About the company
The Challenges
Limited Reach
Al-Futtaim’s existing Gift Card loyalty program was confined to physical cards within the UAE retail segment. As the company expanded across multiple geographies, new registrations grew at a slower pace dueto these limitations.
Cross-Sectorand Cross-Country Utility
The existing program’s constraints hindered Al-Futtaim’s ability to offer seamless cross-sector and cross-country utility to its customers.
Unified Brand Currencies
Al-Futtaim sought a way to enable customers to store and use various types of brand currencies in a single, convenient location.
Omnichannel Gap
Their existing program lacked omnichannel capabilities, limiting customer engagement across various touch points. Hence Al- Futtaim wanted to implement a versatile solution to improve their customer experience.
The Solution
- Process all gift card transactions in real-time
- Launch a consumer-facing mobile app to allows customers to use AL Futtaim's wallet and gift card balance across multiple brands
- Distribution of gift cards through multiple distribution capabilities
Solution highlights
| Multi-currency & multi-country capabilities | Tailored for Al-Futtaim’s expansive geographical footprint, allowing seamless wallet transactions across regions in Middle east, Africa and Asia. |
|---|---|
| Omnichannel, multi-currency wallet | Improved convenience and utility across both online and offline stores with a single wallet to redeem all gift cards and other brand currencies. |
| A consumer-facing Mobile app | Customers have the option to purchase prepaid cards for self-use, add gift card balance to the wallet (top-up into the wallet) or gift it to someone through the app. |
Results
Increased Gift Card Sales:
Al-Futtaim achieved a staggering 25% increase in gift card sales, directly impacting revenue growth.
Membership Expansion and Improved Customer Engagement:
Registrations for the Blue Rewards Wallet program surged by 3.5 times.
Global Adoption:
Al-Futtaim extended their program beyond the retail division, enabling usage across all Al-Futtaim brands and 12 operating countries.
Enhanced Customer Experience:
Qwikcilver’s wallet solution enabled all customers to view and easily redeem all gift cards, refunds and cashbacks at checkout and make seamless payments for all customers.
New Revenue Stream:
Al-Futtaim used gift card sales tools to proliferate gift cards across corporates through Qwikcilver’s distribution capabilities.
Conclusion
- Increased sales by 25%
- Expanded membership registrations by 3.5 times
- Enabled multi-country adoption and usage
- Enhanced the overall customer experience
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