reduced member registration cost85%
Hälsokraft was founded in 1993 and is today one of Sweden’s leading retail chains for health food and supplements, with more than 60 stores throughout the country. In 2018, Hälsokraft underwent a major transformation towards the omnichannel experience that today’s customers have come to expect. To achieve this, it was necessary to replace the legacy IT infrastructure with API-integrated SaaS solutions.
As they were going digital, Hälsokraft knew they needed a way to be personal with their customers even when they weren’t face to face. To do so they needed to recruit more members and get all customer data organized in one place. The previous way of recruiting members was inefficient and time consuming.
“We realized it would be impossible to comply with GDPR using our very old custom-built loyalty system. Also, the legacy technology couldn’t be integrated with e-commerce and POS systems in real time for a slick customer experience.” Rickard Sviestins, Business Developer at Hälsokraft
The Hälsokraft team also struggled with their email communication as it was managed in different platforms to where they had their data. Contact lists and results had to be manually imported and exported on a continuous basis, and they knew they needed a solution where everything could be managed in one platform.
We were blown away by all the features Voyado could offer in one platform: customer data, consents, purchase history, offers and rewards, e-mail marketing, SMS, automations, registration forms and business intelligence.”
When it was time for the implementation, Hälsokraft needed a strong team that would give them the support they needed, so they could be up and running quickly.
“The Voyado project team did an excellent job onboarding us and helping us manage the different stages of phasing out our old CRM system, and the web interface is so intuitive that our marketing team barely required any training to get started” Rickard says.
Thanks to Voyado, it’s easier than ever to recruit more members and get the data filled in automatically by personal id number lookup. Something which was previously managed through tedious manual entry in forms sent from stores to HQ.
Hälsokraft can now send out all of their communication from the same platform where they also have all of their data, saving a lot of time and resources. It’s also easier than ever to analyze their results from communication, campaigns, track KPIs and more.
Hälsokraft now save a lot of time by no longer having to manually enter customer data from stores and send to HQ, and export and import of e-mail addresses between CRM and e-mail tools.
They have everything they need in one, simple-to-use platform. E-mail and SMS communication is much easier to manage now in the same system as the customer data. Newsletters have a neat responsive layout and are easy to compose. Voyado has also enabled Hälsokraft to do powerful segmentation, automations, dynamic content and view the entire communication history for each customer.
“The amount of data and KPIs readily available in Voyado is a gold mine for insights. All common reports are available by just clicking through the web interface, without requiring data export or Business Intelligence tools” says Rickard.
Hälsokraft have had some incredible results with Voyado, including:
Total cost of loyalty program reduced by 15% whereas the member recruitment increased by 180%. Loyalty club sales increased from 50% to 75% of total sales.
“As a larger portion of our sales is connected to an identified member we have increased loyalty and a better understanding of our customers.”