Empowering Loyalty Program members with Online Solutions generating over $3+BN in revenue and call center cost reduction by 20%.
Overview.
The client is a leading full-service global airline and the largest in the UK based on fleet size, with an extensive global route network flying to and from centrally-located airports. They wanted to design an innovative web-based loyalty platform to automate the redemption process.
The customer’s existing loyalty platform was based on the manual computation of reward points and value. This platform was thus time-consuming and prone to error, and reconciliation of the financial accounts became difficult.
The need was to replace the existing loyalty system with an innovative web-based solution to automate the redemption process, enable customer segmentation models, and drive seamless data flow with API integration with other systems.
Key business objectives to accomplish were:
To expand cross-sell travel options to drive enhanced value and additional benefits for their loyalty program members.
To utilize multiple sources of inventory.
To increase customer experience and engagement with quick deployment with ongoing optimization of online travel, loyalty, and ancillary experiences.
Solution.
Coforge partnered with the client and facilitated a loyalty redemption program for end-customers that allowed loyalty program members to redeem points for travel and merchandise anywhere and anytime.
Implemented a detailed loyalty framework with loyalty partners to define member segmentation at multiple levels, and configure loyalty pricing, redemption, and segmentation rules.
Enabled partner integration with third-party systems for program members’ profile and point balance integrations.
Defined technology and business road map for SaaS-based Redemption platform, for better customer experience, features are listed below.
Cross-sell product redemptions
Flexible date and calendar search
Segment based results
Point grids calculations
Corporate-based discount codes
Redemption report for Audit/checks and balances
Real-time pricing and availability
Enabled various suppliers’ commercial distribution agreements using connector configuration and business rules.
Leveraging our travel technology domain experience, we transformed customer’s product engineering, management, and support functions.
Application development for new requirements and existing feature bug resolutions.
Manual, SOAP UI and automation testing using Selenium
Use of the latest digital technology like Ember to improve productivity.
With Global agile expertise, we supported the agile model and best practices on Target process Atlassian JIRA, and Confluence.
Automating process via Continuous delivery and integration on Jenkins.
24/7 support and Maintenance
The Impact.
Increased loyalty program value, by enabling users to use cash and/or points to earn and/or redeem offers.
Maximized program potential and value through data-driven analytics and real-time optimizations
Flexible configurations to quickly launch new markets/segments/clients
Enabling the redemption of more than 40+ BN points and miles which generates over $3+BN in revenues for their customers per year.
After converting from offline to online, saved call center costs by over 20%
