marketing ·
IKEA Case Study
IKEA selected Pobuca to develop, integrate and manage a CRM and loyalty platform connecting customer data, touchpoints and personalized journeys.
Body language: English
Pobuca, a renowned leader in Customer Experience solutions, was selected to develop, integrate, and manage the platform, ensuring it seamlessly aligned with IKEA's business objectives while delivering exceptional value to its diverse customer base.
Company profile
IKEA, a global leader in furniture and home decor, operates under the Fourlis Group in Greece, Bulgaria, and Cyprus. Seeking to enhance customer engagement and loyalty, IKEA decided to implement a CRM & Loyalty platform tailored to the unique needs of its customers across these regions.
The challenge
Complex Integration: The platform needed to integrate seamlessly with IKEA’s existing POS system, e-commerce platform, call center operations, and social media channels.
Data Migration: Migrating extensive customer data from multiple sources into a single CRM system, including e-shop users, simple customers, and loyalty members.
Customer Segmentation: Developing and maintaining tailored customer journeys and segmentation strategies to improve engagement and loyalty.
Omnichannel Management: Coordinating customer interactions across all touchpoints, such as physical stores, web, mobile app, and call centers.
Personalized Campaigns: The challenge of delivering personalized offers, rewards, and communication to the right customer at the right time through the right channels.
Additional published account
Revolutionizing customer engagement with Pobuca & IKEA · 2025-02-17
At Pobuca, we teamed up with IKEA to create an innovative & dynamic CRM & Loyalty platform that redefined how IKEA connects with customers. Our goal? To make shopping at IKEA more personalized, rewarding, and seamless.
By combining smart tech, data insights, and smooth multi-channel experiences, we helped IKEA keep customers engaged, loyal, and coming back for more.
Want to learn more?
Discover how Pobuca transformed customer engagement for IKEA and learn more about the benefits of an integrated loyalty program.
The project objectives
- 360o customer view
- Loyalty membership and reward management in one place
- Omni-channel support
- Seamless system integrations (in-store, online, and call center)
- Personalized experiences at every customer touchpoint
- Customized marketing campaigns
Challenges & overcoming them
Complex
integration
Build your relationship with customers through multiple touchpoints and channels.
Data
migration
Managing the smooth migration of customer data from multiple systems into one unified CRM solution.
Personalization
at scale
Developing tailored customer journeys, segmenting audiences based on behavior and lifecycle.
The Pobuca solutions
CRM & Loyalty platform development
A unified customer profile that enabled personalized marketing and improved Customer Service.
Customer Service module
A 360-degree customer profile that consolidates all interactions for smarter service and real-time, personalized support.
Omnichannel engagement
Personalized campaigns across email, SMS, app notifications, and more to keep customers engaged everywhere.
Loyalty program integration
Easy loyalty sign-ups and tracking are directly integrated into IKEA’s digital platforms.
Loyalty & rewards
A seamless way for customers to track and redeem rewards, plus exclusive offers to keep them coming back.
Real-time support
Our system gave IKEA customer service teams everything they needed to offer fast, personalized support.
Data migration
Successfully migrated data from various sources to ensure consistency and unlock new customer insights.
The numbers speak for themselves!
24%
more
registrations
10.5%
growth in member base
70%
higher spending from omnichannel shoppers
30%
increase in average basket size
Why it worked
Seamless
integration
We made sure everything worked smoothly with IKEA’s existing systems.
Data-driven
personalization
Each customer got offers and rewards that matched their behavior, boosting loyalty.
Increased
engagement
With personalized campaigns, IKEA saw more people returning and spending more.
IKEA Case Study
Leave your details to request the full case study. Pobuca will contact you about the available material. The confirmation acknowledges your request; access to a downloadable file is subject to availability.