Creating a customer centric shopping experience with personalized promotions

Background + Business Challenge

Metro, one of Canada’s premier grocers, with over 950 food stores under multiple banners, firmly believes in a customer-centric approach that includes promoting health and well-being while providing customers with quality products. Metro offers its own line of high quality products at an affordable price.

As part of its customer focused approach, Metro has a large loyalty program featuring 5+ million households to which they strive to offer personalized, relevant weekly offers.

Metro was in need of a promotion and coupon solution that could support its specific requirements and future proof it against development costs as new functionality was required and new channels were added. In addition, Metro had a need to address its specific loyalty and targeted promotional requirements related loyalty point reward offers (bonus and multiplier) and single use coupons targeted to individual customers / households.

Supporting its commitment to providing a customer centric shopping experience, Metro required a promotion and coupon solution to seamlessly operate with its CRM system, which analyzes loyalty member purchases and selects relevant coupon offers for each member.

Metro also required the ability to select the best deal between promotions which overlapped on some of the same items. This would ensure customer satisfaction while also ensuring that unintended deep discounts were not applied due to multiple offers.

In a very dynamic food market, the Promotion software gives us a much needed competitive edge to retain and improve market share.

Lyne Noël, Retail Information Systems, Metro Inc.

Solution + Results Delivered

Partnering with XCCommerce, Metro implemented XCCommerce’s Promotion Solution Suite (PSS) to support its customer targeted offers, including the support of loyalty point promotions and personalized targeted coupon offers. XCCommerce’s advanced promotion solutions provides the rich promotion and coupon functionality Metro needs, combined with fast, fully automated, consistent results.

Combining XCCommerce’s Promotion Solution Suite with its existing CRM solution, Metro provides offers to customers based on the customer’s previous shopping history and preferences. XCCommerce’s Central Coupon Management module provides control of coupon usage, as well as allowing coupons to be tied to the customer’s account (wallet).

XCCommerce’s Promotion Engine was deployed in store, without the need for hardware change, reducing the overall cost and effort for Metro.

With the XCCommerce Promotion Solution Suite Metro has the ability to implement any type of promotional offer it needs to drive sales and customer loyalty. The partnership with XCCommerce and the adoption of our advanced promotion and coupon solutions has provided Metro the ability to support any current or future sales channel.

Summary of Value Delivered