Recreating Rewards Programs to Meet Modern Demands

BUSINESS SITUATION

A global online financial services provider came to us needing to update their rewards program to meet the changing desires and needs of their customers. Their customers now want far more than air miles for rewards, and our goal was to develop a completely new rewards package that would meet the needs of both our client and their customers.

At issue for this particular global online financial services provider was the fact that they needed to implement an all- new “Rewards Program.” What was needed was a program that could successfully replace the one that they have been providing their customer base of more than 30 million people. However, making the change from their old loyalty- based platform to one that offered a large array of rewards from a number of vendors such as Amazon, as well as the more traditional airlines miles and cruises was proving to be very difficult.

The problem faced by this particular provider was that they needed to update their rewards program or face the dis- tinct possibility that a number of customers might switch to a provider with more to offer. Their goal was to be able to offer their clients a multi-tiered rewards package that would allow them to tailor the rewards they could earn to meet their individual tastes.

In concept, this new rewards program seemed to be an outstanding idea. Putting it into practice was proving to be a major challenge, leading them to contact us in search of a viable solution to their particular problem. Their goal was to create a completely unique rewards program that would not only help them to retain customers, but bring in a wealth of new ones seeking to get the most from their credit accounts.

SOLUTION

In order to meet their needs and satisfy the demands of their customer base, we created a completely new front end that was in accordance with the design provided to us by this global client. We also created the proprietary Corporate Social Responsibility portal needed to provide customers with access to their new customer rewards program.

At the same time, we integrated the millions of items available via the Amazon store along with gift cards into the new platform. Our team was able to implement a fully functional shopping and checkout process into their newly designed portal. As a final step, we were able to implement a new payment gateway by integrating with this global online finan- cial service’s credit card payment process and provide them with an online reporting module for ease of use.

BUSINESS BENEFITS

The final benefits to this solution included creating an award-winning reward program that included a major update to the program already in place. With this new system, our client realized:

• Millions of satisfied new and existing clients
• A simplified claims process for all rewards
• A simplified shopping and checkout process
• Simplified access to the various levels of rewards
• The ability to attract a new generation of customers by being able to offer them an award-winning customer rewards program