Intetics Develops and Operates Customer Loyalty Management System for World-Leading Retailer

Objective

To develop a software system for collecting and managing all aspects of customer loyalty program for one of the world’s largest retailers and optimize data for the marketing campaigns.

Challenge

The Client needed a long-term solution to process and manage the customer database efficiently. They were looking for a partner to collect the data from different data sources such as kiosk registration points, paper forms, web pages, payment history, etc., then process and report it for efficient marketing campaigns. Client needed a partner to create applications that allowed easy access to customer data. The data had to be stored in a single location, processed and then provided in different formats depending on the retailer’s marketing needs. To ensure usability of data, several applications had to be developed to support a variety of data sources and data consumers. The applications were used for registering users through kiosks, editing of user profiles, data verification, issues and replacement of loyalty cards, scheduling of welcome e-mails, scheduled delivery of country-specific reports. The applications had to support multiple languages and be customizable depending on the market and country.

Solution

The retailer chose Intetics for its experience in marketing campaign data management and business process automation. Intetics created an Offshore Dedicated Team© (ODT©) and began gathering and organizing customer data received from third-party providers (Data Capture Houses), web applications and in-store kiosks. An open source Enterprise Service Bug (ESB) technology was used by Intetics to set an efficient communication system between different data providers and data consumers of the Loyalty System in a service-oriented way.

According to the marketing campaign goals, new applications and kiosk interfaces were developed to reflect market needs. They enabled direct user registration, profile modification, and loyalty cards printing.

A “helpdesk” solution was created to help in-store employees manage unforeseen customer service issues. Customized reports were also developed to address sophisticated marketing analysis needs.

"Intetics has become a reliable long-term partner to collect and manage our customers data."

Results

Cooperating with Intetics, the retailer’s marketing campaigns became faster and more targeted because of the easier and more flexible access to Customer Loyalty Program reports. The customer’s database was kept organized and up-to-date. The applications were deployed accurately and in time before entering the new markets.

Intetics services extended to markets in 9 countries. The team managed a database with over 12 million customers using proven and reliable open source technologies. Intetics’ effective management of the loyalty program helped the retailer increase number of loyalty program users by 30% and helped to attract 7 million of new customers.

Intetics has helped to optimize the retailer’s marketing campaigns with the prompt delivery of needed database information, building micro-sites in under a month, and adapting existing applications to new markets in 6 months.

Quick Facts

  • 30% increase of loyalty program users
  • 7 million new customers attracted
  • 12 million customer database successfully managed
  • Solutions optimized for use in 9 countries

Quick Facts

  • 30% increase of loyalty program users
  • 7 million new customers attracted
  • 12 million customer database successfully managed
  • Solutions optimized for use in 9 countries

Case Study

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