Client Requirements

Customers of each chain were offered free membership to a customer club – the VIP Club for Spotlight and the Adventure Club for Anaconda. A significant proportion of walk-through and online customers choose to join these clubs as it is free to join, the membership was valid in stores across Australia, and customers/ members were entitled to an exciting range of benefits including exclusive member offers, discounts, special promotions and mail offers. Customers could sign up to the clubs in store using paper forms, with a large quantity of these forms received for processing. However, staff at the Spotlight customer service centre were required for customer facing tasks, so a cost effective solution for the processing of these forms was required.

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