How would loyalty points connect to customer records?
Salesforce Loyalty Management linked programmes and points with the existing customer data.
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Case study · Retail & Commercial Property
Bringing Loyalty Points, Promotions and Customer Tiers Together in Salesforce
A Hong Kong retail and commercial property business needed a central way to manage loyalty points, promotions and member privileges. Shinetech implemented Salesforce Loyalty Management and integrated it with Salesforce Marketing Cloud.
- Client
- Hong Kong retail and commercial property business
- Platform
- Salesforce Loyalty Management
- Team
- Grew to 10 people
- Delivery
- More than 60 releases reported
The situation
The business need and starting point
The client sold products online and in physical stores. Physical-store data had already been integrated into Salesforce, but incorporating loyalty points and coordinating event promotions remained difficult.
The business also needed to organise privileges for different customer groups and bring scattered customer interactions into a central loyalty-management process. The requirement was to connect loyalty programmes to the customer information already in place.
The project questions
Key Questions
How would different members receive different privileges?
The implementation introduced loyalty tiers with privileges based on tier membership.
How would an expanding team keep delivery coordinated?
The team used small Agile groups, Jira Kanban, daily standups, code reviews and sprint retrospectives.
The solution
What the implementation covered
The implementation connected the loyalty programme and points with the client’s existing Salesforce environment. It provided a structured way to create promotions and make offers available to customers.
Distinct membership tiers supported tailored privileges. A central management system brought loyalty programmes and points into one operational platform.
The source records releases covering the Customer Loyalty Program, Salesforce Loyalty Management Cloud and integration with Salesforce Marketing Cloud.
How the work unfolded
From requirements to delivery and support
01 · Programme implementation
Connect points, offers and customer data
Implement Salesforce Loyalty Management around the existing customer records. Establish promotion creation and tier-based privileges alongside central administration of programmes and points.
02 · Team development
Grow expertise while keeping groups small
The team gradually expanded to 10 people. Smaller Agile groups shared one project goal, while team members developed deeper knowledge of the client’s business logic and took on more responsibility.
03 · Release coordination
Use shared delivery practices
Jira Kanban made work visible. Daily standups supported progress updates and problem solving; code reviews and sprint retrospectives supported quality and improvement across the releases.
Technology and delivery context
The tools and working practices used in this project
SalesforceLoyalty ManagementMarketing CloudJira
The result
What changed for the client
More than 60 releases
The original report records over 60 releases at the time it was written, including loyalty and Marketing Cloud integration work.
Central loyalty administration
Programmes, points, promotions and member privileges were brought into a structured management system.
Reported customer benefits
The case report describes improved customer retention and satisfaction.
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