In 2009, we worked with the global lingerie brand, Triumph International’s Sri Lankan operation to develop a loyalty solution aimed at increasing the level of ‘customer intimacy’ the brand has with its consumers. The brand owns and operates a few boutiques in key shopping points but a significant portion of sales come from a ‘store-in-a-store’ network where its merchandise is sold at department stores and is manned by Triumph’s sales personnel. The challenge was to capture customer information at these sales points and for the brand to connect directly with its customers in a way that would increase loyalty and drive sales.

Sabre designed and developed ‘Insito’, a Cloud application that is available on a Software as a Service (SaaS) model which helps manage loyalty campaigns. The solution utilizes the multi-tenant efficient Sabre SaaS Framework which brings has built in Metering and Billing capabilities. This helps Triumph to avoid heavy upfront licensing fees and pay only for usage. The solution was deployed on the Amazon EC2 Cloud to bring in the scalability required. Through a Service Oriented Architecture (SOA), the application is capable of integrating with Mobile phones and third party POS systems.

NFC (Near Field Communications) powered loyalty cards were issued to customers and sales personnel carry NFC enabled mobiles. To maximize the effectiveness at customer contact points, a mobile CRM (mCRM) application was introduced to run on sales personnel’s mobiles. Once a loyalty card is read by the sales person’s mobile, he or she can capture and record valuable customer behaviour information and record lost sales opportunities.
A lost sales opportunity occur when a customer decides to make a purchase but the right size, colour or style is unavailable. By recording a lost sale on the mCRm application Triumph has the ability to recover the sale when the right item becomes available by offering the customer a voucher via email or SMS; facilitated by the Insito solution.
In addition to the above, a Mobile Loyalty Wallet was introduced to the customers enrolled in the program. Customers are able to download and install an application that will enable them to view loyalty points, current promotions and gift vouchers. So far implemented to support Java (JME) based mobile phones, the objective is to increase the customer engagement with the loyalty program and subsequently the brand.
The Insito application provides extensive BI capabilities enabling Triumph to gain insight in to customer buying behavior, segment its customers and tailor make marketing messages accordingly.
This solution was a finalist at the WIMA/NFC Forum Global Competition 2009.
Contact us to find out how you can develop an innovative solution for your brand that will drive customer loyalty.

We just launched a new iPhone application on the app store today. A great team effort. And we’re already busy developing another app for one of  our clients in the U.S.

Hint on what its going to be – lets just say its got to do with customer Loyalty, retail etc. More details will follow on this blog.

Contact us to get a free quotation for iPhone/Android application development