YegertekOne 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.
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.
The Challenge
- ✕Split member records. Points earned online aren't visible in-store because the systems don't share a member record.
- ✕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
Discover
Map every channel that touches the customer — POS, e-commerce, app, call center, branch — and define the earn and recognition behavior for each.
Design
A unified data model designed to hold events from every channel without reconciliation gaps.
Deploy
Engage 365 integrated across all channels by Yegertek's own consultants.
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
- ✓
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