Case studies
In projects relating to marketing automation, CRM and loyalty programmes, our key focus is on maximising effectiveness and achieving our clients’ business objectives: incremental revenue, ROI and increased distribution.
Case study
Poland’s supermarket chain – 8M+ customers monthly, 280 stores – needed to transform its loyalty programme from a cost centre into a strategic business asset.
The results
The challenge
POLOmarket had 2.6M+ active loyalty card holders but no infrastructure to turn transactional data into personalised communication – leaving a rich data asset effectively unused.
POS, mobile app, data warehouse and 18+ channels - all disconnected, with no unified customer view.
All 2.6M customers received identical offers - no segmentation, no lifecycle logic, no relevance.
The loyalty programme was a cost centre - with no way to attribute revenue to individual campaigns.
The solution
H2H.tech built an end-to-end personalisation stack – unifying every data source, segmenting the entire base and automating multi-channel communication, all measured against control groups.
18+ data sources integrated in real-time: POS, Frikasy balance, app behaviour, coupon redemptions, basket data and 180-day history.
Recency, Frequency, Monetary Value and Product category - enabling precise targeting across 5 sub-segments.
Push, SMS, email, WhatsApp and RCS - with capping, calendar management and a single control panel.
Every campaign measured against a statistically valid control group - so revenue impact is provable, not assumed.
„Dzięki H2H.tech zamieniliśmy dane z programu POLOkarta w realne przychody. Personalizacja przestała być kosztem – stała się źródłem wartości dla całego biznesu.”
Krzysztof Szultka, Dyrektor Marketingu, POLOmarket
Interested in what personalisation could do for your loyalty programme?
Case study · B2B loyalty & professional education
L’Oréal Dermatological Beauty needed the loyalty of the people who recommend its brands: pharmacists and pharmacy technicians. H2H.tech built DermoPartner – an education-led B2B loyalty platform that earns that loyalty with knowledge instead of points, and measures every interaction.
The results
Scale after year one: 14,500 users from 6,200 pharmacies across four markets – Poland proved the model, then it was replicated in Lithuania, Latvia and Estonia. Email open rate 55.6% (5× the benchmark), 85% of the CRM base responds to communication, and 5.5× more training participants than comparable pharmacy services. Source: DermoPartner platform admin panel.
The challenge
Poland has 12,000 pharmacies, where some 63,000 pharmacists and technicians care for patients every day. Pharmacists must collect 100 education points per five-year cycle to keep their licence to practise. The brief: launch a new educational service into a crowded market and reach 15% of it within the first year.
Pharmacy staff are already courted by competing points-based programmes - attention is the scarcest resource.
Transactional rewards win a transaction, not a professional relationship - and not a recommendation at the counter.
Pharmacy technicians serve patients daily, yet are routinely excluded from professional training programmes.
The strategy
We put the professional at the centre and delivered real value rather than currency: loyalty as an attitude, built on free, genuinely useful education. We included pharmacy technicians, giving them the same training as pharmacists, and deliberately offered more than the law requires – interactive webinars, product tests, a full academy and an on-demand knowledge bank. Every element is instrumented, so engagement becomes data the brand can act on.
The solution
Five product categories across three levels - from product basics to expert practice. Diplomas per category, a graduate certificate, available 24/7 at the user’s own pace.
LIVE webinars produced in a professional studio in breakfast-TV format, with interactive chat and on-demand replay - 1,000+ participants per event on average.
Expert-led LIVE trainings with post-session quizzes and rewards, plus SCORM modules tied to product lines and always aligned with the brand calendar.
Qualification survey → product test → structured evaluation of efficacy, tolerance and cosmetic qualities. Output: a credible market-feedback report for brand and sales teams.
Segmentation by activity, channel preference and content interest; automated emails and SMS that lift attendance and bring users back; integrated CRM, custom chat and automatic certificates.
Engagement, effectiveness and attendance tracked in real time - plus a tester module that turns the professional base into an always-on market-research asset.
