Proven Results

UNFCU Case Study

Unfcu logo2

 

UNFCU (United Nations Federal Credit Union) is a non-profit, cooperative institution, which serves the financial needs of UN and UN specialized agency staff, former international civil servants and their direct families in over 200 countries worldwide.

1

The Challenge

UNFCU had recently launched a credit card offered as an option to their existing members. In order to encourage uptake of this new product and persuade their customers to use their credit card, they wanted to initiate a loyalty programme to reward their customers when they elected to use their product.

However as members were located across 205 countries and territories and often moved around, the rewards earned through the scheme had to be transferrable, with the ability for members to be able to redeem wherever they were currently based. Also to stand out from their competitors, the rewards had to be engaging and desirable in order to foster loyalty to their brand.

2

The Solution

A points-based rewards programme was launched for their customers, where they could earn points every time they used their credit card. There were a number of different redemption options available offering the freedom and flexibility for their customers to buy the things and do the things that they wanted.

Ovation’s online rewards platform provided the tractability this programme required as customers were able to shop with a currency of their choice, and for the reward of their choice. It did not matter from where they were redeeming as they were not restricted in choosing a reward from a specific country. Once the customer had claimed their points for an Ovation electronic voucher code, they could then take their time to choose a gift voucher most desirable to them, which ranged from popular local brands to international online retailers. The extensive range of rewards on offer spanned every possible demographic so categorically there was something for everyone.

3

The Results

The results of the programme were staggering and since UNFCU launched the loyalty programme, usage of the credit card has substantially improved, along with an increase in the uptake. Ovation helped UNFCU to successfully implement a world-class rewards scheme that transcended any potential issues with managing a global customer loyalty programme, and by offering rewards that undoubtedly helped to incentivise and encourage loyalty among their customers.

  • Increase member engagement
  • Improve brand loyalty
  • Acquire new members