Integra

Introduction

Established in 1974, our client is a leading electrical, IT, and furniture retailer in Southeast Asia, offering superior value and experience to customers from 13 exclusive branded outlets across the island. Recognizing the evolution of the shopping journey through digital transformation, the client relaunched its online store in 2012, growing its product offerings from 7,000 to more than 17,000 today.

Challenge

Our client sought an effective Employee Engagement and Recognition program that could be easily customized to resonate with their diverse workforce. Ensuring the program's scalability and efficiency while enhancing employee satisfaction and productivity was crucial for maintaining their high standards and global reputation.

Enhance Operational Efficiency

The client relied on manual processes for managing promotions and rewards, leading to inefficiencies. They sought a digital solution to automate in-store promotions and streamline reward issuance.

Increase eGift Cards Sales

They aimed to boost corporate sales of their eGift Cards, tapping into the multi-billion-dollar eGift Cards industry.

Improve Consumer Insights

Understanding consumer behavior and tracking promotional effectiveness was a key objective.

Strengthen Brand Identity

They wanted to offer flexible redemption options across both online and retail stores while maintaining a differentiated customer experience.

SolutionIntegra - A seamless Retail eGift Cards Management Platform

Under Integra, a comprehensive digital solution was implemented to address these challenges:

In-store Promotions
  • Automated the process of sending promotional rewards upon meeting purchase criteria.
  • Implemented real-time tracking and cancellation of eGift Cards issued on returns.
Issuance of Gift Cards
  • Enabled scheduled and real-time eGift Cards issuance through the client’s online store.
  • Facilitated bulk issuance to corporate clients and resellers via API integration.
Flexible Redemption
  • eGift Cards could be redeemed seamlessly across the client's online and retail stores.
Gift Card Management
  • One-click access to eGift Cards issuance and redemption details.
  • Detailed tracking of issuance and redemption across different client segments and channels.
Customer Support
  • Dedicated email and phone support for all eGift Cards-related queries.
Audit and Reporting
  • Consolidated month-end reports on unearned revenue, utilized, and expired eGift Cards.

Outcomes & Achievements Client successfully transitioned all in-store promotions and refund processes from physical to fully digital eGift card issuances, leading to significant business outcomes:

  • +100% YoY Revenue Growth through seamless digital eGift card adoption.

  • Frictionless Customer Experience across all storefronts.

  • Automated Issuance boosted operational efficiency.

  • Deeper Customer Insights enabled smarter, data-led decisions.