How TEGEN Automated Customer Loyalty Management Across Its Retail Network

Since launching LEAFIO Loyalty Management across its network of 34 branded stores, TEGEN has achieved an average check that is more than 80% higher among loyalty program participants than among non-participants, achieved 50% active participation among connected customers, and grown its active user base by 20%.

80%+ Higher Average Check for Participants

50% Active Participation Rate

20% Growth in Active Users

• The old loyalty program was not working effectively
• No personalization; all customers received the same offers
• No tools to collect and analyze customer data
• The old system limited growth and could not scale
• Bonuses had little impact on customer retention and functioned primarily as a formal program feature
• Communication did not account for the interests of different customer segments

• LEAFIO Loyalty Management, configured around TEGEN's business requirements
• Mobile app, Telegram bot, push and SMS notifications
• Behavioral segmentation and personalized offers
• Status-based cashback model
• Win-back campaigns for inactive customers
• Referral program

• 80%+ higher average check for program participants
• 50% of connected customers actively use the loyalty program
• 20% growth in active users

TEGEN is one of the largest sausage producers and food distributors in the region. The company began as a food production business before opening its first branded store, gradually building out a "store near home" retail format alongside its online channels.

Beyond sausages, TEGEN produces semi-finished products, meat and poultry, confectionery, sauces and marinades, ready meals, and bakery goods. The company now operates 34 branded stores. According to the published case study, the chain offers more than 100,000 SKUs across its network, while the client interview notes that some larger supermarket-format stores individually carry more than 7,000 SKUs.

The company's mission is to become closer to its customers, providing them with more high-quality products and helping them choose the best options.

TEGEN's first loyalty mechanic dates back to 2013, when the company was already seven years into its retail operations with around 10 stores. At the time, it introduced a discount-card system that simply reduced prices for cardholders. Over time, it became clear that plain discounts and plain cards were losing their value to customers, and the company had no way to understand customer behavior, preferences, or buying habits, or to build individual offers based on that data.

As the retail network grew, several specific problems with the old loyalty program became clear:

• The old loyalty program was not working effectively
• No personalization: every customer received the same offers
• No tools existed to collect and analyze customer data
• The old system limited growth and could not scale with the business
• Bonuses had little impact on customer retention and functioned primarily as a formal program feature
• Communication did not account for the interests of different customer segments

TEGEN set out to find a more advanced solution that could close these gaps, particularly around researching consumer behavior and enabling individual, targeted offers.

What stood out most to TEGEN was functionality: a system that combined CRM with flexible marketing mechanics in one place, including behavioral triggers, SMS and push notifications, mailings, promotions, feedback collection, post-visit satisfaction ratings, and a referral system. Managing customer behavior through individual offers and bonuses, encouraging repeat visits, and building genuine interest were key priorities.

The project was built around three core goals:

1. Improving customer experience, guided by customer feedback and flexible program configuration
2. Attracting new customers through advertising, promotions, and referral mechanics
3. Improving marketing through precise data and targeted offers

All of this could be fully realized with LEAFIO's solution, LEAFIO Loyalty Management.

The implementation was delivered collaboratively by the LEAFIO Loyalty team and TEGEN's team.

• Program design and configuration. The team designed the system from the ground up, fully adapting it to TEGEN's needs: bonus logic, mechanics, customer interaction rules, and scalability for future growth.
• Historical data import. The team imported customer purchase history, bonus balances, and profiles, supporting a smooth transition to the new system.
• Launch of new digital communication channels. Alongside the program launch, the team built a mobile app and rolled out a Telegram bot, push notifications, and SMS messaging, so customers could receive offers through the digital channels they already use.
• Team training and staff preparation. LEAFIO provided a structured training process and responsive support, helping TEGEN's team quickly master the interface and the system's capabilities.
• Testing and scaling. The system went through detailed testing, checking stability, scenario accuracy, and resolving technical issues, while also preparing operating procedures, staff instructions, and rollout documentation. After successful testing, the program was rolled out across the entire network and ran stably from day one.
• Post-launch program development. TEGEN's team now uses a status-based cashback model, personalized offers, behavioral segmentation, win-back mechanics for inactive customers, and a referral system.

During the interview, TEGEN's top manager described the training experience: the LEAFIO team provided a self-paced learning system with tests for each topic, allowing staff to retake material as needed, alongside responsive technical support whenever questions came up. Store-level managers also ran internal briefings, prepared scripts and instructions, and trained their own teams, resulting in a smooth rollout without major difficulties.

Implementation note: TEGEN operates two LEAFIO solutions as part of its digital transformation: LEAFIO Loyalty Management for customer loyalty, and LEAFIO Inventory for stock management. This case study covers the loyalty implementation only.

• Customer segmentation
• Behavioral triggers
• Status-based cashback
• Personalized offers
• Win-back campaigns for inactive customers
• Referral program
• Mobile app
• Telegram bot, push & SMS notifications

The loyalty program has become a full customer behavior management tool for TEGEN, working through the mobile app, push and SMS campaigns, personalized offers, and referral mechanics.

• Strengthened personalization and increased customer trust
• Re-engaged inactive customers through personalized bonuses
• Enabled targeted, segmented marketing instead of mass campaigns
• Increased customer response to promotions and individual offers
• Improved customer experience through the mobile app, push, and SMS
• Made the loyalty program the primary channel for customer interaction

All figures below are confirmed by both the published case study and the client interview. Per the project team, the 50% figure refers to connected customers who actively use the loyalty program.

The average check of loyalty program participants is more than 80% higher than that of non-participants. TEGEN's top manager confirmed this figure directly, describing it as clear evidence that the loyalty system helps grow average order value and gives customers a real incentive to keep using the program and returning to stores.

Around half of all customers connected to the network actively use the loyalty program, regularly responding to offers and returning for repeat purchases.

TEGEN has recorded more than 20% growth in active loyalty program users, with the active user base and their purchase volumes both increasing month over month.

• Customers earn status levels based on cumulative spend, unlocking higher cashback percentages as they progress, a gamification mechanic layered on top of the core bonus program
• Bonuses expire after one year if unused, encouraging timely redemption while also helping the company identify inactive members
• The team is currently testing an expiring-bonus mechanic, which, according to the client interview, is already driving higher customer engagement and generating more customer feedback

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LEAFIO Retail Platform · Customer Loyalty Management