Transcript Document

Access® & WALS – Building Customer Loyalty
Good Operators are Good at
Customer Satisfaction
 Clean facilities
 Needed services
 Turn out clean cars
 Well lit
 Good equipment
 Convenient hours
 Friendly staff
 No surprises
 Easy access
 Short lines
 Simple to use
 Safe and secure
 Good value
 Treated well
Common View of Customer Loyalty
Satisfied
Customer
Loyal
Behavior
Benefit of Loyalty Programs
Loyalty members average
2.6 washes per month
versus
0.5 washes per month
for average customer
Based on WashAccess loyalty member data
Benefit of Loyalty Programs
Over 64% of U.S. households said that loyalty
programs were important in the shopping decisions
Based on AC Nielson Survey
Keeping Customers
Merchants can increase revenue by nearly 50% from
retaining only 5% more of their customers
Based on Fredrick Retchheld, the Author of “The Loyalty Effect”
How do we build loyalty?
WALS
Wash Access Loyalty System
WALS… What is it?
 Web-based, Secure Loyalty System – located at
www.WashAccess.com
 Exclusively designed and developed for PDQ ACCESS™ Units
 WALS allows carwash operators to maintain their loyalty and gift
accounts.
 Each carwash operator is provided a loyalty club under WALS
 Loyalty car wash transactions are sent by PDQ’s ACCESS™
Units to WALS for processing
 WALS is like a credit card processing center for loyalty
car wash transactions
WALS… What is it? (Cont.)
 WALS is an ideal loyalty club management system for
both single-location operators and multiple-location
operators
 WALS has a centralized database – one account can be
used at multiple locations
 Car wash transactions are processed in real-time by
WALS
WALS… What can it do?
Key features in WALS:
 Unlimited number of accounts
 Unlimited number of locations/ACCESS units
 Supports both debit (prepaid) and credit (post-pay) accounts
 Supports both package-based and funds-based accounts
 Supports loyalty cards (cards with a magnetic strip)
 Supports card-less accounts (6-digit member numbers)
 Automatically sends customized “thank you” email to
a member after each carwash
WALS… What can it do?
Key features in WALS (continued):
 Carwash owner can schedule emails to all members – to
announce promotions and as reminders of the carwash
owner’s gifting program. For example – car wash packages
are a great gift idea for Father’s Day – call 920-555-1212 to
order gifts or refer them to a the carwash owner’s Web Site
 Carwash owner can schedule emails to members that have
not used their membership in a certain number of weeks –
reminding them that they have a balance of $xx.00
 After adding a new account, the carwash owner can
email a Wallet Card to the new member instead of
mailing a loyalty card
Wash Access Loyalty System (WALS)
Loyalty Club Administrator
The Club Administrator maintains their
loyalty accounts over the Internet
using WALS
Club Administrators can view and print
all transactions processed for their
members and ACCESS units.
Carwash - Site 1
When a customer
uses their loyalty
card or loyalty
number, the
inquiry and the
transaction are
sent to WALS for authorization
and processing
WWW- The Internet
WALS
Carwash - Site 2
WALS will process all inquires and
transactions for ALL ACCESS Units.
WALS has a centralized database to track
every processed transaction
WALS will update its database in
real-time - as soon as the transaction is
processed, WALS will update member
balances
Carwash - Site 3
Carwash- Site 4
Carwash - Site 5
WALS
www.WashAccess.com
WALS
Sales Tools
WALS – “Thank you” email
WALS – Wallet Card
Provide a
wallet card
instead of
providing a
loyalty card
Wallet cards
can be printed
and/or
emailed to the
member
WALS – Wash Codes - Mail Merge
Mail merge a
list of wash
codes with a
label template
in Microsoft
WORD
WALS – Wash Codes - Promotions
Mail merge a
list of wash
codes with a
promotional
letter created
in Microsoft
WORD
What… a Sales Rep working
24 hours a day
7 days a week
365 days a year?
Going Beyond WALS
with a Club Interface
 WALS allows the carwash owner to maintain the
accounts under their loyalty club
 A Club Interface allows loyalty members to maintain their
own accounts online over the Internet
Club Interface
With a club interface :
 Loyalty club members can maintain their own accounts
 Internet users can join the loyalty club using their credit
cards
 Internet users and members can purchase gifts for
friends and family using a credit card
 Loyalty club members can replenish their accounts
using their credit card
 The club interface provides a 6-digit wash code
number (member number) which will allow the
member to use their membership immediately
Club Interface (cont.)
WWW- The
Internet
WALS
Custom
WebSite
Site
with
a Club
Interface
Custom Web
with
a Club
Interface
back toback
WALSto
WALS
On-Line Demonstration
Customer can select
a number of
packages
Customer can select
a prepaid account
WashClub Purchase
Step 1
On-Line Demonstration
Customer chooses
own user name and
password
Customer info for
future
communication
Email for easy
correspondence
WashClub Purchase
Step 2
On-Line Demonstration
Show instructions
on how to use
Identifies multiple
locations
Provides customer
with an immediate
wallet card that they
can use
WashClub Purchase
Step 3
Getting Customers to the Web Site
 Printed receipt paper with web site name
 Cross-advertising with similar businesses- gas
station, oil change, etc.
 Direct advertising

Radio

Billboards

Mailers
WALS and a Club Interface are the
perfect combination for the owner
that wants to build strong customer
loyalty!