Omnichannel marketing: orchestrate every interaction on the most relevant channel
Retail CRM Retail
Personalize, engage, and build customer loyalty at scale with AI
Email, RCS, WhatsApp, push notifications, SMS… All your channels in a single platform
From Omnichannel Marketing to Intelligent Orchestration
Stop choosing your channels in silos. Align business objectives, customer behavior, channel preference, and marketing priorities to orchestrate every message.
With Splio's business agents, these decisions and trade-offs become smarter: who to contact, when, with what message, and on which channel.
Activate all your touchpoints from Splio's agentic CRM platform and give each channel the right role according to your CRM strategy and each customer's preferences.
For every CRM objective, its channel of choice
The customer relationship no longer plays out on a single channel. Intelligent orchestration adapts every message to the customer's objective, context and behavior.
Reactivate an Abandoned Cart
RCS is particularly well suited when the goal is to reduce friction between the reminder and conversion.
Launch a new collection
Email remains the best ground to spark desire, discover new products and provide deeper content.
Reactivate an inactive customer
WhatsApp can break away from traditional campaigns and reignite the conversation with certain high-value customers.
Build Loyalty
Push notifications turns the loyalty program into regular, useful interactions.
Drive Foot Traffic to the Store
RCS bridges the gap between digital campaigns and in-store actions.
Support the post-purchase phase
WhatsApp brings the closeness needed for interactions that go beyond simple transactional communication.
Omnichannel marketing: leverage the strengths of each channel at the right time
Each channel meets a different need. The challenge is not to multiply them, but to understand when and why to activate them.
RCS
Turn every message into an interactive experience
Combining the richness of email with the immediacy of text messaging, RCS enables you to create more engaging and directly actionable mobile experiences.
Ideal Use Case
Abandoned Cart
Product Launch
Promotional Offer
Private Sale
Drive-to-Store
Loyalty Program Activation
Ideal Use Case
Order Tracking
Abandoned Cart
Appointment Reminder
Service and Support
Product Return
Reactivation
Turn communication into conversation
This channel makes it possible to build a more direct and conversational relationship with your customers, especially at key moments of the customer journey, when personal connection and responsiveness make all the difference.
Email marketing
The go-to channel for storytelling and conversion
Thanks to intelligent orchestration, determine when email is the right touchpoint and connect it with other channels to build consistent journeys without multiplying solicitations.
Ideal Use Case
Personalized Newsletter
Collection Launch
Product Recommendations
Welcome to the Journey
Reactivation
Loyalty
After-Purchase
Ideal Use Case
Back in Stock
Price Reduction
Flash Sale
Expiration of an Offer
Event Reminder
Loyalty Benefit
App Re-engagement
Near the store
Push
Trigger action in the moment
Trigger your communications from an interaction, an event or an opportunity to prompt action at the most relevant moment.
SMS Marketing
Get to the point
Its wide reach makes it a particularly relevant channel when the speed and simplicity of the message take precedence over the richness of the content.
Ideal Use Case
Alerts
Reminders
Promotional Codes
Business Emergency
One campaign, multiple channels, one strategy
How to launch a new collection using a tailored omnichannel strategy?
When each channel plays its best role
x 3
from
's click-through rate with RCS vs. SMS
15 to 30 percent
average click-through rate on WhatsApp
x 2
more sessions with Email + push notifications than with email alone
Frequently Asked Questions
Omnichannel marketing coordinates all contact channels (email, SMS, RCS, WhatsApp, push, wallet) around a single customer relationship, based on unified data. The customer experiences a continuous journey without starting from scratch every time. Every message takes into account the previous ones, purchasing behavior and the channel the customer actually uses.
Multichannel uses multiple channels in parallel, but each channel remains isolated with its own campaigns. Omnichannel connects these channels around a single view of the customer and shared data. Example: In a multichannel approach, a customer receives a promotional text message about a product they just purchased via email. In an omnichannel approach, that text message isn’t sent because the purchase is already on record. In practical terms, omnichannel relies on a centralized database, often a CDP, whereas multichannel relies solely on separate tools.
Omnichannel connects all channels (email, RCS, WhatsApp, push notifications) around a single set of customer data. Intelligent orchestration adds a decision-making layer on top: for each customer, it determines who to contact, when, with what message, and on which channel. This decision-making process takes into account business objectives, customer behavior, channel preferences, and marketing pressure.
We choose the channel by considering four factors: the campaign’s objective, the customer’s behavior, their preference for a particular channel, and the marketing pressure already being applied to them. An abandoned shopping cart can be effectively re-engaged via RCS, which is highly visual and allows for immediate action. Reactivating a high-value customer often works best via WhatsApp, which is more personal. The right channel depends on the stage of the customer journey, not on a predetermined rule.
An SMS is a simple text message limited to 160 characters, with no formatting. RCS (Rich Communication Services) adds images, carousels, action buttons, and brand identity directly into the phone’s native messaging app. The sender is verified, which helps prevent spoofing.
Splio agents use signals specific to each customer—purchase history, interactions, channel preferences, marketing pressure, or engagement level—to recommend the most relevant next step: who to contact, when, with what message, and on which channel. The customer journey is no longer predetermined; it evolves based on the customer’s behavior and the CRM objective. The CRM team remains in control, while the agent proposes recommendations and refines them campaign after campaign.