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Customer Loyalty and Segmentation-Synchronization of customer loyalty system

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.

The Challenge

  • 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

HCL’s Solution

  • 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

Value Delivered

  • Cost savings by reduction in manpower, achieved by automated ordering and less calls to call centers
  • A satisfied customer base

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