Dubai Holding

How do you increase visitors to your business, all while learning more about their behaviour? For Burger King Europe, the answer was a customer loyalty programme. We scoped, built and deployed an end to end reward programme for Burger King Switzerland in under three months utilising our loyalty engine, unique PWA microsite and receipt scanning technology.

Case Study

Burger King EMEA

Burger King Europe was looking for a new loyalty solution. The company was aiming to retain more of its existing customers and increase the frequency with which they visited the restaurant chain; however, it also wanted a greater insight into the behaviour of its consumer base. This was a more complex puzzle to solve than it might sound.Burger King is a huge business. It’s part of Restaurant Brands International, a company with over 26,000 restaurants worldwide. With such a large potential user base, it was important for Burger King to find a solution they could test out in a single pilot market before potentially rolling it out on a wider scale. The location chosen for this was Switzerland.While this was obviously a much smaller market than the entirety of Europe, it still presented a considerable challenge. Whatever reward card app ended up being created would have to work across 75 stores owned by 14 different franchisees. This meant coming up with a restaurant loyalty software solution that would consistently capture transaction data across three different POS systems.

The Challenge

To solve this puzzle, we decided to rule out directly integrating the loyalty app with the stores’ ePOS systems, as the multiple varieties of POS would have made this too costly and time-consuming. Instead, we configured our existing receipt scanning system to be able to understand the different receipt layouts Burger King Switzerland was using.We also wanted to avoid any customer inconvenience. Many of Burger King’s consumer base already had a myBK account, so we decided to integrate a branded microsite into the existing Burger King app. This meant there was no need for customers to re-register to access the new loyalty programme. &nbsp;

The Solution

Our time-saving decisions worked, and we were able to deploy the pilot Burger King loyalty app in just three months. Despite the fact that the pilot scheme was advertised very little outside of the existing Burger King app, it quickly became a success.The customer engagement that Burger King was seeing was impressive, but did it drive repeat visits? The data we collected shows that it did, with 44% of users submitting more than one receipt.Throughout this time, we were able to keep the system up over 99.9% of the time, and successfully spotted fraudulent activity on several occasions. Due to the success of the pilot, we are now enhancing the system to directly integrate with self service kiosks and roll out the solution to other markets within Burger King EMEA. &nbsp;

Digital Business Direct Markets Manager 

Katrin Anthes

Media Gallery

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We scoped, built and deployed an end to end reward programme for Burger King Switzerland in under three months utilising our loyalty engine, unique PWA microsite and receipt scanning technology.

Burger King EMEA Case Study - White Label Loyalty

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Wesleyan is one of the oldest financial services companies in the UK. With a focus on select professional groups (to doctors, teachers, lawyers, and others), Wesleyan has been committed since 1841 to provide excellent financial services and support.

Wesleyan

A company with a rich history like Wesleyan naturally came with an ever-growing customer base. However, engagement and retention are notoriously tricky in the financial sector. Wesleyan wanted to understand their customers better so that they could engage with them more effectively.Wesleyan aims to treat every customer as a VIP, and supports them throughout their careers. As their customers primarily work in the care and education sectors, they wanted to offer rewards that would compliment their needs and focus on their well-being. &nbsp;By doing so, they would be able to offer extra value with rewards and increase the overall retention.An important objective was to provide a rewarding experience to their members, which would include a flexibility of choice of rewards to cater to a wide range of customer preferences.

To truly engage Wesleyan’s customers, we deployed two solutions, both of which cater for the needs of their distinctive segments of customers.Firstly, we created the Wesleyan Wallet cashback mobile app, which allows their users to earn cashback at selected retailers via card-linking and affiliate links.We deployed the solution with our card linking solution to allow their customers to sign onto their loyalty platform with ease. Wesleyan customers can simply link their cards, so every time they make a purchase at participating merchants they will be awarded points for their spending.Customers can then use their points to receive cashback and buy digital gift cards at popular retailers (John Lewis, Marks and Spencer, Adidas…). The solution was embedded into our off-the-shelf loyalty mobile app, branded to Wesleyan.Secondly, we created Wesleyan Rewards, which caters towards their most loyal members, by offering them one exclusive reward every 12 months. We deployed an embedded microsite solution with an enhanced rewards offering for their high value clients, rewarding them for their loyalty, and in exchange increasing the overall customer retention.&nbsp;

The two Wesleyan rewards offerings, Wesleyan Wallet and Wesleyan Rewards, have quickly become a customer favourite. Seeing great engagement and redemption rates from those customers invited to join, Wesleyan are pleased to now be able to reward their valued customers as they deserve and improve retention and loyalty.

Proposition Manager

Jody Wynne-Jones

Wesleyan Wallet and Wesleyan Rewards are loyalty and rewards solutions developed by White Label Loyalty for Wesleyan customers.

Wesleyan Case Study - White Label Loyalty

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AkzoNobel are experts in creating paints and specialty coatings for both industry and consumers. They operate worldwide, in more than 150 countries, and are set to become the global industry leader.

