Nahdi, $2.3 billion revenue APAC
retail & eCommerce business
takes the experience of 4 million customers
to a new level with SALESmanago
Segmentation, personalization, automation of communication,
and CDP is giving us that necessary edge to exceed the expectations
of guests and deliver extraordinary business results.
Pawel Dabrowski, Omnichannel Director, Nahdi
Nahdi Medical Company improves the customer experience of over 4M people
by running automated and hyper-personalized omnichannel communication which drives
significant part of their revenue thanks to SALESmanago Customer Data Platform.
About
With its headquarters in Jeddah, Nahdi Medical Company is a leading pharmacy chain in Saudi Arabia as well as the Middle East. It manages and operates a nationwide network of ~1200 stores in 145 cities and villages across the KSA and UAE. This makes it one of the most extensive and successful retailers in the region. In 2022, the company raised $1.8 billion USD from retail investors in its initial offering of shares to the public making it the second biggest company on Saudi Arabia’s stock exchange.
The company operates brick & mortar stores as well as multiple digital channels including an eCommerce website and mobile applications. For its guests, Nahdi has developed a loyalty program ‘Nuhdeek’ with more than 4M participants.
The company operates with a core belief in being a “community pharmacy”. As such, Nahdi Medical Company doesn’t only serve the community through its products, but it also educates the society through various health awareness programs and prevention campaigns.
Effects
165%
higher Conversion rate for automated emails compared to mass email campaigns
55%
OR for automated emails retargeting the customers with contents related to their current interest
183%
higher OR in dynamic emails compared to mass email campaigns
177%
higher CTR in automated emails compared to mass email campaigns
Challenges
Nahdi offers its products and services across different channels: on the website, in the mobile application, and in physical stores. It is essential to manage enormous amounts of collected data properly to understand the preferences and behaviors of the guests.
Nahdi has many buyer-personas. Therefore, it is necessary to adjust the way of communication and recommendations of services/ products accordingly.
Nahdi’s products and services are very diversified. As a result, proper segmentation at this level is also necessary to sustain business growth.
The company has a lot of one-time customers and is looking for effective ways to build brand loyalty.
Goals
Optimization of implemented automated scenarios. Nahdi has automated many marketing scenarios so far. To make them work even more effectively, it is necessary to constantly measure the effects, learn from them, and implement changes where it is needed.
Automation of new marketing processes. Nahdi achieves the best results using automated scenarios. This way, it is possible to contact the right users, with the right content, at the right time and through the right channel.
Reaching users through multiple channels and creating synergy (omnichannel). It is very important to communicate effectively with users at multiple touchpoints.
Building 360° contact profiles by collecting data from the website, mobile application, and offline. Data acquired allows communications to be precisely targeted and personalized.
Increasing lifetime value (LTV) of customers. Nahdi knows how much they can increase sales results by growing the LTV of current customers.
Building brand loyalty among existing users. Regular users play a big role in the sales outcomes, so it is extremely important to retain them.
Solutions
Challenge #1
Nahdi offers its products and services across different channels: on the website, in the mobile application, and in physical stores. It is essential to manage enormous amounts of collected data properly to understand the preferences and behaviors of the guests.
in real-time.
Challenge #2
Nahdi has many buyer-personas. Therefore, it is necessary to adjust the way of communication and recommendations of services/ products accordingly.
Challenge #3
Nahdi’s products and services are very diversified. As a result, proper segmentation at this level is also necessary to sustain business growth.
Challenge #4
The company has a lot of one-time customers and is looking for effective ways to build brand loyalty.
Nahdi Feedback
SALESmanago is delivering a solution that serves multiple purposes and strengthens our presence across both physical and digital channels.
Segmentation, personalization, automation of communication, and CDP is giving us that necessary edge to exceed the expectations of guests and deliver extraordinary business results. True Omnichannel experience would not be possible without them.
What has struck me is the simplicity of usage, intuitive admin panel with the variety of functions/ features available at the same time.
Nahdi teams worked with different tools in SALESmanago (Loyalty, BI, and Omnichannel) seamlessly and delivered great results. Even if we encountered technical/business challenges, the SALESmanago support team was always there and got us out of trouble swiftly.
To summarize, in comparison to other leading solutions on the market, SALESmanago seems to deliver the best value and Nahdi hopes to continue our fruitful communication.
Pawel Dabrowski,
Omnichannel Director
growth ... the lean way
