About the company
Al-Futtaim Group is a diversified conglomerate operating globally in various sectors including retail, Automotive, Real Estate, Hospitality, Education, Healthcare, and Insurance. They generate an annual revenue of approximately USD 12 billion. The group’s operations span across multiple regions including the UAE, Oman, Qatar, Kuwait, KSA, Bahrain, Egypt (MENA), Singapore, Malaysia, Thailand,
Hong Kong, Macau.In this dynamic landscape, effective customer engagement becomes paramount. Al-Futtaim recognised the need to enhance interactions at various touch points to drive revenue growth and foster customer loyalty.
The Challenges
Limited Reach
Al-Futtaim’s existing Gift Card loyalty program was confined to physical cards within the UAE retail segment. As the company expanded across multiple geographies, new registrations grew at a slower pace dueto these limitations.
Cross-Sectorand Cross-Country Utility
The existing program’s constraints hindered Al-Futtaim’s ability to offer seamless cross-sector and cross-country utility to its customers.
Unified Brand Currencies
Al-Futtaim sought a way to enable customers to store and use various types of brand currencies in a single, convenient location.
Omnichannel Gap
Their existing program lacked omnichannel capabilities, limiting customer engagement across various touch points. Hence Al- Futtaim wanted to implement a versatile solution to improve their customer experience.
The Solution
Al-Futtaim group partnered with Qwikcilver by Pine Labs to launch a closed loop wallet and closed loop prepaid card program called the Blue Rewards Wallet and Prepaid Program. This program was a revolutionary multi-currency, multi-country platform that fundamentally transformed how customers engaged with Al-Futtaim’s extensive brand ecosystem.A seamless wallet API integration and a closed loop prepaid card solution by Qwikcilver, helped Al Futtaim group to:
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Process all gift card transactions in real-time -
Launch a consumer-facing mobile app to allows customers to use AL Futtaim’s wallet and gift card balance across multiple brands -
Distribution of gift cards through multiple distribution capabilities
Solution highlights
The rewards program involved:
| Multi-currency & multi-country capabilities | Tailored for Al-Futtaim’s expansive geographical footprint, allowing seamless wallet transactions across regions in Middle east, Africa and Asia. |
|---|---|
| Omnichannel, multi-currency wallet | Improved convenience and utility across both online and offline stores with a single wallet to redeem all gift cards and other brand currencies. |
| A consumer-facing Mobile app | Customers have the option to purchase prepaid cards for self-use, add gift card balance to the wallet (top-up into the wallet) or gift it to someone through the app. |
Results
Increased Gift Card Sales:
Al-Futtaim achieved a staggering 25% increase in gift card sales, directly impacting revenue growth.
Membership Expansion and Improved Customer Engagement:
Registrations for the Blue Rewards Wallet program surged by 3.5 times.
Global Adoption:
Al-Futtaim extended their program beyond the retail division, enabling usage across all Al-Futtaim brands and 12 operating countries.
Enhanced Customer Experience:
Qwikcilver’s wallet solution enabled all customers to view and easily redeem all gift cards, refunds and cashbacks at checkout and make seamless payments for all customers.
New Revenue Stream:
Al-Futtaim used gift card sales tools to proliferate gift cards across corporates through Qwikcilver’s distribution capabilities.
Conclusion
The strategic partnership between Al-Futtaim Group and Qwikcilver by Pine Labs has been nothing short of transformative. By introducing the Blue Rewards Wallet and Prepaid Program, Al-Futtaim achieved remarkable results:
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Increased sales by 25% -
Expanded membership registrations by 3.5 times -
Enabled multi-country adoption and usage -
Enhanced the overall customer experience
Now it’s YOUR turn
Unlock the power of Qwikcilver’s solutions for your business. Contact us today to revolutionize your customer engagement and drive growth.