SUMMARY:

Our client needed to urgently roll out one of SA’s largest Loyalty Programmes. Working with multiple teams, stakeholders and vendors, Analyze helped to take the project from conception to new loyalty cards being swiped across the length and breadth of the country—in record time, and at scale.

“We approached Analyze, amongst others, to help us implement our ambitious vision. Our goal: to transition from a partnership model to owning our own loyalty programme outright, all within a six-month window.”

Client, Head of IT

KEY CHALLENGES:

This project had to navigate multiple complexities, including new systems, change management, legalities, Dealership buy-in, technical data management, client-facing advertising teams, and forecourt training to name a few!

• Aggressive Timeline: A six-month deadline from concept to full rollout required extraordinary efficiency.
• System Integration: The team needed to navigate new systems, including a shift to a new industry-leading CRM tool.
• Multiple Stakeholders: Coordinating with various global teams and vendors added layers of complexity.
• Change Management: Internal transitions and the introduction of a new way of working within the organisation posed additional challenges.

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THE ANALYZE SOLUTION:

Our specialist consultants oversaw project delivery management of both global and local teams and
vendors, then oversaw the roll-out and deployment of the programme across 500 different sites nationwide. Our work included:

• Planning, Costing & Delivery: Defined the delivery roadmap which enabled the 6 month delivery goal without compromising quality of the product launched into the market.
• Resource Mobilisation: Assembled a dedicated team whose previous experience with similar platforms accelerated the execution.
• Ongoing Communication: This was a multi-million dollar project that encompassed a diverse range of people, technology and processes spread around the world. We ensured all parties were kept informed and engaged throughout the project, fostering trust and accountability.

“The speed at which we executed was remarkable, turning plans into action in a way that exceeded all expectations. From conception to customers swiping their new loyalty cards across the length and breadth of the country, this team achieved the near-impossible in under 6 months.”

Client, Head of IT

IMPACT AT A GLANCE:

• Rapid Pilot Launch: The family and friends trial pilot went live just four months after initial discussions.
• Nationwide Rollout: The programme was then successfully launched across the country, achieving the “earn” phase as planned.
• Fast-paced Implementations: The “burn” phase—where customers could redeem points—followed just three months later, a significant reduction in time based on the client’s previous launches.
• Significant Adoption: Over 52,000 new cardholders registered in the soft launch week, with transaction volumes surpassing initial projections.
• Improved System Utilisation: Challenges with adoption of a new core payment platform were overcome with only 2 out of 500 sites still needing to convert, down from over 100 previously. According to the client, this result indicates a restoration of trust and teamwork within the organisation’s various departments.

OUR INSIGHTS:

Agility is Key: With tight deadlines, maintaining a growth mindset is vital. When challenges arose, we quickly reframed them as opportunities for innovation and collaborative problem-solving. As the client said, “Analyze’s consultants were brilliant at resource maneuvering, demonstrating quick thinking and calm stability at any hour.”

Real > Ideal: Don’t let the chase for perfection hinder your team’s progress. As our consultant, Karisa, stresses, “Define a minimum viable product (MVP) for quick deployment instead of aiming for perfection. Focus on making the most impact in the shortest time,” she advises, emphasising the need for incremental improvements based on user feedback to avoid over-investing or missing deadlines.

Collaboration is Crucial: The team’s commitment to working together under pressure was critical to our success. Their ability to swiftly problem-solve and stay dedicated to common goals proved invaluable. “Bringing the right people together to problem solve on the spot was crucial to our success,” reflected one such consultant. “We navigated challenges calmly and effectively, ensuring quality outcomes.”

“Analyze was incredible. The success of the Loyalty Programme not only set a benchmark for future projects but also established a stronger foothold in the market, pushing competitors to follow our lead rather than the other way around.”

Client, Head of IT

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