FABSCRAP

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Case Study

Customer Experience Strategy

Brand Strategy

Opportunity

FABSCRAP was founded to tackle New York City’s commercial textile recycling challenge, transforming unwanted materials into reusable resources rather than landfill waste. Through their recycling partner service, they collect materials from businesses, sort them with the help of volunteers, and either recycle them or make them accessible through physical and online stores. While initially seeking support from Pascal Satori for a website redesign, it became clear that a broader strategy was required to reposition FABSCRAP’s brand perception and enhance engagement across all touchpoints for its diverse target audiences.

Strategy

FABSCRAP have a number of very distinct target audiences with very different needs, messaging and actions. To address the diverse needs of their audiences, Pascal Satori crafted a holistic strategy encompassing brand and communication alignment, a user journey audit, brand revision, marketing collateral development, and a website redesign. This strategy repositions FABSCRAP as more than just a waste management solution for brands, but a leader of changemakers reimagining the future of textile waste. It also prioritises building credibility and trust through impactful storytelling and data-driven insights to highlight their measurable impact. This alignment enables FABSCRAP to grow corporate partnerships, engage and retain volunteers, and expand its events calendar, solidifying its role as an innovator in sustainable textile recycling.

Impact

By implementing a cohesive brand and communication strategy, FABSCRAP now has brand clarity and a unified voice across all channels. This fosters deeper connections with each brand, corporate, volunteer, donor, and customer audience while ensuring consistency and supporting long-term growth.

A focus on data-driven storytelling elevates FABSCRAP’s reputation and credability, effectively showcasing its measurable impact and aligning with audience expectations for transparency and trust.

The FABSCRAP brand visual language was reimagined to reflect a modern, sophisticated, and fashionable aesthetic. This refreshed identity resonated more deeply with their community and professional partnerships, paving the way for increased funding and leadership opportunities.

Through a comprehensive audit of customer journeys and touchpoints, both digital and in-person experiences were optimised and streamlined. This included updating the website and automating processes to reduce administrative time, enhancing scalability and improving overall engagement and leads.