Crocs Mexico is the official licensee for the globally recognized Crocs brand, a popular footwear company sold in more than 85 countries.
Case Study
Crocs Mexico: Exceeding Crocs CX benchmarks by 35%
400k
segmented contacts managed with a single view
35%
above corporate service level benchmarks
10%
of gross income generated by personalized marketing automation
Company
publicMexico
Industry
Retail + Ecommerce
Key features used
CRM
Custom Objects
Card View
Email Automation
CMS
API + webhook automations
Custom Objects
Card View
Email Automation
CMS
API + webhook automations
Introduction
While Crocs headquarters in the U.S. uses Salesforce for CRM and ecommerce, international licensees are free to use any platform that meets the brand’s global standards.
For Crocs Mexico, the cost of Salesforce — running into the hundreds of thousands of dollars — made it an impractical choice. The team needed a more cost-effective alternative that still met Crocs’ high requirements for data security, compliance and customer experience.
With support from GetReAll, a digital services agency supporting the Mexico operations of global brands, the team adopted Ontraport as their central system. Through integrations with SAP, Shopify, WhatsApp and other third-party platforms, Ontraport now powers marketing, automation and last-mile operations for Crocs Mexico.
To build our custom system that integrates last-mile operations, marketing and business processes would have cost a fortune without Ontraport. Ontraport is cost-effective and easy to use for day-to-day activities.
Founder, GetReAll
The Challenges
The Challenges
Meeting strict requirements within budget
Crocs Mexico needed a system that satisfied the brand’s global tech and compliance standards, from security and regulations to reporting on profitability — without the massive overhead of Salesforce.
Going beyond Shopify’s capabilities
Shopify worked well for ecommerce, but the team needed more powerful tools to handle order management, fulfillment and personalized marketing. Shopify’s native automation was too limited to support the high-touch customer experience Crocs is known for.
The Solution
The Solution
A fully integrated order management system
Ontraport became the central hub for all Crocs Mexico customer and order management. It collects purchase data from Shopify and shipment data from carriers like UPS and FedEx, creating a seamless, end-to-end operations system.
The team uses Ontraport’s kanban-style Card View to monitor every order stage — paid, packed, delivered, returned, or canceled — all in one place.
The team uses Ontraport’s kanban-style Card View to monitor every order stage — paid, packed, delivered, returned, or canceled — all in one place.
Streamlined fulfillment workflows
As soon as an order comes through, Ontraport generates a packing slip for the warehouse team. Shipping labels are also created directly inside Ontraport via API integrations with logistics carriers, streamlining the entire fulfillment process.
Automated WhatsApp order updates
Customers receive real-time shipping updates via WhatsApp, sent automatically through Ontraport. If a customer sends a question, Ontraport can pull and send relevant answers from the order record — no manual lookup required.
Convenient customer portals
Using Ontraport’s Dynamic CMS, Crocs Mexico built custom portals where customers can:
- Track orders in real time
- Request returns or exchanges and receive their shipping labels
- Check loyalty rewards, including points toward future discounts and giveaways
Personalized, data-driven marketing
The marketing team uses Ontraport to run highly personalized campaigns — based on purchase history, average spend, product type and replenishment windows.
“You can’t do this in Salesforce’s Marketing Cloud,” Alejandro said, explaining that you’d have to purchase Ecommerce Cloud and pay a developer to integrate them. “In Ontraport you can set this up in a day.”
“You can’t do this in Salesforce’s Marketing Cloud,” Alejandro said, explaining that you’d have to purchase Ecommerce Cloud and pay a developer to integrate them. “In Ontraport you can set this up in a day.”
Flexible, custom client experiences
Crocs Mexico uses Ontraport to tailor the journey for every customer. For example, they can:
- Automatically waive shipping on select SKUs
- Trigger updates for delayed orders
- Customize communication flows based on order history and real-time events
One of the biggest challenges when you’re managing an online store is to create unique customer experiences that reflect brand values. That can only be achieved with journey automations based on data. Ontraport offers the robust central database and automation features required to make this happen. It’s a very flexible all-in-one automation platform.
Founder, GetReAll
Results
Results
✔ 6,000 orders processed each month
✔ 35% better performance than required by Crocs corporate SLA due to last-mile automations and real-time order status tracking
✔ 400,000+ segmented contacts managed with a single customer view
✔ $1,000+ in monthly savings compared to other tools
✔ 98% system uptime across 20,000+ monthly API calls
✔ 100+ automated workflows across marketing and operations
✔ 10% of gross income driven by personalized marketing automation
Looking Ahead
Looking Ahead
Next, the team plans to launch full omnichannel marketing operations — using Ontraport as the bridge between in-store and online customer data.
By leveraging insights like customer lifetime value and SKU-level history, they’ll deliver even more tailored campaigns and nurturing automations to drive revenue.
The systems built for Crocs Mexico have since become blueprints for other global brands operating in Mexico, including Bioderma, L’Oréal, Forever 21, and Boardriders Brands (Quiksilver, Billabong, Roxy, DC Shoes, RVCA) — with more on the way.
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Founder and CEO
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Chief Operating Officer
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