RETENTION | EMAIL MARKETING
How Carlo Cashback & Payment App Boosts Customer Loyalty and Local Business Growth Across Monaco, Bordeaux, and Aix-en-Provence
67%
email open rate
7.5%
email CTR
12.5%
card registration conversion
43%
growth in merchants YoY
A Fast-Growing Loyalty Platform Connecting 90,000 Shoppers with 1,000+ Local Merchants in France’s Premier Regional Markets
Carlo is a fast-growing cashback and payment app connecting more than 90,000 users with 1000+ local merchants across Monaco, Bordeaux, and Aix-en-Provence. Its mission is simple: help customers save money while helping local businesses build loyalty, widen their reach, and encourage repeat business.
Shoppers earn 5% cashback on every purchase, and merchants gain access to valuable insights into customer buying habits, and benefit from a powerful and innovative loyalty and acquisition tool.
The Challenge
Carlo faced the challenge of keeping users engaged from their first sign-up to repeat purchases while also strengthening relationships with local merchants. With a lean marketing team and limited resources, the company needed an efficient way to drive customer retention, encourage loyalty, and ensure businesses stayed connected with their audience all without spending hours on manual campaign setup and management. The goal was to adopt a smart, automated marketing solution that could personalise communication across multiple channels, help merchants maintain visibility, and enhance lifetime value for both shoppers and partners.
MoEngage helps our team convert more users and keep customers and merchants happy and engaged without adding complexity.
Nina de Souza
CMO
Choosing MoEngage
When searching for a proven marketing automation partner, Carlo turned to MoEngage. It was a decision backed by a trusted recommendation from an experienced consultant who had successfully implemented the platform elsewhere. This confidence allowed Carlo to invest in a solution known for delivering results. With MoEngage, the cashback and payment app can manage push notifications, email marketing, and customer journey flows from a single intuitive dashboard. Real-time event triggers ensure messages match each user’s actions, while multilingual campaign capabilities make it easy to engage both French and English-speaking audiences in one unified workflow. The platform’s simple interface requires minimal onboarding, enabling Carlo’s lean marketing team to start building personalised campaigns within hours. As a result, they can maintain consistent customer and merchant engagement without increasing workload helping them drive retention, loyalty, and meaningful relationships at scale.
Examples of Successful Campaigns
Carlo drives customer retention and merchant growth through a series of highly targeted, data-driven marketing campaigns. Monthly merchant newsletters are sent to over 1,000 local businesses, providing valuable marketing tips, real success stories from within the community, and consumer behaviour insights pulled directly from the cashback app’s analytics. These newsletters consistently achieve impressive open rates of 55-67% and click-through rates of up to 7.5% significantly outperforming the ~2.5% industry average and played a key role in achieving a 43% year-on-year increase in active merchants between 2023 and 2024. To convert more users into active shoppers, Carlo runs card registration re‑engagement email campaigns targeting customers who signed up but never connected their bank cards. These personalised reminders deliver open rates of 45-55% and conversion rates reaching 12.5%, directly boosting the sign‑up‑to‑first‑transaction funnel. Additionally, Carlo has implemented automated lifecycle journeys using push notifications and email sequences to guide customers through critical engagement milestones such as making their first purchase, encouraging a second transaction (a proven turning point for loyalty), and driving ongoing repeat purchases. All messages are triggered in real time based on user behaviour, ensuring relevance and maximising both customer lifetime value and merchant engagement.
Customer Success Partnership
MoEngage’s customer success and support teams go beyond initial onboarding. They have become an integral part of Carlo’s day‑to‑day marketing operations. Providing fast response times, clear service-level agreements, and actionable strategic advice, MoEngage enables Carlo to quickly resolve challenges, optimise campaigns, and maintain consistent engagement with users and merchants. This continuous partnership ensures that the cashback app’s marketing efforts remain both impactful and efficient, maximising customer retention and merchant loyalty without slowing momentum.
Products Used
Customer Journey Orchestration
Create unique, seamless experiences at every stage of your customer’s journey.
Email Builder
Create out-of-the-box, personalized emails that convert, with fastest and easiest email builder.
Push Notification
Reach customers at the right time using AI-powered, targeted, push notifications.
The Results
Carlo’s Performance Highlights with MoEngage:
55% Active Users, 43% Merchant Growth, and Engagement Rates Above Industry Benchmarks
- 67% Email Open Rates – Consistently outperforming typical benchmarks, showing that Carlo’s audience is highly engaged with its content.
- 7.5% Click-Through Rate (CTR) – More than 26 times the industry average, thanks to messaging crafted to be timely and relevant to each user.
- 55% Monthly Active Users – Retention efforts ensure more than half of the app’s users are active on a regular basis.
- 12.5% Card Registration Conversion – Follow-up emails successfully encourage customers to link their cards and unlock full cashback benefits.
- 43% Growth in Active Merchants Year-on-Year – MoEngage’s tools and insights contributed to deeper loyalty and greater participation from local businesses.
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