How The Game Collection changed the loyalty game: 318% ROI in 2 Months

The Challenge

The Game Collection, a leading UK gaming retailer, was trapped by their legacy Magento loyalty system:

Support overload: 100+ weekly tickets about missing points
Point discrepancies: Promotions breaking between checkout and fulfillment
Zero visibility: No data connecting promotions to revenue
Customer frustration: Points disappearing when orders shipped weeks later

After evaluating multiple platforms, TGC chose Joy for one critical reason: deep expertise in both Magento and Shopify that would ensure a smooth migration.

The Solution: Three Game-Changing Features

1. Awaiting points visibility

Joy team created a transparent system showing customers their pending versus available points – eliminating the mystery that plagued their Magento system:

Shows customers exactly which points are pending vs. available
Eliminated "where are my points?" confusion
Reduced support burden by 40%

"The awaiting points visibility is very valuable for our customer service team. That's something we didn't have with Magento."
– Nathan Drake - Head of IT, The Game Collection

2. Checkout point capture engine

Gaming retailers run promotions that change daily, but orders ship weeks later. Our engine freezes promotional rules at purchase, guaranteeing accuracy:

Locks in promotional rules at the moment of purchase
Honors exact points shown even when orders ship months later
Achieves 100% accuracy between promise and delivery

"We can fulfill our orders in four weeks time, six months time and the customer still gets the points that they saw at checkout."
– Nathan Drake - Head of IT, The Game Collection

3. Real-time analytics dashboard

TGC finally gained visibility into which promotions actually drove revenue, enabling optimization that tripled industry-average engagement:

Tracks unit-level point spending and redemption patterns
Connects specific promotions directly to revenue spikes
Enables data-driven optimization that drove 61% redemption rate

"Those two features are by far what sets you apart from the other apps. Now that they've been implemented, they could probably be used for a lot more of your clients as well."
– Nathan Drake - Head of IT, The Game Collection

The Results

Six months after migration, the transformation exceeded all expectations. The numbers tell a story of what happens when loyalty technology actually works the way it should – invisibly empowering both customers and business operations.

Before Joy:

Manual point adjustments for eating hours daily
No visibility into promotion effectiveness
Low customer engagement with the loyalty program
The support team is overwhelmed with point inquiries

After Joy:

318% ROI - after 2 months of official launch
61% redemption rate – 3x the industry average
40% fewer support tickets about loyalty

The numbers tell a powerful story: Joy didn't just solve TGC's operational problems – we transformed their loyalty program into a profit center.

Why It Worked

Technical excellence meets business understanding

Joy's dual mastery of Magento and Shopify meant we understood both the technical migration challenges and the business logic that needed preservation.

Customization without complexity

Instead of forcing TGC into a template, we built features specifically for their promotional calendar while keeping the interface simple for both staff and customers.

Partnership beyond expectations

Our team worked across time zones, often responding at 2 AM to ensure TGC's success. This commitment enabled us to deliver customizations that perfectly matched their needs.

"You've done a fantastic job customizing things. You've gone above and beyond... that is exactly what you've done."
– Giles Davies - COO at The Game Collection

The bottom line

The Game Collection proves that the right loyalty technology partner can deliver extraordinary ROI. Their 61% redemption rate – triple the industry average – shows what happens when customers actually understand and trust their rewards.

Key Takeaways: