Retail chain (NDA): loyalty program, receipts and bonuses from 1C in Creatio
A retail chain kept customers, receipts and bonuses in 1C, which made segmentation and personal communication difficult. SYNTECH integrated 1C with Creatio through an API so marketing sees every customer's purchases, bonus balance and loyalty level and can reach them in messengers.
About the client
The client is a retail chain selling consumer electronics in stores and online, with a loyalty program, cashback, promo codes, trade-in and product insurance. The company name is not disclosed under NDA.
The challenge
- ✕Customer, purchase and bonus data lived in the accounting system and was not usable for marketing.
- ✕Customer statuses such as VIP, potentially profitable or lost could not drive communications.
- ✕Loyalty members registered through Viber and Telegram bots needed a single customer profile.
The solution
Customers and loyalty profile
- •Customers are created and updated from 1C with store of registration, loyalty membership, loyalty level and customer status.
- •Viber and Telegram bot registrations and preferred messenger are stored on the contact.
Receipts as orders
- •Each receipt arrives in Creatio as an order: store, online or offline channel, cashier, seller, sale or return.
- •Line items include quantity, price, discount, cashback and promo code; payments include type and method, including installments.
- •Insurance and trade-in flags are captured for analysis.
Bonuses and products
- •Bonus balance, accruals and write-offs by bonus type are synchronized to Creatio.
- •Products, categories and brands come from 1C.
Reference data API
- •Endpoints for stores, employees, brands, categories, operation types, payment methods and types, bonus types and customer statuses keep dictionaries consistent.
Results
- Marketing sees purchases, bonuses and loyalty level for every customer in one CRM profile.
- Segments by status, loyalty level, store, channel and purchase behavior are built on live data.
- Customer communication in Viber and Telegram is based on real purchase history.
Technologies
- Creatio
- REST API integration with 1C
- Loyalty data model
- Viber / Telegram bots
- GMS messaging