Project Overview

In late 2019, Sabii Digital partnered with a transit company to implement a loyalty program aimed at enhancing ridership engagement and customer satisfaction. Given our client’s quasi-government status, finding a suitable partner presented a challenge. However, the collaboration with LoyaltyPerx proved to be highly successful. Despite initial delays due to the COVID-19 lockdown, the rewards program was strategically utilized to encourage riders to return to public transit post-pandemic.

LoyaltyPerx

Capabilities:

Tools & Softwares:

Industry: Transportation

Project Duration:

Business Problem

Our client faced multiple challenges in implementing a successful loyalty program. As a quasi-government entity, finding a partner that could seamlessly integrate with their existing systems while meeting regulatory requirements was a significant hurdle. Additionally, the COVID-19 pandemic brought unforeseen disruptions, delaying the program’s launch but ultimately providing an opportunity to use their rewards platform as a tool to rebuild ridership. Our client also aimed to provide alternatives to cash refunds for customer service issues, enhancing financial flexibility. Furthermore, the organization sought to monetize the program through advertising and partnerships while ensuring that it encouraged long-term engagement and improved customer satisfaction.

Proposed Solution

Sabii Digital implemented the new rewards program using the LoyaltyPerx platform, which offered a points-based system where customers earned rewards for purchasing transit tickets. The key elements of the solution included:

  • Incentivizing ridership behavior: Bonus points were issued for purchasing monthly passes, airport tickets, and event tickets, encouraging specific travel behaviors.

  • Customer goodwill and issue resolution: Discretionary points were offered as an alternative to cash refunds, preserving revenue while maintaining customer satisfaction.

  • Partnership network expansion: LoyaltyPerx facilitated the recruitment of nearly 150 partners, including major attractions like the Intrepid Air & Space Museum, Broadway shows, and professional sports teams.

  • Digital coupon redemption: Customers could use earned points to purchase coupons redeemable at partner businesses near transit stops.

  • Integration and scalability: The program was integrated with our client’s mobile app using a nightly transaction file system, ensuring seamless and auditable operations. It also supported CRM integrations with Zoho for partner support and HubSpot for discretionary and bonus point programs.

  • Revenue generation: The platform enabled monetization through banner ads, and future plans include additional revenue streams via coupon issuance fees.

Conclusion

Since its launch in mid-2021, our client’s rewards program has:

  • Grown to 2.6 million enrolled customers.

  • Seen a steady increase of 15,000-20,000 new enrollments per month post-lockdown.

  • Supported peak transaction loads of over 30,000 per minute, demonstrating high scalability.

  • Facilitated a peak of 200+ coupon purchases and 100+ redemptions per hour.

  • Successfully onboarded 5-10 new partners per month.

LoyaltyPerx has proven to be a reliable and scalable platform for our client, effectively handling unexpected demand surges and seamlessly integrating with existing transit operations. The program has enhanced customer satisfaction, encouraged increased ridership, and provided them with a valuable revenue-generating tool. Given its success, our client plans to continue leveraging LoyaltyPerx as a core component of its customer engagement strategy.