Snoonu drives customer loyalty and repeat orders through a gamified shopping experience
2026-03-07 16:45 Diff
https://www.braze.com/customers/snoonu-drives-customer-loyalty-and-repeat-orders

As one of Qatar’s fastest-growing tech leaders, Snoonu is focused on revolutionizing eCommerce, smart services, and on-demand solutions. Founded in 2019 and aligned with Qatar’s vision for a diversified, knowledge-based economy, Snoonu drives innovation across delivery, q-commerce, last-mile logistics, and B2B solutions, seamlessly connecting customers, merchants, and partners nationwide. Committed to fostering local talent and innovation, Snoonu continues to expand its impact across the region, redefining modern lifestyles.

At the cornerstone of the country’s digital transformation, Snoonu relies on a strong customer engagement strategy to build trust, drive loyalty, and fuel sustainable growth. The company's vision is to become users' daily go-to for almost any aspect of their lives—from ordering weekly groceries to getting clothes cleaned, buying tickets for different events around the country, or even ordering food at events without waiting in line. No matter the vertical or the task, the experience should be engaging and easy.

Rewarding grocery shoppers with unexpected savings

Snoonu already has a strong presence across multiple verticals, but the team wanted to drive deeper engagement within their branded grocery store, Snoomart. The challenge was to create a compelling experience that would increase repeat orders and drive customer loyalty—without requiring extensive development time and resources.

The solution was a custom, gamified "Spin the Wheel" campaign that rewarded customers whose Snoomart orders exceeded a set threshold. However, with limited resources and a tight timeframe, the team needed to use a flexible platform that could handle the complex reward mechanics without developer intervention.

The entire campaign was conceptualized and launched in just 30 days—two weeks for ideation and concept finalization, and two weeks for development and launch. The development period included multiple internal tests and iterations to ensure optimal engagement throughout the campaign period.

Here’s how it worked:

1. When users first visited Snoomart within the mobile app, they received a slide-up prompt encouraging orders above 70 QAR.

2. After order delivery, if they met the threshold, customers received push notifications alerting them of a chance to win exciting prizes, creating anticipation and driving app re-engagement.

3. Once they reopened the app, users encountered the "Spin the Wheel" in-app message (IAM) to try their chance at earning rewards. A Braze IAM created with HTML, it uses webhooks to reward customers depending on the options they win. Specifically, every time a user spins the wheel, the random changes are rolled and they are shown a reward on screen. That reward is then assigned to their profiles using a webhook that connects the user to the reward in Snoonu’s system. According to Snoonu, if it wasn’t for how flexible the HTML IAM feature is in Braze, they would not have been able to launch this.

4. Winning users received their promo code instantly in the app through API calls, providing a smooth and immediate reward experience (and a chance to start a new order).

Each time a reward was issued, the corresponding custom attribute in the user’s profile increased by one. Changes in custom attribute values triggered webhooks that fired APIs to Snoonu’s promo code system, which then automatically assigned customers with their specific promo code.

Exceptional results after peak season

The "Spin the Wheel" campaign results exceeded expectations. Engagement metrics included:

  • a 39% increase in orders
  • a 30% increase in brand page visits
  • a 32% increase in revenue

These results were benchmarked against Ramadan, a period when Snoomart typically experiences peak sales, making the incremental growth even more significant.

The "Spin the Wheel" campaign directly supported Snoonu's goals of increasing user engagement, driving repeat orders, and strengthening customer loyalty within their core grocery vertical—while establishing a scalable framework for future gamification efforts.

Key takeaways

  1. Gamification made simple: The Braze platform's flexible messaging and automation tools enabled Snoonu to efficiently create a sophisticated gamified experience, proving that powerful customer engagement doesn't require complex technical implementations.
  2. Speed to market matters: The ability to deploy innovative campaigns in just 30 days gave Snoonu a competitive advantage, allowing them to capitalize on market opportunities and respond quickly to business needs.
  3. Automated systems drive scale: By leveraging webhooks, Snoonu created a fully automated reward system that scaled to handle large volumes and maintain a seamless customer experience.