Loblaw Companies Limited is Canada’s food and
pharmacy leader, as well as its largest retailer and
private sector employer. With over 1 billion
transactions each year in its unmatched network
of 2,500 stores and national e-commerce options,
Loblaw brings food, pharmacy, beauty, apparel
and financial services to customers through many
of Canada’s favorite and most-trusted brands:
President’s Choice, No Name, Loblaws, Shoppers
Drug Mart, No Frills, Real Canadian Superstore,
T&T, Joe Fresh, PC Express and PC Financial.
The Company’s loyalty program, PC Optimum, has
more than 16 million active members and is one of
Canada’s largest and best-loved reward programs.
Loblaw’s purpose is to help Canadians live life well.
It makes good food affordable, health, beauty and
wellness accessible, saving for the future possible,
and essential style achievable.
Loblaw is a Canadian retailer that operates both corporate and franchise supermarkets under 22 regional and market-segmented banners, as well as pharmacies, banking, and apparel. Their digital engineering and messaging teams were investing significant time in building and maintaining transactional messages through various SMS and Email vendors, which restricted their ability to explore new channels such as Push Notifications. They sought a unified solution for transactional messaging across various channels (SMS, Email, and Push) and business lines on one centralized platform. Given the high cost of SMS in Canada, they were in search of a cost-effective strategy that would allow them to use multiple channels seamlessly according to their customers' reachability and consent.
At Loblaw, our goal was to unify our messaging strategies across a number of diverse business lines, while also finding a partner who could provide custom solutions tailored to our unique use cases. MoEngage has been the partner of choice, offering steadfast support and facilitating partnership expansion across channels.
Loblaw partnered with MoEngage to scale up their transactional messaging needs across a number of different business lines such as PC Express, Joe Fresh, Loblaws Pharmacy and Shoppers Drug Mart. They leverage MoEngage Inform, which provides a unified API to orchestrate transactional messages across channels (Email, SMS and Push) to power use-cases like Order Updates for PC Express and Joe Fresh customers.
Additionally, they implemented critical updates such as prescription refills for Digital Pharmacy and Shoppers Drug Mart customers, ensuring the delivery of time-sensitive alerts across various channels. MoEngage Inform provides Loblaw with a 99.99% Service Level Agreement (SLA) and guarantees instant send times (less than 3 seconds) for transactional uses. It also offers complete visibility from message sending to delivery and engagement for each message. Loblaw’s digital messaging teams now utilizes a user-friendly interface for creating and managing their Email and SMS templates, which includes reusable content blocks. This allows them easy alterations to template content during special events such as Black Friday/Cyber Monday sales. In the future, Loblaw anticipates using the 'Smart Send' feature to leverage various communication channels, with a channel fallback mechanism from Push to Email and SMS.
Overall, Loblaws was able to achieve the following:
