Postbank Loyalty Points Automation Process Qorus-Infosys Finacle Banking Innovation Awards 2025

Concept & Objectives This innovation automates the end-to-end MyRewards loyalty points redemption process for credit card holders, transforming it from a manual, agent-based service to a seamless digital self-service flow.

Key objectives: Reduce call center workload and free agents to handle higher-value tasks Accelerate redemption processing through automation Improve customer satisfaction with faster, more transparent service Ensure personalized and compliant communication based on card status

State of Competition While many loyalty programs still rely on manual, Postbank offers a frictionless, fully digital process initiated via a call but completed with no further human interaction.

This hybrid model (human-initiated, digitally completed) offers a unique balance of: Speed and personalization Scalability for high-volume customer support Automation that integrates with existing CRM and RPA systems Postbank is among the first in its region to achieve this level of workflow automation in a loyalty redemption process.

Sources of Inspiration Repetitive call center traffic and agent fatigue Standardized inquiries that could be templated and automated Need for better CX consistency and process reliability RPA success in back-office processes, now extended to customer interactions

Postbank’s automated loyalty redemption flow is a clear demonstration of how small, targeted innovations can create significant impact. By combining automation with customer-friendly UX and smart communication, the bank has turned a high-volume, high-cost process into a digital service benchmark — freeing up time, reducing errors, and enhancing satisfaction at scale.