Driving an 855x Cart Recovery ROAS and 85 NPS: Inside Chedraui’s AI-Powered CX Strategy

In the grocery sector, logistics precision and real-time communication are the cornerstones of customer retention. Chedraui, one of Mexico’s leading supermarket chains, faced the challenge of scaling digital customer support while maintaining speed across mission-critical workflows, such as smart item substitution and last-mile order tracking. By integrating the VTEX CX Platform, the company eliminated operational bottlenecks and established an AI architecture built to support exponential growth.

What began as a targeted initiative for out-of-stock substitutions evolved into a comprehensive artificial intelligence strategy. Chedraui deployed intelligent agents spanning the entire customer lifecycle—from product discovery to post-purchase—natively integrated into its existing tech stack.

Core Pillars of the Implementation:

• Real-Time Tracking: Direct integration with logistics and inventory management systems (WMS/OMS), enabling proactive and reactive status updates with zero human intervention.
• Delivery Security: NIP-based authentication to ensure secure, verified order handoffs at the doorstep.
• Concierge & Discovery: Personalized shopping assistance featuring recipe-based recommendations and end-to-end loyalty program support.
• Returns & FAQ Management: Full automation of exchanges, returns, and routine inquiries, centralizing and streamlining customer support operations.

Item substitution management—the starting point of the partnership between Chedraui and VTEX CX Platform—is now one of the highest-volume workflows in the operation. When an ordered item is out of stock, the customer receives an automated WhatsApp message to select a replacement within minutes, eliminating phone calls and live-agent intervention.

Initial Scale Performance Metrics:

• Channel Scale & Adoption: In just three weeks, the operation processed 6,925 substitution requests via WhatsApp. Of those, 57.1% of customers (3,952) engaged immediately by tapping "View Substitutes," outperforming the previous period's 53.7% and solidifying channel adoption.
• High Conversion: Among customers who viewed substitution options, 75.1% completed their selection directly within the chat, resulting in 2,969 orders updated 100% automatically.
• Resolution in Minutes: The frictionless flow yielded a median resolution time of just 2.3 minutes, with 90% of selections completed in under 9 minutes.
• Revenue Protection: Across 69.8% of completed workflows (2,072 orders), the substitution was successfully fulfilled with at least one replacement item—safeguarding top-line revenue and preserving customer satisfaction.

Beyond protecting active orders, Chedraui leverages the VTEX CX Platform to recapture at-risk revenue. When a shopper abandons an online cart, they automatically receive a timely, personalized WhatsApp prompt encouraging them to complete their checkout—requiring zero effort from the sales team.

The numbers speak for themselves: over a 30-day window, the campaign achieved an 855.6x ROAS—generating MX$855.60 in recovered sales for every peso spent.

30-Day Campaign Results (September 13 – October 12, 2026):

• Direct Revenue Impact: 170 recovered orders generating MX$383,856.26 in revenue, with an average order value close to MX$2,258.
• High Open Rates: 70.1% of delivered messages were read (5,936 total reads).
• Meaningful Engagement: 2,916 total interactions—meaning nearly half of the customers who read the message actively replied or engaged.

The solution’s impact is validated by KPIs that strike an optimal balance between operational scale and service quality, proving that automation can enhance—rather than compromise—customer connection:

• AI Containment Rate: 85% resolution efficiency without human escalation.
• Average NPS: 85.1, placing service delivery in the top tier of retail benchmarks.
• Customer Satisfaction (CSAT): 88.52% of users awarded the maximum service rating.
• Tech Architecture: Seamless, native integration between VTEX and Chedraui’s core ERP and customer service systems.

For Chedraui’s leadership, the platform's competitive edge lies in pairing enterprise-grade robustness with streamlined management.

"If I had to summarize it in two concepts, they would be simplicity and scalability to the fullest. Simplicity doesn’t mean limitation—on the contrary, it is the foundation for scale. We have clear visibility into how the solution is architected and its capacity to support our long-term roadmap."

— Leonel Rodriguez, Product and Omnichannel Design Manager.

Chedraui demonstrates that AI-driven Customer Experience (CX) is an undeniable efficiency engine for enterprise retail. By reducing operational friction and empowering consumer self-service, the brand reinforces its market leadership in Mexico—proving that strategic technology turns complex logistics hurdles into measurable, sustainable customer satisfaction.