Case Study: VF Brands achieves 51% YoY customer retention and launches the Middle East's largest loyalty program with Capillary Technologies

Value Fashion Brand Generates Remarkable YOY Growth In Incremental Sales

A leading value fashion retailer in the Middle East, with over 170 outlets and rapid expansion plans, faced intense competition and struggled with customer retention as shoppers increasingly expected personalized experiences. The brand needed a loyalty program that was easy to implement, operate and scale across multiple countries while enabling smarter, more relevant customer engagement.

Using Capillary’s Insights+, Loyalty+ and Engage+ the retailer built a cloud-based, multi-country loyalty program with a single view of each customer, behavioral profiling and real-time omnichannel campaigns. The solution handled multi-currency and tax complexities, scaled to millions of members, and drove strong business outcomes: 51% year‑over‑year retention, a 51% increase in redemption rates, 5× CRM RoI and 27× campaign RoI from active social customers.

VF Brands