Fluid Branding deliver high quality promotional merchandise. Their purpose is to create a culture of change that pushes them to do things better every day. Their mission is to deliver exceptional customer experiences that are driven by innovation, education, relevance and quality.

Summary: Fluid Branding pride themselves on delivering slick and frictionless user experiences. To support this, Incentivesmart worked with them to connect their CRM system to their customer loyalty programme. When a customer order is processed, the points are automatically added to the customer's reward account. This reduced manual processes and human interaction and improved the user (and employee!) experience.

The objective: Fluid Branding continuously deliver slick and frictionless processes and pride themselves on the positive customer experience they offer. When they launched their customer loyalty programme, they wanted to ensure their processes remained seamless, therefore allocating customers points needed to be quick, efficient and hassle-free. Any issues may push the customers away - the complete opposite of what they wanted a customer loyalty programme to do! 

From an internal perspective, the client wanted an automated process where points would be allocated without any human interaction, allowing their team to focus on other key business objectives, such as selling and innovating their product offering. 

The solution: Using API connectivity, Incentivesmart were able to take Fluid Branding's customer loyalty platform and link this directly into the clients CRM and order management platform. This meant that when a customer order is processed in Salesforce, it would automatically send a notification to the customer loyalty platform with the users email address and points value for the order. If the email exists in the customer loyalty system, the points are awarded to their account. If it doesn’t, an invitation email is sent, the account is created and the points are awarded. This process not only met their expectations of keeping things simple and frictionless, but also reduced the amount admin and human interaction.

We were absolutely delighted that the customer loyalty programme went on to win the 2016 “Marketing Campaign of the Year” award for Fluid at the British Promotional Merchandise Association.

Due to the success of the customer loyalty programme, Fluid Branding partnered with Incentivesmart to launch their own employee engagement programme. Employees are able to earn points for good service, referrals and more, and spend them on a special reward in the catalogue.