WÖHRL - Transforming Customer Loyalty with Digital Wallet Passes
About WÖHRL and the project
WÖHRL, a leading German fashion retailer, set out to modernize its loyalty program and strengthen customer engagement. The goal: offer customers an additional digital-first solution that brings added value.
The Solution: Digital Wallet Passes with Passcreator
By implementing Passcreator, WÖHRL introduced a multi-faceted digital loyalty program that complements the existing physical card system. Customers now have the choice to access all relevant loyalty features directly on their smartphones-no additional app required. The solution covers two core use cases that are all distributed in one convenient download through a pass-bundle:
- Loyalty:
The digital WÖHRL CARD enables customers to collect bonus points, track their membership status, and access exclusive benefits such as up to 5% loyalty bonus, welcome and birthday gifts, and invitations to exclusive events. All information is updated in real time and always available in the digital wallet. - Vouchers & Rewards:
Digital voucher cards allow for the easy distribution and redemption of shopping credits, special discounts, and reward coupons. Customers can redeem their rewards at the point of sale, making the experience frictionless and rewarding.
Customer Benefits
- Choice & Convenience: Customers can use either their physical card or the digital version-whichever suits them best.
- Always Accessible: The digital card ensures benefits are available anytime, anywhere.
- Transparency: Real-time overview of bonus points, status, and available rewards.
- Personalized Experience: Offers, news, and events are tailored to individual preferences and purchase behavior, including local store updates.
- Easy Registration: Quick, paperless activation-no additional app required.
- Sustainability: The digital solution reduces reliance on plastic and paper, supporting eco-friendly practices.
Business Benefits for WÖHRL
- Operational Efficiency:
Digital identification at the POS streamlines store processes and reduces manual effort. - Cost Reduction:
Supplementing physical cards with digital passes lowers production and administrative costs over time. - Sustainability:
The eco-friendly approach aligns with increasing consumer demand for sustainable practices. - Omnichannel Communication:
News, offers, and vouchers can be distributed via email, push notifications, and wallet passes, maximizing reach and engagement. - Increased Engagement:
Multiple digital touchpoints encourage regular interaction and strengthen customer loyalty.
Challenges Addressed
Before digitization, WÖHRL’s loyalty program faced several challenges:
- Physical cards were often forgotten, limiting program participation.
- Customers lacked transparency about their bonus status and available rewards.
- Communication about offers and events was inconsistent, not personalized, and rarely location-specific.
- Manual processes created inefficiencies and unnecessary costs.
The digital transformation solved these issues by:
- Making registration and participation easy and immediate.
- Providing real-time updates and transparent information to customers.
- Enabling targeted, personalized communication - including local store events and offers-across multiple channels.
- Automating reward distribution and bonus tracking.
- Delivering measurable KPIs and actionable insights for continuous program optimization.
Results & Impact
- Access to the digital card is offered to approximately 1 million customers
- The company has observed increased customer retention and higher participation in loyalty campaigns.
- There has been a noticeable reduction in material and administrative costs.
Conclusion: Setting the Standard for Modern Retail Loyalty
The digital WÖHRL CARD, powered by Passcreator, complements the traditional physical card and empowers customers with choice, convenience, and transparency. By combining loyalty/status cards, location-based news/event updates, and digital vouchers, WÖHRL delivers a seamless, personalized, and rewarding experience - while benefiting from greater efficiency, sustainability, and valuable business insights.
WÖHRL's approach demonstrates that digital wallet passes are a strategic driver for customer satisfaction, loyalty, and long-term business success-without requiring customers to give up their familiar physical cards.