USE CASE: Loyalty Program - Voucherify mobile app

Overview

The owner of MonkeyPub is interested in building a Loyalty program with Voucherify. He wants to give a digital "stamp" to every customer who buys beer at the pub. He doesn't want to implement an integration with his point of sale as it is not configurable at all.


Specifications

When buying some beer at the MonkeyPub, a customer who wants to enter the loyalty program and gather points for buying some beer, subscribes on the landing page visible on a tablet at the counter. Then the customer gets on their email a permanent QR code which stands as an ID to a digital loyalty card. A bartender should scan the QR code from the card or type it manually via Voucherify mobile app. In order to validate and then redeem the code, the bartender should choose custom event on the device.

Basic conditions to get points and rewards are as follows:

  • Every time you buy beer, you get 10 points on your account, eg. if you buy 3 beers, you get 30 points.
  • Every time you gather 1000 points on your account, you get a reward that is $100 voucher to spend at the bar.

At the Customer Cockpit, to which a link is added in the email with the QR and standard codes, the customer can track the amount of their points on the account as well as balance of the reward gift card. 

Image below shows the flow of the first level of the loyalty program with the use of Voucherify platform:

Voucherify loyalty program workflow

Throughout the process, the customer cumulates the points up to 1000. They can check their balance every time they enter the customer cockpit on the dashboard. When the customer finally gathers 1000 points they activate them at the Customer Cockpit and it immediately triggers distribution of the notification on their email about the reward, which is $100 gift card. The email contains other permanent QR and standard codes, but this time for the $100 gift card to use at the bar, as well as link to the Customer Cockpit.

Below you can see how the second level of the loyalty program created on Voucherify platform looks like:

Loyalty Program details

Next stage is to make use of the gift card.  The customer has $100 available on their gift card. They may buy products at the bar up to the amount of the reward and pay by the gift card. In order to do this, the bartender has to scan the QR code from the gift card via Voucherify mobile app on their device. It’s also possible to type the number manually. After scanning the code, the bartender adds to the order products available on the app e.g. beer. The balance available on the gift card is lowered by the amount of the products in the order.

The third level of the loyalty campaign created via Voucherify platform consists of these elements:


Milestones

In order to create a Loyalty Program with the use of Voucherify mobile app the following steps must be taken:

  1. Setting up project details - a custom event
  2. Adding a product
  3. Creating a loyalty campaign
  4. Creating a landing page for the loyalty campaign
  5. Creating distribution for the loyalty campaign
  6. Creating distribution for the gift card
  7. Using Voucherify mobile app
  1. Redeeming QR code - the digital loyalty card
  2. Redeeming QR code - the gift card

Step-by-step guide

1. Setting up project details - a custom event

Guide from support.voucherify.io.

In order to create a successful loyalty campaign, your first step should be adding a new event definition which will act as a trigger for your loyalty campaign. In this case you can use e.g. Bought_Beer

2. Adding a product

Guide from support.voucherify.io.

In case your point of sale isn’t integrated with Voucherify platform, you have to add a product to your list manually to enable the customer to buy e.g. beer while paying for the order by the gift card.

3. Creating a loyalty campaign

Guide from support.voucherify.io https://support.voucherify.io/article/177-how-to-create-loyalty-program-step-by-step

Creating a loyalty program is always a five-step process:

1. Program Details

Define the name, preferably validity and advanced loyalty card settings e.g. prefix for the pattern of a code such as BEER##.

2. Earning rules

Here you have to choose the trigger for your campaign and estimate how many points the customer gets when buying the product.

3. Rewards catalog

In the campaign a customer collects points on their account. When they rack up 1000 points they win a reward which is a gift card for $100 to spend in the MonkeyPub.

4. Metadata

This step is optional and you can fill the data as needed e.g. by specifying the size of the beer that counts in the campaign.

5. Summary

This step presents all attributes of the loyalty campaign, such as: name, time frame, earning rules and rewards catalogue. After saving, your loyalty campaign is ready.

4. Creating a landing page for the loyalty campaign

Guide from support.voucherify.io.

