Microsoft

Microsoft is a worldwide leader in software, services and solutions that help people and businesses realize their full potential.

The Challenge

Microsoft was looking to bring additional value to their sales incentive promotions in various regions to reward participating sales representatives of the company's partners for selling genuine Microsoft products. The company was looking for a branded prepaid card solution to help fortify their brand image, while at the same time providing convenience for the sales force when redeeming the incentive.

The challenge for Microsoft was putting in place a customised programme that met stringent end objectives and requirements. This programme would necessitate a customised solution that included a special invoicing process, unique card design and website branding, email notifications and static PIN logic. All steps would require lengthy review by Microsoft's legal and business teams before implementation could commence.

An additional consideration was finding a prepaid card provider that offered a global solution rather than a country-specific one, which would allow the company to coordinate incentive payments for multiple regions as the programme expanded.

The Solution

Microsoft turned to Citi Prepaid Services to develop a Prepaid card solution to meet the precise needs of its incentive fulfillment programme. Citi took a consultative approach, working closely with Microsoft to customise a solution that would enhance the company's existing fulfillment processes, starting in UAE as a pilot.

After several months of highly collaborative work, Microsoft's Promoter Incentive Programme for UAE was implemented. The Citi Prepaid card solution was tailored to the specific requirements of the programme. The Citi implementation team devised a unique invoicing and delivery methodology to fit Microsoft's internal processes, taking into consideration how the company's vendors interact. Because Microsoft utilises a shared service centre (SSC), which is responsible for settling invoices for the entire region, Citi customised its back-end process to provide an email ID allowing the SSC to capture specific cost code information in the invoice.

An email notification process automatically alerted Microsoft whenever a card was generated and dispatched, while also notifying the recipient when funds were loaded onto the card.

As part of the implementation process, Citi incorporated the company's branding message onto the cards themselves. The "Microsoft Genuine Rewards" cards were a Microsoft-branded Visa Prepaid card that feature a static PIN number. The PIN, which allows ATM access and telephone enquiries with customer care, is the last four digits of the card number itself, simplifying use for card holders, as well as decreasing fulfillment costs of packaging and postage, since a separate PIN mailer is not required.

Additional customisation was involved in the creation of the website, which allows cardholders to check card balances, transaction histories, find answers to FAQs, and access cardholder pricing. This Citi Prepaid website included Microsoft branding, as well as specific links providing incremental touch points for the sales force to further interact with the brand.

The Citi solution provides Microsoft with access to invaluable information on the usage pattern of the card programme at an aggregate level, thereby enhancing understanding of their sales force, spending patterns, etc. This in-depth information can be leveraged to further customise the incentive programme for improved outputs.

The Result

Since the inception of the programme, Microsoft Genuine Rewards prepaid cards have been issued to eligible sales representatives of Microsoft Gulf partners in the UAE. These Citi Prepaid cards, issued in denominations of $100 to $500 as a reward for selling genuine Microsoft products, can be used at any retail location worldwide which accepts Visa.

"Citi Prepaid Services proved to be a very responsive partner throughout the entire implementation process for our pilot in the UAE," explained Sela Gu, Senior Marketing Manager, Microsoft OEM Marketing. "The Citi team was extremely flexible, customising their solution to meet the specific requirements of our programme. From the card and website design down to the internal programme processes, Citi worked closely with us to put together a solution that fits our exacting needs."

The Promoter Incentive Programme is seen as an effective means for boosting sales in the region. "The pilot in the UAE is a part our WW channel strategy and we are looking to expand the use of Citi Prepaid cards for sales incentives into other countries in the Middle East and beyond." said Felicia Guilty, General Manager, Microsoft OEM.