FAIS Group — RFP Vendor Comparison

Executive Scorecard

Quick assessment across critical dimensions

Vendor A

Lighthouse

ModelAgency (services + Klaviyo)

Platform OwnershipKlaviyo (3rd party)

Year 1 Total CAPEX€40,900+

Year 1 Total OPEX (svc)€20,400+

Klaviyo Platform CostNot quoted — TBD

ERP IntegrationNot included

Multi-brand Architecture✓ Master + 8 sub-accounts

SMS/Viber✓ Included in setup

Greek-market expertise✓ Explicitly addressed

Vendor B

ContactPigeon

ModelNative SaaS CDP platform

Platform OwnershipProprietary (all-in-one)

Year 1 Total CAPEX€11,800 (onboarding)

Year 1 Total OPEX (platform)€111,654/yr subscription

KlaviyoNot applicable — own platform

ERP IntegrationQuoted separately — not included

Multi-brand ArchitectureNot detailed — 0 extra stores in plan

SMS/Viber✓ Included (3rd-party cost extra)

Execution / Agency servicesNot included in offer

CAPEX vs OPEX Breakdown

All figures ex-VAT. Lighthouse Klaviyo platform costs are estimated separately (not provided by vendor).

Lighthouse — Cost Structure

Phase 1 — Technical Setup

Klaviyo accounts, Magento connectors, SMS/Viber, pop-ups, list import (all 8 brands)

€17,500

CAPEX

Phase 2 — Core Flows (× 8 brands)

Welcome + Abandoned Cart + Day-one segments, full copy/design/HTML

€23,200

CAPEX (€2,900 × 8)

Phase 3 — Value Flows (× 8 brands)

Browse Abandonment + Post-Purchase flows, full copy/design/HTML

€23,200

CAPEX (€2,900 × 8)

Phase 4 — Maturity (RFM, Win-Back, Brand Flows)

Quoted separately upon activation

TBD

CAPEX

One-off CAPEX (Ph. 1–3) €63,900

Monthly Retainer — Campaign execution

3 campaigns/month, A/B testing, reporting, alignment call

€1,700/mo

OPEX

Optional: Klaviyo Usage Support

Up to 5 hrs/month platform advisory

€250/mo

OPEX (optional)

OPEX — Annual (base retainer only) €20,400/yr

⚠ Klaviyo Platform Subscription

Not quoted. Estimated ~€1,500–€4,000+/mo depending on contacts & usage across 8 brands

NOT INCLUDED

OPEX (estimate)

⚠ SMS/Viber Message Credits

3rd-party provider costs not quantified

NOT INCLUDED

OPEX (extra)

ContactPigeon — Cost Structure

Onboarding Fee (8 domains, one-time)

Account setup, website integration (1 domain), user training. Does NOT include ERP/CRM interconnection or multi-domain full setup

€11,800

CAPEX

⚠ ERP / CRM Interconnection

Quoted separately based on scope — not included

TBD

CAPEX

One-off CAPEX (disclosed) €11,800

Annual Platform Subscription (Year 1)

Includes: CDP, automation, segmentation, email, push, Viber/SMS/WA, paid media integration, helpdesk. Up to 800K contacts, 8M pageviews, 8 users, 2 helpdesk seats, 2yr data retention

€111,654/yr

OPEX

Annual Platform Subscription (Year 2+)

Same as Year 1 (no change quoted)

€111,654/yr

OPEX

Upfront Payment Discount

20% discount available — total savings over 3 years: €69,353

−20%

if prepaid

OPEX — Annual platform €111,654/yr

⚠ SMS/Viber Message Credits

3rd-party SMS delivery costs extra — pricing available upon request

NOT INCLUDED

OPEX (extra)

⚠ Agency / Execution Services

No campaign execution, flow copywriting or creative services quoted

NOT INCLUDED

OPEX (extra)

