Plumber Loyalty Program
Sambandh HRJ


Prism Johnson Limited (PJL) is one of India's largest integrated building materials companies, offering a diverse range of products including cement, ready-mixed concrete, tiles, bath products, and kitchens. PJL operates through three main divisions: Prism Cement, H & R Johnson (India), and RMC Readymix (India).

The H & R Johnson (India) division manages a loyalty program for plumbers in its bath division. This program aims to incentivize plumbers by providing loyalty points for purchases, which can be redeemed for rewards.


Plumber loyalty program case study
Plumber loyalty Program design

challenge-alt BUSINESS CHALLENGES

The existing system for the plumber loyalty program faced several challenges:

  • Manual calculation of loyalty points and rewards redemption processes, leading to inefficiencies and errors.
  • Lack of a user-friendly mobile application for plumbers to easily track and redeem their points.
  • Complex registration and KYC verification processes, resulting in delays and incomplete registrations.
  • Limited reporting capabilities for tracking program performance and member activity.

ask THEIR ASK

HR Johnson approached Loyltwo3ks to redesign and develop a custom-built application for automating the calculation of loyalty points and the process of rewards redemption. They also required a user-friendly mobile application for plumbers. Another critical objective was to ensure seamless integration of the existing database into the new system. Additionally, they needed advanced reporting and dashboard features for improved program management and performance tracking.

ask THE SOLUTION

Loyltwo3ks has developed an application platform for two user groups. For mobile app users like plumbers, it offers features such as QR code scanning for purchase registration, a points ledger for tracking accumulation and redemption, updates on special schemes, a gift catalog, redemption status checks, daily tips, birthday reminders, and gamification elements.

The platform's backend includes a graphical dashboard for insights into registrations, members, purchases, and points distribution, detailed reports on redemption history, member lists, and KYC status, and a dynamic reward catalog for real-time updates on rewards and redemption statuses. It also supports QR code printer setup and integration with existing databases for smooth migration and operation.

ask PROGRAM MANAGEMENT

Points in the bath division are calculated based on each product's subcategory, each with a unique point value. Color-coded coupons are included for easy identification. Plumbers report purchases via SMS, QR codes, or a mobile app. Territory mapping uses city-based logic, managed by call centers, dealers, or sales executives. Sales executive authorization for registration and redemption requests follows a multi-stage approval process.

A wallet system with limits facilitates redemption, and a dynamic reward catalog caters to plumbers, dealers, and sales executives. Role-based web applications provide access for sales executives, dealers, call center agents, and administrators to manage user creation, passwords, and transaction logs. QR codes are used for scratch cards, and advanced reporting with graphical dashboards tracks program performance. Integration with existing databases supports enhancements like dealer loyalty programs and secondary sales tracking.

program USER BASE/CURRENT PERFORMANCE

  • Over 45,000 active influencers in the program
  • Increased plumber registrations due to the user-friendly mobile app and streamlined processes.
  • Higher engagement and participation in the loyalty program.
  • Enhanced accuracy in loyalty points calculation and rewards redemption.
  • Improved tracking and reporting capabilities for better program management.

impactBUSINESS IMPACT

Automating points calculation and redemption has boosted operational efficiency by minimizing manual errors and workload. The new mobile app for plumbers has improved user experience, increasing satisfaction and engagement. Simplified registration and KYC processes have led to higher program participation and plumber registrations.

Advanced reporting and dashboards provide valuable insights into program performance, aiding decision-making. The platform's design supports future enhancements like dealer loyalty programs and secondary sales tracking, ensuring long-term scalability and adaptability.