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Integration & Implementation of a Customized Loyalty Program

The client received an integrated, customized Loyalty Program for the multiple brands under them. Know how CSL overcame tight deadlines and technical challenges to meet client demands.

About the client:

The client is in retail business delivering exceptional service and product expertise with seven unique and famous brands and has 1000+ stores with 10,000+ team members across Australia, Singapore, UK, Ireland, and more. Cloud Science Labs (CSL) partnered with the client to deliver exceptional service.

Industry:
Project:

Retail

Integration & Implementation of a Customized Loyalty Program

CSL overcome Salesforce Loyalty Management technical limitations, delivering enhanced program management, flexibility, increased customer satisfaction, and competitive advantage.

The Challenge:


The client's goal was to reward loyal customers with points that could be redeemed for discounts. However, customers who returned products after earning points could keep and use those points for future purchases, leading to potential abuse of the client’s system.


Thus, the major challenges faced in the project implementation of the Loyalty Program Management were:

  1. Salesforce Limitations: The Salesforce platform did not support the loyalty points going negative. 


  1. Time Constraints: The client needed to implement the loyalty program less span, requiring numerous custom features.


  1. Negative Point Balances: The loyalty program required the ability for a point balance to be negative, which was against the standard rules of Salesforce Loyalty Management functionality.

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Boosting Productivity with Salesforce

The Solution:

CSL tackled this Salesforce platform inefficiency challenge by developing custom logic to ensure return product points could be adjusted, even leading to negative balances. We also lead the Salesforce team to consider this limitation and address it in their next version update.


To address these challenges, CSL implemented several key solutions like:


  1. Time Management and Efficient Execution: 

  • We streamlined project management processes for maximum efficiency.

  • We prioritized tasks to focus on critical components to meet tight deadlines.

  • We used Agile methods to ensure continuous progress and adaptability.


  1. Custom Implementations:

  • We developed custom features to fulfill the client’s requirements for negative balance points.

  • Leverage Salesforce flexibility to create a customized loyalty program that includes adaptability to negative points.


 3. Handling Negative Point Balances:

  • Creating custom logic to allow negative point balances while maintaining system integrity.

  • Implemented validation rules and transaction controls to manage and monitor transactions negative transactions effectively.


Technology Involved:


  1. Salesforce Loyalty Management 

  2. Salesforce Apex

  3. Salesforce Lightning

  4. Salesforce API

  5. Custom Workflows and Validation Rules

The Results:


By implementing the solutions, CSL delivered the Loyalty Program within a strict timeframe. The following were the results of the project completion:

1. Enhanced Loyalty Program Management:

The client can efficiently manage their loyalty program and provide a seamless experience to their users.

2. Flexibility and Scalability:

The loyalty program could be scaled to adapt to changing business needs.

3. Increased Customer Satisfaction: 

The client helped improve customer satisfaction and engagement with their loyalty management program.

The Project Benefits:

Following were the project benefits that helped the client gain a competitive advantage over other businesses to thrive in the market. CSL’s customized Loyalty Program helped with:


  1. Improved Efficiency: The manual efforts were reduced through automation and customized workflows.


  1. Greater Flexibility: The client can support negative point balances, offering flexibility in managing the loyalty program.


  1. Enhanced Customer insights: Better tracking customer interaction and buying choices provided valuable insights to the client.

  2. Competitive Advantage: The client could differentiate themselves in the market by providing a unique loyalty program, customer retention, and loyalty.  

Conclusion: 

Cloud Science Labs delivered a customized loyalty management program developed from scratch through the Salesforce platform. The CSL team overcame the platform limitations with unique and innovative custom codes by collaborating on solutions for significant technical challenges. CSL assisted the client in delivering customer satisfaction and increased engagement through a robust and flexible Loyalty Program.


Ready to upgrade your Loyalty management system? Partner with CSL for an efficient and adaptable solution. Contact us today!


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