Revolutionising Rewards and E-commerce for a Circular Economy

Sustainable Salons – Australia and New Zealand (SSANZ) partnered with Arcturious to transform their outdated rewards and e-commerce platforms. The result was a cutting-edge, integrated solution that not only solved operational challenges but also amplified SSANZ’s environmental impact and member engagement.

This project showcases how strategic technology implementation can drive business growth while promoting sustainability resulting in a 32% increase in member engagement, supporting the reintroduction of $3.9M worth of recycled products into the economy, and helping the diversion of 1.98M kg of salon waste from landfills.

Let’s dive in…

SSANZ faced a critical juncture in their growth trajectory. Their existing rewards and e-commerce platforms had become outdated, hindering operational efficiency and member engagement. Recognising the need for a transformative solution, SSANZ partnered with Arcturious to revolutionise their digital infrastructure.

“We knew our legacy systems were holding us back. We needed a solution that could not only solve our immediate challenges but also support our future growth and sustainability goals.”

Anuj Dhawan, SSANZ Innovations Lead

Challenge:

SSANZ grappled with multiple hurdles that threatened to impede their growth and impact:

An end-of-life rewards store platform raising security and reliability concerns on Magento
Inefficient manual processes leading to frequent errors and data inconsistencies
Fragmented member data obscuring valuable insights
Disjointed relationship between points and cash payments complicating transactions
Lack of a seamless digital experience frustrating member
Limited scalability threatening to stifle ambitious expansion plans

“First and foremost, their rewards platform was on a version of Magento that was no longer being supported, so it was a real case of a burning platform, and we had to move quickly to handle that rewards system. It was either upgrade or change, and in terms of cost, both were similar, so they decided to look for additional value in a new platform.”

Michael Diamond, Arcturious

The Solution:

Arcturious, in collaboration with StoreConnect and Salesforce, developed a tailored solution that addressed SSANZ’s unique needs:

Advanced Salesforce Integration

Arcturious leveraged advanced Salesforce components to enhance the solution:

Utilised Salesforce CPQ (Configure, Price, Quote) for complex pricing structures
Implemented Salesforce Field Service (FSL) for efficient inventory management
Developed synchronisation between FSL and StoreConnect for real-time inventory tracking across all channels
Facilitated complex features like Bundles and Block Pricing directly through StoreConnect

Seamless Digital Experience

Custom-tailored StoreConnect to align with SSANZ’s branding
Implemented single sign-on via Salesforce Experience Cloud
Achieved data synchronisation through Heroku Connect

Automation Excellence

Integrated order processing, fulfillment, and member management
Automated notifications for third-party suppliers
Streamlined business logic triggers post-order placement

Unified Transactions

Bridged the gap between points and cash payments
Enhanced StoreConnect with a bespoke points solution
Enabled flexible control over pricing and product availability

Data Centralisation

Consolidated all data into a single repository
Enabled robust reporting on earning and purchasing behaviour

Scalable Infrastructure

Built on Salesforce and Heroku to handle substantial growth
Implemented elastic infrastructure to manage demand fluctuations

In summary, Arcturious provided SSANZ with a single data model, on-brand customer experience, seamless data flow, mitigated risks related to Salesforce downtime, single sign-on for members, reduced technical debt, and a scalable platform that’s both sustainable and capable of adapting to business growth.

Results:

The implementation led to remarkable outcomes:

Waste Diversion and Value Creation:
- Helped support the diversion of 1,983,842 kg of salon waste from landfill through closed-loop products.
- Unlocked $3.9M worth of value for their network in 2023/2024 by converting salon waste into closed-loop products, available through this innovative points-based rewards system

Operational Efficiency and Expansion:
- Dramatically improved operational efficiency, enabling significant expansion of the circular economy with zero additional headcount:
- Expansion of green supplier ecosystem to 63 partners across AU/NZ
- Nearly doubling the catalogue of available products made from recycled salon waste on their rewards store.
- Supercharged their serviced network to 1,500+ salons across 744 ANZ postcodes, including 263 regional areas.
- Achieved a 32% increase in points spent per member, reflecting greater customer satisfaction and loyalty.

Revenue Generation and Inclusivity:
- Generated ~$3k additional monthly revenue by expanding their e-commerce store to ‘points ineligible’ members, allowing participation with cash.

The partnership between SSANZ, Arcturious, Salesforce, and StoreConnect demonstrates how strategic technology implementation can drive both business growth and sustainability efforts.

By addressing SSANZ’s unique challenges with a tailored Salesforce solution, Arcturious has not only streamlined operations but also empowered SSANZ to magnify their environmental impact.

As SSANZ continues to expand its reach, this technological foundation will play a crucial role in shaping the future of sustainable beauty practices across Australia and New Zealand.

If you are looking for help to solve a similar problem or would like to discuss working with Arcturious email us at [email protected] or head back to our home page and fill in the contact us form.