About Carrefour
Carrefour is one of the world's leading food retailers, dedicated to providing high-quality products and services at the best prices to its millions of customers. Its mission is to lead the food transition for all, offering a wide range of solutions from fresh local produce to daily essentials and innovative e-commerce services.
Operating as a global retail powerhouse, Carrefour manages a vast network of thousands of stores across more than 30 countries. In Poland, the brand is a major market leader, operating hundreds of outlets while continuously developing its digital presence to meet the evolving needs of modern shoppers.
The Main Challenges
As digital shopping became a necessity, Carrefour Poland needed to expand its e-commerce potential while managing several complex operational hurdles:
- Building long-term loyalty: Moving beyond one-off purchases to foster recurring relationships with digital shoppers.
- Reactivating dormant customers: Identifying and winning back users who shopped once but hadn't returned.
- Easing hotline pressure: Addressing an overloaded customer service helpline, particularly during the pandemic.
- Ensuring data accuracy: Synchronizing marketing consents and user databases in real-time to maintain strict GDPR compliance.
- Capturing anonymous traffic: Converting the high volume of visitors who browsed the store without creating an account or leaving an email address.
Why Positive User
Carrefour selected Positive User to drive its digital transformation after a rigorous Proof-Of-Concept (POC) process. The choice was driven by our platform's rare ability to provide deep technical support alongside substantive strategic guidance during the setup of complex automation scenarios.
By implementing Positive User, Carrefour gained access to an intuitive low-code environment that allowed them to build sophisticated tools — like the "Kerfuś" chatbot — without constant, heavy IT involvement. This flexibility ensured a rapid return on investment, documenting significant revenue growth almost immediately after the initial scripts were launched.
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How Positive User Helps Carrefour
Carrefour Poland combined deep technical integration with intelligent automation to transform their e-commerce funnel and customer support, achieving up to 88% month-over-month revenue growth:
- Strategic sales recovery: Automated rescue campaigns target users who browse products or leave items in their baskets. Intelligent capping prevents over-communication, while personalized emails display the exact abandoned products to drive higher conversions.
- Intelligent customer support: The "Kerfuś" chatbot handles the most common customer inquiries, significantly easing the burden on the telephone hotline and improving overall response times.
- Smart subscriber acquisition: Carrefour uses intuitive, multi-step pop-ups with double opt-in mechanisms to grow their newsletter base while ensuring 100% GDPR transparency.
- Loyalty and anti-churn: Sophisticated automation paths identify "dormant" customers based on basket value and inactivity time. These users receive targeted reactivation offers, including personalized discount codes.
- Real-time optimization: Integrated dashboards and continuous A/B testing of subject lines and images maximize engagement and track subscriber growth in real-time.
Goals & Achievements
The shift toward automated, real-time engagement has transformed Carrefour's e-commerce performance:
- Accelerated revenue growth: Monthly revenue grew consistently, reaching peaks of 47% and 88% month-over-month in early 2021.
- Rapid positive ROI: Carrefour noticed additional revenue in Google Analytics just days after the first automations went live.
- Customer service relief: The "Kerfuś" chatbot significantly reduced the workload for the support team while providing faster answers.
- Dynamic personalization: Newsletters are now automatically tailored to individual preferences (food, non-food, or mix), with segments recalculated dynamically before every send.
- Proactive replenishment: Automated "buy again" campaigns for recurring goods are synchronized with real-time stock levels.
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