Voucher Management Innovation
Häagen-Dazs's Path to Operational Excellence
Total revenue generated from KlikNRoll system in less than five years
Total vouchers assigned in five years
Total vouchers redeemed in five years
Summary
Häagen-Dazs implemented a streamlined voucher management system to overcome challenges in distributing and redeeming vouchers. By synchronising their offline shop, E-commerce platform, and CRM, they simplified tracking and coordination of e-vouchers and physical vouchers. The system offered convenient options for redemption, including in-store pick-up, home delivery, and gifting. It improved efficiency and customer experience while effectively managing voucher availability.
Challenges
Häagen-Dazs faced the challenge of efficiently managing their voucher business model, particularly during events like mooncake festivals, where a large number of vouchers needed to be distributed. Tracking and coordinating the redemption of both e-vouchers and physical vouchers proved to be a complex task, requiring a system that could seamlessly synchronise with their offline shop, E-commerce shop and CRM system.
Häagen-Dazs revolutionised their operations with the KlikNRoll system, which seamlessly integrated their offline shop, E-commerce, E-shop, and CRM systems. This strategic move brought about consistent and simplified operations, as any updates made to products or vouchers in one system automatically propagated across all others.
As a result, customers were empowered to purchase vouchers either online or in-store, with all orders and redemptions conveniently recorded in a unified platform. This centralised approach facilitated effortless tracking and management of redemptions, catering to various preferences such as in-store pick-up, home delivery, and gifting.
The E-Voucher system (Click2Redeem) proved instrumental in streamlining Häagen-Dazs' voucher distribution and tracking processes, ensuring a seamless and convenient experience for both the company and its valued customers.
To improve delivery efficiency, Häagen-Dazs launched a Home Delivery campaign. Customers could enter their redemption codes and reserve delivery slots, providing precise delivery details such as address, preferred date, and time.
This campaign minimised confusion and errors during the redemption process, especially when handling both physical and e-voucher redemptions. Clear delivery policies were communicated to customers, ensuring a seamless experience.
Häagen-Dazs simplified the in-store redemption process by introducing QR code scanning with CLick2Redeem. Customers only needed to present the QR code from their confirmation email, which store employees could scan.
The voucher campaign management system allowed employees to select the desired items for redemption, including the flexibility for partial redemptions. This streamlined approach also enabled tracking all redemption details from the admin portal in one place.
Häagen-Dazs provided customers with an easy gifting option campaign management solution (Click2Gift). Customers could access the gifting panel through their email confirmation, where they could add a personalised message. This feature enhanced convenience and improved the overall customer experience.
The system enabled Häagen-Dazs to monitor voucher availability effectively. Häagen-Dazs could easily check the availability of vouchers and customers can make their purchases accordingly, ensuring accuracy and avoiding overselling.
Häagen-Dazs implemented a robust CRM system to nurture customer relationships and seamlessly integrated it with their existing system with KlikNRoll.
They introduced a user-friendly stamp and point collection program, enabling customers to earn vouchers with each purchase. The integration of their system with the CRM ensured that all records were kept in one centralised place, providing a holistic view of customer interactions.
Using data from the voucher system, the CRM system intelligently targeted customers based on their preferences, creating personalised interactions that enhanced the overall customer experience.
To make things even easier, the digital voucher system enabled customers to quickly sign up for the rewards program on their website. Customers could effortlessly redeem their accumulated rewards, enjoying the tangible benefits of their loyalty to the brand.
Through this integrated approach, Häagen-Dazs not only created an enticing loyalty program but also streamlined their record-keeping, empowering them to provide exceptional customer service and maintain a strong connection with their valued customers.
