About ARKANA
Arkana is a manufacturer of innovative cosmetics and beauty products. Their key values are highest quality, an individual approach to clients, and original formulas based on scientific evidence and years of experience.
Arkana offers its products to both individual and business clients (professional beauty salons). Beyond their presence in brick & mortar beauty stores, a key element of Arkana’s business is selling products online — through their e-store and a branded e-commerce app.
The Challenges
Prior to adopting Positive User, the Arkana team struggled with a fragmented technological setup that hindered their growth. They were using a tracking and automation tool that lacked integrated CRM capabilities, forcing them to manage separate applications for marketing automation, customer relationship management, and project management.
This disjointed workflow created significant friction in daily operations. The team was also dissatisfied with the non-intuitive interfaces and slow support processes of their previous providers.
Why Positive User
Arkana decided to switch to Positive User to unify their operations around two primary strategic objectives:
- Driving sales across all segments — consolidating their tech stack to improve brand awareness and maintain closer proximity to customers across every marketing channel
- Optimizing operations via integrated CRM — replacing fragmented tools to improve the speed and quality of information flow between field employees and office-based staff
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How Positive User Helps
Achieving a true omnichannel approach is a top priority for the Arkana team. Their goal is to provide a seamless, personalized experience whether a customer is browsing the website, purchasing from the online store, or using the Arkana app to check local stock before buying in-person.
To deliver this experience, they currently use:
- WebPush and email campaigns — including newsletters, special offers, and automated abandoned cart recovery
- Live chat and pop-up automations — to engage users in real-time
- Advanced automation flows — designed to streamline the customer journey
The team is also testing SMS campaigns, In-App messages, and Mobile notifications. By integrating the Arkana app with the Positive User mobile SDK, they can now track in-app behavior and trigger targeted MobilePush and In-app communications.
Goals & Achievements
The transition to Positive User has allowed Arkana to bridge the gap between their digital presence and physical sales operations:
- Successful omnichannel integration — unified customer data across website, online store, and mobile app for a consistent experience at every touchpoint
- Enhanced operational speed — consolidating CRM, team management, and tracking into one platform significantly accelerated information flow between office staff and field sales representatives
- Effective online-offline synergy — offline interactions such as phone calls and B2B field visits can now be matched with online behavioral history
- Advanced mobile engagement — through the mobile SDK, Arkana launched targeted in-app messages and MobilePush campaigns for deeper engagement with mobile users
- Strategic marketing agility — the ability to experiment with chatbots and quickly pivot to live chat support demonstrated the platform’s flexibility
