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Comarch CLM & True Value

About True Value

True Value is one of the world’s largest retailer-owned hardware cooperatives, representing independent retailer locations in over 60 countries with retail sales in their communities totaling about $5.5 billion. By focusing on local expert advice, the best products for DIY enthusiasts and superior customer service, each independently owned True Value store strives to be the best hardware store in its town.

The True Value Rewards program supports that effort by rewarding loyal customers with points for every dollar spent, which can be redeemed for discounts, together with members-only offers during the year. Program members can earn points for ship-to-store purchases  and receive a $5 Reward Certificate for every 2,500 points. Over 800 U.S. stores participate in True Value Rewards.

Returns On Investment

A Great Loyalty Program Gets a Renovation 

  • One of the world’s largest DIY & home improvement cooperatives adopted Comarch’s Loyalty Management platform
    to improve its reach to loyal customers through its rewards program 
  • Comarch delivered and integrated the Comarch Loyalty Management solution on time and within budget 
  • Since implementation, True Value has seen triple-digit returns on investment across a range of loyalty customer categories, with individual stores receiving an average 371% return for the program

Seeking Flexibility and Control 

True Value was implementing several new technologies as part of its customer focused vision ecosystem. Coordinating the work among internal and external resources was challenging at times, but Comarch proved to be a key partner and quickly adapted to these challenges throughout the project launch. In fact, Comarch even took on additional capabilities that were not part of the original scope, for the launch as well as afterward.

True Value launched the Comarch Loyalty Management Platform with the aim of:

  • Gaining more control over the loyalty program
  • Adding the ability to reach its customers across all touchpoints 
  • Utilizing the flexibility to expand its loyalty initiatives
  • Leveraging data and insights from all consumer touchpoints to influence merchandising, growth and marketing decisions

True Value Launched The Comarch Loyalty Management Platform With The Aim Of

  • Gaining more control over the loyalty 
  • Adding the ability to reach its customers across all touchpoints
  • Utilizing the flexibility to expand its loyalty initiatives
  • Leveraging data and insights from all consumer touchpoints to influence merchandising, growth and marketing decisions

Implemented Product

The improved platform needed to work seamlessly within True Value’s customer focused vision ecosystem, integrating with tools for managing customer data, analytics, business intelligence, marketing campaigns, as well as an enterprise server bus. The Comarch Loyalty Management system consists of modules: Business Administration, Contact Center, Customer Web Application and Partner Portal.

Comarch successfully completed the project, migrating millions of accounts and thousands of existing rules - on time and within budget. The system is hosted in a Comarch Data Center in the United States. 

Enhancements with Comarch since the initial launch include an integrated mobile app as well as real-time integration into True Value’s multiple POS systems. The fully integrated mobile app is available on the Android and iOS platforms. Features include mobile-only offers, targeted promotions and an interactive store finder based on geolocation. 

More About The Implemented Product

Comarch Loyalty Management

One of the main challenges for customer-oriented enterprises is to create a strong bond between customers and the brand.

Learn more

Remarks from True Value

  • "Selecting a new loyalty platform was part of our strategic initiative to leverage data and insights from all consumer touchpoints to influence merchandising, growth and marketing decisions. In our loyalty RFP, we were looking for a partner with deep experience providing innovative and flexible solutions. Comarch throughout the RFP process demonstrated how their solution was a fit, both for our current and future needs. Conversations with Comarch’s client references confirmed their ability to deliver both out-of-the-box and customized elements of their solutions. They also highlighted that Comarch delivered on what they promised during the RFP process throughout implementation as well as ongoing support."

    Sue Smolenski
    Senior Director Omnichannel Marketing at True Value
                                                                                                                                                                        

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