⚠ Physical Store Integration

QR codes / access points not included

NOT INCLUDED

extra

3-Year Total Cost of Ownership (TCO) Estimate

Ex-VAT · Lighthouse Klaviyo platform est. at €2,500/mo avg

Cost Item	Type	Lighthouse	ContactPigeon
ONE-OFF / CAPEX
Technical Setup / Onboarding	CAPEX	€17,500	€11,800
Core + Value Flows (Phases 2 & 3)	CAPEX	€46,400	—
ERP / Middle DB Integration	CAPEX	Not quoted	Not quoted
Total CAPEX (excl. ERP)		€63,900	€11,800
RECURRING / OPEX (annual)
Platform Subscription	OPEX	~€30,000* est.	€111,654
Agency / Retainer Services	OPEX	€20,400	Not included
SMS/Viber Credits	OPEX	TBD	TBD (extra)
Total Annual OPEX (excl. SMS)		~€50,400+	€111,654
3-Year TCO Estimate (excl. ERP & SMS)		~€215,100+	~€347,000+

*Klaviyo cost estimate for 8 sub-accounts based on market rates; actual cost must be confirmed by Lighthouse. ContactPigeon Year 1 includes onboarding. Significant cost gap narrows if ContactPigeon 20% upfront discount is applied (~€277K TCO).

Feature-by-Feature Comparison

Scope coverage relative to your stated RFP requirements

Area	RFP Requirement	Lighthouse	ContactPigeon
Platform & Architecture
Platform Model	CRM/CDP ecosystem	Klaviyo (3rd-party) via agency configuration. Best-in-class for e-comm flows.	Proprietary all-in-one CDP. Broader channel coverage but less specialized e-comm flow depth.
Multi-brand Setup	8 e-commerce stores	✓ Covered Master account + 8 sub-accounts. Or 8 separate accounts. Detailed architecture provided.	⚠ Unclear Offer lists 0 additional stores in threshold table. No sub-account architecture described.
Magento Integration	Magento for 3+ stores	✓ Detailed 3-phase integration (Staging → Install → QA) for Kalogirou, Haralas, AAS. Clear prerequisites listed.	Partial Ecommerce integration included. Magento-specific depth and phased plan not described.
Other Platforms	Under Armour, Puma, Levi's, Zmall, Kiko, Sportswind	✓ Addressed 5 stores require individual connector configs — acknowledged in scope.	Generic Web integration listed as included. No platform-specific notes for each domain.
ERP Integration	Entersoft ERP + new middle DB	✗ Missing Not mentioned anywhere in proposal.	✗ Missing Explicitly excluded from onboarding — quoted separately. ERP/CRM scope TBD.
Automation & Flows
Core Flows	Welcome, Abandoned Cart, Browse, Post-Purchase, Win-Back	✓ Full spec Detailed trigger logic, timing, email content, SMS/Viber per each flow. All 8 brands. Includes copy + design + HTML.	✓ Included Ecommerce triggered scenarios listed as a platform feature. No execution detail or brand-specific logic provided in offer.
Brand-Specific Flows	Per-brand tailoring	✓ Excellent Kalogirou VIP, Kiko replenishment/gifting, Zmall drop alerts, Levi's birthday — all specified.	✗ Not detailed Platform supports it, but no brand-specific flow design included in offer scope.
Segmentation	Audience segmentation architecture	✓ Tiered Day-one behavioral → RFM (60-90d) → Predictive CLV/Churn (90d). Cross-brand segments.	✓ Capable RFM/Churn/CLV, AI product recs, multi-level dynamic segmentation — platform features confirmed. No phased plan detailed.
Channels
Email	Email campaigns & flows	✓ Full copy, design, HTML included in every flow. 3 campaigns/mo in retainer.	✓ Email delivery included. No execution/creative services in offer.
SMS / Viber	Greek market SMS + Viber	✓ Detailed Viber Business Messages + SMS fallback. Branded sender name. Credits cost extra.	✓ Included SMS/Viber/WhatsApp in platform. 3rd-party delivery costs extra. No Greek-specific Viber strategy described.
WhatsApp	Not specified in RFP	Mentioned Welcome Series references WhatsApp for luxury brands. Phase 1 explicitly excludes it.	✓ Included WhatsApp listed as a native channel in platform.
Push Notifications	Not specified in RFP	✗ N/A Not a Klaviyo native channel.	✓ Included Push notifications native to ContactPigeon.
Paid Media	Not specified in RFP	✗ N/A	✓ Included Facebook/Instagram/Google audience sync included.
Execution & Services
Campaign Execution (3 mo)	Hands-on execution, first 3 months	✓ Explicit Monthly retainer covers 3 campaigns/month with full execution, A/B testing, reporting, alignment.	✗ Missing Platform-only offer. No campaign management, creative, or strategy services included.
Copywriting & Design	Flow & campaign creative	✓ Included All flows include full copy, graphics, HTML per brand.	✗ Not included Not mentioned — would need separate agency or internal team.
Training / Enablement	Team upskilling	Partial Weekly status calls, shared Teamwork tracker. No formal training sessions described.	✓ Included User training explicitly part of onboarding fee.
Analytics & Reporting
Reporting	Performance tracking	✓ Per-brand + Group-level KPIs defined. Monthly reporting in retainer. Greek market benchmarks provided.	✓ BI Analytics & Custom Reporting, Audience Insights listed. No KPI framework or reporting cadence described.
Predictive Analytics	CLV, Churn, RFM	✓ Klaviyo native (CLV, Churn Risk, Next Purchase). Tiered activation plan provided.	✓ RFM, Churn, CLV listed as platform features. AI product recommendations included.

