A leading manufacturer of woven polyethylene and polypropylene products, specializing in FIBC bags, aimed to strengthen its customer loyalty program by integrating a structured reward points redemption system into its existing Salesforce environment
Dhruvsoft partnered with the client to design and implement a scalable, automated Gift Redemption solution built directly within Salesforce, improving transparency, operational efficiency, and customer engagement.
Executive Summary
The client wanted to enable customers to earn reward points on each order and redeem them for gifts through a structured and automated system
Before implementation, reward points were manually tracked, and no proper redemption mechanism existed. Dhruvsoft developed a custom Lightning Web Component (LWC)-based Gift Redemption module that automated eligibility checks, recalculated points in real time, and streamlined the entire redemption lifecycle.
The result was improved customer satisfaction, increased loyalty engagement, and reduced administrative workload.
Problem Statement & Key Challenges
Prior to implementation, the loyalty program faced several operational and customer-experience issues:
- No structured gift redemption system in place
- Manual tracking of reward points in Excel
- No real-time visibility into earned or redeemed points
- Unclear point utilization for customers
- No automated eligibility display for available gifts
- Lack of flexibility if customers missed scheme deadlines
- Increased administrative workload due to manual processes
These challenges reduced customer trust and limited the effectiveness of the loyalty program.
Evaluation of the Problem
Dhruvsoft conducted stakeholder discussions and business requirement analysis to understand the gaps
The assessment identified that:
- Loyalty data was not system-driven
- Redemption validation lacked automation
- Customer visibility into points was delayed
- Operational scalability was limited due to manual management
To truly enhance customer engagement and incentivize repeat purchases, the organization required a fully automated, integrated solution within Salesforce.
Proposed Solution
Dhruvsoft proposed developing a custom Gift Redemption component using Salesforce Lightning Web Components (LWC), integrated directly into the existing CRM workflow.
The solution aimed to:
- Enable bulk gift redemption
- Provide real-time points recalculation
- Display only eligible gifts dynamically
- Automate total redeemed points updates
- Maintain accurate redemption records
- Introduce a three-day grace period for missed redemptions
The design focused on scalability, transparency, and a user-friendly experience.
Solution Implementation
The custom solution included the following key capabilities:
- Real-Time Points Recalculation : Points were recalculated instantly when a gift was selected, giving customers clear visibility into remaining balances
- Automated Field Updates: The “Total Redeemed Points” field updated automatically after redemption, ensuring data accuracy and integrity
- Grace Period Implementation: A three-day grace period was introduced to improve fairness and enhance customer trust
- Dynamic Gift Eligibility: Only gifts that matched available points were displayed, eliminating confusion and preventing invalid selections
- Bulk Gift Redemption : Customers could redeem multiple gifts in one transaction, improving convenience and reducing processing time
Implementation Approach
Dhruvsoft followed a structured delivery model:
1. Solution Design
Stakeholder workshops were conducted and a Business Requirement Document (BRD) was finalised. A modular architecture was planned to ensure scalability and future enhancements
2. Development
The LWC component was developed using HTML, CSS, and JavaScript, while Apex controllers handled backend processing. Validation rules and error handling ensured secure and accurate redemptions
3. Testing & Validation
Unit testing and end-to-end testing ensured seamless performance. User feedback was incorporated to enhance usability
4. Deployment
The solution was deployed into the Salesforce production environment. Training sessions were conducted for internal users, followed by post-go-live monitoring
Results & Business Impact
The automated Gift Redemption system delivered measurable improvements:
- Increased customer satisfaction through seamless redemption
- Improved customer retention and repeat engagement
- Automated point tracking with real-time updates
- Reduced manual workload for sales and support teams
- Faster processing of redemptions
- Fewer customer support queries related to point balances
- Enhanced compliance and fairness through grace period policy
The loyalty program became more structured, transparent, and scalable.
Conclusion
By implementing a custom LWC-based Gift Redemption solution within Salesforce, Dhruvsoft transformed a manual loyalty program into an automated, customer-friendly engagement system.
The organization now benefits from accurate point management, improved operational efficiency, and stronger customer relationships — creating a scalable foundation for long-term loyalty growth.
Contact Us
Looking to enhance your customer loyalty program with intelligent CRM automation? Dhruvsoft specialises in Implementing or developing custom Salesforce Customer Loyalty Management solutions tailored to your business needs.
Connect with our CRM experts today to transform your customer engagement
