A large UK healthcare provider, whose portfolio includes numerous care homes, found themselves unable to safely reward their staff with plastic gift cards following the outbreak of COVID-19 in the UK.
For more than three years previously, the client had been enjoying our Love2shop Gift Cards. While we always discuss our digital reward options with clients, in this case, our client was understandably reluctant to change a winning formula – their reward scheme was producing good levels of engagement and positive feedback with using plastic gift cards.
While the client was happy with their status quo, the COVID-19 outbreak forced a change. Not only was there a sharp increase in the demands placed on the workdays of their employees, meriting more recognition and reward, but there was no safe way to distribute physical gift cards to their employees. A solution had to be found, and fast.
“Crucially, we’ve been able to keep engagement high, and keep rewarding our amazing staff, through a difficult time.”
Love2shop Business’ solution
Our codes are an end-to-end digital product, meaning there’s no physical interaction between our clients and their staff when buying or delivering them. Clients order them through our Self-Serve portal, and they’re delivered digitally. The codes themselves come to employees as emails or text messages, and those employees redeem them online. Perfect for sending rewards when physical contact is dangerous.
As it was unthinkable that our client’s incredible staff would go without rewards for their work during this difficult period, these digital rewards were a natural fit. Jackie helped them through an initial transition, and made sure the client got right back to thanking their employees with exciting rewards as soon as possible.
“The codes are so simple to use that our staff have had no trouble making the switch.”
Most importantly, our client was able to lift morale among their staff in a trying time. For Love2shop Business Services, part of Appreciate Group plc, this is one of the aspects of our work we’re most proud of. Employees doing great things deserve to be recognised and celebrated. It’s a privilege to help deliver that for our clients.
However, the rewards have also been a success in other ways. For instance, our client’s staff have enjoyed their digital rewards so much, they are considering continuing to use digital rewards even when contact is safe in their workplace again.
The digital ordering and delivery process for our reward codes also deliver significant advantages in fulfilment and ordering. Especially when centrally managing a nationwide scheme. Our client would previously order their gift cards, and have them delivered to their central office. From there, the client would separate the rewards and send them to individual facilities, creating a time-consuming administrative task on top of postage fees.
Our simple ordering process, and digitally fulfilled rewards, massively simplified that process, removing the need for physical fulfilment. The combined effect is less time, and less money, being spent to deliver better rewards.
Jackie Reynolds, the Love2Shop Engagement Consultant who managed the project, added: “What’s good to see is how easily their staff have adapted to their new rewards. Many clients have concerns about changing their staff rewards, especially if it involves technology, but our experience is usually that employees adapt quickly to the switch. It’s heartening to see that’s also the case for this challenge, given how important these rewards are to the client.”
Our contact inside the company said: “All our worries about switching from plastic to digital evaporated straight away. The codes are so simple to use that our staff have had no trouble making the switch. Crucially, we’ve also been able to keep engagement high, and keep rewarding our amazing staff through a difficult time.
“Love2shop Business Services, and our account manager Jackie, have done a great job helping us quickly make the change, and making sure that our incredible staff get the thanks and rewards they deserve so much during this difficult period.”
*At the request of our client, this case study has been anonymised.