Outdated Loyalty System: The existing system lacked automation in the redemption process, advanced customer segmentation capabilities, and seamless integration with other platforms.
Limited Cross-Selling Opportunities: There was a need to expand travel options to provide greater value and benefits to loyalty program members.
Restricted Inventory Access: The current system was unable to efficiently utilize multiple inventory sources.
Suboptimal Customer Experience: The loyalty program required a rapid deployment solution that could continuously optimize online travel experiences, loyalty features, and ancillary services.
Integration Inefficiencies: The absence of API integration hindered smooth data flow between the loyalty system and other critical business systems.
Solution.
Coforge delivered a comprehensive solution to address the client's needs:
Web-Based Loyalty Platform
Developed a customer-facing redemption program enabling point use for travel and merchandise
Implemented a detailed loyalty framework for multi-level member segmentation, pricing, and rule configuration
Integrated with third-party systems for member profiles and point balance management
SaaS Redemption Platform Enhancement
Designed a technology and business roadmap focusing on improved customer experience
Key features included cross-selling product redemptions, flexible search options, segment-based results, point grid calculations, corporate discount codes, audit reporting, and real-time pricing
Supplier Integration
Enabled various commercial distribution agreements through connector configuration and business rules
Technical Expertise
Leveraged travel technology domain experience to transform product engineering, management, and support functions
Conducted application development for new requirements and bug resolutions
Implemented manual, SOAP UI, and Selenium-based automated testing
Agile Methodology
Supported agile model and best practices using Target process Atlassian JIRA and Confluence
Automated processes via continuous delivery and integration on Jenkins
Ongoing Support
Provided 24/7 support and maintenance
Ongoing Support
Utilized modern digital technologies like Ember to improve productivity
The Impact.
Enhanced program flexibility: Combined cash/points options for earning and redemption
Optimized performance through data-driven analytics
