Case Studies

Consumer Reward Campaign 2.0 for Customers of Printers

The client had run a campaign during 2017 festive period to encourage customers to purchase specific premium models of printers. Owing to the success of that campaign, the client decided to launch the campaign again in 2019. The learnings of the first run of campaign were crystallized and implemented to ensure smoother operations this time around. The scale of the project was also much higher this time around with more than 20000 customers participating in it.

Approach

The key activities in project execution were as follows:

  • Development of a web based system to collect customers’ information and documents. The UI and UX were improved as compared to last time based on the feedback received from the customers
  • Ensuring that the system created could pass the best possible security checks to comply with the client’s high level of security policies much before the launch
  • Integrating with client system to map the valid serial numbers of the products
  • Coordinating timely documentation and validation
  • Handling logistics of rewards up to the last mile in all corners of the country
  • Providing multi-channel support for grievance handling
  • Ensuring zero leakage payouts with audit trails
  • Ensuring closures of all deliveries within 45 days of confirmation

Outcome

  • The program was launched on time with all the systems developed and all the security checks cleared
  • Rewards were delivered to customers within the promised timelines and in a smooth manner

Topics: Channel / Influencer Loyalty, Campaign Management