Case Study: Pelgy boosts average ticket and NPS with Leal 360

Jewelry retail increases its ticket with Leal 360 and WhatsApp as a key channel

The customer, Pelgy, a jewelry retailer in Cali with five stores and e-commerce, faced the challenge of managing customer relationships through subjective perceptions and manual Excel-based processes. They knew little about their actual customers' behavior and sought to move from assumptions to actionable intelligence. They chose the Leal 360 platform to gain real customer data and enable effective omnichannel engagement.

The solution from Leal involved implementing the Leal 360 platform to identify customers at point-of-sale, build 360-degree customer profiles, and execute targeted campaigns. WhatsApp was integrated as the primary channel, vastly outperforming email. This shift to data-driven actions resulted in an 18.5% increase in the average ticket, rising from ~COP $54,000 to ~COP $64,000. Leal also helped improve store NPS and eliminated manual processes, freeing up time for strategic initiatives.

Pelgy

Tatiana

Director of e-commerce