Transgourmet Strengthens Customer Retention and Secures Revenue with AI-Based Churn Prevention
With a net revenue of CHF 11.4 billion, Transgourmet is the second-largest cash & carry and foodservice company in Europe—firmly committed to a data-driven future. By implementing a comprehensive marketing automation solution, integrating personalized customer journeys and predictive analytics, Transgourmet successfully elevated its customer retention strategy in Switzerland.
Just 18 months after go-live, the results speak for themselves: Customers previously at risk of churn were successfully retained, safeguarding revenue and reinforcing long-term customer relationships. This case exemplifies how data-driven strategies in wholesale can foster sustainable customer engagement and long-term success.
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The Challenge: Fragmented Data and Manual Processes
Before implementing the BSI marketing automation solution, Transgourmet faced a common challenge: fragmented customer data and manual processes hindered efficient and targeted customer interactions. While the team already had valuable insights into customer purchasing behavior, the lack of automation limited their ability to effectively leverage this data for personalized interactions. The goal was to implement a seamless solution that would strengthen customer retention while reducing administrative effort.
The Solution: Marketing Automation & Artificial Intelligence
With the introduction of the BSI solution, Transgourmet gained the capability to create automated, personalized customer journeys while proactively preventing customer churn. By leveraging artificial intelligence, predictive analytics, and data-driven decision-making, the company developed targeted measures that significantly improved customer engagement and secured long-term revenue.
A key highlight of this automation initiative was the launch of personalized newsletters based on individual customer purchasing behavior. These targeted interactions, delivered at the right moment, led to:
"Working with gateB and implementing the BSI solution has enabled us to take customer retention to an entirely new level."
Eugen Zgraggen, Head of Marketing
Conclusion: A Milestone in Data-Driven Customer Retention
Transgourmet demonstrates how data-driven automation and targeted customer engagement are redefining customer retention in wholesale. The implementation of the BSI solution is more than just a technological upgrade—it is a strategic step toward a customer-centric future.
With impressive outcomes like consistent revenue protection, higher engagement rates, and significant time savings, Transgourmet sets a new benchmark for customer retention and efficiency in the wholesale sector.
For a detailed look at this transformation, watch the Transgourmet case study presentation from the BSI Customer Summit 2024 featuring Daniel Schleiss (Transgourmet Schweiz) and Tobias Heinrich (gateB). Gain insights into how this data-driven transformation was executed—and how it can inspire other wholesale businesses.
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Olaf started building gateB in 2009 with a focus on helping companies digitize and optimize their marketing processes. Today, digital transformation touches and affects all business areas. As a result, Olaf has further developed gateB together with the management team. Now, the company is globally positioned and supports renowned organizations in fully tapping their digital potential and strengthening their customer relationships in the long term.
Sarah is the Managing Director of gateB Consulting, Inc. (USA) and is responsible for leading and developing the implementation and consulting business in the American market. She has years of experience in marketing and consulting for large companies. Sarah knows exactly what drives brands and how to strengthen them through digitalization.
René has been working in the field of enterprise software for more than 15 years, eight of them as Head of European Business Development for a provider of license accounting software in London. Since 2014, René has been responsible for marketing operations, brand experience and content management as Managing Director at gateB, as well as Deputy CEO for Business Development of the gateB enterprise. He also has extensive experience in the evaluation and implementation of digital asset management (DAM), marketing resources management (MRM), enterprise content management systems (CMS), brand portals and marketing planning systems.
Marco is a consultant with a focus on driving business value through the use of data and technology. He is a member of the gateB leadership team and has helped shape the company’s growth path from its inception to a leader in data-driven customer engagement. As Managing Director, he is responsible for customer intelligence and customer experience.
Robert is a pioneer in data-driven marketing with over 20 years of experience in direct marketing. A lecturer at multiple universities, he specializes in digital and data-driven strategies. Since 2015, he has led business development for intelligent customer engagement at gateB, helping companies leverage data to enhance customer relationships, optimize experiences, and drive profitability.
Laura is our HR Manager and has been working with gateB for many years. Together with her team, she is responsible for the entire employment lifecycle. Simultaneously, she acts as the point of contact for all concerns relating to human resources. With a lot of heart and soul, she takes care of the well-being of gateB employees and, in doing so, significantly contributes to gateB’s success.
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