AkzoNobel

AkzoNobel were looking for a more streamlined way to run engagement campaigns with their consumers. With their products being sold all over the country across multiple retailers, the challenge was to create a simple solution that would allow any customer buying a Dulux paint to get a reward easily. And as receipts varied in shape and size, they needed a technology powerful enough to be able to extract their product from the receipt and process it with ease, so that customers could get rewarded for their purchase.

In under 10 days, we created the Dulux Cashback campaign solution. The one stop shopper activation solution drove thousands of customers to engage with the campaign microsite.We deployed a microsite where customers could scan their receipt with a Dulux product from any UK retailer. The loyalty engine then verified the receipt, which allowed the customer to claim the cashback reward.The receipt scanning technology was able to read the receipts from various retailers, and the system collected the information on customers. This proved to be extremely effective as AkzoNobel received a complete overview of the customer’s buying habits across the UK, in one place.

The Dulux Cashback campaign was a success. As AkzoNobel's Shopper Brand Manager Lucy Alborough put it: “The key objective of the campaign was to explore a more technically savvy alternatives to a standard cashback promotion and how we could make life easier for our entrants. With WLL’s solution we were able to build a fantastic online platform that allowed us to keep up to date in real time with performance and engagement.”The solution helped AkzoNobel resolve their main problems. While their customers seamlessly submitted their receipt and received a reward for their purchase, AkzoNobel received insightful data in return. Furthermore, it engaged over 600 shoppers with more than 200 cashback offers redeemed.

Shopper Brand Manager - Retail Marketing

Lucy Alborough

The AkzoNobel Dulux Cashback solution was a one stop shopper activation solution that drove thousands of customers to engage with the brand & redeem cashback.

AkzoNobel Case Study - White Label Loyalty

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SKB Bank, part of the OTP Group, is one of Slovenia’s leading banks. The SKB BONUS Rewards Programme was created as part of the OTP StartUp Booster Programme, run by OTP LAB - OTP Bank’s innovation hub, where expert colleagues, start-ups, innovative tech businesses, and educational institutions work together to develop the banking products and services of the future.

SKB Bank BONUS Rewards Programme

SKB Bank wanted to influence desired behaviour, increase satisfaction and engagement through gamifying digital experiences. They were also looking to increase card usage, Flik activation and transactions, incentivise word-of-mouth referrals and gather GDPR consent from clients.White Label Loyalty suggested a 3-month pilot of a rewards solution that SKB Bank could use to engage more of their customers. The solution was a simplified version of a realistic long-term rewards program.&nbsp;

SKB Bank wanted to drive transactional as well as non-transactional behaviour. The rewards solution was created to increase customer usage of pre-existing products, cross-selling of additional products, organic advocacy for the brand, and gaining additional consent on usage of different communication channels and content.&nbsp;We created a standalone rewards microsite, where customers could log in and unlock offers and rewards. A gamified tiered rewards structure with challenges was used to maximise engagement, e.g. all new users had to finish a set of 3 tasks to move up from the Basic tier to the Bronze tier. Once completed, this would unlock new rewards. White Label Loyalty’s event-based loyalty engine was utilised to configure this rewards logic.&nbsp;Additionally, the full voucher management system within the WLL platform was used to manage all rewards (both partner and brand-owned).&nbsp;

The pilot exceeded all expectations. The programme delivered a high uptake in all three types of transactions (credit card, debit card and Flik instant payment). The Flik instant payment app saw a 17% increase in activations and a +188.2% growth in transactions. Non-transactional KPIs were also hit, with 3.5% of users referring SKB bank to a friend, which resulted in 1.48% new to bank clients.&nbsp;The program was equally successful in delivering on GDPR consent, resulting in 30.9% of GDPR consent updates to SKB Bank made by program users.Finally, a survey among participants showed high satisfaction, with customers associating the emotions surprise and curiosity, owing to the fun and gamified nature of the program. 80% of the participants expressed delight with the challenges set in the program and most participants said the rewards offered were attractive and email communications about their progress was useful and interesting.A full-scale long-term rewards program is now being scoped out and planned.

SKB Bank's BONUS project team

Petra Beg, Toni Gril & Eva Rihtaršič

The SKB Bank BONUS Rewards Programme engages banking customers using gamification to incentivise transactional and non-transactional behaviours.

SKB Bank BONUS Rewards Programme Case Study - White Label Loyalty

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SKB Bank 

We scoped, built and deployed an end to end loyalty program for a high end, tapas restaurant chain La Casita together with Pernod Ricard who utilised our full range of solutions to understand, reward and communicate with their customers.

La Casita

La Casita wanted to go from having no existing loyalty solution in place or database of customers to launching a loyalty program that would allow them to gain a deep understanding of their customers behaviour that offers a seamless and frictionless experience for their customers.

In order to give customers the flexibility to choose how they wanted to earn points, La Casita chose to use both our card linking and receipt scanning technologies to capture transaction data, integrated with a branded mobile app and marketing suite.

