Supporting Texaco Star Rewards Loyalty Programme

Client Need

Texaco Star Rewards required a trusted operational partner to support it’s loyalty programme across the UK.

The programme generated high volumes of customer interactions and reward fulfilment activity, creating increasing operational complexity.

“Dawleys have supported Texaco Star Reward’s loyalty programme for over 25 years and I am constantly impressed with their levels of professionalism, attention to detail and customer care.”

How Dawleys Helped

Dawleys provided a fully integrated operational solution combining customer service and account management to support the Texaco Star Rewards programme.

Our experienced teams and proven processes ensured consistent service delivery while maintaining the security and accuracy required for the high volume loyalty scheme.

Customer Service

Dawleys provides a dedicated customer service centre to manage inbound calls, emails and written correspondence from Star Rewards members.

Our trained teams handle high volumes of enquiries while maintaining a consistent, professional experience aligned with the brand.

Campaign Support

Dawleys supports the delivery of customer communications, including email campaigns and programme updates.

Where appropriate, communications have been transitioned to more cost-effective digital channels.

Account Management

Customer data is regularly updated and maintained through member questionnaires, ensuring accuracy and supporting effective programme management.

This enables better decision-making and improved communication with members.

Results

Since partnering with Texaco Star Rewards, we’ve delivered a scalable, secure operational model that improved efficiency, ensured accurate reward fulfilment, supported consistent customer service and reduced internal complexity while maintaining a high-quality member experience.

Here’s what we achieved:

• 90% of calls answered within 20 seconds
• 95% email response rate within 4 hours
• 99% report delivery accuracy

In Summary

Dawleys provides Texaco Star Rewards with a dependable, secure and scalable operational solution supporting customer service and programme management.

By combining experienced teams with proven processes, we ensure the smooth running of a complex loyalty scheme while maintaining high standards of accuracy, security and customer care.