Project Name
3-Tier Salesforce Loyalty Engine for a Caribbean Bank: Designed, Built, and Live in 18 Weeks
A leading financial institution in South America operating a fully digital technology ecosystem on Salesforce Financial Services Cloud had been earning interchange revenue from card transactions, loan repayments, and product acquisitions without a single mechanism to reward, retain, or redirect customer behaviour. Card spend generated no engagement value. On-time loan repayments went unrecognised. Product cross-sell had no behavioural trigger. The bank initiated its first enterprise loyalty programme with a clear commercial mandate: fund it through the revenues it generates, not as a cost centre. Ksolves designed and delivered a complete Salesforce Loyalty Management implementation on the bank’s existing FSC org, preserving two years of investment in Person Accounts, Financial Account objects, and MuleSoft integrations, and extending it into a full-lifecycle loyalty engine that went live across all channels in 18 weeks.
- No Reward Linkage to Profitable Behaviours: Card spend, loan repayments, product acquisitions, and digital channel usage all generated revenue for the bank but had zero reward linkage. There was no mechanism to incentivise the customer behaviours that drove profitability, and no way to redirect spend or deepen engagement through structured recognition.
- Fragmented Customer Data Across Core Banking and Card Systems: Customer profiles in Highgate (core banking) and TranzAxis (card processing) were siloed. No unified view connected deposit accounts, loans, credit cards, and debit cards to a single member identity, making multi-product tier qualification structurally impossible without a unification layer.
- No Tier-Based Differentiation: All customers received identical service regardless of relationship depth, product breadth, spend volume, or repayment discipline. No incentive architecture rewarded customers for deepening their engagement with the bank or penalised disengagement.
- Interchange Revenue Never Reinvested in Retention: The bank was earning interchange and FX revenues from card transactions without any structured mechanism to reinvest a portion into customer engagement. The commercial case for a revenue-funded loyalty programme was clear; the platform to execute it did not exist.
- No Lifecycle Automation or Behavioural Triggers: Customer communications were campaign-driven rather than event-driven. There were no automated journeys for enrolment, tier changes, points milestones, or expiry warnings, and no infrastructure to build them without a loyalty platform as the triggering layer.
- No Points Liability Framework: Without a loyalty programme, the bank had no framework for managing points liability, earning caps, escrow logic, or breakage estimation. For a revenue-funded programme model, the absence of financial controls was a prerequisite risk that had to be addressed before launch.
Ksolves implemented the Salesforce Loyalty Management platform using a declarative-first approach that maximised native capabilities across Loyalty Process Rules, Advanced Decision Tables, Global Promotions, and Tier Threshold Management. Every configuration decision was made to ensure the bank's own team could manage programme changes independently after go-live, without developer involvement. AI-assisted configuration validation and testing across the accrual rule engine and Decision Table logic reduced the QA timeline by approximately two weeks compared to a conventional loyalty implementation of equivalent rule complexity.
- Salesforce Loyalty Management Advanced with FSC Linkage: A single loyalty programme with a single points currency was configured with Person Account to Loyalty Member linkage, mapping credit cards, debit cards, loans, deposits, and payroll accounts for multi-product tier qualification. The implementation was built directly on the bank's existing FSC Person Account and Financial Account object model, preserving the full two-year investment in the existing org.
- 3-Tier Processing Engine with Real-Time Upgrades: A Silver, Gold, and Platinum tier structure was built using native Tier Threshold Management with multi-criteria qualification via Advanced Decision Tables evaluating card spend, product breadth, loan repayment behaviour, and customer tenure across a rolling 12-month window. Tier upgrades and downgrades process in real time as qualifying events occur.
- Multi-Channel Accrual Engine with Category Accelerators: Base earn rules of 1 point per GYD 100 were configured alongside ecommerce (+25%), travel (+50%), and marketplace (+100%) category accelerators via Decision Tables, plus on-time loan repayment rewards, 12-month milestone bonuses, and product acquisition bonuses, all with configurable daily and monthly earning caps enforced at the platform layer.