La Casita Rewards launched in 2018 and was enthusiastically adopted by customers, with the app reaching the top 5 in the App Store Food &amp; Drink category. Since then the program has grown to over 4000 users who have submitted over 3800 receipts.

Co-founder

Simon Miller

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White Label Loyalty deployed La Casita Rewards Loyalty Program with a restaurant mobile loyalty app, card linking, rewards and more.

La Casita Loyalty Program Case Study - White Label Loyalty

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Wavin is the leading manufacturer and supplier of plastic pipe systems and solutions. They offer solutions for above and below the ground projects including plastic pipes for plumbing, waste and sewer systems, roof drainage and more.&nbsp;

Wavin UK

In the past the majority of Wavin’s ongoing promotional activity was managed with and through its merchant customers. Wavin’s own national promotional campaigns, direct with installers, tended to be once a year only and focused on competitions. The possibilities to directly connect with end users and collect data on an ongoing basis, to inform future promotions, were therefore limited. Equally, relying on merchants for customer and transaction data was complicated and inefficient. Wavin needed its own data-driven marketing and loyalty solution that would supercharge the brand’s direct to end customer strategy and improve revenues.

We created a B2B loyalty solution, via an App, that connects Wavin directly to their end customers (plumbers and installers). Our receipt and invoice scanning technology, integrated into a branded mobile App called ‘Wavin Rewards’, allows Wavin to reward its end customers for purchasing its products in all stockists’ stores nationwide. This is particularly important (and unprecedented) for a company, whose products are available in thousands of points of sale throughout the UK, from large national chains to small independents. It means that Wavin end customers are not limited to buying from a particular merchant – no matter where they purchase, their Wavin brand-related purchases will be rewarded.&nbsp;Furthermore, our events-based system allows Wavin to create custom rules for when and how Wavin Rewards App users will be rewarded. In addition to earning points for pounds spent, users are also incentivised to refer a friend to the program using our Referral Module. Within the Mobile App, users can choose from a range of rewards provided by WLL's reward fulfilment and voucher management service. All rewards are delivered digitally, reducing the complexity in the rewards' last mile. Importantly, Wavin did a detailed customer research to decide on the rewards their audience would appreciate.&nbsp;In order to maximise the performance and ROI of the program, Wavin has opted for additional functional and reporting modules. For instance, using the Marketing and Analytics modules provides a much deeper understanding of user behaviour and facilitates a better level of personalisation of communications.

Marketing Director Wavin UK & Ireland

Daniela Gould

Wavin Rewards app allows Wavin customers be rewarded for shopping Wavin products from any vendor using White Label Loyalty's receipt and invoice scanning technology and voucher management system.

Wavin Rewards Case Study - White Label Loyalty

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Wavin

Emma's Diary is the largest UK Pregnancy App allowing women to track their pregnancy and receive exclusive offers which align with the current stage of their pregnancy.

Emma's Diary

The existing Emma’s Diary app was suffering from low engagement and a high churn rate. Lifecycle Marketing, the owners of Emma’s Diary needed to redevelop the app in a way that would enable them to retain their existing user base and grow it by keeping new users engaged.

We developed a bespoke cross platform mobile app and cloud service that allowed users to interact with Emma’s Diary content and receive marketing push notifications sent from our Marketing module.The app integrated with all of the Emma’s Diary API’s to display content natively in the app, including a mobile advertising platform to better serve users specific to their stage of pregnancy.We also deployed SSO authentication so that Emma’s Diary users could use the same user account across both the Emma’s Diary website and app. After the launch of the app, we provided ongoing feature development, maintenance and support with 99.999% uptime.

The app helped to grow the user base from 120,000 to over 360,000 in the first 10 months post-launch. It has since then grown from 360,000 to 700,000 to date. Our platform also provided Lifecycle Marketing with better insight of which of their customers were engaging with their pregnancy pack scheme.

Finance Director

Gareth Huxtable

Emma's Diary is the largest UK Pregnancy App allowing women to track their pregnancy and receive exclusive offers which align with the current stage of their pregnancy. White Label Loyalty developed the loyalty app.

Emma's Diary App Case Study - White Label Loyalty

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Wotzon Rewards is a unique service operating in Thailand providing tourists with attractive money saving rewards to local businesses. Participating merchants can manage their own rewards and loyalty in real-time using the platform.

Wotzon Rewards

Wotzon found that most solutions in the market to build an ecosystem loyalty platform were expensive. They wanted the flexibility to cater for multiple participating merchants in different industries, create a self-service model for merchants with comprehensive reporting and marketing tools.

We deployed our multi-tenanted loyalty platform solution linked to a bespoke app on iOS and Android. This included a self-service loyalty engine for merchants, reporting and targeted marketing suite and other bespoke features

From proof to launch in weeks with over 250 merchants on the platform.

Wotzon Rewards is a unique multi-tenanted service operating in Thailand that provides tourists with attractive money saving rewards and offers for local businesses.

Case Studies