A Brief on How IBT Build Loyalty & Retention for Retails
Challenge:
Amajor retail brand in the UAE wanted to improve its loyalty program experience. Customers were facing delays in card activations and limited assistance for points and rewards queries. Feedback collection was manual, and insights were getting lost in silos across branches.
Solution:
IBT developed a centralized customer support framework for loyalty and retention. We trained agents to handle activations, reward queries and personalized customer engagement.
Integration with the client’s CRM allowed for real-time updates, while outbound calling campaigns were used to collect structured feedback.
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Summary Results
- Loyalty card activations increased by 37%.
- Retention improved by 29%.
- Real-time reporting enabled faster campaign decisions.
The client now operates with a seamless loyalty support system that builds stronger customer relationships and turns satisfaction into measurable growth.
