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introduction

This case study revolves around a program that incentivised our Client’s existing customers to refer their friends to join any of our Client’s service packages , whereby both parties get a service credit after maintaining the service for a certain period. The microservice handled the generation and management of referral codes, ensuring that both the referrer (existing customer or advocate) and the referee(new customer) received rewards upon meeting certain criteria.

problem statement

No customer engagement and acquisition in a larger scale
No proper ticketing system and tracking process for management of reward points

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analysis

The project's workflow was carefully examined to enhance its existing features and achieve optimal results. One such improvement was the addition of a referral program for special clients. An analysis was made on how customers would know about referral program, generate referrals and redeem awards.

implementation

Determined how advocate generated referrals, how referees redeemed reward, how Referrer and Referee tracked status of their referrals and how fraud was mitigated through program structure.
Enabled users to generate unique referral URLs to share with potential customers.
Allowed referees to use these URLs to create referral codes and activate their accounts.
Managed the linking of referral codes to new accounts.
Ensured that both advocate and referee received rewards if the new account remained active for a configurable number of days.
Existing customers were provided only one unique referral link per account
Existing customers were to be logged in to myAccount/app to obtain their referral link
Provided ability for existing customers to share their referral link with friends through four referral options: SMS, Email, Social networks and manual sharing by copy & paste.
Unique referral code emailed to the referee had guaranteed the customer that the chance was available to get the service credit if they met the terms and conditions of the program. Code was valid for 30 days before the expiry.
Referrals viewing kinds,
- Code retrieved: Referee had entered their email to which a unique referral code was sent
- Activated: Referee had activated service, created their myAccount and had entered their unique referral code. Provided how many days remaining until credit was processed.
- Earned: Referee had activated service and met the tenure requirement
- Not Earned: Referee did not successfully meet the tenure requirement, or the code expired

technologies used

Java Spring boot Framework

Cassandra

Solace

Kubernetes

Kibana, elastic search for monitoring and alerting dashboard

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outcomes & benefits

Customers were able to generate unique URLs to share with friends.
Potential customers were using the URLs to create referral codes and activated their accounts.
The system had linked referral codes to new accounts and monitor their activity.
Both the advocate and referee had received rewards when the new account remained active for the specified duration.
Refer-a-friend credit had been applied to an account after maintaining active service for 60 days.

conclusion

The organization was able to increase customer acquisition and engagement rates by putting this incentives program into place. As a result, the company's success rate improved. This microservice effectively supported customer referral program, promoting customer acquisition and retention through incentives.