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

"We launched our loyalty program at the same time as Batch, just as customer demand was rising. The ease of execution helped us move fast, iterate easily, and most importantly, see results quickly.”