Case Study
The power of tailoring: a customised loyalty programme
Implementation of the "Loyalty 2024 program", based on a single view CRM, with a collection of 'qualifying' points that allow the customer to scale 3 different statuses, each with dedicated benefits.
Where: italy
Where: italy
Challenge
Our client is a global corporation that aims to achieve carbon neutrality goals by 2050 and is a leader in selling services related to sustainable mobility. The client aims to build customer loyalty through a new Loyalty program the number of subscribers, engage and retain customers, encourage cross-selling, up-selling, increase sales, and incentivize App payments.
Approach
At Eng, we responded to the customer's challenges with a Devops procedure to ensure continuous integration and continuous delivery. The large number of processes involved required several upgrades during the requirements gathering, analysis and development phases, without, however, affecting the meeting of project deadlines.
Digital Ecosystem
Solution
Digital Ecosystem
At Eng, we responded to the client's requests by implementing and setting up a new scalable, dynamic and robust technology within the Salesforce Suite to manage the client's Marketing Campaigns. Particular attention was given to the Loyalty Management module. The solution developed is extremely innovative: we are the first in Italy to have adopted it for the OIL&GAS world. Other Salesforce technologies used:
- CRM Analytics to offer a centralised view of the same customer's master data from different systems, services used and tickets opened at the contact centres;
- Service Cloud for Customer Support;
- Identity for Customer authentication;
- Data Cloud (fka CDP) to recognise the same customer on different systems;
- Marketing Cloud Engagement and Mulesoft to quickly integrate the different systems.
Results
Increased margins
Increase in the number of App subscribers
Increase in loyal customers
Increase in App payments
Impacts
Technologies
Cloud
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Intelligent Ecosystems for a Cloud Strategy.
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