Comarch Loyalty Management

Loyalty Program Management System

A leading-edge & robust system
for improving customer interaction

Create and manage personalized loyalty programs
to build stronger relations with your audience

What is Comarch Loyalty Management?

For the past 20 years, Comarch has been a global provider of cutting-edge IT products for improving customer engagement. Thanks to our high-end technology and global experience in carrying out the most complex loyalty-focused projects, we have helped dozens of highly popular brands (BP, Leroy Merlin, Hudson’s Bay) achieve their marketing goals.

Today, we bring you a product that will modernize your marketing strategy so you could engage new & existing customers using personalized content. 

Comarch Loyalty Management (CLM) is a comprehensive, technologically advanced system that allows you to create and realize successful loyalty programs with ease. Supporting both B2C and B2B operators, CLM utilizes Artificial Intelligence & Machine Learning mechanisms to help you identify individual patterns within your client’s shopping carts and provide offers that are perfectly in line with their preferences.

The system has frequently proven that there are many ways of how you can expand your marketing territories. And thanks to its highly practical and business-relevant functionalities, building trust with customers has never been easier – just see it for yourself.

Major functionalities of Comarch Loyalty Management

  1. 01 Full Customer Insight
  2. The system provides full customer data and analyzed sales statistics to make sure you are always up-to-date with the performance of your loyalty programs.

    Not only does it give you quick access to your history of transactions, but it also allows you to easily create, manage, or merge membership accounts.

    CLM supports multiple ID classes (plastic cards, virtual cards), plus, it enables you to organize your customer data efficiently using a simple & intuitive interface.

  3. 02 Flexible Currency Management
  4. Since many of the large enterprises run their business processes on a global scale, CLM was designed to allow for quick currency conversion.

    It enables you to create many different types of loyalty points, and then it facilitates the purchasing process on the user’s side. You can as easily use CLM to transfer points to another account or make a refund, if necessary.

  5. 03 Facilitated Loyalty Program Customization
  6. By using our CLM system, you will decide what the rules for marketing activities and loyalty programs are. Our product will help you set your business priorities and create personalized offers based on geolocation.

    You will also have access to the Promotions Calendar which provides a complete overview of all of your active programs and campaigns. You can use it to set automatic initiation of your programs if that’s what you need at the time. The system is flexible and fully adaptive to your requirements.

  7. 04 Omnichannel Customer Interaction
  8. CLM allows you to stay in contact with your customers at every level of their loyalty program participation. Use it to create mass or individual messages (E-mail/SMS/POS/mobile app/website) informing the members about your current product offers and services.

    Also, send surveys to collect feedback so you could constantly improve the quality of your loyalty programs. We offer enhanced smart message editors that will help you write engaging content and create many different versions in multiple languages.

  9. 05 Intuitive Rewards Management
  10. Comarch’s CLM system enables you to come up with various types of rewards that you can give to your most involved customers. Those include discounts, cash-backs, giveaways, vouchers. 

    The system is a simple yet powerful platform that functions as an extensive reward catalog with many schemes and patterns to choose from. Create personalized reward offers that will encourage your audience to become even more involved.

  11. 06 Complete Partner Data Oversight
  12. We know that large enterprises are always in contact with their loyalty program partners and that sometimes results in making necessary adjustments to meet their expectations. That is why CLM also serves as a dedicated module for providing your partners with relevant data and tools in no time.

    Using the CLM, you will have access to your partner’s billing configuration as well as the Data Hub - a tool responsible for streamlining the data file exchange processes. It allows users to quickly and easily integrate new partners - reducing the time and costs of new integrations.
  13. 07 Advanced Administration & Reporting
  14. If you’re looking for a solution that will guarantee real-time processing of all of your loyalty transactions, that solution is CLM. The system can definitely serve as an extensive database for your products and stores involved.