Interested in what a data-driven B2B loyalty programme could do for your professional channel?
Case study · CRM & Marketing Automation
Sandoz – one of the world’s leading generic and biosimilar medicines companies – needed reliable, scalable CRM and marketing automation across dozens of markets. H2H.tech operates it end to end on Salesforce Marketing Cloud, as the team behind the Sandoz global digital hub.
The results
The challenge
Sandoz operates across dozens of markets on Salesforce Marketing Cloud. The brief: manage complex CRM campaigns and customer journeys consistently worldwide, keep the platform reliable, and move communication up the maturity curve – from uniform messaging toward omnichannel and fully personalised experiences.
One platform, dozens of markets - campaigns and journeys that must stay consistent centrally yet relevant locally.
Several markets reported problems with data extensions and email/journey settings - the SFMC ecosystem had to be verified before scaling.
Raise the engagement-maturity level: from multichannel toward omnichannel and fully personalised communication.
The approach
We began with a full SFMC re-check across 17 global markets – Questionnaire → Analysis → Re-check → Report – covering email and journey building, Scout-SFMC connections, available data extensions and the unsubscription process. With a clean, governed ecosystem in place, H2H.tech took over day-to-day CRM operations and steadily raised the engagement-maturity level: Traditional → Multichannel → Omnichannel → Fully personalised.
The solution
Day-to-day management of CRM campaigns across markets - 200+ campaigns introduced in 2024 alone.
100+ data extensions and multi-step journeys - A/B tests on subject, time and content, SMS resend to non-openers, and multi-group content testing.
Ongoing configuration and governance of the Salesforce Marketing Cloud environment across all markets.
Managing Sandoz CRM databases and building the segments that drive targeted communication.
A dedicated CRM help desk supporting local teams - 180+ tickets resolved in 2024.
12 Salesforce CRM academy sessions for local teams in 2024 - raising in-market capability.
„The expert knowledge of Salesforce Marketing Cloud, the flexibility and operational agility of the H2H.tech project team and the digital transformation expertise makes me recommend H2H.tech as a trusted and proven partner.”
Justyna Dziegieć · Global Digital Hub Director, Sandoz
Interested in what scaled CRM and marketing automation on Salesforce could do for you?
Case study
One of Poland’s leading DIY chain – 220+ stores needed a comprehensive omnichannel strategy grounded in real customer data to grow loyalty, unlock e-commerce and build a consistent customer experience.
The results
The challenge
Bricomarché had 1.2M loyalty programme members, a growing app and an e-commerce platform – but no unified customer view, no personalisation infrastructure and a loyalty mechanism generating little measurable value.
No structured understanding of how customers shop across store, app and e-commerce - or where the key friction points were.
No threshold mechanism, no RFM segmentation, no automated communication - impossible to link loyalty to sales.
Store, e-commerce and app operated independently - no shared data layer, no consistent customer experience.
The approach
H2H.tech led the full strategic process in partnership with Kantar – from in-store ethnographic research to omnichannel workshops, prototype development and final strategy presentation across regional teams.
The solution
The Omnichannel workshop produced 26 initiatives across programme, e-commerce and store – each assessed for business value and implementation timeline. H2H.tech then developed five detailed implementation prototypes:
Designed the e-voucher model (30 PLN per 300 PLN spent) that became the award-winning "Skanujesz, zyskujesz" programme. Scored 95% acceptance and 8.89/10 value rating from workshop participants.
Built a full Recency, Frequency, Monetary model with five customer value sub-segments - turning an anonymous base into a structured, actionable database.
Redesigned the full CRM communication stack - email templates, newsletters, welcome flows and per-segment basket-based messaging - including eye-tracking optimisation.
Prototyped the e-commerce product range expansion and mobile app enhancements - enabling unified customer identification across all sales channels.
„Wiedza ekspercka z zakresu analizy oraz budowania doświadczenia Klienta (CX), budowania strategii programów lojalnościowych, digital & e-commerce oraz umiejętności pracy warsztatowej H2H.tech były kluczowym elementem powodzenia tego projektu.”
