Case Study

Star Rewards: Rewarding Loyalty to the Texaco Brand

How Dawleys provide multichannel customer service support

Supporting You

Scheme Reporting and Analysis

Provision of monthly KPI analysis and scheme insights via Dawleys Business Intelligence services.

Warehousing

Of stock, cards and rewards, stock management and online access to stock.

Customer Data

Capture and processing of scheme registrations, follow up for hard bounced emails.

Point Redemption

Full allocation management, process and despatch rewards, management & ordering of voucher rewards from third party suppliers.

Supporting Members

Inbound Calls

Members contact the Star Rewards Helpline where our team of call centre professionals handle scheme related enquiries.

Individual Member Emails

Each email enquiry receives a personalised response from a trained customer service agent.

Postal Registrations

Members register cards via web or phone, or by sending postal forms to the Dawleys data capture team.

Mailing & Fulfilment

Daily mailing of new and replacement cards and written communications to members without email.

Card Issuing

Bespoke printed cards for members, where required by the scheme.

Supporting Individual Texaco petrol stations

Email Promotions / Broadcasts

Monthly tailored offers via email to targeted members on behalf of specific petrol stations.

Forecourt Promotions

Handling of competition and prize draw entries.

Site Liaison

Acting as contact point for enquiries from sites and members.

Overview

  • Dawleys has supported the Texaco customer loyalty scheme since 1999
  • Our customer service team handles thousands of call and email enquiries each month on behalf of the scheme
  • We handle all aspects of the complex high-security rewards fulfilment process
  • We set up and send all scheme promotional emails and laser print, pack and dispatch the regular statement mailings
  • Dawleys customer service agents are fully trained and monitored to adhere to the service standards required by Texaco Star Rewards