Empik Group, a leading omnichannel retailer in Poland with more than 350 physical stores and a TOP4 e-commerce platform, has long been recognized for its multicategory product offerings, ranging from books and electronics to beauty products and household items. As part of its commitment to providing a seamless shopping experience, Empik embarked on a mission to enhance its omnichannel strategy. The goal was to ensure that customers could effortlessly transition between online and offline shopping, with personalized experiences tailored to their preferences.
Empik faced the challenge of integrating real-time data across its numerous sales channels to provide customers with accurate product recommendations and availability updates. The company needed a solution that could deliver a truly personalized shopping experience, ensuring that customers would receive relevant product suggestions and notifications, whether they were browsing the website or using the Empik mobile app. The key challenges were:
To achieve this, Empik used Synerise's AI-driven platform, which enabled real-time data processing and personalized customer interactions. Two specific use cases highlight the success of this cooperation:
When a customer browses the store via the mobile app or website, they receive product recommendations that are specifically available at their favorite store. The Synerise platform checks the inventory at the customer’s preferred physical store in real time before displaying the products. This ensures that users are only shown items they can immediately purchase in-store, enhancing customer satisfaction and driving more foot traffic to the physical locations.
In scenarios where a customer is browsing online and finds a product that is out of stock, the Synerise platform steps in to provide an alternative solution. The system sends a notification to the customer, informing them that the desired product is available at a nearby physical store. The store is chosen based on the customer's shopping history, focusing on the location where they most frequently shop or pick up parcels. This not only helps retain customers who might otherwise abandon their purchase but also strengthens the link between online and offline sales channels.
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The success of these use cases was amplified by advanced communication scenarios across multiple customer touchpoints. Whether through personalized emails, mobile app push notifications, or targeted website messaging, information was delivered to customers through the channels they used most often. This multi-channel approach ensured that customers were constantly informed and could benefit from recommendations and availability notifications.
Working with Synerise has allowed us to create a more personalized shopping experience for our customers. Now, they get even more relevant product recommendations and timely stock updates, whether they’re browsing online or heading to their favorite store. - Jarosław Gabryś eCommerce Sales Director Empik
The collaboration between Empik and Synerise resulted in a significant increase in sales and customer satisfaction. By providing accurate, real-time product recommendations and availability updates, was able to:
Our partnership with Empik highlights how real-time data and AI can transform the retail experience. We’re excited to help Empik connect with their customers in a way that drives sales both online and offline. – Michał Daniluk integration Architect Synerise
Empik's partnership with Synerise stands as a prime example of how leveraging AI and real-time data can transform the customer experience in an omnichannel environment. By focusing on personalized, data-driven interactions, Empik has not only optimized its sales strategy but also strengthened its position as a leader in the e-commerce space. The success of these use cases underscores the potential for AI-driven solutions to drive growth and enhance customer loyalty in the retail industry.