Brand
WhatsApp Business Solution Provider
The Mexican retail chain partnered with Meta Business Partner Auronix to overhaul its customer communications by adopting marketing, utility and authentication messages on WhatsApp, resulting in high delivery, open and response rates, reduced advertising spend and higher return on investment than any other channel.
98%
Delivery rate for authentication messages on WhatsApp (higher than SMS)*
74%
Open rate for marketing messages on WhatsApp (higher than email or SMS)*
3.8X
Return on investment attributed to WhatsApp (higher than email or SMS)*
5X
Higher response rate for customer surveys sent via utility messages on WhatsApp, compared to email*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Integrating physical stores with digital solutions
The Chedraui retail chain has operated in Mexico for more than five decades. Just as retail has evolved in that time, so has the company’s approach to marketing and commerce. Chedraui has integrated its extensive network of physical stores with digital solutions, empowering customers to shop effortlessly across channels. The company’s loyalty program, Monedero MiChedraui, is central to this goal, as Chedraui can use digital communications to motivate its most frequent customers to keep coming back to its stores.
Their Goal
Streamlined customer communications
Chedraui wanted to streamline customer communications to enhance engagement and reduce costs. The brand partnered with Meta Business Partner Auronix to consolidate its marketing, customer support, loyalty program and feedback solutions on a single unified channel, WhatsApp Business Platform.
“At Chedraui, WhatsApp has become much more than just a channel. It’s where we transform the transactional into the relational. By listening at the right moment, resolving efficiently and surprising with relevant and automated responses, we turn each micro-moment into a genuine competitive advantage—with a direct impact on customer experience and business profitability.”
Rafael Orozco
CMO, Chedraui
Their Solution
Smoother customer shopping
The team used marketing, utility and authentication messages on WhatsApp to design a wide range of communications experiences for loyal shoppers. Chedraui used its own insights from past purchase behavior, campaign participation and redemption data to tailor delivery of each message to the customer group it would benefit most.
Marketing messages: Customers received tailored marketing messages on WhatsApp in a carousel format, allowing the brand to showcase multiple relevant offers in a single template. Each message included direct links to Chedraui’s ecommerce platform, making it easy for recipients to shop online.
Authentication messages: Chedraui sent secure authentication messages on WhatsApp to in-store shoppers, enabling them to access their account and redeem their balance instantly and effortlessly for cashback rewards.
Utility messages: Post-purchase, Chedraui immediately sent Net Promoter Score surveys to shoppers using utility messages on WhatsApp, allowing the company to gauge customer satisfaction at a higher response rate than other channels.
Customer support: Shoppers could easily access their Monedero MiChedraui cashback balance, locate nearby stores, browse promotions, track orders and get quick assistance by messaging Chedraui directly on WhatsApp Business Platform.
Their Success
Better return on investment than email or SMS
Chedraui continually tracks performance for its promotions. Across a two-month period (March 1-May 7, 2025), the team reported:
- 98% delivery rate for authentication messages on WhatsApp (higher than SMS)*
- 74% open rate for marketing messages on WhatsApp (higher than email or SMS)*
- 3.8X return on investment attributed to WhatsApp (higher than email or SMS)*
- 5X higher response rate for customer surveys sent via utility messages on WhatsApp, compared to email*
- 30% decrease in advertising spend attributed to WhatsApp carousel message templates that reduced the number of messages sent*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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