CASE STUDY
Loyalty Card Delivery Tracking Boosts Customer Satisfaction & Cuts Call Volume
Real-Time Card Delivery Updates Reduce Customer Frustration & Improve Customer Experience
KEY TAKEAWAY
With 35 million members, a 7% reduction in inquiries across all channels, including email, phone, and social media, had a net positive financial impact on call center costs and freed up time to serve other member needs.
HIGHLIGHTS
- 35 million members served
- 7% drop in monthly call center inquiries
- “Game-changer” for customer service efficiency
SOLUTIONS USED
- Automated Email & SMS Alerts: Real-time status updates on card delivery
- Self-Service Member Portal: Members track cards without calling
- Integrated CRM Mail Tracking: Instant visibility into delivery status
INDUSTRY
Membership & Loyalty Programs
The Problem
A large Membership Organization, mailing millions of loyalty cards annually, was drowning in call center inquiries about card delivery timeframes.
Call center staff had “limited to no” visibility into the location of an individual member’s card at any given time. It needed a more efficient way to respond to member questions about card delivery status.
The Challenge
To address the problem, the Organization wanted to provide members with updates about the status of their cards from mail drop to delivery.
The customer service team envisioned a customer experience similar to that of a major credit card company—keeping customers updated on loyalty card delivery status by email, SMS, and via its online self-service member portal.
The Approach
The Organization outlined the program’s requirements, including establishing a notification system that would alert members of the status of their membership loyalty cards—from shipment to arrival.
- The business rules defined which delivery data points to track, including “In Process,” “Mailed,” “Entered the USPS,” “Sorted for Delivery,” and “Out for Delivery”.
- An automated daily data feed was integrated into the CRM system and shared with a vendor partner to provide email updates on card status.
- Delivery data was made available through a self-service member portal, further enhancing the member experience.
The Results
Success was measured by a decline in call volume and an improvement in customer sentiment.
- The Organization achieved a 7% reduction in monthly call center inquiries related to delivery issues.
- This resulted in a better member experience and freed up call center resources to handle other member needs.
- The Organization’s vice president noted that the program was a “game-changer,” integrating mail tracking data to make it directly available to members.
