The challenge
Tokmanni wanted to increase customer store visits and engagement, but standard coupons offered to everyone weren't working - usage rates stayed low.
Standard coupons didn't engage
Tokmanni used a mobile application to offer discount coupons to registered loyalty customers. The usage rate of these standard coupons was low - the same offers for everyone simply weren't moving the needle.
Personalization was the missing piece
The company needed a way to make offers more relevant and appealing to individual customers. Generic coupons couldn't do that - AI-driven personalization could.
Internal capabilities weren't enough
Building and operating an AI-driven personalization system required capabilities that didn't yet exist in-house. A partner who knew both AI and retail reality was needed.
What we built
An AI-driven personalization engine for mobile app offers - from MLOps foundation to A/B testing and a gradual rollout to all loyalty customers.
Results
Personalized recommendations changed the game - more sales, better margins and proof that AI-driven personalization works when done right.
Coupon usage jumped 256% while the average discount dropped - more sales at smaller discounts.
Mobile-app customers visited stores over 5% more often than before.
Sales from app users grew 3.5% - small in percent, large in euros.
Customers used more coupons even with smaller discounts - gold for retail: more business and better margin.
