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Zoomalia Retail | EMEA SAP Emarsys Customer Engagement
Retail
Zoomalia is a leading e-commerce pet shop in France and present in 8 other European countries. The website has the largest product catalog with over 30,000+ references and 10 owned brands. With over 70,000 customer reviews, Zoomalia serves more than 800,000 happy clients and pets.
+75% Customers Increase of active customer base +94% Revenue Increase of active customer revenue in 3 months +68% Churn Revenue Increase of revenue from churning customers
Headquarters France
Products Pet products retailer
Web Site
zoomalia.com
Business Challenges • Zoomalia had a business culture of building every e-commerce and logistic component internally. Despite growing their team and investing resources into building campaigns for their marketing team, the development team couldn’t keep up with marketing’s requests for new programs, and marketers were dependent on the development team for any changes needed for every campaign • The metrics provided were minimal and could not inform what had performed well, what appealed to clients, and what led the customer to convert Customer Benefits • Comparing year-over-year performance, from adopting Artificial Intelligence and launching the SAP Emarsys Customer Engagement out-of-the-box replenishment program, Zoomalia has seen a 75% increase in active customers, a 94% increase in revenue from active customers, and a 68% increase in revenue from churning customers
“If I can jump in with an anecdote for this program, 2 weeks after this program was live, we had a lot of clients asking how we knew they barely had pet food left. For us, it was concrete proof that it was working well and that only artificial intelligence could solve this use case. It was radical.”
Laurent Primaux CTO Zoomalia
Read the Success Story
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