What Is Missing From Each Offer

Items required by your RFP that are absent, vague, or excluded from each vendor's scope

Lighthouse — Gaps & Missing Items

⚠

Klaviyo Platform Cost Not Quoted Critical omission. The actual Klaviyo subscription (8 sub-accounts, contacts, email volume) is entirely absent. This is a significant recurring OPEX that could easily range €2,000–€5,000+/month. Without it, cost comparison is incomplete.

⚠

ERP / Entersoft Integration Not Mentioned Your RFP explicitly requires Entersoft ERP integration and a new independent middle database layer. Lighthouse's proposal is completely silent on this — a major scope gap.

⚠

SMS/Viber Message Credit Costs Provider integration is included in setup, but per-message costs across 8 brands are not estimated. With active SMS campaigns, this can be significant OPEX.

⚠

Phase 4 (Maturity) Left Unpriced Win-back flows, brand-specific flows, flow optimisation and RFM activation are quoted as "TBD upon quotation." You need a ballpark figure to assess total investment.

⚠

Non-Magento Stores Integration Detail Thin 5 stores (Under Armour, Levi's, Zmall, Puma, Kiko) need individual connector configs. No technical approach, timeline or complexity assessment is given for these.

⚠

Consent Pop-up Scope Unclear Consent pop-up design and implementation is mentioned under Phase 1, but it's unclear if this covers all 8 brands or only the Magento ones. GDPR compliance mechanics (double opt-in, audit trail) not specified.

⚠

Retainer Scope — Which Brand? Monthly retainer of €1,700 covers "3 campaigns/month" but doesn't clarify if this is 3 campaigns across all 8 brands or 3 per brand (a 24-campaign/month operation is very different from 3 total).

⚠

Data Migration / Historical Order Import No mention of migrating historical customer/order data from existing systems into Klaviyo. Critical for RFM and predictive analytics to activate earlier.

⚠

WhatsApp Formally Excluded from Phase 1 WhatsApp is teased in flow specs for luxury brands but explicitly excluded from Phase 1 technical setup. Activation timeline and cost not provided.

ContactPigeon — Gaps & Missing Items

⚠

No Execution / Agency Services Whatsoever The biggest structural gap. Your RFP requires hands-on campaign execution and flow setup for 3 months. ContactPigeon provides only the platform — zero copywriting, design, flow strategy or campaign management included.

⚠

ERP / Entersoft Integration Explicitly Excluded Stated that ERP/CRM interconnection "will be quoted separately based on scope." This is a hard requirement in your RFP and has no coverage or estimate.