    Not only is CLM enabled with autonomous fraud detection & prevention mechanisms, but it is also designed to support black-lists administration. Plus, it ensures constant monitoring of loyalty program members’ activity. Any kind of anomalies will be instantly reported to you via alarms & notifications.
  15. 08 Robust Multitenancy
  16. Comarch’s CLM solution allows you to run and host multiple B2B and B2C loyalty programs via a single platform. It enables you to give access to loyalty programs to any authorized parties in a split of a second.

    Using CLM, you can set various loyalty program proportions for different countries or regions. It is the most cost-effective solution in terms of hardware and 3rd party software that significantly lowers the cost of system maintenance.

  17. 09 Personalized Offers
  18. CLM's Offer Personalization feature, based on advanced Artificial Intelligence and Machine Learning algorithms, allows users to identify their customers' shopping patterns so they could later prepare offers and product recommendations that meet their clients' personal needs. 

    It was designed to let you experiment with various product categories and marketing scenarios so that, in the end, you could provide offers that are most likely to hit the spot. Plus, it also enables you to calculate the Customer Lifetime Value as well as determine what's the best time for presenting clients with your products and services.

  19. 10 Loyalty Fraud Detection
  20. The Loyalty Fraud Detection functionality utilizes the latest Artificial Intelligence & Machine Learning techniques so you could easily identify non-typical patterns in your loyalty program members’ behavior (accrual and redemption transactions, collecting points, account registrations, and more) in order to prevent any financial drawbacks from happening.

    By implementing this feature, you will be instantly reported about any out-of-the-ordinary incident and, as a result, you and your team will be able to react in no time to any potential loyalty fraud cases - before they will cause any damage

Full Customer Insight

The system provides full customer data and analyzed sales statistics to make sure you are always up-to-date with the performance of your loyalty programs.

Not only does it give you quick access to your history of transactions, but it also allows you to easily create, manage, or merge membership accounts.

CLM supports multiple ID classes (plastic cards, virtual cards), plus, it enables you to organize your customer data efficiently using a simple & intuitive interface.

Flexible Currency Management

Since many of the large enterprises run their business processes on a global scale, CLM was designed to allow for quick currency conversion.

It enables you to create many different types of loyalty points, and then it facilitates the purchasing process on the user’s side. You can as easily use CLM to transfer points to another account or make a refund, if necessary.

Facilitated Loyalty Program Customization

By using our CLM system, you will decide what the rules for marketing activities and loyalty programs are. Our product will help you set your business priorities and create personalized offers based on geolocation.

You will also have access to the Promotions Calendar which provides a complete overview of all of your active programs and campaigns. You can use it to set automatic initiation of your programs if that’s what you need at the time. The system is flexible and fully adaptive to your requirements.

Omnichannel Customer Interaction

CLM allows you to stay in contact with your customers at every level of their loyalty program participation. Use it to create mass or individual messages (E-mail/SMS/POS/mobile app/website) informing the members about your current product offers and services.

Also, send surveys to collect feedback so you could constantly improve the quality of your loyalty programs. We offer enhanced smart message editors that will help you write engaging content and create many different versions in multiple languages.

Intuitive Rewards Management

Comarch’s CLM system enables you to come up with various types of rewards that you can give to your most involved customers. Those include discounts, cash-backs, giveaways, vouchers. 

The system is a simple yet powerful platform that functions as an extensive reward catalog with many schemes and patterns to choose from. Create personalized reward offers that will encourage your audience to become even more involved.

Complete Partner Data Oversight

We know that large enterprises are always in contact with their loyalty program partners and that sometimes results in making necessary adjustments to meet their expectations. That is why CLM also serves as a dedicated module for providing your partners with relevant data and tools in no time.

Using the CLM, you will have access to your partner’s billing configuration as well as the Data Hub - a tool responsible for streamlining the data file exchange processes. It allows users to quickly and easily integrate new partners - reducing the time and costs of new integrations.

Advanced Administration & Reporting

If you’re looking for a solution that will guarantee real-time processing of all of your loyalty transactions, that solution is CLM. The system can definitely serve as an extensive database for your products and stores involved.

