The challenge: misidentified “inactive” subscribers and major revenue loss
BioTrust began noticing that a significant portion of its list was being suppressed due to inactivity, according to the ESP’s algorithm. Unconvinced, the team conducted an independent test and sent a campaign to the suppressed segment.
The results were eye-opening: 80,000 subscribers marked as “inactive” opened the email.
These were engaged customers who wanted to hear from BioTrust. Suppressing them meant not only losing meaningful connections but also losing hundreds of thousands of dollars in potential revenue. BioTrust needed a platform that offered flexibility, transparency, and control – not arbitrary limitations.
The solution: a seamless migration, improved performance, and better subscriber experiences
After meeting with Maropost CEO Ross Andrew Paquette, BioTrust made the decision to migrate platforms. The transition was fast, hands-on, and fully supported – Maropost’s team provided daily, even off-hours assistance to ensure a smooth move to new infrastructure and new sending IPs.
The results: open rates increased by 33% within one month
Within just one month on Maropost Marketing Cloud, the results were undeniable: average open rates jumped from 15% to 20% – a 33% increase.
Custom unsubscribe experience to keep subscribers engaged
Through Maropost’s customer-first innovation approach, BioTrust also collaborated directly with the development team to create a fully customized unsubscribe page. This provided subscribers with tailored options, helping retain contacts who might otherwise unsubscribe completely.
Outstanding, fast, and personalized support
The BioTrust team was particularly impressed by Maropost’s responsiveness. Through the chat support, they consistently received resolutions within 15 minutes from
knowledgeable technicians or managers. The level of hands-on service far exceeded their experience with their prior ESP.
BioTrust has been so satisfied with their success with Maropost Marketing Cloud that they have referred more than 50 large clients – and plan to continue recommending the platform.
About BioTrust
BioTrust is built by a dedicated team of leading health and nutrition experts – including MDs, RDs, PhDs, CPTs, CSNs, PTs, and DCs – who share a unified mission: delivering honest, high-quality nutrition products backed by integrity and science. Every member of the BioTrust team chooses to be part of the company because they believe wholeheartedly in its values and its impact. Their passion is clear: supporting millions of people in achieving better health, better confidence, and better results.
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