Customer Success

Task

  • Design an international customer loyalty program
  • Develop the organizational and process framework for setup and operation of the program in outsourcing

Realization

  • Strategic consulting and development of a brand-appropriate program approach
  • Development of technical infrastructure including connection to the POS system, SAP ERP, online shop, and clienteling application
  • Program rollout to 25 countries
  • Build up target group-oriented omni-channel campaign management
  • Operational setup and program management for the EMEA, APAC, and Americas markets in 13 languages
  • Build up within the customer’s department, enabling it to progressively take over program operation

Success

  • Successful program operation since 2010 with progressive handover of all markets as part of an insourcing strategy within 12 months
  • Managed more than 1,000 campaigns per year