Right from the outset, the Collinson team really sought to understand our business and how to create a loyalty offering that was relevant to our customer base.
Commercial Director National Express Coach
Our expertise in enabling our clients to make substantial impact
Bespoke international health solutions for the Irish market for over 20 years
Creating a bespoke loyalty discovery and design process
Launched a flexible real-time loyalty platform with innovative travel-related rewards
An innovative and unique programme that goes beyond spend
Implemented a loyalty solution, increasing digital sales by more than 100% in 2022
Developing data and dashboards to identify new opportunities
Using data to discover insights and launch a strong loyalty programme
Food and beverage offering in airport lounges globally
Providing card-free access to over 1,700+ lounges worldwide
Member base grows to over 10 million worldwide
A programme that reaches 1 million real-time loyalty transactions per day
Driving a fivefold increase in e-commerce store visits
A successful rewards programme with 1.5 million registered customers and thousands of affiliates
A consistent user experience for all LATAM Pass members
A flexible loyalty solution to add value to credit card portfolios
Increased customer loyalty and financial rewards for client and partners
Our partnership with Vhi Healthcare spans over 20 years and includes creating Nurseline, an equivalent to NHS 111 in Ireland, enabling Vhi customers to access 24/7 clinical advice. Following the success of the project, Vhi identified a need for international medical care within their existing private medical insurance customer base, so they approached us to create an international health proposition. Combining our significant international health underwriting experience, in-house assistance and first-class customer contact centers, we launched the Vhi International product suite. These products enable Vhi customers to maintain their existing underwriting while accessing high quality medical care when abroad for study or on long-term assignment. With embedded features such as international security alerts, second medical opinion and employee medical assistance alerts, Vhi customers are reassured that their health needs are taken care of wherever they go. Our relationship has continued to thrive with further additions of multi-trip travel and dental insurance culminating in a total revenue value of £50m.
With online aggregators and OTAs offering great customer and user experience, getting direct bookings is increasingly difficult for travel companies. The increase in easy car rentals, car share, other coach companies increasing their fleets, plus the discounting of rail travel causes further disruption. With these challenges in mind, National Express wanted to optimise, improve and relaunch their existing loyalty programme. We undertook a bespoke loyalty discovery and design process, which included internal interviews, data audit, primary and secondary research and competitor analysis. The programme was also designed to integrate into National Express’ existing technical and data structure. This helped us to produce a unique milestone loyalty programme based on customer behaviour to drive and recognise each journey.
Right from the outset, the Collinson team really sought to understand our business and how to create a loyalty offering that was relevant to our customer base.
BPI initially approached Collinson in 2012, requiring a unified, “all-in-one” loyalty solution to include all their products and services, with an emphasis on their credit card portfolios. In 2017 they added several new requirements, including the need to integrate the loyalty platform with a travel-related redemption solution.
The challenge was to manage online, real-time reward points for all credit card holders and find a dynamic travel redemption solution for their Visa Signature credit cards portfolio. The solution needed to not only power the loyalty programme, but also deliver a customer-facing redemption portal, offering access to a gift catalogue and member communications (SMS/email).
Collinson delivered integrated loyalty capabilities with our Realtime-XLS loyalty platform and our SmartRedeem Travel redemption portal. Our loyalty engine was also adapted to business needs so that they could onboard their merchants more easily from existing systems. We provided them with dynamic content management tools for an easier member portal configuration, including points redemption options, multi-channel registration and advanced system administration.
BPI is now able to offer their members an improved customer experience and greater transparency on points accrual and redemption history through a single touch point, it's member portal.
Collinson was approached by First Abu Dhabi Bank, the largest bank in the United Arab Emirates, to develop a unified, bank-wide loyalty experience that would increase customer satisfaction, drive desired customer behaviours and increase customer value. The result was FAB Rewards, a unique programme that has a portfolio of redemption options and allows its members to “earn faster and on everything”. Unlike many other bank loyalty programmes, customers are rewarded beyond spending for their behaviours such as taking out a personal loan, registering to the FAB Mobile app and online banking channels, debit and credit card spending and salary transfers, to name a few. Three of our key technology solutions power the programme: the award-winning Realtime-XLS, and our loyalty commerce platforms, SmartRedeem Store, and SmartRedeem Travel. This technology helps FAB to deliver superior customer engagement through rewards, offers, payments, and data backed by our own global merchant networks.
Raiffeisen Bank of Romania ‘vision is to own the most relevant, innovative, and successful digital financial ecosystem in the Romanian banking industry and thereby become the number one loyalty application, and the preferred financial ecosystem, in Romania.
