success story -
payback introduction as loyalty program

Project objective

PAYBACK has also been available in Austria since May 2018. As a strategic partner, BP Europa SE participates in the customer loyalty programme of the American Express subsidiary, thereby replacing BP’s own bonus club programme. By switching to PAYBACK, customers can collect points from all partner companies for their purchases, multiply them by coupons and benefit from other exclusive offers. guideIT coordinated the technical acceptance of the PAYBACK card at BP in Austria as project manager.

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"guideit ensured a go-live at the reporting date with full functionality" (Hannes Ainz, Senior loyalty advisor Austria Switzerland, BP Europa SE)

BP’s participation in the PAYBACK programme meant that, in addition to the necessary changes in some IT systems, processes within the company also had to be adapted.

A major challenge for the project team was to implement the program by the deadline – simultaneously at all 240 BP service stations nationwide.

The key to success was the very good coordination within the project team. Requirements and results could thus be quickly validated and valuable time saved.

Parallel to the technical implementation, the organisation was also prepared for PAYBACK: intensive communication concepts were implemented and training courses planned.

The complex interaction of various IT systems was successfully tested together with all partners, enabling the go-live to be successfully implemented in all branches of the service station network with the help of the project team on site.

Since then, millions of customers have been able to collect BP PAYBACK points or redeem them for BP purchases.

implementation

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