The customer subscribes to the loyalty program via the landing page which is displayed on a tablet at the bar. To define the landing page you have to create it in the Landing Page section. Landing page for the loyalty program better refers to the form-focused template. You can customise your landing page by choosing different designer settings, forms and elements.

Voucherify is a GDPR-compliant software - that means that we offer you a possibility to provide your brand details (necessary for distribution) and create your own consents and marketing permissions or customise those that have already been used in the template. All of these options are available in your Project Settings as mentioned here.

For more information, go here

The final effect of the landing page may be as below:

When your landing page is ready you have to select your loyalty campaign and release the page.

5. Creating distribution for the loyalty campaign

Guide from support.voucherify.io.

Setting up the distribution for the loyalty campaign is a crucial step. Thanks to it, the customer is able to get the email notification with the QR code to the digital loyalty card. Creating it is a five-step process. 

1. Select distribution type

You have to define the distribution type - in case of auto messages, emails are sent to a new customer every time they join the loyalty campaign through the landing page. 

2. Select a distribution purpose

In this section you should choose send unique codes from a campaign, as every customer obtains their permanent and unique QR code as a digital loyalty card.

3. Choose your audience

Event type should be Publication to a customer has succeeded, as the customer obtains the email with the QR code to their loyalty card after signing up on the landing page.

4. Tile your message

In this stage you define the title of an email the customer obtains.

5. Select your channel

In case of our campaign the channel was predefined as an email. The message is going to be sent via Voucherify, but you can specify the name of the email provider giving your brand name.

Remember that Voucherify support other distribution channels, such as SMS, push notifications, live chat and integration with your favourite communication providers. 

The next step is to set up a message to customers with codes to their unique loyalty card. It’s important to add in "Voucher QR code" in the Variables, so the bartender is be able to scan the code through the Voucherify mobile app. Another important option is choosing Customer Cockpit to share a link to the Customer Cockpit in which they can monitor the amount of already acquired points.

Then set your distribution live.


When it’s ready the members of the loyalty program may use the landing page to join the program and obtain their personalised codes on the page as shown below, and on the email.

The email contains the unique QR and standard codes which function as a digit loyalty card. Additionally to codes, there is also a link to an individual Customer Cockpit where information about the loyalty programs such as number of points and available rewards can be found. Guide from support.voucherify.io.

6. Creating distribution for the gift card

In order to set up the distribution for the gift card campaign you have to go through the same five-step process as in the distribution for the loyalty campaign. 

When the customer gathers 1000 points on their account they can activate the reward - the gift card through the Customer Cockpit and then the notification about their reward is sent automatically on their email.


7. Using Voucherify mobile app

a) Redeeming QR code - the digital loyalty card

In order to redeem the code the bartender scans the QR code from the email via Voucherify mobile app on their device. 

Guide from support.voucherify.io.

After scanning the code, the bartender can see the main cockpit of the customer’s account. The trigger for getting points in this loyalty campaign is the custom event - Bought_Beer so the bartender chooses Place customer’s activity and adds the custom event. The code is automatically validated and redeemed by the Voucherify mobile app and the whole process is complete.

b) Redeeming QR code - the gift card

When the customer gathers 1000 points on their account, they can check it in their cockpit and then activate button Get the prize.

After clicking the button, the overview of the Customer Cockpit updates automatically and shows the code for the gift card. At the same time the customer obtains the email with the reward - the gift card as the code which may be typed manually, the QR code which may be scanned and again, link to the same Customer Cockpit to follow the status of the points.

Now the customer may use the gift card for paying at the bar. In this case the bartender must scan the QR code from the email (or type it manually). 

When the customer buys some products that are added to the order they may be paid with the reward- the bartender just places an order which is e.g. beer, charges it from the card and finally redeems the code. Money is charged from the card and only $30 credit left is visible.


Conclusions

To sum up, creating a loyalty program will definitely:

  • increase the sales of products listed under the loyalty campaign, 
  • attracts new customers
  • retains existing larger pool of customers
  • increases single brand loyalty and
  • decreases consumer prices’ sensitivity by offering points and vouchers

All these profits may be obtained through Voucherify platform and the mobile application.