How We Reduced a Mobility Brand's CAC by 41% with Cross-Channel Orchestration

Carolina Quinzan · Originally published 2026-01-24

From the published archive. Historical statements remain under editorial review and are not current service or performance assurances.

# How We Reduced a Mobility Brand's CAC by 41% with Cross-Channel Orchestration

A mobility sector client came to us with a familiar problem: rising customer acquisition costs, declining efficiency, and no clear picture of which channels were actually driving results.

Their previous agency ran channels independently — social with one team, programmatic with another, search with a third. Attribution was last-click. Nobody owned the full picture.

## The Challenge

- **CAC had increased 34%** year-over-year despite flat budgets - Digital presence was fragmented across multiple agencies - No unified audience view — each channel team targeted differently - Measurement was channel-centric: every team claimed success while overall performance declined

## Our Approach

### Phase 1: Intelligence Gathering

We started with RIVAL, our competitive intelligence platform, to map the competitive landscape. The analysis revealed: - Two competitors had significantly increased CTV investment while our client was absent - Share of voice was declining in key digital channels - There was substantial white space in programmatic DOOH for this category

### Phase 2: Audience Unification

Using FOLLOW, we built a unified audience architecture: - Ingested the client's CRM and first-party web data - Created seed audiences from highest-value customer segments - Generated privacy-compliant lookalike models - Deployed unified segments across programmatic, social, CTV, and search simultaneously - Implemented cross-channel frequency capping to prevent overexposure

### Phase 3: OESP Activation

Instead of channel budgets, we planned by objective:

**Awareness:** CTV + programmatic DOOH for broad reach among lookalike audiences **Consideration:** Paid social + native content telling the brand transformation story **Conversion:** Search + retargeting with sequential messaging based on funnel stage **Retention:** Email + owned content nurturing existing customers

ReMotive community intelligence, our social and community division, identified relevant mobility and urban lifestyle communities where the brand could contribute authentically — moving from broadcast advertising to community participation.

### Phase 4: Continuous Optimisation

Agentic AI systems monitored performance across all channels 24/7, making micro-adjustments within pre-defined parameters while escalating significant decisions to human strategists.

This is Humanized Intelligence in action — AI handles the velocity, humans provide the judgement.

## The Results

After six months of integrated operation:

- **41% reduction in CAC** vs the previous year - **28% increase in qualified leads** from the same budget - **3.2x improvement in ROAS** across the paid media mix - **First-party data asset grew by 340%** through owned channel focus - **Share of voice increased from 12% to 23%** in the category

## Key Takeaways

1. **Unify before you optimise.** Channel-level optimisation is meaningless if the channels aren't coordinated. 2. **Audience-first, always.** The same person across different channels, not different audiences per channel. 3. **Competitive intelligence drives strategy.** RIVAL showed us where to play before we decided how to win. 4. **Community adds depth.** ReMotive community intelligence's community approach added engagement layers that pure paid media couldn't achieve. 5. **Measure the ecosystem.** Multi-touch attribution revealed the true contribution of each channel, ending the last-click fiction.

---

*Facing rising CAC? [Talk to Moti](/) about cross-channel orchestration, or [request a confidential audit](/contact) of your media ecosystem.*