Success Stories
Customer Loyalty and Segmentation-Synchronization of customer loyalty system
Customer
One of Australia's largest retailers with stores in Australia and New Zealand, selling apparel and general merchandise through department store chain and discount chains.
- Customer loyalty programs are multifaceted and include Flybuys points distribution, Cellar Share Point Distribution (a type of gift voucher) and Customer Accounts (a type of internal credit card system)
- Internet-based customer information system not in sync with the centralized database due to late reconciliation causing customer dissatisfaction and manual rework
- Flybys bonus points not available for certain promotions
- Newly acquired business required implementation of the FlyBuys system, which is mandated by Customer loyalty programs
- Developed functionality to synchronize online and centralized database on daily basis. This resulted in less call for CML call centers and drastically reduced customer complaints
- Designed strategic solution to handle bonus point calculation for mix-and-match type of promotions
- Implemented the complete functionality of FlyBuys system for newly acquired business
- Cost savings by reduction in manpower, achieved by automated ordering and less calls to call centers
- A satisfied customer base
