Improved Retail Loyalty for TECNO
TECNO, a global smartphone leader, sought to enhance its B2B Retail Loyalty Program by simplifying point management and reward disbursements for its network of retailers. With Channelplay’s expertise, TECNO introduced an efficient app-based solution that streamlined retailer engagement and reward processing. Over the past year, our partnership has led to faster operations, stronger relationships, and the successful disbursement of over 3,000 retailers in the loyalty program.
Client Background:
TECNO is a global premium smartphone brand operating in over 60 emerging markets. Known for its technological innovation and high-performance mobile devices, TECNO has been expanding its presence in competitive markets, especially within the retail ecosystem.
Why Channelplay?
TECNO sought an execution partner who could help them with ERE.
- Efficiency: The need for a smoother process to bridge the gap between sales performance and rewards disbursement.
- Reliability: Retailers previously had to depend on sales representatives for point updates and redemption requests, which slowed down communication.
- Engagement: TECNO recognised the importance of a well-structured system to increase engagement and optimise performance.
Our Approach:
Channelplay, through 1Channel’s Loyalty Management Software, provided TECNO with a well-rounded B2B Retail Loyalty Program. Our solution addressed inefficiencies and improved overall retailer experience. Key elements included:
1. Tech Enablement: The 1Channel’s Loyalty Management Software automated and simplified the rewards process. Retailers could now track sales performance, check their points, and redeem rewards directly through the app, reducing dependence on sales representatives.
2. Retailer Engagement: Channelplay’s helpdesk of 50+ agents fluent in regional languages, provided smooth communication and quick resolutions. These agents also monitored engagement trends, reaching out proactively to retailers to address concerns and enhance participation.
3. Rewards Disbursement: With online and offline redemption capabilities, we ensured rewards (both vouchers and physical gifts) were distributed efficiently.
Ownership in Solving Real-time Issues:
We hit a snag with our digital e-voucher disbursal process, and understandably, the client wasn’t happy. However, given the strong relationship we’ve built with TECNO over the past year, we immediately sat down together to find a solution. And fast. We needed to get the process back on track and complete the disbursement before the end of the week.
The issue? A slow email technology service provider was causing delays. The resolution came just in time, with barely a day to spare to meet the final deadline of Saturday. But Monika Chauhan, our assistant program manager for the TECNO project, rose to the occasion.
With barely a day to spare before the final Saturday deadline, Monika dedicated more than 13 hours over the weekend for the technical training and overseeing the final disbursement.
The result? We cleared the backlog and successfully disbursed all 3,061 e-vouchers on time! Monika’s dedication not only improved client satisfaction but set a positive precedent for the future. It also boosted team morale, showing us all the power of teamwork and the importance of meeting deadlines under pressure.
Outcome:
The outcome of our efforts made a noticeable difference:
1. Efficient Data Management: TECNO now manages data for 3,780 retailers through 1Channel’s Loyalty Management Software, enhancing loyalty program performance and providing a more streamlined experience for retailers.
2. Dedicated Team Effort: Monika Chauhan’s leadership in resolving the e-voucher issue improved client satisfaction and inspired the team, highlighting the value of dedication and quick problem-solving.
3. Successful Voucher Disbursement: Despite the snag, Channelplay successfully disbursed 3,061 e-vouchers, reinforcing our ability to deliver results under pressure and maintain operational efficiency.
4. Proactive Engagement: Our approach to actively reaching out to retailers ensures their needs are consistently met, keeping the program relevant and fostering continued engagement.
Conclusion:
With Channelplay’s support, TECNO has refined its B2B Retail Loyalty Program, making retailer engagement smoother and rewards disbursement faster. By combining technology, a dedicated team, and an adaptive approach, Channelplay has consistently delivered beyond expectations, ensuring continued success.
