--- title: "CitizenShipper" id: "22540" type: "case_study" slug: "citizenshipper" published_at: "2026-09-07T14:42:19+00:00" modified_at: "2026-09-22T13:01:18+00:00" url: "https://www.mailsoar.com/case-studies/citizenshipper/" markdown_url: "https://www.mailsoar.com/case-studies/citizenshipper.md" excerpt: "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..." taxonomy_esp: - "Customer.io" - "SendGrid" taxonomy_industry: - "E-commerce" taxonomy_issue: - "Bad Sender reputation" - "Email infrastructure" --- 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 expert](https://meetings-eu1.hubspot.com/lawrence-heslin/site?utm_source=google&utm_medium=search&utm_campaign=casestudy) Inbox Placement 35%96% Unique Open Rate 14%44% ![SendGrid](https://www.mailsoar.com/wp-content/uploads/2026/07/SendGrid-300x144.png) In BriefCitizenShipper 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. IndustryOnline Marketplace - B2C with SaaS. ChallengeSender reputation recovery. SolutionDeliverability audit, subdomain segmentation of sending outlets, list cleaning, ongoing monitoring. OutcomeCitizenShipper 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. DurationOver 18 months. 20M emails / month Inbox Placement 35%96% Unique Open Rate 14%44% IP / Domain Reputation RedGreen The ClientThe ChallengeThe Diagnosis 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 1. 1**Email Deliverability Audit** Conduct a comprehensive audit of CitizenShipper’s high-volume email infrastructure, sending practices, audience data, and overall deliverability performance. 2. 2**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. 3. 3**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. 4. 4**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. [https://trustfolio.co/en-GB/profil/mailsoar-hr0DVt0nk/reference/XG0pRO%24L8J](https://trustfolio.co/en-GB/profil/mailsoar-hr0DVt0nk/reference/XG0pRO%24L8J) [in](https://www.linkedin.com/in/richard-obousy-9a8929a/) [Richard Obousy Founder & CEO, CitizenShipper](https://www.linkedin.com/in/richard-obousy-9a8929a/) > 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. [https://trustfolio.co/en-GB/profil/mailsoar-hr0DVt0nk/reference/XG0pRO%24L8J](https://trustfolio.co/en-GB/profil/mailsoar-hr0DVt0nk/reference/XG0pRO%24L8J) ## 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. 35% 96% Inbox Placement 14% 44% Unique Open Rate Red Green IP / Domain Reputation ## 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 **Services**[Find](/services-solutions/deliverability-audit/) (audit) · [Fix](/services-solutions/infrastructure-setup/) (recovery) · [Grow](/services-solutions/recommendation-implementation/) (scaling) · [Run](/services-solutions/ongoing-support/) (monitoring) **Expertise**SPF, DKIM, DMARC, BIMI · IP and domain reputation · Gmail, Microsoft, Yahoo **Platforms**All major ESPs, no platform migration required **Clients**SaaS, e-commerce, finance, publishing, MarTech, high-volume senders [→ Talk to a deliverability expert](https://meetings-eu1.hubspot.com/lawrence-heslin/site) [More about MailSoar](/about/) ## 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. [Voir toutes nos études de cas →](/fr/cas-client/) ## Prêt à rétablir votre délivrabilité ? Un appel offert de 30 minutes avec un consultant senior. Vous repartez avec une solution concrète. [Je réserve un appel](https://meetings-eu1.hubspot.com/pierre-pignault/site-fr?utm_source=site&utm_medium=cta-deliverability&utm_campaign=booking) #### Ready for fast, measurable email performance? Emails in spam, a blacklisted domain, open rates dropping — tell us what's broken and get a straight answer in 30 minutes on how we can help. No commitment. [Talk to a deliverability expert](https://meetings-eu1.hubspot.com/lawrence-heslin/site) [Explore all client case studies →](/case-studies/) #### Ready for fast, measurable email performance? Emails in spam, a blacklisted domain, open rates dropping — tell us what's broken and get a straight answer in 30 minutes on how we can help. No commitment. [Talk to a deliverability expert](https://meetings-eu1.hubspot.com/lawrence-heslin/site) #### Ready for fast, measurable email performance? Emails in spam, a blacklisted domain, open rates dropping — tell us what's broken and get a straight answer in 30 minutes on how we can help. No commitment. [Talk to a deliverability expert](https://meetings-eu1.hubspot.com/lawrence-heslin/site)