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Leading Alcoholic Beverages Producer

Industry

Beverage

Application Name

Loyalty Program Manager

Application Description

Loyalty Program Manager is a Loyalty Program management application. Customer uses it to identify members, enroll them into Loyalty Program and maintain ongoing relationship with them for one of its brand. The system assists the program management team in planning and executing different tasks within the campaign such as telesurvey for member identification, telemarketing for member enrollment, events organization for member education and regular member communication and feedback collection to maintain an active and interesting Loyalty Program. Application tracks all interactions with the members, automates the communications with them (i.e. mail, email and sms) and produces several key performance indicator reports that measure the effectiveness of the Loyalty Program.

Application has comprehensive features for the Program Call Center operations such as feeding the telephone numbers from the database, assign telephone numbers to the operators, remind operators on the follow up calls, call and collect the feedback from the Members based on the pre-defined call scripts. Management reports to monitor the performance of the campaign and the operators are also available. Application can also send automated SMS to short listed members about the program, personal greetings and reminders.

Other features include generating different communications (such as Welcome Kit, Greeting cards, Promotional materials, etc..) to short listed Members and generating surveys at regular intervals for Members and record their feedback, that are used to improve the program on regular basis.

Technologies used

The solution employed Microsoft Visual C#.NET, an object oriented programming language to build the Window application and web based reporting. Microsoft SQL Server was employed as the backend data store. A middle tier Microsoft .NET based framework was used to map business objects from the application domain to tables in the Microsoft SQL Server database. Microsoft Office System 2003 components are used for printing and display graphical reports on the website. SMPP component provided by a third party is used to send automated SMS to the customers in the database.

Result

Initially the application was built for Vietnam operations with Vietnamese UI and management reports in English for regional managers. The customer is very happy with the performance of the application and has engaged SilkRoad to translate the application into English for use in other regional markets.