Reconcile marketing vision with IT requirements
Our Expertise
From strategic vision to operational excellence
Benefit from a blend of ESN and agency expertise that brings business and technical perspectives together. We combine creativity with agility to design effective customer journeys and build the technical foundations for your programme. A single team supports you through the two key phases of your programme:
- Implementation: from business and marketing design to technical deployment and launch plan.
- Operations: from the ready-to-use technological solution to day-to-day management, including marketing activities and reward management.
We manage your project from start to finish to ensure seamless knowledge transfer and alignment of all project stakeholders.
- Workshops to define functional requirements
- Interviews with project stakeholders
- Qualitative research on target customers
- Drafting of functional specifications
- Business plan
- Revenue model
- Website and mobile app development
- UX design
- Defining KPIs
- Sourcing rewards
- Recruitment and ramp-up plan
- Content and launch campaigns
- Technical requirements workshop
- Drafting of technical specifications
- Bilendi platform configuration
- API configuration and development
- Custom development
- Technical and acceptance testing
- Project management
- Construction management
- Steering committee
- Coordination of internal stakeholders
- IT department / third-party partner bridges
- Testing and acceptance support
- Mission scoping
- Quantitative/qualitative performance analysis
- Loyalty mechanism evaluation
- Animation/communication plan analysis
- Strategic recommendations
- Operational roadmap
- Customer data analysis
- Field feedback collection
- Customer segmentation
- Voice of the customer collection
- Satisfaction barometer
- Quantitative/qualitative studies
- Customer knowledge
- Communication and activation plans
- Editorial committees and content creation
- Campaign management
- Marketing automation
- Community management
- Independent and sovereign cloud
- Shared or dedicated infrastructure
- Artificial intelligence
- Application maintenance
- Managed services / platform managed services
- Data security / GDPR compliance
- Daily programme administration
- Behavioural analysis and reporting
- Performance analysis and reporting
- Advanced member segmentation
- Benchmarking of existing programmes
- Quarterly strategic committees
- Innovations and industry trends
- Artificial Intelligence integration
- Activation of existing modules
- Development of ad hoc features
- Mechanical loyalty enhancement
- Gamification and competitions
- Continuous sourcing and catalogue updates
- Seasonal and calendar-based promotions
- Negotiation of exclusive partnerships
- Integration of your products or services
- Order fulfilment
- Stock management
- Member support
- Business user support
- Form/Phone/Email/Bot
- Post-purchase reward service
- Data set curation(data sets)
- Marketing fulfilment
Banking and insurance services
Target individuals, young professionals, private banking clients, businesses, freelancers, or internal teams such as branch advisers and sector specialists.
Within your IT department's security policies, promote the use of payment cards and cash withdrawals, and encourage clients to adopt products such as savings accounts, contractual savings plans, investments, insurance, and income protection, based on their existing holdings or assets.
Reward clients for taking up discounted products or package offers. Encourage them to support local cooperative projects or foundation initiatives.
Construction and public works
Engage tradespeople, small and medium-sized construction firms, architects, DIY enthusiasts, or your own field sales teams, store managers and wholesale managers.
Within your pricing guidelines, encourage purchases of new product ranges and installations, such as high-performance insulation, bio-based materials, smart home systems and professional tools, based on sales volume, order frequency or new installations.
Reward customers with professional or personal gifts, discounts or services. Involve your network in local waste recycling schemes (EPR) and other similar initiatives.
Foodservice and catering
Target restaurateurs, butchers, bakers, snack bar owners and caterers, as well as your own foodservice sales teams, delivery drivers and area managers.
Encourage digital ordering and efficient supply management, while promoting new product lines such as local and seasonal produce, premium ranges and eco-friendly packaging, available loose, by the piece, by the pallet or by the kilo.
Reward clients with professional equipment (knives, display cases, uniforms, etc.). Build partnerships with local farmers and support initiatives to reduce food waste.
Tourism and leisure
Target frequent travellers, families, business travellers, corporate groups, and, internally, your receptionists, front-desk agents and property managers.
Increase direct bookings and online check-ins, while promoting new services such as room or vehicle upgrades, excursion packages, spa access and cancellation insurance, based on stay frequency, spend and customer preferences.
Reward customers with free nights, complimentary rental days or discounts on travel options. Encourage travellers to take part in your carbon offset programmes or support local heritage and food waste initiatives.
Media and entertainment
Reach readers, listeners, viewers, digital subscribers, advertisers and media agencies. Internally reach your journalists, content creators and sales teams.
Increase content consumption and social media engagement, while driving subscriptions to new offers such as premium plans, multi-platform access, VOD and exclusive podcasts, based on engagement time or page views.
Offer audiences discounted subscriptions, preview invitations or ad-free access. Involve your community in editorial decisions or in funding special projects.
Retail and specialist distribution
Target regular customers, omnichannel shoppers, loyalty members, business customers, or internal teams such as in-store sales staff, branch managers and network coordinators.
Drive adoption of click and collect, digital receipts and new offers, including premium loyalty programmes, maintenance contracts and extended warranties, based on product type, range, basket value or visit frequency.
Reward customers with invitations to private sales or discounts on future purchases. Engage them in in-store collection and recycling initiatives.
Automotive sector
Target high-mileage drivers, families, model enthusiasts, tradespeople, taxi operators, fleet managers and other key customer groups. Equip your sales teams, service advisors, workshop managers, new and used car teams, and dealership managers to engage them effectively.
Increase test drives, online bookings, sales, quote requests and road test enquiries. Grow your business by tracking key metrics such as vehicle usage, sales volumes, annual mileage, workshop visit frequency and fuel or electricity consumption.
Reward customers with high-value benefits, including discounts on parts and labour, free diagnostic checks, complimentary washes, covered glass repair excesses, and targeted fuel or fast-charging offers.
Soft and shared mobility
Reach key users: regular cycle commuters, multimodal travellers, urban visitors and companies eligible for the Sustainable Mobility Package. Also engage internal stakeholders: fleet managers, public space regulators, charging providers and reception teams.
Increase app downloads, wallet top-ups, instant bookings, subscriptions and additional service sign-ups by leveraging journey frequency, usage time and distance travelled.
Reward users with immediate incentives: free unlocks, credited minutes or kilometres, free rides, or exclusive e-bike and scooter purchase discounts. Make every journey a civic contribution.
And also...
Whatever your sector, target your strategic audiences and engage your internal teams too.
Drive direct conversions, from bookings and online appointments to profile creation and donations. Increase additional service uptake through interaction frequency, usage time or average basket value.
Reward loyalty with tangible benefits that feel genuinely valuable.
Finally, give every interaction a civic purpose: involve customers, users and talent in your CSR commitments. Let them turn loyalty rewards into support for carbon offset programmes, payment round-ups for charities, local recycling initiatives or inclusion-focused associations.