Loyalty Management Solution for a Media Resource with 5 Million Readers

Summary

A large media company wanted to strengthen customer satisfaction and competitiveness with a loyalty program. INNERLUXES created a loyalty program module for the company's Microsoft Dynamics CRM that keeps records of all orders and payments and lets readers earn bonuses for purchasing products and services — automating bonus-point calculation, membership-level tracking, and configurable rules for more than 5 million readers.

About the 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.

The Challenge

The company offered a loyalty program to increase customer satisfaction and compete more effectively. INNERLUXES was commissioned to create a loyalty program module for the Client's CRM system, built on Microsoft Dynamics CRM. The extension had to keep records of all orders and payments and allow readers to receive bonuses for purchasing products and services.

The Solution

Before the project started, a consultant and a developer carefully studied the Client's loyalty program to help both subscribers and the Client benefit fully from the new functionality.

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

To ensure accurate point calculation, INNERLUXES created calculation patterns providing basic rules for awarding bonus points (for example, for purchasing a 3-month subscription or staying loyal to the publisher), acquiring membership status, and other calculations. With the new module, the system automatically runs algorithms upon each transaction — for example, pre-calculating points and calculating orders made with bonus points.

Through an intuitive interface with a single list of transactions, both loyalty program managers and readers can check the membership level, discounts, and number of bonus points at any time. Managers can also create additional patterns and rules.

The Results

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

Technologies and Tools

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