Not only is CLM enabled with autonomous fraud detection & prevention mechanisms, but it is also designed to support black-lists administration. Plus, it ensures constant monitoring of loyalty program members’ activity. Any kind of anomalies will be instantly reported to you via alarms & notifications.

Robust Multitenancy

Comarch’s CLM solution allows you to run and host multiple B2B and B2C loyalty programs via a single platform. It enables you to give access to loyalty programs to any authorized parties in a split of a second.

Using CLM, you can set various loyalty program proportions for different countries or regions. It is the most cost-effective solution in terms of hardware and 3rd party software that significantly lowers the cost of system maintenance.

Personalized Offers

CLM's Offer Personalization feature, based on advanced Artificial Intelligence and Machine Learning algorithms, allows users to identify their customers' shopping patterns so they could later prepare offers and product recommendations that meet their clients' personal needs. 

It was designed to let you experiment with various product categories and marketing scenarios so that, in the end, you could provide offers that are most likely to hit the spot. Plus, it also enables you to calculate the Customer Lifetime Value as well as determine what's the best time for presenting clients with your products and services.

Loyalty Fraud Detection

The Loyalty Fraud Detection functionality utilizes the latest Artificial Intelligence & Machine Learning techniques so you could easily identify non-typical patterns in your loyalty program members’ behavior (accrual and redemption transactions, collecting points, account registrations, and more) in order to prevent any financial drawbacks from happening.

By implementing this feature, you will be instantly reported about any out-of-the-ordinary incident and, as a result, you and your team will be able to react in no time to any potential loyalty fraud cases - before they will cause any damage

Loyalty solutions benefits for the program operator

What are the key benefits? 

  • Improved customer experience and reduced acquisition costs – provide new & existing clients with personalized offers to achieve better business results in no time
  • Complete insight into customer behavior - understand your customers’ needs better by using artificial intelligence and machine learning technologies
  • Increased loyalty of program members – break the cycle of price comparison and prevent deal-driven customer churn
  • Raised brand awareness – gain a stronger market position and stay ahead of your competitors
  • Real-time efficiency – communicate with your customers through multiple channels effectively at all times
  • Reliability & convenience - run multiple loyalty programs simultaneously using a single, robust platform
  • Guaranteed ease-of-use - define even the most complex loyalty program rules without specialized knowledge or IT expertise
  • Integrated micro-location technology - Comarch Beacon –create new and exciting marketing opportunities at your premises
  • An embedded gamification solution – engage and reward the most dedicated clients to maximize customer satisfaction 

Loyalty solutions benefits for program members

What do your customers get?

  • Captivating product offers at the right time and place
  • A chance to participate in unique, personalized loyalty programs and win valuable rewards
  • Faster points earning - thanks to a wide range of marketing offers and events 
  • More privileges and benefits for becoming top program members
  • Instant access to their loyalty accounts via a mobile app or a dedicated member portal
  • An easy way of tracking their progress in a particular loyalty program

Comarch Loyalty Management Mobile Application

Loyalty Goes Mobile

The popularity of smartphone applications is constantly on the rise. Not only do mobile devices, along with mobile loyalty solutions, help customers with their everyday transactions but they also have a strong impact in terms of customers’ shopping habits.

In response to current needs and new market trends, Comarch has created a new solution - Comarch Loyalty Management Mobile Application - which allows companies to significantly improve their loyalty programs, reach new customers, and create new business opportunities with the use of the latest in-door navigation technologies.  

More

Gamification

It's time to game it up!

Gamification is a great way of strengthening customer engagement as well as introducing an entirely new social aspect to loyalty programs. Increase your members’ involvement with the use of beacon technology. 

Gamification is much more than a straightforward loyalty solution - it’s a powerful tool for enterprises seeking innovation. Gain your customers’ trust and remember – customer loyalty management has never been more exciting. 

