Project Overview

Customers are the focal point that should be highlighted by every business because, without them, a company could quickly fail. Every organization needs to formulate a comprehensive plan to achieve its objectives, therefore, a good marketing strategy is an element that supporting the steps toward business success. And, there are two things should be involved in a good marketing strategy for building customer loyalty, they are retaining loyal customers and implementing a good system.

The client is one of the biggest companies in the Indonesian F&B Industry who wants to develop a loyalty program that rewards a user to earn points by various transactional activities. The company asked WGS to develop a web and mobile application that can be used to redeem point rewards by making transactions in their stores. This application provides e-vouchers, digital card member and also promotions to maintain loyal customers.

 

There are three roles involved in this application, as follows:

1. Superadmin with back-end
   This user is an account who looks after the management of all network in the system, including the create an assignment for user role and access to the features.
2. Store with desktop
   This user has given limited access by the admin to open the application.
3. Customer with mobile app
   This is a user who uses the system and is given limited access by the admin to open the application.

 

Here are some of the interesting features in this application, as follows:

       Back-end

1. Dashboard
   The admin manages and views all data displayed on this page, including the users, access right, report, transaction and reservation data.
2. Customers
   This page shows the list of users in the application with complete detail of personal information.
3. Promo management
   The admin can create banners by filling the banner name and uploading its image and activate five banners.
4. Stores management
   The admin can create a master store and a store including the location by filling in the form provided by the system.
5. Point rule management
   In this page, admin can create and determine the minimum amount of transaction to earn points.
6. Voucher management
   The page enables admin to create new vouchers and makes it as a promo that would appear on the promotion page.
7. Customer support management
   All feedback from users are shown on this page and the admin can send reply for it in detail page.
8. Point management
   The transaction code and payment receipt that has been uploaded by users will be approved by the admin on this page and the users will receive points afterward.
9. User management
   This page allows admin to manage user access to the back-end for the staff.
    

Desktop

1. Transaction at cashier
   The cashier can click on scan QR and scan QR from customer mobile app application in the virtual card provided in the system.
2. Transaction at table
   The cashier will see the list of tables that validate the transaction and click on the table they want to process to see the details.
3. Daily transaction report
   The cashier can print the detail daily transaction report that has been saved by the system and prints it out for documentation.
    

Mobile

1. My Coupon
   A user can view available and expired/used coupon displayed on this page.
2. Ongoing check-in
   When a user uses a coupon and the process is still going, it will be displayed on this page.
3. History transaction
   This page displays all user transactions that have been recorded by the system.
4. Profile
   The user can edit profile and verifiy the phone number on this page including viewing the user’s number of points and a brief description of the benefits of this loyalty program.
5. Reward catalogue
   This page displays the reward catalogue filtered by brand plus the number of points a user can get from every coupon.
6. What’s on
   This is the page where a user can see the news and promotion displayed by the system.

 

Business Issue

Increasing business growth, retaining customers, and improving the brand’s reputation are some of the marketing strategies that need to be developed by a company.

Business Solution

This application is one of the effective marketing tools which provides good rewards to help the company in retaining loyal customers.

Lesson Learned

The company is not only selling goods and services but also attach benefits solely for the benefit of the customer.

Benefits

Implementing a loyalty program that easy to access like this application sending a message to current and future customers that the product is building a mutually beneficial relationship with the customers.