Saas Loyalty Management System Application & API for Businesses

As small businesses increasingly recognized the value of customer loyalty programs, many struggled to implement and manage these initiatives effectively. At Lumi Business, we observed that our small business clients were facing challenges in retaining customers and driving growth due to a lack of accessible tools for creating and managing loyalty campaigns. Existing solutions were often too complex, didn’t integrate well with their current systems, or simply didn’t meet their specific needs.

To solve this problem, I led the development and launch of a tailored loyalty SaaS solution designed specifically for small businesses. This wasn’t just another off-the-shelf product; it was a platform built with the unique challenges of small businesses in mind. The solution provided an easy-to-use interface that allowed businesses to create, customize, and manage their loyalty programs without needing specialized technical skills.

Industry & Product

• Industry: Business Management Tools
• Product: Loyalty Management Tool for Small Businesses

Target Users

• Stores
• Retailers
• Merchants
• Business Owners
• Restaurants
• Pharmacies

1. User Research & Market Analysis

• In-Depth User Research: Conducted extensive interviews and surveys with small business owners to deeply understand their challenges, needs, and preferences related to loyalty programs.
• Market Opportunity Identification: Analyzed the competitive landscape to identify gaps, positioning Lumi Business’s loyalty solution as a superior offering in the market.

2. Product Development

• Feature Development: Led the development of core platform features, including points management, gift card creation, system integration, and customer-facing portals.
• Customizable Loyalty Programs: Developed tools that provided businesses with flexibility in how they reward and engage customers, ensuring the platform could meet varied business needs.

3. Product Launch

• Strategic MVP Launch: Managed the MVP launch, ensuring that the initial product included essential features while leaving room for future enhancements based on user feedback.
• Cross-Functional Collaboration: Worked closely with engineering, design, and marketing teams to ensure a smooth and successful product launch, aligning all stakeholders with the product vision and goals.
• User Acquisition & Engagement: Developed strategies to drive initial adoption and ongoing engagement, particularly among large retailers who could derive significant value from the platform.

• Points Management System: Enabled businesses to create, track, and manage loyalty points, offering a flexible structure for customer rewards.
• Gift Card Creation & Redemption: Allowed businesses to generate gift cards that customers could purchase or redeem using loyalty points, adding a layer of value to the loyalty program.
• Seamless System Integration: Integrated with payment gateways and inventory management systems to ensure that loyalty activities were accurately tracked and seamlessly processed.
• Dedicated Customer Portal: Provided a whitelabeled customer portal, allowing end-users to check their loyalty points, balances, and redeem rewards with ease.
• API Exposure: Offered API access to developers, enabling businesses to create custom integrations and extend the platform’s functionality to suit their unique needs.

• Adoption by Major Retailers: Achieved rapid adoption by large retailers within the Lumi ecosystem, demonstrating the platform’s effectiveness and scalability.
• High User Engagement: Successfully engaged over 500,000 end-users within the first year, reflecting the platform’s ability to drive significant customer engagement and loyalty.
• Revenue Growth: Contributed to revenue growth by introducing a subscription model for the loyalty platform, which became a new income stream for Lumi Business.

• Challenge: The initial product version was too broad, targeting multiple niches without a clear focus, which limited customer acquisition.
• Solution: Refined the product strategy by initially focusing on pharmacies, a segment with a strong existing customer base for Lumi’s payment solutions. After successfully launching for pharmacies, additional features were added to cater to other industries.