LEADING U.S. GROCERY CHAIN
DRIVES ENGAGEMENT
AND GROWTH
with CSG Xponent
Case Study
WHO?
A leading US Grocery Chain.
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.
WHAT?
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.
HOW?
The grocery chain increased its customers’ engagement and activation while also reducing email volume.
RESULTS
Additional annual revenue
$30M
40%
100M
Reduction in email volume
Email decisions processed daily
VicTrack has the confidence of knowing they are working with an industry-leading solution, with CSG being recognized as a Niche Player in the 2023 Gartner® Magic Quadrant™ for Configure, Price, Quote Applications.
2023 Gartner® Magic Quadrant™
“This is more than a transaction, it’s a partnership. CSG has gone above and beyond.”
— Bruce Moore, Executive General Manager, Telecommunications at VicTrack
AND GROWTH
Reduction in email volume
Email decisions processed daily
BREAK THROUGH THE NOTIFICATION NOISE AND
NEVER SEND AN IRRELEVANT MESSAGE AGAIN
CSG XPONENT
BREAK THROUGH THE NOTIFICATION NOISE AND NEVER SEND
AN IRRELEVANT MESSAGE AGAIN
CSG Revenue Management