About the client

Delicat is a chain of premium category stores with 32 locations in a range of sizes, from small convenience stores to huge hypermarkets. Shops operate in a small city with a population of 270,000 inhabitants, as well as in neighboring towns and villages. 

Challenge

• to digitize the loyalty program, change it from regular plastic discount cards to a digital loyalty program with CRM;
• add the capacity to keep each customer’s purchase history;
• design a management portal for promotions and offers online;
• to use the feedback form to boost the number of repeat customers and service quality;
• create and implement customized iOS and Android mobile applications that are integrated into the network of stores’ cash register systems.

What was done

The Uployal team developed a digital loyalty program for Delicat using a CRM system that greatly facilitates the gathering of information on consumer purchase patterns, average check size, and number of checks per customer. The application’s control panel enables you to easily manage promotional offers and send an unlimited amount of push messages, which is successfully used by Delicat, which has sent more than 12 million messages to consumers.

A feedback mechanism and comments on the caliber of service are also offered in an effort to improve connection with customers. A payback program, a rewards system, and a ranking system all contribute to enhance user loyalty. All of this enabled the company to sign up 162,000 clients for the loyalty program. 151,000 of whom were active just a year ago.