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Loyalty Programs

Reward your loyal clients and encourage repeat visits with Putra's loyalty program feature. This guide covers setting up programs, tracking points, and managing redemptions.

Overview​

Loyalty programs help you:

  • Reward repeat clients
  • Encourage regular visits
  • Build client retention
  • Track engagement
  • Offer special perks

Accessing Loyalty​

Navigate to Loyalty in the clinic sidebar to manage your loyalty programs.

Setting Up a Loyalty Program​

Creating Your Program​

  1. Go to Loyalty
  2. Click Create Program (if no program exists)
  3. Or click Edit Program to modify existing

Program Configuration​

SettingDescription
Program NameDisplay name (e.g., "Putra Paws Club")
DescriptionBrief explanation for clients
StatusActive or Paused

Points Structure​

Define how clients earn points:

Visit-Based Points​

TriggerPoints Awarded
Per VisitFixed points per appointment
Per Amount SpentPoints based on invoice total
Per ServiceDifferent points for different services

Example Configuration​

Base: 1 point per €10 spent
Bonus: 5 points per vaccination
Bonus: 10 points per wellness exam

Reward Tiers​

Set up rewards clients can redeem:

RewardPoints RequiredDescription
Discount50 points€5 off next visit
Free Service100 pointsFree nail trim
Premium Reward200 pointsFree wellness exam

Earning Rules​

Configure additional rules:

RuleOptions
Points ExpirationNever, 6 months, 1 year, 2 years
Minimum SpendMinimum invoice for earning points
Earning CapMaximum points per visit
Excluded ServicesServices that don't earn points

Managing Client Points​

Viewing Client Balances​

From the Loyalty page:

  • See all enrolled clients
  • Current point balances
  • Points earned/redeemed history
  • Lifetime totals

Client Loyalty Card​

Each client can view:

  • Current point balance
  • Progress to next reward
  • Available rewards
  • Points history

Manual Point Adjustment​

To adjust a client's points:

  1. Find the client in loyalty list
  2. Click Adjust Points
  3. Enter adjustment:
    • Positive to add points
    • Negative to remove points
  4. Provide reason for adjustment
  5. Save

Adjustment Reasons​

Track why points were adjusted:

ReasonWhen Used
Manual BonusExtra reward for special occasion
CorrectionFix an error
GoodwillCustomer service gesture
ExpirationPoints expired
OtherCustom reason

Earning Points​

Automatic Earning​

When configured, points are earned automatically:

  1. Client completes a visit
  2. Invoice is paid
  3. Points calculated based on rules
  4. Points added to client's balance

Earning Triggers​

Trigger TypeHow It Works
Invoice TotalPoints based on amount spent
Per VisitFixed points per completed visit
Service-SpecificDifferent points for specific services

Bonus Points​

Award extra points for:

  • First visit
  • Referrals
  • Specific promotions
  • Birthday visits
  • Off-peak appointments

Redeeming Rewards​

Client Redemption​

When a client wants to redeem:

  1. Verify their point balance
  2. Confirm the reward they want
  3. Process the redemption in Putra
  4. Apply discount or provide service

Processing Redemption​

  1. Open client's loyalty profile
  2. Click Redeem Reward
  3. Select the reward
  4. Points are deducted
  5. Record the redemption

On Invoice​

When creating an invoice:

  1. Note client has redeemable points
  2. Apply loyalty discount
  3. Record redemption in loyalty system
  4. Discount appears on invoice

Loyalty Reports​

Available Reports​

ReportShows
Member SummaryAll enrolled clients and balances
Points ActivityEarning and redemption history
Reward RedemptionsWhat rewards were claimed
Program PerformanceOverall program metrics

Key Metrics​

Track program success:

  • Total active members
  • Points issued this period
  • Points redeemed this period
  • Most popular rewards
  • Average points per client

Client Communication​

Loyalty Notifications​

Optional notifications to clients:

  • Points earned after visit
  • Reward achieved
  • Points expiring soon
  • Special loyalty promotions

Marketing Benefits​

Use loyalty data for:

  • Targeted promotions
  • Re-engagement campaigns
  • Client appreciation
  • Referral programs

Best Practices​

Program Design​

  1. Keep it simple - Easy to understand rules
  2. Make it achievable - Rewards within reach
  3. Offer variety - Different reward options
  4. Communicate clearly - Explain how it works
  5. Be consistent - Apply rules fairly

Engagement Tips​

  • Mention points during visits
  • Celebrate milestones
  • Send expiration reminders
  • Offer bonus point events
  • Recognize top members

Avoiding Issues​

  • Don't change rules retroactively
  • Honor earned rewards
  • Handle complaints promptly
  • Track everything

Troubleshooting​

Points Not Awarded​

If a client didn't receive expected points:

  1. Verify the visit was completed
  2. Check invoice was paid
  3. Confirm service qualifies
  4. Check earning rules
  5. Manually adjust if appropriate

Redemption Issues​

If redemption fails:

  • Verify client has enough points
  • Check reward is still available
  • Confirm program is active
  • Try manual processing

Balance Discrepancies​

If client questions their balance:

  1. Review points history
  2. Check for expirations
  3. Verify all transactions
  4. Explain or correct as needed

Program Examples​

Simple Visit-Based​

Earn: 10 points per visit
Rewards:
- 50 points = €5 off
- 100 points = €15 off
- 200 points = Free basic exam
Expiration: 1 year

Spending-Based​

Earn: 1 point per €5 spent
Bonus: 2x points on vaccinations
Rewards:
- 100 points = 10% off next visit
- 250 points = Free nail trim
- 500 points = Free annual wellness
Expiration: 2 years

Tiered Program​

Bronze (0-100 points): Earn 1 point/€10
Silver (100-500 points): Earn 1.5 points/€10
Gold (500+ points): Earn 2 points/€10

Rewards scale with tier level

Pausing or Ending​

Pausing the Program​

To temporarily pause:

  1. Edit program settings
  2. Set status to Paused
  3. No new points earned
  4. Existing points preserved
  5. Redemptions still honored

Ending the Program​

To permanently close:

  1. Communicate to clients
  2. Allow redemption period
  3. Process remaining redemptions
  4. Deactivate program
  5. Keep records for history
warning

Honor existing earned points before closing a program to maintain client trust.

Integration​

With Invoicing​

  • Points calculated from invoices
  • Discounts applied on invoices
  • Redemptions recorded

With Appointments​

  • Track visit-based earning
  • Bonus for specific visit types
  • Engagement metrics

With Pet Records​

  • Points tied to specific pets
  • Multi-pet bonuses possible
  • Historical tracking

Next Steps​