Munich, 9/18/2018. Following a European competitive bidding process, DB Fernverkehr AG has renewed the contract with Loyalty Partner Solutions (LPS) for up to seven years. LPS came out on top against strong international competition and remains responsible for the operation of the CRM system behind the BahnCard and BahnBonus programs.
“We appreciate LPS as an extremely reliable partner, which delivers consistently high-quality services, operations and advisory work. We are looking forward to continuing our work with LPS to develop our customer loyalty program and keep improving it for our customers”, said Dr Claudia Köhler, Head of Customer Loyalty and Development at DB Fernverkehr. “We are confident that we will profit from the expertise of LPS for the upcoming digitalization of BahnBonus and will work successfully with them to expand the customer touchpoints and optimize the customer experience along the entire travel value chain.”
The relationship between LPS and DB goes back to 2002, when LPS started providing services for Bahn.Comfort, and was expanded in 2007. Since then LPS has been the general contractor for CRM, loyalty and card management. As well as operating and refining the CRM system for BahnCard customers of DB Fernverkehr AG, the long-distance rail operator, LPS is responsible for managing and handling correspondence and for the production and personalization of the BahnCard.
LPS will retain its role as general contractor. “In addition to our everyday business, the planned large-scale joint projects mean that the existing CRM system should see some exciting new technological developments coming up. So a wide-ranging cloud strategy is to be implemented and the system integrated into DB’s reorganized new sales structure”, said Philipp Correll, Head of DB Services at Loyalty Partner Solutions.
Around 60 LPS employees from different departments are involved in the project in order to optimize fulfillment of DB’s requirements and services and to advise the company on further developments to its program and other innovative topics. In addition, the team is supported by other sub-contractors who are coordinated and managed by LPS.
“We would like to take this opportunity to say thank you for the confidence expressed in us and look forward to remaining a close partner of DB for everything to do with customer loyalty”, commented Alexander Glück, CEO of Loyalty Partner Solutions.
“For us, DB is a long-standing member of our loyalty family and we care deeply about the success of the BahnCard program. So our team will continue to bring enthusiasm and dedication to giving DB the best possible support.”