Case Study: NAY achieves optimized ROPO (Research Online, Purchase Offline) and unified online–offline customer profiles with Bloomreach Engagement

NAY - Customer Case Study

NAY needed to capture and capitalize on customer data across online and offline channels to optimize ROPO (Research Online, Purchase Offline). To solve this, NAY partnered with Bloomreach Engagement (formerly Exponea) to deploy real-time analytics and create unified customer profiles that link e‑shop behavior with in‑store activity.

Bloomreach Engagement integrated online and offline data with NAY’s SAP BW, built a middleware service for data transformation, and set up tracking—work that took roughly 10 days from pilot start (tracking 3–4h, warehouse sync 6–8h, middleware 8–10h). The solution enabled 65% of in‑store customers to be linked to online identities via loyalty cards, captured email addresses tied to NAY IDs, and enriched targeting with offline purchases, improving NAY’s ability to act on ROPO insights.

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