Overview
Industry
Loyalty Technology and Ecosystem Management
Region
Canada
Company Size
Enterprise
Featured Solution
Enterprise Partner Integration and Cloud-Native Development
About the Client
The client is a loyalty technology and ecosystem management provider responsible for the development and technical management of a lifestyle loyalty program in Canada. Its portfolio covers ongoing platform maintenance, onboarding enterprise partners across sectors such as banking, entertainment, hospitality, and energy, and building internal tools including a customer service management portal. The platform operates as a live, high-traffic environment serving a broad partner network, so it requires continuous development to keep pace with new business requirements.
The Context
The loyalty platform supports a growing set of enterprise partners on a system that is always in service. Each new requirement, such as onboarding a large new enterprise partner, calls for partner-specific rules to be built into the existing infrastructure without interrupting service for partners already on the platform.
The program's customer service portal carries a similar demand. As partners are added and business rules change, call center agents need updated tools to verify caller identities, review transaction histories across multiple brands, and make manual point adjustments. Those updates have to reach agents without downtime or added latency.
Business Challenges
Integrating New Partners at Scale
Onboarding a large enterprise partner meant building partner-specific rules into a platform already serving several existing partners. The integration had to absorb new transaction volumes while keeping existing partner services stable.
Keeping a Live Platform Available
The platform runs continuously and carries high traffic. Any change to the backend or data layer had to be delivered without downtime, latency, or risk to accrual data during cross-partner point transactions.
Adapting the Customer Service Portal
Agents relied on the customer service portal to verify caller identities, review multi-brand transaction histories, and make manual point adjustments. As partners and business rules changed, the portal needed new features and interface updates to keep those tasks working.
Working Within an Established Architecture
The platform carried a heavily integrated .NET and Azure architecture. New work had to fit the existing structure, hold code quality and test coverage, and avoid introducing instability across many connected services.
Solutions
Here is how we supported continuous development across the backend architecture and the customer service portal:
- Built Backend Services for Partner Onboarding
We engineered and updated asynchronous backend services to support new partner integrations, with a focus on decoupled processing so new partner data could move through the platform without affecting live services.
⦁ Built and updated asynchronous services using .NET Core
⦁ Used Azure Service Bus and Azure Functions for decoupled message processing and partner data pipelines
⦁ Developed and deployed the backend APIs and cloud infrastructure needed to onboard a new enterprise partner securely
⦁ Used GitHub Copilot Enterprise to support development within the team’s workflow
- Updated the Customer Service Portal
On the frontend, we extended the existing Angular-based customer service portal so agents could handle new requirements as they arrived.
⦁ Added support for new types of manual point adjustments
⦁ Updated identity verification workflows for call center agents
⦁ Delivered interface updates aligned with changing partner and business rules
- Managed Data Across the Platform
We maintained platform data with attention to accuracy during cross-partner point accruals.
⦁ Used Azure Cosmos DB and Microsoft SQL Server for core data management
⦁ Applied Azure Blob Storage and Azure Storage Tables to support data needs
⦁ Protected accrual data during cross-partner point transactions
- Monitored System Health
We set up telemetry to track platform health and surface issues before they reached users.
⦁ Used Azure Application Insights for telemetry and monitoring
⦁ Tracked system health and API performance across services
⦁ Deployed services on Azure App Services
Business Outcome
The solution enabled the successful onboarding of a new enterprise partner without disrupting live platform operations. The enhanced platform also made it easier to onboard future partners, helped call center teams handle changing partner requirements more efficiently, and continued to support reliable loyalty operations as the partner ecosystem grew.
Highlights
Zero downtime during partner onboarding
Zero data loss across cross-partner accruals
Secure enterprise partner onboarding
Full system telemetry in Azure
Conclusion
The client successfully onboarded a new enterprise partner without disrupting existing services or compromising data integrity. With a scalable Azure-based architecture and continuous enhancements to the customer service portal, the platform remained reliable, responsive, and ready to support future partner growth.
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