Raiffeisen Smart Market was launched in May 2022 as a digital-first, fully integrated loyalty programme, delivering personalised merchant-funded offers and bank-wide loyalty features through innovative technology. Collinson was appointed to deploy its Realtime-XLS loyalty solution, leveraging API-based integration and advanced third-party AI capabilities.
Realtime-XLS loyalty platform includes an innovative loyalty mobile app that provides hyper-personalised and geolocated offers to programme members, an Offers Management Portal, and a reporting tool for the marketing operator to monitor the programme’s KPIs, a Merchant Portal to be deployed at a later stage.
Raiffeisen Smart Market rewards customers for all transactions they make with their payment cards, as well as for all interactions with the bank (products subscriptions, services, and channels usage). Customers can activate push notifications to receive alerts for geo-located offers in stores nearby, providing access to ‘real-time’ relevant offers which include discounts, cash back and points or prizes from Raiffeisen Bank and its retail partners.
Azul first worked with us in 2013 when they relaunched their FFP and we’ve been working with them as a strategic partner since. In 2018, Azul asked us to build a new and improved CRM for their restructured FFP business unit. Their challenge was getting the proper data and analysis to measure and track performance in order to identify new opportunities, products, and campaigns. Data quality and structure were also a challenge. To resolve this, we allocated a dedicated team of data, travel and loyalty experts to work from Azul’s office. After discussing the data needs with Azul’s entire FFP team, we built automated dashboards for each business unit, from high level to deeper analyses and indicators. Our team has also been developing COVID-19 specific dashboards, tracking performance and behaviour changes, identifying new revenue opportunities and supporting the airline unit, with the aim of helping recovery.
We aggregated 55 million passenger records, billions of possible journey paths and the co-ordinates of 7,000 airports to uncover traveller insights. We identified 7 million switchable passengers for Changi Airport and together we launched Changi Rewards Travel, the first ever international airport loyalty programme for transit/transfer travellers.
The food and beverage offering in airport lounges is a core benefit of our Travel Experience programmes. However, when social distancing became the norm, buffet-style dining became impractical. In September 2020, Collinson launched a pilot digital ordering solution, Ready 2 Order, so that members could still enjoy a meal before catching a flight. The pilot is now live across several key regions (in Mexico, USA, India and the UK) with three more locations going live in March (one in the UK and two in Saudi Arabia). How it works
Member enters lounge, scans QR code with their mobile device and the relevant menu is surfaced
The member can choose the meal they’d like and place the order
Lounge staff are alerted with new orders and the meal is prepared and delivered to the member at their table
V.Ships, the global leader in ship management and marine services, first joined forces with us in 2012 to provide their clients with complimentary access to airport lounges across the world with our corporate Priority Pass programme.
The programme renews each year, at which point new Priority Pass cards are sent out to the members' home addresses. As many members are frequent travellers and not often home to receive their new cards, we established that the Priority Pass wholesale digital programme would better suit, giving instant access to global airport lounges via a Digital Membership Card. A smooth transition to the digital programme was carried out seamlessly in December 2020 and we made sure that throughout the process members were able to continue accessing lounges. Members were prompted to complete a brief online registration form in order to instantly download their Priority Pass Digital Membership Card, enabling them to have card-free access to over 1,700+ lounges worldwide.
Asia Miles, Cathay Pacific’s travel and lifestyle rewards programme in Asia, was looking to drive greater satisfaction and enrich their members’ lives through expanding points earning and redemption to include non-air partnerships and non-air redemption. The wide network of partners enabled Asia Miles to broaden their redemption options and ensure relevant and exciting new offerings. We did this by seamlessly enabling access to their established partnership affiliation network, which offers an extensive range of rewards and redemption options, via the Asia Miles’ iRedeem store. Access to our online rewards platform, SmartEarn, was also embedded into Asia Miles’ online earning stores to further enable points earning. These actions opened up 1,800 rewards and 1,300 merchants located within 12 Asian countries and regions. The member base also grew to over 10 million worldwide.
Wanting to stand out among the competition, Bank Mandiri introduced a functionally rich loyalty programme to complement and increase the use of their products while providing growth in market share and revenues.
They also wanted to grow their acquiring market share by offering loyalty functionality as a value-added proposition to their merchants. The challenge was to increase retail payments on their debit and credit cards, both as an issuer and acquirer, and improve usage of their other core banking products in a highly competitive market, where customers are spoilt for options.
