Plum’s omnichannel loyalty with Nector drives repeat purchases, with members generating 39.66% of orders.

The Challenge: Turning Fragmented Shopping Into One Cohesive Loyalty Journey

Plum had strong customer affinity but needed a better way to connect online, offline, and app shoppers into one unified loyalty journey. While customers shopped frequently, the absence of a centralised system made it difficult to reward, track, and influence behaviour across channels.

Key challenges included:

• Fragmented customer identities across channels
• Loyalty benefits that were inconsistent or invisible across touchpoints
• Limited ability to reward and measure meaningful actions such as repeat purchases, referrals, and engagement.
• A referral program without clear tracking or an integrated reward mechanism.

The Solution: An Omnichannel Loyalty & Referral System Powered by Nector

Plum partnered with Nector to deploy a comprehensive omnichannel loyalty and referral system that unified customers across retail, D2C, and the Plum app.

Nector Omnichannel delivered:

• Unified membership across all channels through deep integrations with Zwing POS, Plum’s custom app checkout, and GoKwik.
• A single customer identity that tracked purchases, points, and rewards seamlessly across retail stores, website, and app.
• Automated lifecycle communication using Netcore and WhatsApp (Tellephant), including reward nudges, reminders, and referral prompts.
• A high-performing referral program that enabled customers to share easily and generated an 11.59% completion rate.
• Rewards for high-value actions (purchases, referrals, reviews) via Judge.me, and engagement to build habit and loyalty.
• Real-time analytics for monitoring member behaviour, revenue contribution, and omnichannel activation.

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Redeeming loyalty points at checkout with the discount instantly applied to the cart total, powered by a unified customer profile that tracks purchases and rewards across stores, web, and app

*Image for reference purposes only

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Nector Loyalty widget highlights clear, action-based ways for users to earn rewards across the Plum website

Success Metrics:  Loyalty Adoption, Revenue Impact & Referral Growth

• 39.66 % of orders from Loyalty Members

Nearly 4 in 10 orders came from Plum Omnichannel loyalty members, showcasing strong adoption and deepening engagement across retail, app, and web shoppers.

• 37% Revenue from Loyalty-Driven Orders

Loyalty-influenced purchases contributed 37% of total revenue, underscoring the pivotal role of Plum’s omnichannel loyalty ecosystem in driving high-intent, repeat-led revenue.

• 11.59% Referral Completion Rate

Plum achieved an impressive 11.59% referral completion rate, reflecting strong customer advocacy and seamless referral-to-purchase journeys powered by Nector Omnichannel.

^*Timeline

^{(August 2025- November 2025)}