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New Salesforce-based application for customer retention programs: DEFACTO Loyalty Engine now available through Salesforce AppExchange

The technological challenges involved in managing customer retention programs are growing in complexity all the time. The answer lies in turnkey solutions that combine the know-how of several providers. DEFACTO X is positioning itself increasingly as a product developer in this field. Businesses that plan customer retention programs based on Salesforce solutions will soon be able to tap into DEFACTO X’s 20+ years of loyalty experience. Enhancing the relevant potential of the Salesforce universe, the DEFACTO Loyalty Engine is now available via AppExchange, the Salesforce marketplace for business applications.

Functionality: With loyalty programs, customer activation mechanisms are frequently based on points systems. The Loyalty Engine calculates these points by evaluating various types of data. This includes data from digital and from offline contact points, data from all interactions between the customer and the provider - such as purchases, social media likes and the sharing of content online - and data from CRM and the point of sale. The goal is to collect and process information about customers such that communication can be optimised - in terms of the content itself and ensuring it takes place at the most suitable time of day. Time is a major factor here. The Loyalty Engine works with real-time data, which has a positive effect on efficiency and the cost-effectiveness of all kinds of customer retention measures. DEFACTO X product manager Brigitte Müller says: "The functions of the first release already enable our customers to manage international loyalty programs." Moreover, the Loyalty Engine is being continuously developed and advanced.

Award: At the Salesforce World [email protected], DEFACTO X received a 2018 Independent Software Vendor (ISV) Partner Award for the Germany, Austria, and Switzerland region, recognising the DEFACTO Loyalty Engine as a solution that combines in-depth knowledge of customer requirements with the broad opportunities of Salesforce technology. The DEFACTO Loyalty Engine offers considerable added value to shared customers.