Using our Realtime-XLS solution, the bank could easily configure highly flexible earn rules and reward types to incentivise card usage, leading to an increase in the number of retail payment transactions and the average purchase amount.
By providing their customers with numerous banking channels to check and redeem their points easily, the bank was able to manage multiple loyalty programmes for various products through a single platform, plus access comprehensive reporting for easier monitoring of various KPIs.
Bank Mandiri saw increased transaction fee-based revenues thanks to higher card transaction volumes. Customer satisfaction, engagement and overall relationships were also improved, and merchants increased their participation in the loyalty programme.
We started working with Flying Blue in 2012 when we provided them with the technology to support a new e-commerce store where members could redeem their Flying Blue Miles for merchandise. Initially the store was stocked with products sourced from its own partners, but in 2014 we suggested upgrading the store to a new version of SmartRedeem, increasing the rewards available from 250 to over 4000 products. We combined rewards sourced from the airline’s strategic partners with products and experiences from hundreds of global brands. We also updated the digital features for an easier shopping experience, with dynamic and localised content, including language and locally available rewards. Using iFrame technology, we made redemption possible on dynamically priced inventory, such as car rentals.
Alpha Bank is a long-standing client of ours. We started collaborating with them back in 2006. The bank wanted to develop a coalition loyalty programme to engage their customers, and reward them for their everyday spend, with multiple types and sizes of merchants across Greece.
Through our Realtime-XLS solution, we provided a points-based, multi-partner, multi-scheme card-loyalty programme combining real-time earning and burning capabilities.
This included innovative point-of-sale based earn and burn. The real-time features brought the Bonus programme to the next level, increasing convenience and engagement with customers in meaningful ways, thanks to innovative customer behaviour profiling and segmenting tools.
Since the programme also rewards customers for their usage of banking products, Alpha Bank has also managed to issue around 20,000 Bonus rewards Alpha term deposits with a capital of more than 850 million Euros.
In 2018, Alpha Bank redesigned and rebranded the Bonus programme to deliver an even better experience for members through a state-of-the-art mobile app, driving more value and interactions with their customers.
In 2019, Alpha Bank was named Best Issuing Bank in Southern Europe (IFC), and the Best Bank in Greece for 2020 by Euromoney publication.
Alpha Bank has recently begun extending their loyalty initiative into new countries in the Balkans, starting with Romania.
LATAM Pass came to us looking for ways to improve their non-air earn and burn propositions. They envisioned a marketplace where members could easily browse partnerships that would allow them to collect and use LATAM Pass miles. When they approached us, the LATAM Pass was a single page within the airline’s website. It had limited flexibility to feature, sort or search for partners or products. In addition, each country had its own redemption platform, making operational processes and results monitoring extremely challenging. We expanded on and developed the LATAM Pass site for five countries (Chile, Argentina, Peru, Ecuador and Colombia). It now features simple and elegant UX and allows LATAM complete flexibility in how the pages are structured. We also applied our SmartRedeem Store and brought in a consistent user experience to all LATAM Pass members, regardless of market. LATAM Pass now has the tools and technical infrastructure to maximise the performance of their partnerships.
The main goal of OCBC Bank was to increase card usage in a competitive market, while improving the customer experience by giving points and monetary rebates. The business also needed a solution to accommodate the multiple loyalty programmes which they were running.
We implemented our flexible loyalty solution, Realtime-XLS, which supports multi-channel, real-time earn and burn capabilities as well as bank wide features for customers. The solution was tightly integrated with their IT system and was tailored so that it could deliver against their specific requirements which included strong configuration flexibility.
Thanks to Collinson’s Realtime-XLS platform, they were able to, not only launch programmes that matched sophisticated requirements, but also to deliver new, innovative features year after year. Realtime-XLS is OCBC Bank’s only loyalty solution in Singapore.
CR Land wanted an experience-based, industry-leading loyalty programme in the Chinese market, to support growth for their commercial real estate business and their tenant partners. The chosen loyalty experts needed to have retail industry experience and a strong understanding of the Chinese market. Although a loyalty programme already existed, it was not able to support the rapid expansion of the group's real estate, which had grown from one mall to over 20. With a broad range of customer groups and operation capabilities between the malls, a sustainable, adaptable programme built on data analysis was needed.
After gaining a deep understanding of operational capabilities and customer preferences, and conducting competitor analysis, the programme was re-shaped; including membership levels, points earning and equity, supporting technology, and financial management. This result was a unified, rewarding customer experience across the portfolio, enhanced loyalty through an improved rewards strategy, and increased spending for both CR Land and their tenant partners.