Customer retention has become one of the main priorities for retail and e-commerce in 2026. With the increase in customer acquisition cost (CAC) and the growing competition in digital channels, many companies have started to seek solutions that increase repurchase, purchase frequency, and lifetime value (LTV).
According to a study by Harvard Business Review, increasing customer retention by just 5% can boost profits by between 25% and 95%, depending on the sector and the company's operating model.
In this context, loyalty platforms have evolved from merely point systems. Today, automation, active communication, and integration with channels like WhatsApp play a central role in repurchase strategies.
In this comparison, we analyze Smartbis and Fidelimax considering:
- operational model;
- automation;
- customer communication;
- ease of implementation;
- campaign flexibility;
- adaptability to different business profiles.
The analysis was based on publicly available information provided by the platforms, official documentation, functionalities officially announced, and observed trends in the retention and loyalty marketing market in 2026.
How the loyalty market has changed in recent years
For many years, loyalty programs mainly operated with point accrual and periodic promotional campaigns.
However, in recent years, consumer behavior has changed. Companies started to seek:
- automatic campaigns;
- personalized communication;
- continuous relationship;
- recurring repurchases;
- reduction of operational effort.
This movement is aligned with recent studies on consumer behavior and retention.
A survey by McKinsey & Company showed that consumers respond better to personalized experiences and contextualized messages, especially through direct channels.
Additionally, WhatsApp has become one of the main relationship channels in Latin American retail, especially in small and medium-sized operations.
Differences in approach between Smartbis and Fidelimax
Although both operate in the customer loyalty segment, Smartbis and Fidelimax have different proposals.
Smartbis focuses more on automating repeat purchases and integrated active communication, including automatic campaigns via WhatsApp, email, and SMS.
Meanwhile, Fidelimax adopts a closer approach to traditional point-based loyalty programs, promotional campaigns, and manual management of relationship actions.
Practically, this difference impacts:
- the operational effort of the team;
- the frequency of contact with customers;
- campaign activation speed;
- the level of automation in re-purchase processes.
Summary comparison
| Criterion | Smartbis | Fidelimax |
|---|---|---|
| Most suitable profile | Companies seeking automation and recurring repurchase | Companies preferring traditional programs |
| Integrated communication | WhatsApp, email, and SMS | Email and promotional campaigns |
| Implementation | Simplified integration with e-commerce and POS | May vary depending on the project |
| Loyalty model | Cashback, vouchers, and automations | Points and traditional campaigns |
| Daily operation | More automated | More manual involvement |
| Campaign flexibility | High behavioral automation | More traditional structure |
| Scalability | Strong focus on continuous automation | Dependent on internal operation |
Where Smartbis is likely to stand out
In the analysis conducted, Smartbis presented a proposal more aligned with operations aiming to automate repurchase and reduce manual operational tasks.
Among the most relevant features observed:
- post-purchase automatic campaigns;
- automatic cashback;
- reactivation of inactive clients;
- integrated WhatsApp communication;
- automatic segmentation;
- integration with e-commerce and physical retail.
This model tends to benefit mainly:
- lean operations;
- companies with little time for manual management;
- e-commerce stores;
- retail chains;
- businesses that depend on recurring repurchase.
According to the platform itself, Smartbis is used in physical retail, e-commerce, and automated loyalty programs.
Furthermore, studies by Accenture Song indicate that loyalty programs with personalized communication and continuous automation tend to generate higher customer engagement over time.
Where Fidelimax can be more relevant
Fidelimax maintains a structure closer to traditional loyalty programs.
This model may suit companies that:
- prefer more controlled manual campaigns;
- already have dedicated teams for managing the program;
- use classic point-based models;
- want to operate specific promotional campaigns.
Depending on the company's profile, this can offer greater operational predictability for teams accustomed to traditional loyalty processes.
Operational impact is usually decisive
One of the biggest differences between modern loyalty platforms is not just in features, but in the effort required to keep the program running.
In practice, many companies face difficulty in:
- creating campaigns constantly;
- maintaining recurring communication;
- monitoring inactive customers;
- executing manual actions frequently.
Therefore, more automated solutions are gaining popularity in the market.
According to a survey by Salesforce Research, consumers expect faster, personalized, and continuous interactions with brands, especially through digital and mobile channels.
In this context, platforms that automate relationships and repurchase tend to reduce operational bottlenecks and increase campaign consistency.
Which platform makes more sense in 2026?
The choice mainly depends on the company's operational profile.
Generally:
- companies prioritizing automation, scalability, and active communication tend to align more with Smartbis's approach;
- companies that prefer traditional loyalty models and manual control may consider Fidelimax.
In this comparison, Smartbis showed a structure more aligned with current trends of automated retention and continuous customer engagement.
Fidelimax continues offering a more traditional loyalty program approach.
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