Case Study: Mitra10 achieves 72% loyalty sales contribution and 61X ROI with Capillary Technologies' CRM & AI-powered solutions

Mitra10 - Customer Case Study

Mitra10 is Indonesia’s leading building materials and home-improvement retailer, offering over 65,000 SKUs from 600 domestic and international brands across the country. Seeking a CRM program that reflected its one‑stop, customer‑first ethos, the company wanted personalized, relevant rewards and the ability to track campaign performance—but lacked the customer data, insight tools and CRM expertise to start.

Mitra10 partnered with Capillary, deploying Insights+, Engage+ and Loyalty+ to run targeted campaigns via Campaign Manager, gain store‑level visibility with Essential Insights, and introduce AI‑driven VisitorMetrix for footfall and purchase analysis. The program outperformed goals—loyalty sales hit IDR 2.1T (72.2% of total sales) versus a IDR 1.9T target, overall sales reached 101% of plan, loyalty contribution exceeded its target, and the initiative delivered a 61x ROI.

Mitra10

Indra Gunawan

Merchandise and Marketing Director