European leader in mass market retail federates identities & consent for +20 Brands with ReachFive
Group Revenue +$50B
+600 stores in Europe
20+ brands (grocery, electronics, pharmacy, click&collect drive thru, pet, DIY...)
This European group has over 20 brands, from grocery stores to car rental outlets, but shoppers had to create and manage a separate account for every brand. Without seamless navigation across brands, this retailer was missing out on cross-sell and brand loyalty opportunities.
The group was looking to lead in mass market innovation, but were facing a real challenge around customer knowledge and data quality. Without unified identities across their group, they couldn't leverage with precision all their customer data to provide a personalized experience across their channels.
It was important for the group to build trust with their customers. They wanted to go a step beyond just securing personal data, by giving customers control over how their data is used.
As a European leader, they needed to ensure GDPR compliance. When a customer withdraws their consent, it needs to be updated across their customer applications, a difficult task with their mix of in-house and third party customer applications.
to migrate all 20 brands from their legacy solution to ReachFive's CIAM solution.
The group is working with ReachFive's SaaS CIAM solution to create a seamless experience across all their sites: 1 login, 1 account, 1 password to remember, and 1 identity in the group's customer database.
Centralized verified identities that improve data quality
Omnichannel consent collection
Single sign on (SSO)
Migrated legacy CIAM solution to ReachFive in less than 12 months for more than 20 brands in the group.
Deployment of consent referentials for the +20 business units in 8 months.
Measured a +10% in visitor conversion.
Less friction in the buying experience means less frustration, and less abandoned carts. Progressive profiling, and consent management builds the trust between brands and customers.
Easier authentication and cross-brand navigation means more customers connected to their accounts, more data, and more opportunities to engage.
Authenticated customers interact more, browse more, buy more.