foodora Builds Trust and Drives Engagement Through BrazeAI™

foodora is a prominent food delivery service operating in over 200 cities across Europe, leading the way in digital quick commerce. Their mission is to provide an amazing, fast, and affordable experience that gives people more time to focus on what matters most to them. foodora believes in delivering freedom, allowing customers to order what they want, whenever they want, without guilt, because they love it.

The company believes that customer relationships should grow like a friendship, building trust and loyalty over time. By understanding and anticipating customer needs, foodora aims to deliver personalized and timely communications that enhance the customer experience. Their goal is drive repeat orders, and maximize lifetime value by building lasting relationships with customers.

Enhancing Customer Engagement with Intelligent Timing

foodora embarked on a comprehensive campaign to improve customer engagement and loyalty by leveraging advanced CRM tools and predictive analytics. The first step was onboarding with Braze to ensure a consistent and personalized communication strategy across multiple channels, including email, push notifications, and in-app messaging.

The primary focus was to transition from pre-defined campaign delivery times to optimizing send times for each customer, ensuring messages are delivered at the most opportune moments for each customer.

Goals:

• Optimize engagement by sending messages at the right time for each customer.
• Increase conversion rates and customer satisfaction.
• Reduce unsubscribe rates and improve retention.

Key Components of the Strategy:

• Intelligent Timing, a feature that optimizes message delivery by sending messages when customers are most likely to engage.
• Cross-channel messages via email, push notifications, and in-app messaging to create a unified and seamless customer experience.
• Predictive Analytics: Employing data analytics to understand customer preferences and anticipate their needs.

foodora hypothesized that they could improve the effectiveness of their messages by moving from scheduled campaign send times to AI-powered send-time optimization. Once onboarded to Braze, they began experimenting with Intelligent Timing for new customers in Austria, during the onboarding flow. The unsubscribe rate indicated that sending messages at non-intrusive times was beneficial for customer engagement.

foodora continuously monitored the results, analyzing customer behavior and feedback. The data showed that sending messages at times when customers were most receptive led to better engagement and reduced unsubscribe rates.

Based on the positive results, foodora began to expand their use of Intelligent Timing to other regions and incorporate additional channels like SMS.

By leveraging the Intelligent Timing, foodora was able to automatically optimize message timing and reduced unsubscribe rates. This strategic approach aligns with foodora's mission to deliver an exceptional customer experience, reduce complexity, and build brand equity with every interaction.

Our long-standing partnership with Braze has allowed us to continuously refine our customer communication strategy. We've leveraged Braze's capabilities to optimize message timing and personalization, resulting in stronger engagement and a noticeable improvement in the overall customer experience.

Tobias Lüder

Head of CRM - Europe, foodora

Higher Engagement and Customer Satisfaction

By leveraging Intelligent Timing and a cross-channel marketing strategy, foodora achieved significant improvements in customer engagement and satisfaction. This personalized approach resulted in a 41% conversion rate from messages sent and a 26% reduction in unsubscribe rates. These results demonstrate the effectiveness of sending messages at the right time and through the right channels, leading to increased customer engagement and higher revenue.

Key Takeaways

• Personalized timing improves engagement: Sending messages at times when customers are most receptive significantly boosts engagement and reduces unsubscribe rates.
• Thoughtful communication builds trust: Consistent, timely, and relevant communications help build stronger customer relationships, driving repeat orders and maximizing lifetime value.

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