THE PROBLEM
# Integrating Diverse Loyalty Systems for Enhanced Rewards
A Fortune 500 online travel company was unifying and expanding its loyalty program across several of its brands to create an industry-leading, comprehensive travel rewards program. Realizing the complexity of integrating diverse loyalty systems and the potential for disconnected initiatives, they recognized the need for a partner to avoid potential pitfalls during testing phases, streamline launch processes to minimize onboarding issues, and maintain program stability post-launch. Propeller was tasked with addressing the intricate technical, operational, and customer-facing aspects of the program, orchestrating a seamless transition that aligned with the company’s vision and objectives.
Our Approach
# A Comprehensive Plan for Unified Loyalty Programs
To begin, we developed a strategic plan for test management, pre-launch, and post-launch efforts to unify the client’s loyalty programs. We first gained a comprehensive understanding of the existing loyalty system, its technical infrastructures and integration points, and testing environments and requirements. To gain insights, align objectives, and maintain transparent communication, we engaged with cross-functional teams of engineering leaders, product leads, and customer support teams. Through the process, we streamlined testing and utilized tools like JIRA and TestRail to manage defects and track progress efficiently. To prepare for the pre-launch, we created a rollout plan with user communications, smoke testing, and scenario simulations. During the post-launch phase, the customer service and quality assurance teams monitored user feedback through social listening tools and customer support to address issues promptly.
# Services Provided
- Workshop Facilitation
- Bug Management
- Risk Management
- Program Management
- Stakeholder Engagement
VALUE DELIVERED
# Improving Customer Satisfaction and Strengthening Market Position
Propeller helped deliver a cohesive and streamlined loyalty program, ensuring smooth integration across the organization’s brands. By orchestrating effective testing, pre-launch preparations, and post-launch optimizations, the travel company was able to improve its business through increased customer satisfaction, enhanced cross-brand engagement, and improved operational efficiency. Ultimately, the unified loyalty program provided a comprehensive travel rewards experience that strengthened their market position and fostered customer loyalty.
