CASE STUDY
LEADING U.S. GROCERY CHAIN DRIVES ENGAGEMENT AND GROWTH WITH CSG XPONENT
WHO? A leading US Grocery Chain. WHAT? The major grocery chain sought to improve customer engagement across their vast product range and frequent promotions. It risked either bombarding customers with emails or missing relevant communication opportunities. To strike a balance, the grocery chain sought an intelligent decisioning engine to target messages effectively, reducing the volume of emails while enhancing their relevance. The chain controlled its communication chaos and drove more customers to act on promotions.
$30M Additional annual revenue
RESULTS
40% Reduction in email volume
HOW? The chain partnered with CSG to implement an “air traffic controller” system for its emails across various departments. CSG Xponent analyzed and stitched customer profiles in real -time, triggering and suppressing irrelevant communications as needed and overlaying new, relevant journey communications on top. With Xponent, the grocery chain could identify which emails individual customers should be receiving, monitor their frequency and optimize them based on tracked results.
100M Email decisions processed daily
The grocery chain increased its customers’ engagement and activation while also reducing email volume. BREAK THROUGH THE NOTIFICATION NOISE AND NEVER SEND AN IRRELEVANT MESSAGE AGAIN WITH CSG XPONENT
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