Magdalena Wiśniewska, Dyrektor Pionu Wdrażania Innowacji, Bricomarché
Interested in what an omnichannel strategy could do for your business?
Administratorem Pana/Pani danych osobowych jest Human2Human Sp. z o.o. z siedzibą w Poznaniu, przy ul. Bastionowej 37, 61-663 Poznań (dalej „Administrator”). Administrator wyznaczył Inspektora Ochrony Danych, z którym można skontaktować się we wszystkich sprawach związanych z przetwarzaniem Pani/Pana danych osobowych pod adresem mailowym: m.soczko@h2h.tech.
Pani/Pana dane osobowe będą przetwarzane w celu umożliwienia przesłania raportu, na podstawie art. 6 ust. 1 lit. a RODO, tj. zgody osoby, której dane dotyczą oraz wysyłki informacji marketingowych drogą elektroniczną, w przypadku wyrażenia dodatkowej zgody.
Podanie przez Panią/Pana danych jest dobrowolne, ale konieczne w celu przesłania raportu. Będą one do czasu wycofania zgody, ale nie dłużej niż do czasu zakończenia wysyłki. Pani/Pana dane mogą zostać przekazane osobom współpracującym z Administratorem oraz upoważnionym pracownikom.
W zakresie wynikającym z RODO, przysługuje Pani/Panu prawo do dostępu do treści danych osobowych, w tym uzyskania kopii danych, żądania sprostowania lub uzupełnienia danych osobowych, żądania usunięcia danych osobowych, żądania ograniczenia przetwarzania danych, wyrażenia sprzeciwu wobec przetwarzania, przenoszenia danych. W przypadku uznania, iż przetwarzanie Pani/Pana danych osobowych przez Administratora narusza przepisy o ochronie danych osobowych, przysługuje Pani/Panu prawo do wniesienia skargi do Prezesa Urzędu Ochrony Danych Osobowych.
Administratorem danych osobowych jest Human2Human Sp. z o.o. z siedzibą przy ul. Bastionowa 37, 61-663 Poznań. Wysłanie poczty elektronicznej lub tradycyjnej jest równoznaczne z wyrażeniem zgody na kontakt w celu udzielenia odpowiedzi, w tym przedstawienia oferty produktów i usług Administratora, zgodnie z art. 6 ust. 1 lit. a ogólnego rozporządzenia o ochronie danych osobowych z dnia 27 kwietnia 2016 r. (dalej RODO). Następnie dane osobowe mogą być przetwarzane w celu zawarcia i realizacji umowy (zgodnie z art. 6 ust. 1 lit. b RODO) lub w związku z jej zawarciem, jeśli stroną umowy jest osoba prawna (przetwarzanie danych kontaktowych jest wówczas prawnie uzasadnionym interesem Administratora, zgodnie z art. 6 ust. 1 lit. f RODO).
Odbiorcami danych są pracownicy i współpracownicy Administratora oraz podmioty, którym Administrator może powierzyć działania wynikające z realizacji w/w celów, na podstawie umowy powierzenia przetwarzania; dane osobowe nie będą przekazywane do państwa trzeciego ani organizacji międzynarodowej i będą przechowywane do czasu wycofania zgody, załatwienia sprawy wynikającej z korespondencji tradycyjnej lub momentu przedawnienia roszczeń z tytułu zawartej umowy.
Ma Pan/Pani prawo dostępu do treści swoich danych, w tym uzyskania ich kopii oraz prawo ich sprostowania, usunięcia, ograniczenia przetwarzania, prawo do przenoszenia danych, prawo wniesienia sprzeciwu oraz prawo do cofnięcia zgody (np. w ten sam sposób, w jaki została wyrażona); a ponadto, prawo wniesienia skargi do organu nadzorczego, tj. Prezesa Urzędu Ochrony Danych Osobowych, w przypadku uznania, iż przetwarzanie Pana/Pani danych osobowych narusza przepisy RODO.