Prerequisites
Lack of a bonus loyalty program
Need for a communication tool to engage with regular customers
Necessity to retain already loyal clients
Project Progress
As part of the loyalty program implementation project, we developed tools for active customer communication, set up a flexible bonus and discount system, and created essential reports providing insights into customer behaviour analysis.
Personal Account Creation
A personal account was designed in the «Vkus Mart» brand style. It allows customers to register for the loyalty program, track special offers from the retail network, and view their purchase analytics. Key features include registration, authorization, balance control, news and promotions overview, purchase history, and transaction history.
Mobile Application
The mobile application was customized to align with the «Vkus Mart» brand and is available on both Android and iOS platforms.
Telegram Bot Launch
Another communication channel introduced is a chatbot on Telegram. It supports registration/authorization, balance and loyalty card overview, and serves as a tool for expanding customer outreach and interaction on the Telegram platform.
Building Reports in the ABM Loyalty System
Several training sessions were conducted on working with the CRM system, configuring basic loyalty rules, managing loyalty cards and participant groups, and using the system dashboard. Additionally, analytical reports were integrated as tools for analyzing customer behavior, enabling the creation of personalized special offers and marketing activities based on these insights.
Implementation Results
ABM Loyalty
Results achieved for «Vkus Mart»:
The average check size of identified customers doubled compared to non-identified customers.
The network maintains communication with over 90% of loyalty program participants.
Qualitative Changes:
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Automated the accumulation and redemption of bonuses, encouraging customers to stay loyal rather than constantly seeking lower prices
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Improved customer communication through customized mailings
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Offered personalized promotional deals to bonus cardholders for making high-margin purchases
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Enhanced the accuracy of evaluating the effectiveness of marketing activities
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Gained fast analytics and data visualization capabilities
Customer Feedback
Aisulu Almakhanbetova
Project Manager
Working with the ABM Loyalty system is a pleasure. It offers intuitive functionality, a user-friendly interface, and prompt technical support. One of the platform's advantages is the continuous updates and its openness to feedback and improvements based on your ideas. I would also like to add that the ABM Loyalty team demonstrated efficiency and responsibility at every stage of the implementation process.
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