Loyalty Program Technical Design and Project Management

 

THE SERVICES

• Project Management expertise
• Change Management expertise
• Testing Management expertise
• Data Migration expertise
• Integration expertise
• Business Analysis expertise in requirements and solution design

THE APPLICATIONS 

• Microsoft D365 ERP
• Microsoft MPOS
• Salesforce Commerce Cloud
• Microsoft Azure Service Bus
• ·Adobe Campaign Manager
• Microsoft CRM
• In-house Lead Management applications

 

THE BUSINESS

In 1979, Sir Michael Hill and his wife Christine opened their first jewellery store with a simple yet groundbreaking vision: to make fine jewellery accessible to everybody. 40 years later, Michael Hill has more than 300 stores in three countries. They remain committed to creating quality jewellery for their customers to cherish for a lifetime

The Objectives

it works were engaged to drive the implementation of a new omni-channel Loyalty program ‘Brilliance’, within a 6 month timeframe. Integrating it with the Michael Hill ERP, POS and online store, CRM, etc

The expertise provided by it works:

it works was selected to lead the project with Project Management and Business Analysis services;

  • Reviewing Michael Hill’s existing solution architecture to understand Loyalty capabilities of Dynamics D365 and Salesforce Commerce Cloud

  • Devising the technical design for implementing the new Loyalty program

  • Devising a project plan for building and implementing the new Loyalty program

  • Defining the requirements in the form of ‘user stories’ covering customer journeys and the data synchronisation of customer information and loyalty transactions across Michael Hill systems

  • Project Management and Governance of the development and implementation of the loyalty program online

  • Technical lead for the data synchronisation services, aligning data across the online store, Point of Sale, CRM and Adobe Marketing systems

  • Quality Assurance including testing strategy and test plan creation

The Outcome

A successful launch of the ‘Brilliance’ Loyalty program with high sign-up rates. This was all achieved through the combined efforts of the Michael Hill Marketing, Store Operations and e-commerce teams working closely with software vendor partners and it works providing leadership and subject matter expertise in ERP/POS/e-commerce systems.

The project delivered:

  • A true omni-channel loyalty system where customers can transact in store or online in the same way, taking advantage of Loyalty pricing, Loyalty vouchers and Loyalty promotions

  • Customer Loyalty information synchronised via the Enterprise Service Business across complex IT architecture and with data held in multiple systems including CRM, Digital Marketing, e-commerce website, in store POS, mobile POS and Sales leads applications