The goal of Comarch Loyalty Management implementation for MAPCO Express was to provide a tool for setting up, running and monitoring an innovative loyalty program that will make it possible to:
- get better insight into customers by identifying their behavior and collecting profile data
- increase customer retention by providing attractive offers tailored to individual customer needs
- increase fuel and non-fuel transaction volume and basket size
- create new income opportunities
MAPCO’s main challenge was to create a program which is convenient, easy to use and valuable for customers.
The Comarch Loyalty Management system was launched in December 2011 and the project was completed within 11 months. The system implemented in MAPCO consists of three flexible integrated modules. Business Administration is used to configure all accumulation rules, rewards, redemption thresholds, setup marketing campaigns, and perform system administration tasks.
Contact Center application is used by Customer Service Agents to resolve all customer related requests and claims. Customer Web Application powers the web portal mapcorewards.com and enables program members to edit their profile, update reward selections, check account balance, browse the transaction and redemption history etc.
Comarch Loyalty Management tightly integrates with POS infrastructure and processes transactions in an online mode.
Points redemption process is always automatic in order to speed up checkout process. By taking advantage of real-time processing, Comarch Loyalty Management enables to communicate with customers instantly through personalized messages at the fuel pump, on the receipt and in store.