My Starbucks Rewards

Starbucks replaces legacy loyalty system with the ground-breaking Siebel Loyalty solution

Starbucks and Loyalty Methods (LM) partnered to deliver a high-performance Siebel Loyalty, Marketing and OBIEE solution for the My Starbucks Reward (MSR) program.

This program recognizes and rewards loyalty when customers pay with a registered Starbucks Card and is a very popular program for millions of Starbucks customers.

It’s not every day that LM gets to work with a top marketing and IT talent in a retail company that generated more than $10 billion in revenue in 2010, with a net income of just under $1 billion. Given the popularity and visibility of the My Starbucks Rewards program as well as its impact on incremental revenue, the stakes were high. We are happy to report that the LM and Starbucks team worked together to deliver a successful, scalable and powerful solution.

 


“In Q3 our My Starbucks Rewards program drove significant incremental business for us, and in fact, was cited in a recent customer survey as a top reason for increased visitation versus six months earlier.”

  • Parallel System Migration (PSM) cut-over method transitioned old system to new system, with zero downtime and zero customer impact.
  • Interface-by-interface cut over allowed for verifying each customer-facing interface before deciding to continue cutting over the next.
  • Eliminated per transaction costs associated with externally hosted legacy system.
  • A new and powerful way to define ad hoc promotions which will help further capitalize on the already effective and successful My Rewards program.
  • Unprecedented scalability with Siebel Loyalty batch engine component that delivers roughly 1 million transactions processed per hour.
  • Ground breaking store integration speed. Store transations are processed in real-time by Siebel at volumes exceeding 300tps and end-to-end response times below 300ms.
  • Project delivered in record time. Taking under 9 months for backend and website processing and an additional 3 months to roll out POS adapter to more than 6800 stores.
  • All of this done with 7 Loyalty Methods employees at peak work-load time. Go live in the last 5 months supported by only 5 LM employees.

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