was able to view data across the brand as well as at an individual store level for the very first time. This helped Huber & Holly team move beyond just the high-level sales numbers, allowing them to drill down into why certain stores were excelling.

Features that helped:

1. Customer Analytics and Insights

This customer analytics and insights dashboard allowed Huber & Holly to view locations that faced challenges with guest acquisition, retention, or visit frequency. The team could now:

• Segment customers by visit frequency and spend
• Analyse Purchase patterns
• Track Customer lifetime value
• Real-time insights on customer visits

2. Campaign Management

Using Reelo’s advanced segmentation, the Huber & Holly team built campaigns tailored to specific customer behaviors. By linking these campaigns to actual sales data and targeting high-spenders from the last 6 months, the marketing team was able to showcase the true revenue impact to franchisees.

What helped:

• Multi-channel communication (SMS, Email, WhatsApp) for brand recall
• Real-time campaign performance tracking as visit rates.

3. Auto Campaigns

Reelo helped Huber and Holly set up automated campaigns 10 days before each customer's birthday and anniversary, offering a (10-15%) discount on their order. This wasn't just another discount, but a smart wink that says, "We see you, we appreciate you."

How did it help?

• Customers started taking spontaneous visits to grab their birthday discount
• Made customers feel valued beyond a typical transaction
• Created delightful "Wow, they actually remembered!" moments

4. Loyalty Program Management

Reelo’s Loyalty Program empowered Huber & Holly to reward their MVPs with a minimum purchase of INR. 250, ensuring more business from repeat customers. They did it by setting up:

• Cashback reward system
• Birthday and anniversary rewards

Impact

With Reelo, Huber & Holly saw an attributable revenue through loyalty across stores throughout their entire footprint. Implementing the platform at their 13 locations in just 1 year allowed Huber & Holly to act swiftly on the data and integrate insights into their expansion strategy.

Campaign Results

Huber & Holly launched a revamped marketing strategy based on customer insights generated on Reelo.

Targeted Campaign

Loyalty Program

Birthday and Anniversary Rewards Campaign

Strategic Benefits

Reelo helped Huber and Holly learn more about their customers by collecting and using data in smarter ways. Instead of guessing what customers wanted, they gathered real information to make better decisions.

For potential franchisees, this level of data has proven invaluable. In a competitive franchise market, Huber & Holly’s ability to track transactions, personalise campaigns, and provide franchisees with high-quality insights has become a key differentiator.

Looking Forward

With Reelo's platform in place, Huber & Holly continues to:

• Refine customer segments for more targeted engagement
• Expand their loyalty program tiers
• Test new reward mechanisms
• Scale successful campaigns across locations