Case Study: Decathlon boosts offline customer identification with Maestra

Decathlon Launched a Loyalty Program in 62 Stores and Identified 44% Of Offline Purchases in Three Months

Decathlon, a major global sportswear and equipment retailer, sought to create a unified marketing center for customer communications and to launch an omnichannel loyalty program. The challenge was to better understand offline customers and manage communications across email, SMS, and web push notifications effectively. They partnered with the vendor Maestra to address these needs.

Maestra provided a single-window platform that integrated with Decathlon's online store, mobile app, and Set Retail cash registers. The solution centralized marketing communications and enabled the rollout of a new loyalty program. As a result, the share of identified offline customers dramatically increased from 11% to 44% within three months, and email campaigns now contribute 4.7% to the online store's total revenue. Maestra's platform also provided advanced segmentation and reliable A/B testing capabilities that improved marketing effectiveness.

Decathlon

Pavel Markov

Project Director