Case Study • Retail & e-Commerce

How Refectory launched its omnichannel loyalty program with Batch

Who is Refectory?

Founded in France in 2015, Refectory set out to reinvent the lunch break with a healthy, varied, and affordable offering. In less than ten years, the company has become a leading player in French foodtech.

By the numbers:

650+ employees on permanent contracts
11,000+ businesses served
35,000 meals delivered every day
€70M in revenue in 2024

A loyalty program to boost engagement and growth

To strengthen customer relationships and maximize campaign impact, Refectory identified three priorities:

🔑 Retention
Engage users throughout the lifecycle and make program enrollment a key driver of retention.

🔑 Opt-in
Turn program sign-up into a strategic touchpoint to capture marketing consent and increase opt-in rates.

🔑 Customer insight
Structure data collection — notably through a sign-up questionnaire — to refine personalization and better understand user needs.

Batch: powering loyalty and CRM performance at Refectory

To achieve these goals, Refectory needed a platform capable of centralizing customer data and managing an omnichannel loyalty program that was simple to launch and easy to scale.

With Batch, they were able to:

Unify customer data through integration with Snowflake.
Deploy an omnichannel CRM strategy combining email, push, and SMS in unified journeys.
Increase engagement by making program enrollment a driver of both retention and marketing consent.
Enhance personalization with a sign-up questionnaire and advanced segmentation.
Gain autonomy and speed, migrating all campaigns in just 2 weeks and enabling CRM teams to launch scenarios in under an hour.

"Once the content and visuals were ready, setting everything up in Batch was simple and fast. I could configure each scenario in under an hour, from template creation to setup and testing.”

Juliette Jeanne

Campaign Manager

Refectory

The numbers speak for themselves:

63% of active users now enrolled
74.9% opt-in rate (up from 50%)
2.3% churn reduction in one year

"Nous avons lancé le programme de fidélité à un moment où l’attente des clients était forte. La simplicité de mise en œuvre nous a permis de démarrer rapidement, d’itérer facilement et surtout d’obtenir très vite nos premiers résultats."