Project Overview

Update 2020: This solution would help companies in the current situation of COVID-19 Pandemic, for more info about B2B LOYALTY PROGRAM – REWARD MANAGEMENT SYSTEM? click here.

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In today’s competitive business, customer loyalty is one of the important keys to boosting your revenue. Customer loyalty is built from the relationship between the customers to the brand. The customers' needs and demands are dynamic and retaining customer loyalty is not an easy task. That is why a company has to strengthen the relationship between their products with customers because it is vital for their business performance.

This is a solution designed by WGS for a foodservice business of a UK multinational consumer goods company in Indonesia. This loyalty application will help the company to build loyalty between the company and their wholesaler customers, improve customer retention, attract new customers, and nurture a better relationship between the brand and their B2B customers.

Our client requested WGS to develop a better monitoring program over stores that sell products from their company. While providing more beneficial services for the end customers, such as vouchers or awards, as well as other goods or cooking demonstrations.

WGS developed the web-based application on top of PHP and use Laravel 5.2 framework. The application will run on top of an Ubuntu, Apache Web server, and PostgreSQL database. On the front-end, we will use HTML5, CSS3, Javascript, and Jquery.

There are three (3) users with different roles in the application, as follows:

1. Superadmin
   This user manages the whole thing at the back of the application including the transaction data updates, organizing voucher, point exchange confirmation and adding new stores.
2. Internal
   The internal is users who can view all wholesalers in the application and see the target and achievement that have been achieved by wholesalers in a  quarter period.
3. Wholesaler
   These users are divided into 3 types that can use some features differently in the application such as tracking the point redemption, viewing programs and news feed, provide prize gallery, making a report and check e-voucher data history.

The three types of wholesalers are:

• Gold
• Silver
• Bronze

Here are a few from many features in the application, as follows:

1. Master Data
   Admin can manage all types of rewards, mechanism, and general information for the application on this page.
2. Loyalty Program Setting
   Here, admin can manage the criteria of rewards, including business support, and user accessibility.
3. Business support confirmation
   The admin manages a detailed support for a store.
4. Exchange point confirmation
   Here, admin can manage the confirmation for exchange point including the reward status whether it is accepted, postponed, or rejected.
5. Cooking demo
   The admin can manage the chef list and schedule including confirmation status when they can perform the cooking demo to the public.

 

Business Issue

Our client needs to look for new and effective ways to expand and strengthen the customer reach and engage an emotional bonding with their customers.

Business Solution

A loyalty application is a way to maintain and increase customer retention which offers the program tracking and engaging with the customer easily and directly.

Lesson Learned

Our client has another way to differentiate the brand and store by offering an enhanced customer experience and connecting with their emotions.

Benefits

Customers gain more appreciation by having a comprehensive and personalized program to make them have an emotional connection with the brand.