More

Modern customer loyalty management

Customer loyalty software is now more powerful than it has ever been. With multiple options on the market, choice can be difficult but it is crucial for future loyalty program management. Customers are also becoming more and more demanding. It is a challenge but also an enormous opportunity.

Loyalty systems are constantly changing. Do not get left behind. You can reach out your customers with various loyalty solutions and modern loyalty software. Use the power of emotions and discover what a modern customer loyalty program should look like. Advanced IT solutions are at your fingertips.

Customer retention program? Coalition loyalty program? Gamification? Non-standard solution? We are here to help you. See our global portfolio and start working with real IT experts.

Our Clients

    More success stories

    Frequently Asked Questions

    • 1. What is Comarch Loyalty Management (CLM)?

      Comarch Loyalty Management is a system that enables the management of different sized loyalty programs, in both multi-partner and stand-alone modes. Comarch’s IT platform provides the ability to reward loyalty program members based on revenue, points, miles, discounts, coupons or cash-back - calculated in real time or batches. Comarch Loyalty Management supports all areas of loyalty programs, creating smooth operations and enabling operators to effectively collect, manage and leverage customer data gathered across all touch points, whilst providing customers with relevant offers and promotions in a timely manner to encourage increased sales and engagement.

      With Comarch’s innovative and robust Promo Designer, marketers can easily define tailored and real-time promotions for every element of a transaction, triggered by specific events or social activities. The system allows users to build ongoing dialogues with customers through channels, including email, POS, SMS, social media, mobile apps or call centers. Thanks to valuable easy-to-access reports and dashboards, programs operators can constantly monitor program performance.

    • 2. Is Comarch Loyalty Management modular?

      Yes, Comarch Loyalty Management is a modular system composed of several interfaces with selected functionalities required for defined users’ groups. The platform can collect data from different sources, process them based on configured business rules and distribute the information across other modules via various communication channels at a given moment.

      CLM is composed of several interfaces with selected functionalities required for defined users’ groups:

      • Business Administration (BA) – core module, provides all of the administrative functions needed for program and system configuration, as well as operational maintenance. Dedicated for system administrators and business users.
      • Contact Center (CC) – designed to streamline CRM activities, manage customer accounts and communications with program members. Dedicated for Contact Center agents.
      • Member Portal (MP) – a web portal dedicated for program members. The portal is based on the CMS framework that enables fast and easy customization for content and the look & feel.
      • Business to Partner (B2P) – a web portal dedicated for program partners.
      • Data Hub – a tool responsible for streamlining file exchange processes. It allows users to quickly and easily integrate new partners, reducing the time and cost of new integrations.

      Additionally, Comarch Loyalty Management offers two mobile applications:

      • A mobile application for members that runs on Android or iOS. As an additional communication channel, it is designed to entertain and assist members in their daily lives. Thanks to geo-location offers, it helps to boost the customer experience.
      • An in-store application running on a tablet device and dedicated to cashiers in retail outlets (possibly also other service points) that are part of the loyalty program but not integrated with the program through the POS terminal. Cashiers are equipped with a tablet device that has an installed in-store application. The application allows for accrual, redemption and quick enrollment to the program and all actions performed at the till.
    • 3. Which loyalty program models can Comarch Loyalty Management software support?

      CLM supports the following loyalty program models:

      • Stand-alone programs
      • Multi-partner and coalition programs
      • Frequent Flyer Programs (FFP)
      • Employees incentive programs
      • Individual (B2C) and Corporate (B2B) programs

      Loyalty program models

    • 4. How are corporate (B2B) programs organized in CLM?

      The CLM allows a special loyalty account type dedicated for companies to be configured, this is then a basis to build loyalty programs dedicated for corporates. It is possible to configure a hierarchy including the main (parent) company and its subsidiaries. The CLM is also able to store the list of company employees which is managed (browsed/added/removed/modified) through the Contact Center application or CLM’s API.

