LotOK: Implementing a Customer Loyalty Program for a Retail Chain
LotOK, as one of the regional leading retail networks with over 100 physical stores, wanted to have a mobile-first customer loyalty platform integrated to improve an omnichannel strategy and reach its customers where they are.
A network of convenience stores and self-service minimarkets, located mainly in the capital region of Ukraine. The first LotOK store opened in 2011 in Kyiv. ” LotOK is a dynamically developing network of convenience stores that focuses on making daily purchases convenient and of high quality. LotOK is developing a new shopping culture in which convenience (neighborhood format), affordability, freshness, as well as high levels of comfort and service are the most important aspects.
To build robust relationships with customers that last long, more and more midsize and large retailers become customer centric. Instilling loyalty is what can help grow and scale up any retail business. The most effective way to build customer loyalty is via mobile applications with built-in personalized loyalty programs.
Business needs and requirements
Due to the dynamic growth and scaling up of the company, the retailer needed to understand their customer behavior and consuming taste and wanted a single software solution that would help win new audiences, engage existing customers, and solidify its brand presence in the region. There was a request for a mobile app that would allow businesses to make personalized offers based on customers’ identification and behavior analysis.
At the same time, business owners found it ineffective to use ready-made non-personalized mobile loyalty apps available on the market as their competitors did.
Given dense competition, we came up with a flexible and scalable customer loyalty solution that would meet ever-growing customer expectations with the brand and improve mobile shopping experiences. The project overall was done and the solution was delivered in 3 months.
To do so, the following features were integrated across business capacities:
- Cloud-based CRM system to manage personalized rewards programs
- Client web application with secure access and full control of customer loyalty campaigns
- Business mobile app for accepting payments and making QR-code/NFC transactions
- Seamless integration with self-service POS terminal networks
- Single source of truth for correct data collection and personalized interaction with all the loyalty program participants
- Open.Store cash system integration for automated store accounting processes management
- Family-based accounts to accumulate and redeem loyalty bonuses
“I must admit that the impression is very positive, since we managed to implement the project very quickly together with a team of our partners. All the difficulties that arose were quickly solved. And our customers’ satisfaction is the key metrics showcasing the success of the customer loyalty program we implemented.”—
CEO at LotOK store network