- Rebate Program
A home goods retailer was frustrated with the rebate program it had been running for many reasons — the program occurred outside the customer buying experience, left valuable vendor dollars on the table, and featured a painful customer submission/redemption process that did not result in positive brand associations.
Ohana created a retailer–branded “Rewards Center” portal and platform that provided the following:
- Easy Rebate Submission
- Real-time Rebate Status Tracking
- Choice at Redemption
- Exciting Follow—on Offers (both online and in–store)
For the Retailer:
- Customer Data Capture/Profiling
- Targeted Customer Communications
- Actionable Analytics
- Program/Platform Management
Using the Rewards Center, consumers redeemed $24.5 million in vendor–funded rebates through the platform, and over $10 million of those reward dollars were spent back with the retailer in the form of incremental sales through Ohana’s Return of Customer Spend (RoCS™) strategy.
This solution unified all of the retailer’s vendors on one platform, streamlining the retailer’s operational processes. Ohana even managed vendor billing and customer rewards fulfillment, so the retailer could focus on its core competencies while relying on Ohana to execute its area of expertise: rebate and rewards operations.
Everybody wins — customers have a great experience, the retailer increases sales and customer engagement/satisfaction, and manufacturers sell more products through the retailer!
- Loyalty Program
A large consumer electronics retailer was having difficulty attracting customers to join its newly–launched loyalty program. As IT resources and marketing dollars were limited, finding a low overhead solution was a must.
Ohana took a holistic look at the retailer’s promotions and realized that the retailer had an opportunity to drive customers to the new loyalty program participation by integrating it with its rebate program.
Unifying the loyalty and rebate programs into a single, efficient platform, and outsourcing the operations to Ohana, helped the retailer keep launch and ongoing program costs low.
With Ohana’s rebate platform in place, the retailer gained a more powerful rebate solution that pulled all vendor rebates into a single platform and offered significantly improved marketing capabilities. Ohana customized the platform to allow customers to apply for the loyalty program at the time their rebate submission. By further linking the programs so customers could select loyalty points (in lieu of cash) as an option for rebate redemption, membership in the loyalty program was further increased.
Awareness of and participation in the retailer’s loyalty program jumped following the integration. The retailer saw a 35% increase in revenue generated by the loyalty and rebate programs.
Ohana’s extensive industry experience presented the retailer an innovative solution it had not previously considered (or known was possible!). The integration helped the retailer significantly improve the ROI of both its rebate programs and its customer loyalty program.
- Vendor Sponsored Rebate Program
Vendor Sponsored Rebate Program
A mass merchandise retailer had offered vendor sponsored rebates in the past, but felt like the considerable time and effort needed to take advantage of this “free” vendor marketing money were too great to make vendor sponsored rebates a primary strategy.
Ohana showed the retailer how its approach could consolidate all vendor sponsored rebates on a single platform, provide a streamlined experience for customers, and drive customers to spend their rebate dollars back in the retailer’s stores.
The retailer quickly agreed to this approach. Ohana implemented its RoCS™ (Return of Customer Spend) platform, aggregated available vendor rebates, and handled the management and fulfillment of the program.
Through its custom online rewards center, the retailer was able to offer more and better rebates to its customers and the retailer’s team actually spent fewer hours managing the program than they had previously.
Working smarter, not harder is what the Ohana RoCS™ rebate platform is all about. This retailer was able to expand the number of vendor rebates offered and increase their sales while reducing overhead & operational headaches.
- Sweepstakes Program
A regional grocery chain wanted to increase its average basket size and collect deeper marketing intelligence. The grocer was looking for a promotion that would be fun & exciting for customers, and that had a strong tracking & measurement component so that the marketing team would gain a better understanding of its customers.
Ohana proposed a sweepstakes during the summer months. By purchasing several picnic-related items in one visit, customers a chance for an all-expense paid vacation, tickets to amusement parks, shopping sprees and other prizes. Customers could also earn a chance by submitting photos of their summer picnics and were encouraged to do so via in-store, online and social marketing.
Ohana provided campaign strategy and all the online, processing, and premium fulfillment services needed, including:
- Designing, building and hosting a branded-website with easy consumer sign-up and tracking of drawings
- Creating and developing sweepstakes terms & conditions
- Managing State filing and bonding
- Delivering content for various marketing materials (in-store, print, web, social, mobile)
- Drawing of prizes and notification and verification of prize winners
- Prize fulfillment and customer service for affidavit paperwork and tax filings
The 6–week promotion generated a great deal of customer interest and participation. The picnic items featured and promoted through the program were up from historical levels and average basket size increased. The detailed and real-time reporting allowing the marketing team to see exactly what appealed to customers.
Sweepstakes create excitement, engagement, and awareness. Ohana’s strategy and platform enabled the grocer to create a program that achieved its goals and set them up for future success.