Customer

Get to know your customers and give them exactly what they want

Loyalty is about delivering on a brand promise consistently. We provide innovative, packaged CRM, loyalty and cardless schemes to over 120 retailers, giving them the tools to continually improve customer service, drive loyalty and increase their share of each customer’s wallet.

"After a review of the market, BT Expedite’s retail CRM solution shone through. We currently partner with BT in the areas of merchandising and e-commerce and we’re looking forward to working closely with the CRM team and implementing our next phase of loyalty."

Jason Moon, IT Director, Notcutts

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Sales enquiries:

0870 850 6880

CRM Solutions

CRM

Make it easy for people to fall in love with your brand

You don’t build a committed relationship with a 10 per cent discount. It’s all about getting to know one another better.

Our loyalty and CRM solution gives you a 360° view of your customers with real-time connectivity across all sales channels. You can analyse customer profitability, track multichannel communications and unearth your best shoppers – while managing everything centrally.

And your customers will love it. Why? Because they get messages, suggestions and special offers that they actually want.

Your marketing budget will go further – with higher open, click through and conversion rates; more people spending more money, more often.

CRM & Loyalty

Clienteling

Build closer customer relationships that boost the bottom line

Clienteling increases customer satisfaction and improves productivity. It enables you to access historical customer behaviour to make recommendations and keep customers up to date on new products they may like.

Having this data to hand, you can focus on retention, reactivation, cross-selling and opportunity selling – the customer basics of: keep them coming; have them coming more often; interest them in more items per visit; and compel them to spread the word.

Our clienteling tool works seamlessly with our loyalty solution or can be integrated into your existing CRM solution for master data. It also includes:

  • diary and appointment planning
  • task management
  • style lounge
  • messaging/message board
  • notes
  • gift list manager

CRM & Loyalty

Insights & analytics

Demystify sales and get information you can act on

Our loyalty tool provides analytics to help you understand customer behaviour, capitalise on growth opportunities or address declining activity.

CRM data reveals the true picture of your sales – so you’ll know exactly which customers are shopping consistently, which buy high margin products – and who is less loyal. And know which parts of the business are being affected by this.

Our tool provides retail-specific analysis with the KPIs you require: RFMX, Cross Shopping, Purchase Cycle, Stats Analysis, Campaign Analysis, Channel Analysis. And you can create dashboards and generate tailored reports – emailed on a Monday morning at 7am to keep your finger on the pulse.

CRM & Loyaty

Best practice

Information is nothing, without understanding

A CRM tool can only give you so much. It’s the know-how that really makes the difference. With 25 years’ experience and a solution created specifically for retail, we can accurately calculate your loyalty ROI and make sure it’s achieved on time.

Our retail best practice is second to none. We’ve helped retailers with average customer values of close to £1million and those closer to … £20. It all counts. 

We’ll demonstrate the true value of customer data and insight, and show how it can help people right across the business – from buyers and merchandisers, sales staff and store managers right up to board members and retail directors – to make better decisions.

CRM-5

e-gift cards and mobile vouchers

Easy to sell, easy to track, easy to manage, easy to use

In an increasingly cashless society, consumers want flexible, simple ways to redeem electronic gift cards or vouchers. As well as reducing your cost of ownership by up to 30 per cent (compared with paper-based vouchers), our award winning gift card management solution:

  • provides real-time updated balances
  • makes gift cards redeemable across the business as soon as they are activated
  • can be topped up for repeated use
  • reduces fraud
  • increases front-end productivity – with transactions performed in under 30 seconds.

Our mobile marketing solutions also enable you to leverage your customer insight and offer highly focused promotions direct to a customer’s mobile.

CRM & Loyalty

Points-based loyalty

Set up and tailor a flexible rewards programme that really meets your needs

Our points-based reward manager tool is a multichannel, multicurrency, multi-geography, multi- or single-tiered solution that provides you with the flexibility you need to tailor your points programme. It’s been developed over 20 years and is used by retailers in the US, Australia and the UK.

It’s flexible enough to work with vouchers, multi-purpose loyalty cards, voucher clouds, text messages and smartphone apps. And reward redemption can be push or pull – immediate discounts at the till or monthly/annual voucher awards.

You can choose to manage the loyalty tool (or parts of it) in-house  or we can take care of it for you.

CRM Solutions

Digital marketing

Be the best that you can be online

We work with retailers to plan, deliver and optimise innovative digital campaigns, leveraging all channels and the latest technologies to boost engagement, conversion and loyalty.

We’ve developed a complete suite of products and professional services designed to maximise digital consumer engagement. It’s the ultimate digital marketing mix, incorporating:

  • custom design and web development projects for social and microsites
  • AB & multivariate testing
  • Facebook campaigns
  • email marketing
  • analytical and data insight services.

"Having seen what BT Expedite has already achieved with some of Britain's most famous retailers, we're very confident that we will have new systems that will help our staff, whilst providing a superior, customer experience across all channels. Crucially, we believe that BT Expedite's years of experience will enable the implementation to be completed without any interruption to business flow during installation"

Managing Director, Charles Clinkard

Get the data
Contact us

Sales enquiries:

0870 850 6880

Case Studies

Omnichannel

Fat Face: Omni-channel

With an old point of sale (POS) system struggling to cope, Fat Face needed something that would better support the company’s omni-channel and intern ...

Managed Services

Austin Reed: End to End Solution

An end to end BT Expedite solution mitigates risk and enables business sustainability for Austin Reed Group, while radically improving sales and custo ...

From the blog

Pets off the leash

Why go mobile? That’s the question many retailers are wrestling with at the moment and there are many watching the trendsetters for evidence of ROI. As someone who has led a successful in-store mobi...

Tanya Bowen Tanya