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A retail and commercial real estate group

Consolidating a fragmented loyalty program in Salesforce

60+ releases

delivered

10 people

team at scale

Ongoing

active partnership

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A Hong Kong retail and commercial real estate group wanted to connect loyalty points, seasonal promotions and customer privileges across online and physical channels. Customer interaction data was fragmented, making loyalty operations difficult to coordinate and scale.

Challenge

01

Loyalty points and customer data were difficult to connect across existing retail systems and Salesforce.

02

Seasonal promotions, discounts and member privileges required more flexible timing, rules and operational control.

03

Scattered customer interaction data prevented the business from managing loyalty programs through one dependable view.

Solution

A centralized Salesforce Loyalty Management platform connected customer data, points, promotions and membership tiers, with Salesforce Marketing Cloud integration supporting coordinated engagement.

Tech:

Salesforce Loyalty ManagementSalesforce Marketing CloudSalesforce PlatformJira

How we worked

01

Mapped loyalty journeys across physical stores, online channels, commercial data and the existing Salesforce environment.

02

Implemented custom points management, promotion rules and membership tiers with privileges tailored to each customer level.

03

Scaled the delivery team gradually and used Kanban, daily stand-ups, code reviews and retrospectives to sustain frequent releases.

Result

Delivered more than 60 releases, including Salesforce Loyalty Management Cloud capabilities.

Created one centralized platform for loyalty programs, points, promotions and customer privileges.

Connected retail and commercial real estate data with Salesforce Marketing Cloud.

Improved the foundation for customer retention, satisfaction and continued loyalty-program evolution.

Industry

Retail, Commercial Real Estate

Services

Salesforce DevelopmentDedicated Teams

Technologies

Salesforce Loyalty ManagementSalesforce Marketing CloudSalesforce PlatformJira

Business Impact

Customer RetentionData IntegrationScalability

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