Account Management

We offer three tiers of account management to support your loyalty program depending on your needs: Success, Shared, and Dedicated. This article explains what each plan includes and who it's best suited for.

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Success management

Named account manager

A named account manager for:

• Account, license and billing enquires

• A monthly catch-up call to discuss the progress of your loyalty program

Email support

Email support from the WLL Support team for:

• Platform questions and basic implementation advice

• Platform feedback or suggestions

• Tech issues or bugs

Self-serve resources

Access to all of our self-serve resources, including:

• Knowledge base for platform and feature information

• API docs for implementation reference

• WLL blog for loyalty program best practices

This plan is good for:

• Clients confident managing their own program setup and config

• Teams with in-house developers or technical capacity

• Projects with minimal hand-holding or support required

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Shared management

Everything included in success management, plus:

Named product expert

A named product expert to provide unlimited email support and up to two hours of call time per month for any of the following:

• Platform orientation for new starters or as a refresher

• Loyalty program strategy and design

• Personalised implementation guidance

• Loyalty Console training

Named account manager

A fortnightly catch-up call with your named account manager.

This plan is good for:

• Clients who want regular guidance but can still handle day-to-day ops

• Teams launching new programs or making regular changes

• Marketers or product owners who benefit from having a WLL expert on hand for ideas, feedback, and training

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Dedicated management

Everything included in shared management, plus:

Managed loyalty program setup & configuration

We'll setup, configure, test and maintain your loyalty logic and campaigns in the Loyalty Console on your behalf.

Named product expert

Up to eight hours of call time per month with your named product expert.

Named account manager

A weekly catch-up call with your named account manager.

This plan is good for:

• Clients who want WLL to fully manage their loyalty configuration

• Teams with limited capacity or technical resource

• Programs with high complexity, ongoing changes, or stakeholders who expect things “just handled”