Case Study: Vestiaire Collective achieves a 25% reduction in promotion-related customer contact rate with Talon.One

How Vestiaire Collective cut promo-related customer contact by 25% with Talon.One

Vestiaire Collective, the Paris‑based global marketplace for pre‑loved luxury fashion, needed a promotional solution to boost acquisition and retention while reducing promotion‑related customer support contacts. They sought a platform that would let business teams create, test and launch discounts and vouchers without developer help, provide clear custom error messages for voucher failures, and tailor offers to specific customer segments — requirements they addressed by selecting Talon.One and its promotions tooling.

Talon.One implemented a Rule Engine–driven voucher system, trained a team of internal Talon.One Champions, and migrated automated campaigns and live vouchers into Vestiaire Collective’s stack (integration took about four months). The result: business users can configure and track complex, targeted promotions (e.g., first‑time buyer vouchers, cancellation-triggered vouchers, timed collections) without code, custom error messages grew from ~5 to ~50 and were added to 95% of campaigns, and promotion‑related customer contact fell by 25% (an 18% drop in month one and a further 7% over the next three months).

Vestiaire Collective

Jessica Patel

Product Manager