Loyalty Management Solution for a Media Resource with 5 Million Readers

Client

The Client is a large media company with 1,300 employees and 14 offices across the country. With over 500,000 corporate subscribers and 5 million readers, the company provides various online products and services.

Challenge

The company was offering a loyalty program to increase customer satisfaction and compete more effectively in the market. With a proven experience in marketing software development for media, ScienceSoft was commissioned to create a loyalty program module for the Client’s CRM system built on Microsoft Dynamics CRM. The extension would keep record of all orders and payments and allow readers to receive bonuses for purchasing products and services.

Solution

Before the project start, a consultant and a developer studied the Client’s loyalty program carefully to help both subscribers and the Client benefit to the fullest from the new functionality.

The solution automatically calculates inbound (received for purchases or participation in incentive programs) and outbound (spent on purchases) bonus points as well as tracks changes in a client’s membership level. Readers receive bonuses depending on a particular product type. The overall number of points defines a discount for further purchases and the membership level as well as allows customers to choose a reward.

To ensure that the bonus points are calculated accurately, ScienceSoft team created calculation patterns that provide basic rules for awarding bonus points (for example, for purchasing a 3-month subscription or staying loyal to the publisher), acquiring the membership status and other calculations. With the new module, the system now automatically runs algorithms upon each transaction, for example, for pre-calculation of points as well as for calculations based on orders made with bonus points.

Through an intuitive interface with a single list of transactions, both loyalty program managers and readers can always access the system to check the membership level, discounts and the number of bonus points. In addition to that, managers can create additional patterns and rules.

Results

The Client received a solution to automate loyalty program management for more than 5 million readers and thus increase customer engagement and satisfaction.

Technologies and Tools

Microsoft Dynamics CRM, .NET, WPF, SQL Server Reporting Services