20% growth and 21x ROI through data unification and digital customer loyalty

Journey: 3 Steps to Transformation

1. Diagnosis and Initial Implementations 

Quebramar’s journey with E-goi began with close, collaborative, and multidisciplinary support, involving strategic consulting, project management, product, and development. This joint effort focused on a thorough assessment of business needs, clear objective setting, and a critical review of existing strategies, ensuring that every decision addressed real challenges.

From this process, it was possible to design and structure a tailored solution, fully aligned with the brand’s reality and desired outcomes, creating within less than a month a solid foundation for the consistent and effective launch of multichannel campaigns.

2. Integrations, process automation, and segmentation 

With the project foundation consolidated, E-goi, together with other partners, moved forward with system integrations such as VTEX and SAP, enabling real-time synchronization of purchase data. These integrations were crucial for building a single customer view, creating advanced segments based on actual purchasing behavior, and establishing the core dynamics of the loyalty program, serving as the foundation for all subsequent communication and relationship actions..

After integrating Quebramar’s customer data and preparing the technological foundation, the process moved forward to the implementation of the two structural components of the solution: the Customer Data Platform (CDP) and the loyalty program. This stage marked the transition from planning to operational execution, connecting data, channels, and business rules into a single ecosystem.

This phase was crucial in turning data into action, enabling the defined strategy to materialize into consistent, personalized, and scalable experiences, both in e-commerce and physical stores.

E-goi has committed to restoring Clube Quebramar. To achieve this, it implemented a digital card, cashback, and personalized benefits – such as birthday rewards and incentives for creating an account.

One of the most recent milestones in this evolution was the creation of the Quebramar Virtual Card, available for Apple Wallet and Google Wallet. The card is automatically generated for each customer, includes information such as name, phone number, barcode, cashback balance, and expiration date, and can be added to the wallet with just one click.

With this integration with the loyalty system, the card balance is now updated in real time after each eligible purchase, ensuring that customers always have access to the most up-to-date information. Additionally, the barcode allows for scanning at the counter, automatically opening the customer’s profile in the POS and streamlining service..

Since its launch, the card has been integrated into all communications and automated flows, increasing engagement and making Clube Quebramar even more present in the purchase journey.

In parallel, the Customer Data Platform (CDP) aimed to centralize information from both physical and online stores, providing a true 360º view of the customer, updated and accurate.

But there was a challenge: the solution had to be implemented just two months before Black Friday. However, the Quebramar team trusted E-goi’s support, and as a result, the project—which for many might have seemed risky—was implemented on time. The Black Friday campaign was carried out with the new structure, exactly as Quebramar intended. 

And what seemed risky actually turned out to be a smart choice, with an increase of around 50% in the number of users of the New Quebramar Club Card, responsible for over 75% of sales in November and December and more than 6.5 million euros in revenue during that period. Throughout the campaign, customers benefited from a cashback percentage, clearly reinforcing the direct impact of the chosen solution on business results..

The impact of Clube Quebramar is proven by the data: during November and December 2024, 76.2% of the purchases made were by loyal customers using the card, highlighting the success of the strategy and the relevance of the program to the brand’s revenue.

Moreover, the cashback balance granted was quickly redeemed, with an average of 48.5% of the amounts awarded being used during this period, reinforcing an already well-known pattern: loyal customers exhibit a distinct purchasing behavior, spending on average 26.1% more per purchase than anonymous customers.

In addition, the base of loyal customers grew by 43.5% and enabled the Quebramar team to know exactly who buys, what they buy, how long they have been a customer, when the last purchase was and, most importantly, who uses the Clube Quebramar card in each of the stores.

By bringing together data from e-commerce and physical stores, Quebramar built the foundation for a phygital experience – a seamless integration between the online and offline worlds that offers customers a connected and personalized journey.

3. Continuous monitoring

With the CDP and the loyalty program fully operational, the project entered a phase of continuous monitoring focused on performance and ongoing improvement. At this stage, E-goi has been supporting Quebramar in the regular monitoring of key indicators, the analysis of behavioral data, and the assessment of the impact of campaigns and loyalty dynamics over time.

This monitoring has made it possible to fine-tune segments, optimize journeys, adjust program rules, and evolve the communication strategy, ensuring that the solution remains relevant, effective, and aligned with business objectives. More than a maintenance phase, this moment ensures the sustainability of the strategy, the ability to adapt to new contexts, and the maximization of the value generated in each customer interaction.

Next steps

Like all great stories, the journey between Quebramar and E-goi is far from over. The results achieved so far represent just one chapter, with many more still to come. The next steps of this partnership include: