Powering loyalty with Salesforce Loyalty Management

A platform reaching end of life. Logic spread across the estate.

At the centre of the decision was a platform reaching end of life. Monsoon and Accessorize's existing loyalty technology was ageing out of support, and the business needed a stable, modern replacement before that became a risk. Internally, this is one of Monsoon's most important programmes this year.

Points balances, voucher redemptions and customer opt-in status moved between six systems through point-to-point connectors and Talend jobs, with no native wallet acting as a single source of truth for a customer's balance.

Monsoon and Accessorize wanted a future-ready loyalty foundation: scalable and stable, consistent whichever channel a customer engaged from, and with business-led visibility and control over day-to-day operations.

• Preserve the proposition - Existing earning rules, voucher conversion logic and loyalty tiers kept exactly as they were for phase one, with no redesign of the commercial proposition.
• Nothing shifts at cutover - Live customer balances and voucher values carried across with enough precision that nothing changed for the customer.

Five phases, one joint team.

Delivery was governed by a joint operating model spanning Monsoon and Accessorize, Salesforce and AbsoluteLabs, with a combined delivery team, a structured review cadence, and defined decision-making and escalation routes to keep scope, schedule and risk visible throughout.

1. 01Discovery & Planning
2. 02Solution Design
3. 03Build & Configuration
4. 04Testing & QA
5. 05Go-Live & Hypercare

Five workstreams, one loyalty platform.

AbsoluteLabs, working alongside Salesforce, delivered a phased Salesforce Loyalty Management implementation built around five workstreams.

• Loyalty programme alignment - Translating Monsoon and Accessorize's existing earning, voucher conversion and member lifecycle rules into Salesforce Loyalty Management's standard programme structure, preserving the existing commercial and customer proposition rather than redesigning it.
• Customer wallet configuration - Moving loyalty value and voucher balances onto Salesforce’s native wallet model, in place of the bespoke balance-tracking Monsoon and Accessorize relied on before, while keeping continuity with existing balances.
• Cross-channel integration - Using AWS to re-platform the connections between Salesforce Loyalty Management and Monsoon and Accessorize's wider estate (RetailJ POS, Salesforce Commerce Cloud, Ometria, One Stock and Exasol), replacing point-to-point connectors and Talend jobs with AWS middleware built around Salesforce as the system of record for loyalty.
• Operational ownership enablement - Giving Monsoon and Accessorize's own business teams clarity and control over how loyalty operations run day to day in Salesforce: programme monitoring, adjustments and routine actions.
• Transition into live operation - A controlled cutover of the existing loyalty programme into Salesforce, carrying customer balances across accurately and validating stable performance at launch, with a defined handover into Monsoon and Accessorize's steady-state operations.

Monsoon and Accessorize’s loyalty programme went live on 22 September 2026. It is early days and Monsoon and Accessorize is still gathering figures, but two early indicators point to what running loyalty in one place makes possible: