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Yegertek
Omnichannel Loyalty

One Loyalty Program Across Every Channel

A customer who shops online, picks up in-store, and contacts support by phone is one customer — but many loyalty programs treat each of those interactions as belonging to a different member in a different system.

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Overview

A customer who shops online, picks up in-store, and contacts support by phone is one customer — but many loyalty programs treat each of those interactions as belonging to a different member in a different system. Yegertek builds omnichannel loyalty programs on Engage 365 where every earn event, every redemption, and every service interaction posts to the same member record, regardless of channel. Getting there is less a technology purchase than an organizational one: it requires IT, store operations, and the call center to agree that a single shared member record outranks whatever system each team currently treats as its own source of truth.

The Challenge

  • ✕

    Split member records. Points earned online aren't visible in-store because the systems don't share a member record.

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    Channel-specific redemption. Members who can only redeem in one channel will simply not redeem — redemption is the moment the program proves its value.

  • ✕

    Inconsistent recognition. A gold-tier member treated as a stranger by a call-center agent because the agent's system doesn't show loyalty status destroys program credibility.

Our Approach

One member record behind every channel. Earn and burn events from POS, e-commerce, app, and call center all post to a single Dynamics 365 record in real time. Redemption available everywhere. Engage 365 manages reward redemption across in-store, online, and app channels — the member chooses where to spend, not the program design. Recognition consistent across touchpoints. Puzzle surfaces loyalty status to frontline staff in-store and at the service desk, so the member is recognized the same way everywhere.

Capabilities

Outcome-labeled features, not a laundry list.

Real-time cross-channel earn processing

Points from every channel post to one balance instantly

Omnichannel redemption via Engage 365

Members redeem in-store, online, or in-app — their choice

Consistent tier and status recognition

Member's tier visible to every staff touchpoint through Puzzle

Unified member profile

One record for all loyalty, service, and purchase data across channels

Cross-channel behavioral analytics

Rubix surfaces how members move across channels and where retention breaks down

Business Benefits

Omnichannel loyalty programs that share a single member record eliminate the most common source of member frustration — a points balance that doesn't match across channels, or a tier status that disappears at a different touchpoint. Recognition that is consistent across the call center, the store, and the app makes the program feel like a real relationship rather than a transactional card scheme. And because every interaction posts to the same record, Rubix can identify the channel patterns that predict retention or churn — which is rarely possible when each channel holds a separate data silo.

Implementation Process

1

Discover

Map every channel that touches the customer — POS, e-commerce, app, call center, branch — and define the earn and recognition behavior for each.

2

Design

A unified data model designed to hold events from every channel without reconciliation gaps.

3

Deploy

Engage 365 integrated across all channels by Yegertek's own consultants.

4

Grow

Channel performance monitored and cross-channel earn patterns analyzed to identify where the program drives the most retention value.

Technology Stack

  • ✓

    Core engine: Engage 365 on Microsoft Dynamics 365

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    Redemption: Engage 365 for multi-channel reward management

  • ✓

    Frontline: Puzzle for in-store and branch staff

  • ✓

    Analytics: Rubix for cross-channel behavioral analysis

Integrations

  • ✓

    POS systems: Real-time earn at physical retail and hospitality touchpoints

  • ✓

    E-commerce platforms: Online earn and redemption

  • ✓

    Mobile app: Member-facing balance and redemption

  • ✓

    Call center / CRM: Service agents see loyalty status in real time

Frequently Asked Questions

Engage 365 connects to POS, e-commerce, and app platforms via API — the member record is unified regardless of what systems the channels run on.

Yes — Engage 365 manages redemption across all channels; the balance is shared.

Through the CRM — agents see the full Dynamics 365 record including tier status, point balance, and recent transactions.

A multichannel program is present on multiple channels but treats each as a separate ledger — balances and history don't carry over. Omnichannel means every channel reads and writes to the same member record, so the member experiences one program regardless of where they interact with it.

The main prerequisite is a willingness to route every channel's earn and service events through one data model — which usually means IT, store operations, and the call center all need to agree to a shared member record rather than each defending a separate system of record.

Compare retention and repeat-purchase behavior for members who engage across two or more channels against single-channel members — the lift from cross-channel engagement is usually the clearest evidence the unified program is paying for itself, and Rubix surfaces that comparison directly.

Ready to see Omnichannel Loyalty Program in action?