Success Story

How MENA’s Leading Organic Food Retailer, Organic Foods and Café, Boosted Retention and Achieved 33% Revenue Growth with Insider One

SMS
Email
WhatsApp

33%

uplift in revenue from retention campaigns

13%

conversion rate from high-value customer re-engagement

40%

revenue uplift from cart abandonment recovery campaigns

Industry

Supermarket & Retail

Themes

Retention 
Personalization 
Multi-Channel
Engagement
Revenue Growth

Channels

App Push
SMS 
Email
App Personalization
Web Push
WhatsApp

Tools

Architect 
Predictive Segments
Eureka

“Insider One has helped us unlock new levels of digital engagement with our customers. By segmenting high-value users and building targeted re-engagement journeys, we’ve achieved meaningful results in retention and conversions in just one year. The platform’s ease of orchestration and ability to test and optimize at scale has been instrumental in driving consistent revenue growth.”

Juan Andres,

Head of Digital Marketing & Loyalty Program

Executive summary

Operating in Dubai and Abu Dhabi, Organic Foods and Café partnered with Insider One to address key challenges in customer retention and revenue recovery. Using Insider One’s Architect, cross-channel engagement, and AI-powered segmentation, the brand created personalized user journeys that improved loyalty, boosted conversion rates, and optimized their incentive strategies. Within one year, the brand achieved a 33% uplift in revenue from retention-focused initiatives while securing a 40% increase in revenue from cart abandonment campaigns.

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About Organic Foods and Café

Organic Foods and Café is a family-run premium supermarket and café chain that specializes in organic and wholesome food. Headquartered in the UAE, the company offers an extensive range of organic groceries, supplements, home care, and fresh produce, alongside in-store dining experiences. With a digitally engaged customer base, the brand continues to grow through loyalty-driven engagement strategies.

Why Insider One?

Organic Foods and Café partnered with Insider One to unify their customer engagement strategy across digital channels. With rapid business growth and a loyal but competitive customer base in the UAE, the supermarket needed a partner with deep expertise in personalization and retention. Insider One’s powerful orchestration tool, Architect, combined with AI-led insights and predictive segmentation, delivered the flexibility and scalability required to execute multi-channel strategies that drive measurable business outcomes.

USE CASE #1

Driving Retention with High-Value Customer Segmentation

The challenge

Organic Foods and Café faced the challenge of retaining its most valuable and loyal customers, who contribute a significant portion of overall revenue. A noticeable decline in their purchase frequency risked impacting long-term loyalty, profitability, and sustainable business growth.

The solution

Using Insider One’s Predictive Segments and Architect, the brand identified high-value customers based on purchase frequency and average order value. Over a 3-week targeted engagement campaign, these customers received app push notifications and personalized in-app messages with tailored incentives. Additionally, A/B tests on different offers provided actionable insights into user preferences and optimized engagement strategies.

The results

13%

conversion rate from retention campaigns

33%

revenue uplift year-on-year

USE CASE #2

Recovering Lost Revenue from Cart Abandoners

The challenge

Organic Foods and Café saw that a significant portion of users were abandoning their carts after adding products, despite showing strong purchase intent. This pattern led to missed revenue opportunities and reduced funnel efficiency, highlighting the need for a solution to recover lost sales and improve conversion rates.

The solution

Insider One helped Organic Foods and Café address cart abandonment, a frequent challenge in the supermarket industry where shoppers often browse and leave without purchasing. Using SMS, email, and app push notifications, users who abandoned carts were enrolled in a structured 25-day reminder journey. Personalized messages and 20% discount offers were delivered at key intervals, encouraging shoppers to finalize purchases and recover lost revenue.

The results

40%

revenue uplift from cart recovery

6.2%

offer redemption rate

Summary

Through its partnership with Insider One, Organic Foods and Café successfully addressed key challenges around customer retention and cart abandonment. By leveraging AI-powered segmentation, personalized incentives, and multi-channel engagement with Architect, the brand was able to boost revenue and strengthen long-term customer loyalty.

Looking ahead

Organic Foods and Café is exploring Insider One’s Smart Recommender to further personalize product discovery and increase AOV. The brand aims to enhance product cross-sell strategies while continuing to optimize retention campaigns through Insider One One’s AI-driven personalization suite.

Favorite feature

Architect

Organic Foods and Café’s favourite feature is Architect, which empowers the team to seamlessly design and automate customer journeys across multiple touchpoints, driving higher retention, engagement, and conversions.

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