Helen Marlen: fashion retail powerhouse builds its loyalty program on capabilities of inCust platform

Helen-Marlen is one of the  largest chains of multi-brand online stores and luxury boutiques in Ukraine. The company’s website presents products of world brands, selected in accordance with the latest trends. Each site visitor can make online purchases and as soon as possible receive the selected goods at home. Retail stores can be found in the best shopping centers in the country. The company’s goal is to make their customers happy with the service and the purchased goods.

Business Needs: 

Launch a loyalty program to increase customer satisfaction from the service and automate customer database updates and communication with customers.

Solution:

inCust CLM is used as cloud service (SaaS)

Modules used:

• Loyalty and rewards
• Coupons and Certificates
• E-shop
• Information and Communications
• Customer database

Results:

The project is up and running in less than two months including integration

12 points of sale are connected to inCust service

• The implementation has been completed on time and within budget.
• The inCust platform is integrated with the systems, listed below, which are used in various business processes.

Features Implemented: 

• A modern loyalty program (cash-back) with complex loyalty rules for different customer segments;
• a unified procedure for engaging customers through the website and stores;
• integration with POS and accounting systems, CRM system, online store, and plastic cards;
• Automated omnichannel notifications in customers’ language;
• Birthday greetings;
• use of the inCust mobile app for customers.

When launching the Loyalty program, we had a choice: write our own bonus processing, which will take months, or find a turnkey solution. We settled on the second option because the project time was very limited, also we had no room for mistakes, and the turnkey solution was an already working mechanism, which could also be quickly integrated. That is what we did together with inCust. The inCust team actively helped us with integration and quickly answered all our requests; in total, it took about two months to launch the bonus system for all our stores. This solution fully met our needs at the beginning, and now, when we need additional functions, we refine and improve the service together. This opportunity is very valuable to us. And in general, it’s nice to work with experts which we can contact with questions not just about their product.

Svetlana Fatko Head of CRM Helen Marlen Group