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World’s First Cross-Border
Telco Rewards Program

Challenge

Singtel recognized the need to differentiate itself in an increasingly competitive telecom market. Customer loyalty and retention emerged as a critical factor for sustainable growth.

The global telecommunications market is highly competitive, with customers increasingly expecting innovative solutions that enhance their experiences. As customers travel internationally, they often face fragmented loyalty programs and limited access to benefits, leaving significant room for improvement in customer engagement and retention.

Singtel Case Study

Opportunity

Recognizing this gap, Singtel and six other leading CSPs—AIS, Globe, Hong Kong Telecom, Optus, Taiwan Mobile, and Telkomsel—sought to create a unified, cross-border rewards program to address these challenges. 

The program aimed to:

  • Enhance the international travel experience for customers.
  • Boost customer loyalty and retention across markets.
  • Differentiate Singtel’s brand in a crowded market.
  • Promote local tourism and expand business opportunities for merchants.

Solution

To bring this vision to life, the consortium of seven CSPs selected LotusFlare DNO Cloud as the software foundation for the program. LotusFlare was chosen for its:

  • Proven expertise in delivering cloud-native digital solutions.
  • Simplified integration and partner management, enabling seamless collaboration across multiple telecom operators.
  • Robust and mature technology that powers loyalty programs with personalized offers and seamless customer experiences.

Key features of the LotusFlare solution included:

  • Unified rewards management across all participating CSPs.
  • Personalized and exclusive deals tailored to customer preferences.
  • Integrated customer support and a seamless experience across markets.

Outcome

The resulting program represents a groundbreaking achievement in the telco industry, offering significant benefits to both customers and CSPs:

  • Enhanced customer travel experience: Customers enjoy easy access to perks, curated local experiences, and seamless rewards redemption through telco apps across all participating markets.
  • Strengthened customer loyalty: By offering unique and valuable rewards, CSPs foster deeper engagement and retention among their subscribers.
  • Boosted local economies: The program promotes tourism and supports local merchants by expanding their reach to a wider customer base.
  • Increased revenue opportunities: CSPs and partners benefit from new monetization avenues through cross-border collaboration.

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