India’s largest conglomerate,

with 2000+ stores leverages
Customer Data Platform for growth marketing.

logo

80

million customer
profiles in CDP

200

mn communications
per month

04%

growth in avg customer
spend

19%

more business from
loyal customer

ABOUT THE CLIENT

The retail group is a household name in the Indian sub-continent, with presence in 400 cities and towns, and daily shopper traffic of 2 million. They serve vast variety of customer needs through their supermarkets, hypermarkets, departmental stores, fashion, home décor, consumer durables, convenience stores and neighborhood store formats. They run 7 loyalty programs, have recently ventured into e-commerce. They have also launched a mobile wallet which is seeing great success with customers across formats.

COMPLEXITY FACED

BUSINESS PROBLEMS

  • Complexity and scale of operations resulted in siloed and disconnected systems – 48 systems with customer and loyalty data at last count
  • Broken customer view - rampant problems with duplicate and incomplete records, no control over customer profiles
  • Missed opportunities by business – bottlenecks with cross-sell, creating customer segments, communicating with customers contextually