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How Telstra powered their loyalty program with Mastercard Rewards Solutions

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Industry

Telecommunications

Capabilities Used

Rewards

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Problem

Telstra wanted to build a more customer-centric loyalty program

Telstra wanted to replace their existing loyalty ‘thanks’ program with a points-based, customer-centric program to differentiate themselves and remain competitive.

Retaining, rewarding and recognizing their customers was a critical focus for their new loyalty program, Telstra Plus. Telstra needed a holistic view of their customers in order to identify, and provide personalized experiences based on their customers’ consolidated activity across all services.

APPROACH

Mastercard Rewards Solutions helped Telstra quickly design and implement the program

Mastercard worked with Telstra on designing and bringing to life Telstra Plus. Given Telstra’s need for a quick-to-market customer proposition, Mastercard provisioned Mastercard Rewards System (MRS) as the points engine underlying Telstra Plus with supporting APIs. Telstra Plus launched in record time for a program of this scale.

Mastercard Rewards Solutions powered Telstra Plus in three ways:

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Speed to market

With a deep understanding of the loyalty landscape, and a flexible off-the-shelf capability, Mastercard supported the roll-out of Telstra Plus in just a few months.

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Customer-centric design & use

As the leading expert in loyalty, Mastercard worked with Telstra to define the key design elements of a successful loyalty program, including accessibility of program data across multiple touchpoints and operational optimization.

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Personalization at scale

With supporting APIs that offer ultimate program utility for members, Mastercard helped Telstra Plus master the intersection between a personalized customer experience and broad accessibility – enabling strong program engagement for all member segments.

RESULTS

Telstra successfully launched their new program, hitting 3.5M members in year two

By using Mastercard Rewards Solutions, Telstra was able to successfully launch their new, customer-centric loyalty program.

3.5+ M

500K members in just 2 months post launch and 3.5+ million members in Year 2.

493%

year-on-year redemption rate growth in FY21

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