Launching and Scaling a Loyalty Rewards Program for US Retailer
Solvenna partnered with a leading retailer to design and launch its first-ever customer rewards program, creating a foundation for personalized engagement at scale. Working with Annex Cloud as the loyalty platform, Solvenna implemented the underlying data architecture, integrated loyalty signals into the Customer Data Platform (CDP), and automated personalized rewards communication through email and SMS. This initiative has already driven measurable increases in customer retention, repeat purchase frequency, and average order value proving the power of personalized loyalty engagement at scale.
THE CHALLENGE
Our client aimed to strengthen customer retention and engagement but had no existing rewards framework. The organization needed a complete loyalty program that could scale nationwide and integrate seamlessly with its existing ecommerce platforms, POS systems, ERP, analytics, and the entire marketing ecosystem.
THE SOLUTION
Solvenna led the implementation and activation of the loyalty rewards program, from platform integration to automated campaign design.
Annex Cloud Integration
Solvenna supported the onboarding of Annex Cloud as the retailer’s loyalty management system and built data pipelines to feed Annex data into the CDP. Loyalty activity, including enrollments, point accruals, redemptions, expirations, and bonuses, is now refreshed automatically, enriching customer profiles and powering personalized messaging.
Custom Event Framework
To expand beyond out-of-the-box functionality from Annex Cloud, Solvenna developed custom loyalty events such as “Shop X Times in a Month,” and “Spend $X in One Purchase.” These triggers allow the marketing team to celebrate milestones, nudge customers toward the next reward tier, and encourage repeat visits.
Email Personalization and Automation
Email was established as the program’s primary communication channel. Solvenna designed automated journeys that:
• Celebrate purchases and milestone achievements
• Deliver bonus offers and re-engage inactive customers
• Send monthly loyalty statements showing points earned, redemptions, and upcoming expirations
Dynamic creative modules update in real time based on loyalty data and purchase behavior enabling a truly 1:1 experience at scale.
Analytics and Insights
Solvenna developed a Power BI dashboard that unifies customer data across loyalty, ecommerce, and all messaging platforms. The dashboard provides a consolidated view of opt-ins, unsubscribes, and engagement trends, giving the marketing and analytics teams real-time visibility into program health and performance. In addition to automated weekly reporting, Solvenna supports ad-hoc analyses to evaluate campaign impact, refine audience segmentation, and identify opportunities for optimization across channels.
THE RESULTS
The loyalty rewards program launched successfully across all markets, giving the retailer a modern framework for engagement and retention.
Automated email campaigns now deliver personalized loyalty updates to thousands of customers each month. Custom milestone events have driven measurable increases in repeat purchasing and participation. Loyalty customers shop 3 times as frequently as non-loyalty customers, a clear indicator that the outreach and program is working.
Impact
- First-ever loyalty program launched across all retail markets
- Annex Cloud integrated with CDP
- Automated email campaigns delivering personalized rewards communication
- Rewards audiences built for SMS and mobile app activations
- Enhanced reporting on Rewards program enrollment, engagement, and ROI
Looking Ahead
The client continues to build on this foundation by expanding to mobile wallet engagement, integrating loyalty experiences into its mobile app and enhancing AI-driven personalization through the CDP. In addition to stand alone loyalty communications, Solvenna is helping design and build modular content with direct marketing channels that will dynamically display relevant loyalty content within existing promotional messages.
Summary
Through collaboration with Solvenna and Annex Cloud, the client established a fully integrated loyalty ecosystem that connects data, automation, and analytics. The result is a scalable, personalized rewards experience that strengthens engagement, increases repeat purchasing, and provides measurable business impact.
WE CAN HELP
Is your organization struggling to connect with your customers in a way they expect? Let Solvenna help you unlock actionable insights and power your growth through data-driven strategies.Contact us today to start the conversation!