⚠

Multi-Store / Multi-Brand Architecture Unaddressed The threshold table shows "# of stores: 0" with incremental cost of €1,200/additional store — suggesting the base plan may not cover all 8 e-shops. No sub-account or brand isolation architecture is described.

⚠

Onboarding Covers Only 1 Domain Onboarding fee note explicitly states integration with "1 domain." The scope for the remaining 7 domains is not addressed — a material gap for an 8-brand operation.

⚠

SMS/Viber Credit Cost Not Estimated Platform enables the channels but 3rd-party SMS delivery costs are extra and "pricing available upon request." No Greek-market volume estimates provided.

⚠

No Greek Market Contextualization No specific mention of Viber's 85%+ penetration in Greece, GDPR/EETT compliance specifics, or Greek e-commerce benchmarks. Unclear if the team has local market experience.

⚠

Segmentation & Flow Strategy Not Described Platform capabilities (RFM, CLV, AI recs) are listed as features but no strategic approach, phasing, brand-specific logic or activation timeline is provided.

⚠

No KPI Framework or Success Benchmarks No open rate targets, conversion benchmarks, or recovery rate goals are provided. Difficult to hold the vendor accountable without agreed metrics.

⚠

Physical Store / QR Code Integration Excluded Marked with an "X" in the capabilities table. If FAIS Group physical retail integration becomes relevant, this would require a separate solution.

⚠

Premium Advisory Excluded Marked with an "X." For a transformation of this complexity, strategic advisory support may be essential and would need to be sourced elsewhere.

Debrief Questions — What to Ask Each Vendor

Commercial & Financial

LIGHTHOUSE
What is the full Klaviyo platform subscription cost for 8 sub-accounts? Break down the Klaviyo fee by contact tier, email volume, and SMS add-ons. What happens to cost as our contact database grows? Provide a 3-year cost model.

BOTH
What are the estimated SMS and Viber per-message costs? Provide a cost-per-send estimate based on a hypothetical monthly volume (e.g., 100K SMS, 200K Viber messages). Who is the SMS/Viber provider you work with, and is there an SLA?

LIGHTHOUSE
What is the Phase 4 cost estimate? Provide at minimum a budget range for Win-Back flows, brand-specific flows, and flow optimisation so we can assess total CAPEX.

CONTACTPIGEON
The onboarding fee covers only 1 domain — what is the cost to fully integrate all 8 stores? And is the "# of stores: 0" in the threshold table an error, or does the base plan truly not include stores? Clarify the full onboarding scope for the 8 domains.

CONTACTPIGEON
Can you provide a bundled offer that includes execution services? Our RFP requires hands-on campaign execution, flow design, copywriting and strategy for at least 3 months. Do you have an in-house services team, or can you recommend a certified partner?

BOTH
What is the exit/portability position? If we terminate the relationship, do we own all data, flows, templates and segments? What is the data export format? What notice period is required?

Technical & Integration

BOTH
Entersoft ERP integration and independent middle database — can you scope this? This is a hard requirement. We need a middleware/data layer that allows us to operate independently of the ERP for CRM data. What is your proposed architecture, technology stack, and estimated cost?

LIGHTHOUSE
Detail the integration plan for the 5 non-Magento stores (underarmour.gr, eshop.sportswind.gr, kikocosmetics.gr, z-mall.gr, levi.gr, eshop.lemgreg.com.cy). What platforms do they run on? What is the event-tracking approach for each? Are there additional costs?

BOTH
How do you handle GDPR consent collection and management across 8 brands? Describe double opt-in setup, consent audit trails, suppression lists, and EETT compliance for SMS/Viber. Who is responsible for GDPR compliance — us or you?

BOTH
What is your approach to historical data migration? We have existing customer and order history in Entersoft. How will this data be ingested, cleaned, and used to bootstrap RFM and predictive models from day one rather than waiting 90 days?

CONTACTPIGEON
Describe the multi-brand data architecture in detail. Are all 8 brands in a single account with brand-level isolation, or separate accounts? Can a customer who is in both Kalogirou and Haralas be identified as the same person for cross-brand campaigns? What are the cross-brand suppression rules?

