Ecommerce - Marketplace
CitizenShipper
After struggling to scale mass email campaigns of nearly 20 million emails per month without damaging deliverability, CitizenShipper partnered with MailSoar to rebuild its email infrastructure and sender reputation. Today, CitizenShipper is free from major deliverability issues and continues to work with MailSoar through an ongoing monitoring and maintenance partnership, ensuring reliable inbox placement as email volumes continue to scale.
Talk to a deliverability expertInbox Placement
Unique Open Rate
CitizenShipper is a US-based SaaS company serving the shipping and transportation market, with the majority of its customers located in the US. As part of its operations, the company sends more than 20 million emails per month across marketing, transactional, support, and customer success communications.
- Industry
Online Marketplace - B2C with SaaS.
- Challenge
Sender reputation recovery.
- Solution
Deliverability audit, subdomain segmentation of sending outlets, list cleaning, ongoing monitoring.
- Outcome
CitizenShipper is free from major deliverability issues and continues to work with MailSoar through an ongoing monitoring and maintenance partnership, ensuring that its email infrastructure remains healthy and deliverability stays strong as sending volumes continue to scale.
- Duration
Over 18 months.
20M emails / month
Inbox Placement
Unique Open Rate
IP / Domain Reputation
CitizenShipper is a US-based SaaS company serving the shipping and transportation market, with the majority of its customers located in the US. As part of its operations, the company sends more than 20 million emails per month across marketing, transactional, support, and customer success communications.
The company encountered significant email deliverability issues following several broad-audience marketing campaigns. These campaigns negatively impacted the reputation of its primary sending domain, causing deliverability problems to spread across multiple email channels. As a result, open rates declined significantly, while customer support tickets increased due to undelivered emails.
MailSoar identified the root causes of the deliverability issues and worked with CitizenShipper over several months to implement best practices, improve audience segmentation, and separate sending streams through dedicated subdomains. This helped isolate different types of email traffic and protect the reputation of each sending stream.
What we did
Subdomain segmentation, list hygiene, and re-engagement took CitizenShipper's inbox placement from 35% to 96% across 20M+ monthly emails.
A 4-step deliverability rebuild
-
Email Deliverability Audit
Conduct a comprehensive audit of CitizenShipper’s high-volume email infrastructure, sending practices, audience data, and overall deliverability performance.
-
Implementation of changes
Implement a clear segmentation strategy across CitizenShipper’s email streams, separating marketing, transactional, support, and customer success communications through dedicated subdomains. Improve list hygiene, sending practices, and audience segmentation to protect domain reputation, reduce bounce rates, and ensure that issues affecting one email stream do not impact the deliverability of the others.
-
Audience reach & re-engagement
Gradually rebuild engagement by prioritizing active and responsive audiences across CitizenShipper’s different email streams. Use engagement-based segmentation to re-engage valuable contacts while limiting exposure to inactive or unresponsive recipients, helping restore sender reputation and improve inbox placement at scale.
-
Maintenance & monitoring of the deliverability
Continue partnering with CitizenShipper to monitor and protect deliverability across its high-volume email ecosystem, with 20M+ emails sent every month. Proactive alerting, ongoing reporting, and continuous monitoring of domain and IP reputation, inbox placement, bounce rates, and engagement signals help identify and resolve issues early, allowing CitizenShipper to scale its email communications without compromising deliverability.
Pierre and his team from Mailsoar have helped our company improve our email deliverability metrics to ensure that we get as many of our emails in our customers inbox as possible. Prior to his team working with us we saw a large number of emails going into spam, junk, or for the case of gmail, promotions/social. . As an online marketplace, emails are a crucial component to our supply and demand components interacting efficiently. This has helped improve that efficiency.
The results
Today, CitizenShipper is free from major deliverability issues and continues to work with MailSoar through an ongoing monitoring and maintenance partnership, ensuring that its email infrastructure remains healthy and deliverability stays strong as sending volumes continue to scale.
MailSoar at a glance
MailSoar is an international email deliverability consultancy specializing in inbox placement, sender reputation, email authentication and email infrastructure.
25
Experts
Senior deliverability consultants
500+
Clients
In 20+ countries
4.9/5
Trustfolio
200+ verified customer reviews
Frequently asked
Why is sender reputation important for high-volume email senders?
Sender reputation directly influences how mailbox providers evaluate incoming emails. For a company sending 20M+ emails per month, a reputation issue can affect millions of messages and potentially impact marketing, transactional, support, and customer communications simultaneously.
