Renfe Centralises its Loyalty Programme with Salesforce Loyalty Management
Executive Summary
Timestamp designed and implemented a platform based on Salesforce Loyalty Management and Service Cloud to centralise the management of Renfe's loyalty programme.
The solution brings together member management, promotions, benefits, membership tiers, service requests and loyalty programme operations within a single platform, synchronising information with corporate systems in real time and automating the entire loyalty lifecycle to enhance customer experience and support future commercial initiatives.
The Challenge
The client required a single platform to manage its loyalty programme end to end, simplifying the administration of members, promotions, benefits and customer service requests.
The project aimed to establish Salesforce Loyalty Management as the core of the company's loyalty strategy by iintegrating it with corporate systems to synchronise customers, transactions, points accrual and redemption in real time. At the same time, the solution needed to maximise the use of standard Salesforce capabilities to ensure scalability, maintainability and long-term evolution.
The Solution
Timestamp designed a solution based on Salesforce Loyalty Management and Service Cloud, prioritising standard platform capabilities while introducing custom developments only where they delivered clear business value.
End-to-End Loyalty Programme Management
End-to-end management of the loyalty programme with a unified view of members, including accounts, membership tiers, benefits, promotions, transactions, points activity and service requests.
Customer Service and Process Automation
Management of loyalty-related service requests through Service Cloud, together with automated business processes and customer communications to improve operational efficiency and customer experience.
Integration and Scalability
Bidirectional integration with corporate systems to synchronise customers, purchases, transactions and promotions, supported by an architecture designed to accommodate future campaigns, benefits and integrations.
Business Impact
Solution Scope
Salesforce Loyalty Management
Implementation of a centralised platform for managing the loyalty programme, promotions, customer benefits and membership tiers.
Salesforce Service Cloud
Management of customer service requests, member support and end-to-end case management for the loyalty programme.
Integrated Platform
Business process automation, integration with corporate systems and a scalable architecture supporting the ongoing evolution of Renfe's commercial strategy.
The Client
Renfe is Spain's national railway operator and one of Europe's leading passenger and freight transport companies. The company continues to invest in digital transformation initiatives that enhance customer experience, strengthen loyalty and deliver increasingly personalised services.
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