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Driving Engagement at Scale for a Leading International Loyalty Provider
A leading international loyalty and incentive provider, operating across multiple markets and delivering tailored reward experiences for a diverse client base. They needed a new way to help their own clients engage end-users and drive spend - quickly, effectively and at scale.
The Challenge
To remain competitive, the provider needed to rapidly launch branded apps for their clients without the cost and lead time of building from scratch each time.
Key requirements included:
- Quick to market deployment for new client apps
- High engagement rates with minimal drop-off
- Cross-device accessibility and scalability
- Integration with existing loyalty platforms
- Support for native-like features such as push notifications
- Full brand customisation for each client
With the business in a high-growth phase, the solution had to scale seamlessly, be easy for non-technical staff to operate and deliver measurable returns for their clients.
Our Approach
We began with a Discovery Project, drawing on our years of experience in mobile apps and white-label platforms. We conducted deep research into engagement behaviours - uncovering, for example, that up to 75% of users abandon the process before installing native apps, while web-apps can achieve 36% higher uptake and sustained engagement.
This understanding phase allowed us to:
- Document the client’s core business and engagement requirements
- Explore the most effective channels for driving loyalty app adoption
- Establish key performance indicators to measure ROI
Throughout discovery, we worked collaboratively and positively, but also took full responsibility for outcomes - ensuring recommendations were not just technically possible, but commercially sound.
Our research concluded that a Progressive Web App (PWA) was the best fit - offering faster deployment, broader accessibility, and lower ongoing costs than a native app.
In a loyalty program survey, 54% of users said accessing rewards info via mobile was too difficult, and many were frustrated at having to install a mobile app for it. In fact, 75% of users said they’d be more likely to sign up for a rewards program if it was convenient to use on mobile - without the hassle of a separate app. This is a clear example of how installation friction leads to abandonment and why a PWA was the right choice for our client.
The Solution
In just 12 weeks from kick-off to launch, our agile team - comprising engineers, developers, UX designers, and QA specialists - delivered a multi-tenanted, cloud-based Progressive Web App platform with fully automated provisioning.
We built iteratively, with constant feedback loops, reducing risk and ensuring a product fit for both current needs and future growth.
Key features included:
Magic Links
Magic Link authentication to drive frictionless engagement from email/SMS campaigns.
Push Notifications
Cross-browser push notifications for re-engagement.
Theme & Page Generator
Fully customisable theme and page generator, enabling non-technical staff to build and launch apps without developer support.
Multi-device Compatibility
Multi-device compatibility with install-to-homescreen and offline mode
Automated infrastructure provisioning
Automated infrastructure provisioning - including per-tenant custom domains
Seamless Integration
Seamless integration with our client’s loyalty platform
The Impact
The platform has become valuable intellectual property (IP) for our client’s business and a key growth driver:
Over 60 branded apps provisioned and launched to date
Significant reduction in time-to-market for new clients
Wider accessibility due to its web-app nature
End-user engagement up, with positive usability metrics
Built to scale well beyond the current client base with minimal ongoing maintenance
Reduced cost and complexity of client onboarding
Strengthened our client’s market position by enabling rapid, tailored deployments
Multi-tenanted platforms like this come with unique challenges - from security to provisioning to user experience. Solving them is what we do best.
“True9 understood our business, took ownership from day one, and delivered exactly what we needed. On time, on budget, and beyond expectations.”
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