Strategy & Execution

LIGHTHOUSE
The €1,700/month retainer covers "3 campaigns/month" — is this 3 total across all brands or 3 per brand? Clarify the scope: how many brands does the retainer cover simultaneously, and what is the cost if we need full execution across all 8?

BOTH
Present your proposed KPI framework and reporting cadence. What metrics will you track, how frequently will you report, and what is your escalation process if performance falls below benchmarks?

BOTH
Can you share 2–3 comparable case studies? Specifically, multi-brand retail or fashion/footwear clients in Greece or Southern Europe. We want to see actual open rates, conversion rates, and revenue attribution achieved — not industry averages.

CONTACTPIGEON
Who handles the strategic and creative layer? Your offer is platform-only. For a group like FAIS with 8 distinct brands, tone, design, and flow strategy are critical. Are you able to provide or recommend an execution partner who can work natively within ContactPigeon?

Governance & Risk

BOTH
What is your SLA for platform uptime and technical support response time? For a multi-brand e-commerce operation, downtime during peak campaigns (Black Friday, Summer Sales) is critical. What are the contractual guarantees?

LIGHTHOUSE
What happens if Klaviyo changes its pricing model or discontinues a feature we depend on? As an agency reselling a third-party platform, how do you protect us from upstream platform risk?

BOTH
Who specifically from your team will work on our account? Provide CVs or profiles of the Project Lead, Technical Specialist, and Strategist. What is the % of their time allocated to FAIS Group? What is the escalation path if a team member leaves?

Assessment Summary

Strategic positioning of each vendor relative to FAIS Group's needs

Lighthouse — Strong on Execution, Weak on Transparency

Strengths

Best-fit for Klaviyo implementation specifically — deepest e-comm flow expertise

Only vendor offering hands-on execution included in scope (copy, design, HTML)

Explicit Greek-market knowledge (Viber strategy, EETT compliance, local benchmarks)

Detailed brand-by-brand flow strategy tailored to FAIS portfolio segments

Multi-brand Klaviyo architecture thoroughly designed

Risks & Weaknesses

Platform cost (Klaviyo) not included — true OPEX unknown and likely material

Entersoft ERP integration and middle DB completely absent from scope

Non-Magento store integration plan is vague

Retainer scope ambiguity (3 campaigns — all brands or per brand?)

Dependent on Klaviyo as third-party platform — adds vendor lock-in layer

ContactPigeon — Broad Platform, Thin on Services & Detail

Strengths

All-in-one proprietary platform — single vendor accountability for the tech stack

Broader channel coverage (push, paid media, postcard, WhatsApp native)

Lower CAPEX entry point (€11,800 onboarding vs €63,900)

20% upfront discount creates meaningful multi-year saving if budget allows prepayment

Greek company — likely local regulatory and cultural market knowledge

Risks & Weaknesses

Very high annual platform OPEX (€111,654/yr) without execution services included

Zero campaign execution, creative or strategy services — you need a separate agency on top

Onboarding covers only 1 domain — 7 more stores' integration cost is unclear

ERP integration explicitly excluded — same gap as Lighthouse

No brand-specific flow strategy, segmentation plan, or KPI framework provided

Director's Briefing Note

These are fundamentally different offers and are not directly comparable without significant clarification from both vendors. Lighthouse is an execution-led agency proposal with Klaviyo as the platform — lower total OPEX but missing a critical cost component (Klaviyo subscription) and the ERP integration requirement entirely. ContactPigeon is a platform-only SaaS subscription — comprehensive channel coverage at a high recurring cost, but with no execution capability, no multi-brand architecture detail, and a very narrow onboarding scope.

A third option worth considering: combine ContactPigeon's platform with an independent execution agency, or push Lighthouse to quote the full Klaviyo cost and ERP integration before making any commitment. The ERP/middle-database requirement may become the deciding factor — whichever vendor can credibly scope that integration deserves strong preference.