- 4-Channel Redemption Engine with GL Integration: Cash credit to deposit accounts, statement credit against card balance, pay-with-points in full or partial, and part-pay split transactions were delivered, each with balance validation, threshold enforcement, FIFO point deduction, and automated reversal logic for failed transactions. Every redemption channel connects directly to GL posting workflows.
- Escrow, Disqualification, and Fraud Controls: An escrow points mechanism was implemented for fraud-suspected transactions with a configurable 30-day holding period. Five automated disqualification scenarios were configured, covering chargebacks, fraud flags, account closure, policy breach, and prolonged inactivity, each with a full audit trail.
- Member Portal, Admin Workspace, and 5 Marketing Cloud Journeys: An 8-component Experience Cloud member portal was built, including a Redemption Centre, Points Calculator, Insights view, and Transaction History, mobile-responsive with SSO and WCAG 2.1 AA compliance. An 8-console Lightning admin workspace was delivered with liability dashboards and batch monitoring. Five Marketing Cloud lifecycle journeys were configured with MC Connect data sync, frequency governance, A/B testing, and consent-aware delivery.
Technology Stack
| Category | Technology |
|---|---|
| Core Platform | Salesforce Loyalty Management Advanced |
| CRM Layer | Salesforce Financial Services Cloud |
| Integration | MuleSoft API Gateway |
| Marketing Automation | Marketing Cloud Engagement |
| Member Portal | Experience Cloud |
| Security | Salesforce Shield |
- Complete Loyalty Platform Live in 18 Weeks with Zero Custom Middleware: A full Salesforce Loyalty Management implementation with 3 enrolment paths, 7+ accrual rules, 4 redemption channels, escrow and disqualification controls, and 5 Marketing Cloud journeys went live across all channels within an 18-week delivery timeline, with no custom middleware required at any layer.
- 100% Native Configuration, Programme Changes Require No Developer Involvement: All accrual rules, tier thresholds, earning caps, and promotion configurations use Decision Tables and Custom Metadata Types maintainable by the bank's own team, eliminating ongoing vendor dependency for every future programme change.
- 6 User Groups Equipped with Role-Specific Operational Tooling from Go-Live: Operations, branch, contact centre, marketing, finance, and compliance teams each received purpose-built dashboards and workspaces covering interchange uplift, products per customer, loan delinquency, breakage rate, and loyalty ROI, all operational from launch day.
- Real-Time Points Liability Visibility Established Before First Transaction: A liability reporting dashboard with opening and closing balance tracking, breakage estimation, and GL posting preparation was live at launch, giving the finance team real-time financial control over the programme from day one.
- Salesforce Shield Encryption Implemented and Validated Before SIT: Platform encryption was scoped in Discovery, implemented in Week 10, and validated against all SOQL queries, flows, and integration payloads before system integration testing commenced, ensuring zero encryption-related defects reached go-live and satisfying Financial Institutions Act 1995, AML/CFT Act 2009, and Data Protection Act obligations from launch.
- Revenue-Funded Programme Model Operational from Launch: The programme is funded through interchange revenues, merchant-funded promotions, and natural breakage, positioning the loyalty platform as a net-positive commercial asset from day one rather than a cost centre on the bank's P&L.
“The loyalty platform has given us, for the first time, a structured mechanism to reward the behaviours that drive our profitability. Every card swipe, every on-time repayment, every product acquisition now counts. Our team can manage the programme independently, and we have full visibility into liability from day one.”
– Head of Digital Banking and Innovation, Regional Bank, South America
Ksolves delivers Salesforce Loyalty Management implementation and Salesforce consulting services for banking and BFSI organisations, building revenue-funded, behaviour-driven loyalty programmes on existing Salesforce infrastructure.
Before this engagement, the bank was earning revenue from customer behaviours it had no mechanism to recognise or reinvest in. After deploying the Salesforce Loyalty Management platform, every card swipe, loan repayment, and product acquisition feeds a governed loyalty engine that rewards customers, segments the base by relationship depth, and funds itself through the revenues it was already generating.
The declarative-first architecture built on Decision Tables, Custom Metadata Types, and Loyalty Process Rules positions the bank to extend into household pooling, corporate loyalty, marketplace expansion, and Agentforce AI integration without architectural redesign.
Ready to fund your loyalty programme through the revenues it generates?
