CRM and loyalty for superstores and grocery retail in Bangladesh
A loyalty program with points on every purchase, bulk point awards, coupons per customer, segments for regulars, and SMS or email campaigns when you have an offer worth telling them about.
Grocery customers are loyal to convenience and price, in that order, which makes them easy to lose to whoever opens next. A points scheme is one of the few tools that gives someone a reason to keep coming back to you specifically.
It only works if it is frictionless at the counter and honest in the accounts. Points awarded on a paper card get disputed; points on the customer record, awarded at the till and visible to the customer, do not.
What goes wrong for superstores
Everyday problems in this trade, from the industry guide.
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Queues at the evening rush
One slow counter at 7pm empties the shop. Items without barcodes are looked up by name, prices are unclear, and a customer who forgot their wallet holds everyone else up while the bill is redone.
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Cash that does not balance
At closing, the drawer is short and nobody knows which counter or which shift is responsible. Without a per-session report, the loss is absorbed and the same thing happens next week.
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Shelves empty while the godown is full
Reordering is done by walking the aisles. Fast movers run out on a Friday, slow movers pile up, and perishables expire because nobody saw the aging stock until it was too late.
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Prices changed on paper
Market prices for rice, oil and onions move weekly. Updating shelf labels and the billing system separately means the customer is charged one price and sees another, and trust goes with it.
Loyalty points and member offers
How Customers, CRM & Loyalty handles it.
A loyalty program with points on every purchase, bulk point awards, coupons per customer, segments for regulars, and SMS or email campaigns when you have an offer worth telling them about.
What you get
The parts of Customers, CRM & Loyalty that matter most here.
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Loyalty points and tiers
Set how points are earned and what each point is worth, define tiers with benefits, set expiry in days and a minimum redemption. Customers redeem points as a payment method at the counter.
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Bulk points award
Award points to a whole customer type, segment or list at once for a festival campaign or a service recovery, with the reason recorded on every loyalty transaction for later review.
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Customer types and segments
Group customers into types such as retail, wholesale or corporate, and define segments with rules on customer type and minimum purchase. Types and segments drive price tiers and campaign target lists.
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Coupons per customer
Issue coupon codes with value, limits and validity, assign them to specific customers or campaigns, and track redemption on invoices and at POS so a code is never used twice by mistake.
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SMS campaigns
Send promotional or informational SMS to a filtered customer list, schedule the send and watch delivery counts. Bangladeshi gateways such as Grameenphone, Robi, Banglalink and SSL Wireless are supported, with Bangla Unicode encoding handled.
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Flash sales and abandoned carts
Run time-boxed flash sales on the storefront and follow up abandoned carts from the same module, so online browsers become buyers and a forgotten cart gets a nudge.
A working day for superstores
The sequence this trade actually runs, from the industry guide.
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Open counters for the day
Cashiers check in to their counter, opening cash is recorded, and the session starts. Prices and promotions for the day are already in the system.
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Bill customers by barcode
Items are scanned, loose items are picked from the screen, loyalty points are added to the member's account, and payment is taken in cash, card or bKash.
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Restock from the godown
Shelf stock is topped up with a transfer from the godown, and replenishment suggestions are turned into purchase orders for suppliers.
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Receive supplier deliveries
Goods arrive against purchase orders, quantities are checked at the GRN, damaged items are returned and the supplier bill posts to payables.
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Close counters and review
Each counter runs a Z-report and the cash is counted against it. The owner sees sales by counter, outlet and category, and the day's margin.
Questions
Answered plainly, including where the answer is no.
How do customers earn and use points?
Points accrue against the customer record at the counter and can be redeemed there, with tiers if you want higher spending customers treated differently. Bulk award covers campaigns and goodwill gestures.
Can members get their own prices?
Yes. Customer types and groups carry price tiers, and coupons can be issued to individual customers or to a segment.
See SORS ERP running on your own numbers
A 30-minute demo in Bangla or English, with your products, your VAT setup and your questions.