      Loyalty account

      Although the point balance is always stored on the loyalty account level, for corporate subsidiaries, it is possible to set up the loyalty accounts’ behavior in two ways:

      • Shared balance - representation of the individual customer program household functionality (balance stored on the main account level).
      • Individual balance - standalone loyalty account with a single company under it.

      A loyalty program for corporates (B2B) can run in parallel with programs for individuals (B2C) on the same loyalty platform.

    • 5. How does the solution handle household accounts?

      There are supported household accounts, where points are cumulated on a common balance. When a member decides to leave the household account, the points that have been contributed by them to the household balance can either stay on the household account or move to the members individual account. CLM supports both scenarios, and the program operator decides which one should be applied.

      There are several implemented processes related to Households, like:

      • Management of Household roles and related restrictions
      • Invitations management
      • Joining the Household account
      • Leaving the Household account
    • 6. How well can the platform manage tiers?

      The CLM allows multiple ‘Recognition schemes’ to be defined within a single loyalty program, these are groups of elite tiers that are ordered within the scheme. Schemes are completely separate from each other, including the list of tiers with its:

      • Qualification criteria
      • Benefit period
      • List of available benefits

      Loyalty platform tiers

      The CLM offers a mechanism which allows a varied set of rules to be configured that can grant elite tiers. Basic rules can qualify a customer for an elite tier after they have collected a certain number of qualifying points and/or collected a required amount of loyalty activities e.g. flown flight segments. Elite tiers can be also granted manually by agents using the Contact Center application.

      The time period of validity for an elite tier is configurable and by default lasts from the moment of achieving it until the configured expiration date (the end of the benefit period) which may also be configured using various options.

      The soft-landing option can be configured so that customers are only downgraded one tier down. It is also possible to specify how long (in months) the benefit period will last after the downgrade.

    • 7. How effective is the CLM multi-channel communication with program members?

      The system offers mechanisms to send messages via different channels including e-mail, SMS, mobile push notifications and social media which can be sent based on various messaging triggers including marketing actions, events, transaction processing, periodic communication, etc.

      Message templates can be prepared and ‘ready to use’ patterns can be sent to customers. Different language versions are supported as well as variables referencing customer data. The system replaces variables and evaluates expressions in the message subject and its body.

      Loyalty management communication

      In order to collect automatic feedback on email campaigns, the system offers tracking options including hard/soft bounces, openings and clicks. All sent messages are stored and monitored, allowing for a review of the customer’s communication history.

    • 8. What reward types are offered by the platform?

      The CLM allows for simple and comprehensive management of different types of loyalty rewards, including:

      • Physical rewards - goods from the standard product offer, or specially prepared promotional articles from a loyalty reward catalog.
      • Instant rewards - determining a reward that should be automatically delivered to a program member after collecting a specific amount of points.
      • Services - offers from the operator or a partner such as carwashes and monthly cable TV subscription, or offers from a third-party provider, including recharging a mobile pre-paid card.
      • Discounts on transactions - these “POS-supported” rewards can be simple money-value discounts or percentage discounts.
      • Coupons/Vouchers - e.g. tickets for events or discount coupons.
      • Point conversion – from the customer account into other loyalty program points or simply transferred to a partner.
      • Benefits - list of possible awards e.g. associated with reaching a tier level. The customer may select which one they would like.
      • Loyalty auctions - the system can define the following auction offerings: items from the reward catalog as an alternative buying option, special rewards which are not available in reward catalog, charity, services.
      • Lottery rewards - points or goods won in the loyalty lotteries.
      • Ticket rewards - airline tickets for the member or for any other person
      • Cabin class upgrade rewards - ticket upgrade to higher class (e.g. from Economy to Business)
      • SSRs - additional services to the airline ticket, e.g. extra meal, more leg room.

    Interested in other products for managing loyalty?

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    Related materials

    Comarch Included in the Forrester Report “Now Tech: Loyalty Marketing, Q4 2018”

    White Paper: B2B Loyalty & Engagement Programs

    Video: Loyalty Management implementation at Hudson’s Bay

    Comarch Loyalty Management in the Gartner report

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