An Idealpos Engage Case Study
Loved by locals and those passing through the Coffs Coast, the Macksville Hotel is a local landmark. A relaxed and friendly vibe and great food have made this pub one of the area’s favourites.
With a key focus on the customer experience, when they were looking for a loyalty solution to drive more business, venue manager Karl Spear wanted to ensure the experience for his customers and staff was simple and didn’t add any friction or time to the transaction.
When Idealpos reseller, Mat Fens from POSBUS introduced him to the newly launched Idealpos Engage upgrade for Idealpos loyalty, the team at Macksville were keen.
‘Customer experience is important to us and so when we were looking at launching our loyalty offering this was key,’ said Speer.
‘Loyalty programs are a key part of the Australian hospitality landscape but often they aren’t delivered as a seamless experience from sign up to on-premise and supported by a communications strategy that drives engagement and retention. That’s why Idealpos has partnered with customer retention experts Impact Data to deliver Idealpos Engage’ said Idealpos CEO Louis Badham.
‘We wanted to reduce the friction of sign-up in high-traffic hospitality and retail businesses by moving to a digital sign-up page accessed by a QR code. This lets customers download a digital member card stored in their Apple or Google Wallet.
We then connect Idealpos to an Impact Data TalkBox account for the client and TalkBox analyses the visitation and spend patterns of members and triggers automated messages to keep them engaged and revisiting.
Idealpos Engage is all about an end-to-end solution for hospitality and retail businesses that takes all the work out of loyalty for the business and their staff and most importantly their customers’ said Badham.
Going digital pays off for Macksville Hotel
Over 50% of the Macksville members have signed up for the Digital Loyalty Card within 30 days of launching with over 150 new customers added in the first month since launch. Plus these members are spending slightly more with each transaction.
Moving to Idealpos allowed us to replace physical member cards with a Digital Member Card and take all the hard work out of signing up new members’ said Venue Manager Karl Spears.
‘As a busy pub that prides itself on our customer service, we also wanted to make it easier for our staff and customers when it comes to engaging with the loyalty program. No longer do our staff have to look up members and attach them to the transaction if they have forgotten their card, customers simply scan their digital card at our scanners during the transaction to get their member pricing.’
For more information on Idealpos Engage contact sales@idealpos.co.
