Case Study: Natura achieves 79% e-commerce sales growth and unified omnichannel loyalty with Comarch Loyalty Management

Implementation of Comarch Loyalty Management at Natura Brasil

NATURA BRASIL, a leading Latin American cosmetics brand and major direct-sales company, faced the challenge of expanding into Europe (opening stores and e‑commerce in France) while keeping direct sales central, unifying three sales channels, building a high-quality customer database, boosting consultant productivity, and launching a compelling loyalty program. To address this, NATURA BRASIL engaged COMARCH to implement the COMARCH Loyalty Management System as part of its “mynatura” CRM & Loyalty strategy.

COMARCH built a single IT platform combining back-office administration, a contact center app, a customer loyalty web portal, a Consultant Panel, an e‑commerce front end and mobile apps for customers and consultants. The solution drove strong results: e‑commerce sales rose 79% and e‑commerce consumers increased 123% year‑over‑year (2014 vs 2013), 80% of consultants adopted the CRM tool, consultant sales concentration improved (40% of consultants made 80% of sales vs 55% in 2013), and NATURA BRASIL climbed digital rankings — all delivered through COMARCH’s implementation.

Natura