Pharm24 x Sleed: From Customers to Lasting Connections Silver Winner – Best Customer Retention and Churn Reduction
Pharm24 and Sleed shifted focus from acquisition to retention through a human-first loyalty and CRM ecosystem. The initiative increased CLV, retention, and loyalty membership while boosting satisfaction and repurchase intent.
Key Results
Measurable impact and success metrics
Pharm24 x Sleed: From Customers to Lasting Connections
Silver Winner – Best Customer Retention and Churn Reduction
When customer retention is transformed from a KPI into a strategic advantage through loyalty, personalization and a human-centric customer experience.
| Key Metrics | Result |
|---|---|
| Customer Lifetime Value (CLV) | +12% |
| Retention Rate | +10% |
| Loyalty Members Base | +20% |
| Customer Satisfaction | 4,9/5 |
| Repurchase intent | 95% |
The case
Pharm24 is one of the most recognizable online pharmacies in the Greek market, with a strong presence in a highly competitive e-commerce environment. In 2025, the brand’s strategy consciously shifted from continuous new customer acquisition to building long-term relationships with its existing audience. In collaboration with Sleed, Pharm24 invested in an end-to-end ecosystem of loyalty, CRM automations and customer experience, aiming to strengthen loyalty, repeat purchases and the overall value of each customer over time.
The Challenge
The online pharmacy sector is characterized by intense competition, strong price pressure and an increased cost of acquiring new users. For Pharm24, the challenge was no longer further growth through offers, but the meaningful reduction of churn and the strengthening of loyalty, in a market where the relationship with the customer often remains superficial. The need was clear: a transition from transactional communication to a human-first experience, with consistency, personalization and real value at every touchpoint.
Our Approach
Sleed’s strategy was based on creating an integrated retention framework, with the customer at the center. The Pharm24 loyalty ecosystem was upgraded with dynamic tiers and personalized benefits, while advanced CRM automations and RFM analysis were activated for targeted communication. The experience was further enhanced with UX optimizations, personalized product recommendations and human-first customer service.
- Loyalty tiers: Silver, Gold, Diamond
- Personalized rewards and benefits
- Early access to campaigns
- Bonus referrals
- Advanced CRM automations based on RFM segmentation
- Welcome series for smooth onboarding
- Reminder flows for repeat-purchase products
- Re-engagement campaigns to reduce churn
- Post-delivery follow-ups to strengthen trust and the overall experience
- UX optimizations for smoother navigation and shopping experience
- Personalized product recommendations based on behavior and needs
- Real-time support from beauty and pharmacist experts
What did we achieve?
The strategic approach to customer retention delivered measurable and meaningful results. Pharm24 recorded a 12% increase in Customer Lifetime Value and a 10% improvement in Retention Rate, while the loyalty member base grew by 20%, with strong growth in the higher tiers. Improvements in the customer experience were reflected in a satisfaction score of 4,9/5 and 95% repurchase intent, confirming that trust is built through consistency and personalization.
When retention is approached strategically, it becomes a real competitive advantage.
The success of the strategy was recognized with a Gold award at the E-volution Awards 2026, in the Best Customer Retention and Churn Reduction category, confirming the power of a human-centric, personalized loyalty and CRM ecosystem.
