Customer loyalty system
Real-time transaction processing, instant customer notifications about bonuses, cashback, and proactive communication regarding any issues that may arise during card usage. The platform enables a shift from a reactive service model to proactive customer engagement.
up to 1 second
event processing
+30%
increase in customer loyalty
Instant responses to events are crucial for maintaining effective customer communication.
Business Challenge
The client (an international bank) set the following objectives:
- increase customer loyalty and encourage active use of payment cards;
- ensure instant response to customer transactions;
- introduce personalised offers based on transaction history;
- establish a foundation for Customer 360 and real-time analytics;
- ensure full compliance with regulatory requirements for data security and personal data processing.
The existing infrastructure did not support real-time event processing — responses to transactions were delayed, limiting the effectiveness of marketing and customer service.
Solution
Based on the Enterprise DataHub, we built an event-driven loyalty platform. In real time, the system receives the following data:
- successful and failed transactions
- account top-ups
- cash withdrawals
- geolocation data
- data from CRM systems and external registers.
Automated Loyalty Scenarios
- cashback accrual depending on transaction type
- push and SMS notifications
- location-based partner offers
- personalised recommendations for deposits, cashback, loans, and partner promotions.
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