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Program goals /images/cases/hp-smb-loyalty/smb-loyalty-01.jpg Program migration path /images/cases/hp-smb-loyalty/smb-loyalty-02.jpg

SMB loyalty

HP global

The challenge

To make customer loyalty more effective, HP planned the integration of its three global existing platforms to one single, centrally managed customer loyalty platform, based on Siebel 7.5 and other IT applications. Pepper’s task was to merge and manage the various business requirements of the three marketing programs into one central infrastructure.

The idea

In order to facilitate the integration, Pepper started with an analysis to determine the business requirements and differences of the existing platforms. At the same time, Pepper asked HP’s employees how ready they were to support the introduction of the program, e.g. through user acceptance tests and briefings. Based on the results of these, Pepper created an interface between the respective EMEA program management and the technical departments in EMEA and worldwide. The requirements of the existing customer loyalty programs were integrated in the global Siebel 7.5 infrastructure.

The result

• Successful integration of the three marketing IT platforms to a centrally managed infrastructure
• Introduction of program in two countries in EMEA and Asia-Pacific
• Smooth transition without negative impact on regular customers or customer communication