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A Hong Kong retail and commercial real estate client

Customer Loyalty Management in Salesforce

60+

Releases delivered

10

Dedicated team members

Ongoing

Active partnership

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Our Hong Kong client operates in retail and commercial real estate, selling products online and in physical stores. They aimed to integrate loyalty points, festive promotions, customer privileges and a centralised loyalty program management system using Salesforce.

Challenge

01

Integrating loyalty points into their existing system proved complex, with scattered customer interaction data adding further complications.

02

Coordinating discounts for events posed timing difficulties, and expanding privileges for valued customers presented organisational complexities.

03

They needed a centralised platform to manage loyalty programs and points effectively across online and physical retail channels.

Solution

An MVP CRM built in 60+, then continuously evolved into a scalable, cloud-based platform with mobile access, AI automation, and virtual agent capabilities.

Tech:

Salesforce Loyalty Management Salesforce Marketing Cloud .NET REST API

How we worked

01

The team gradually grew to 10 people, adopting Agile practices including Kanban in Jira, daily standups, code reviews and sprint retrospectives.

02

Delivered the Customer Loyalty Program, Salesforce Loyalty Management Cloud and integration with Salesforce Marketing Cloud across 60+ releases.

03

Maintained small, agile teams where members developed deep knowledge of the client's business logic and took on increasing responsibility over time.

Result

CRM platform now supports 10 across five companies, handling claims, reimbursements, and service coordination at scale.

Delivered over 60 releases, including Customer Loyalty Program and Salesforce Marketing Cloud integration.

Distinct loyalty tiers and structured promotions gave customers seamless access to offers and privileges.

This partnership remains active, with the dedicated team expanding annually.

Industry

E-commerce, Retail

Services

Custom Development Dedicated Teams Integration

Technologies

Salesforce Loyalty Management Salesforce Marketing Cloud .NET REST API

Business Impact

PerformanceScalabilityCustomer Retention