Kitting and Fulfillment Improve Customer Loyalty Coupon Program

Case Study

Challenge:
Our customer had a point-based loyalty program that rewarded its customers with coupons from local businesses. Many companies participated in this program with our client, who had lots of preprinted coupons on hand. As the program grew they were spending a huge amount of time fulfilling the daily coupon requests manually. The internal fulfillment process was stretching their staff resources, space and turnaround time; and, pre-printed coupons were often wasted. Some coupons they ran out of quickly, others ended up being thrown away due to updates and changes.

Solution:
We helped this company automated their coupon process by using variable printing to create customized coupon mailers for each of their customers who now go online to make their coupon selections. Each day, they send a database of all the selections made for that day. We personalize a mailer for their customers that not only includes their requested coupons, but their points balance and program status. We even send a report back to our customer detailing the number of redemption requests done.

Result:
Combining variable printing and list management with our kitting and fulfillment services, we were able to help this company save money and time by eliminating coupon obsolescence, excessive storage and the preprinting cost of coupons and envelopes. Their customers also get their coupons faster which raises the company’s customer retention ratios.