You steer the programme.
We run the operations.
You set the direction
Goals, budget, programme rules and essential decisions remain with you.
We do the work
PRODATA resolves service cases, maintains data and campaigns, and coordinates operational processes.
You stay informed
Reports, clear approvals and practical recommendations make progress and costs visible.
Your strategy.
Our daily commitment.
PRODATA can manage the complete day-to-day operation of your loyalty or incentive programme. We handle participant enquiries, accounts and points, verify evidence, fulfil rewards, maintain campaigns and support the technology. Project management, reporting and continuous improvement are included.
From correcting an address to running an international campaign, our team handles the work and connects the processes involved. You do not need to build a separate operating team.
The strategic and economic management remains with you. You define objectives, budgets and decision-making limits. We implement them, report on operations and prepare improvements for your approval.
One team.
The whole operation.
Participants & Accounts
Check registrations, resolve access issues, maintain master data, assign partners and answer enquiries.
Points & Evidence
Verify evidence, allocate sales and activities, credit points, process corrections and investigate anomalies.
Rewards & payouts
Maintain ranges, process orders, coordinate suppliers, resolve delivery issues and manage cashback.
Content & Campaigns
Update portal content, configure campaigns, inform participants and deliver newsletters or mailings.
Technology & Data
Monitor data imports and interfaces, fix processing errors, manage access and test changes.
Management & optimisation
Coordinate tasks, schedules and partners, evaluate costs, report results and implement improvements.
You can entrust us with complete operations or selected tasks. Our full-service model brings day-to-day work into one coordinated operating structure, with defined responsibilities, approvals and a central contact for your business.
You decide.
We'll take care of it.
You retain budget authority, strategic direction and responsibility for commercial decisions. PRODATA runs daily operations within your agreed parameters. Our project management coordinates tasks, schedules and suppliers, bringing you the decisions that require your approval.
Your role: objectives, budgets and key approvals
You define audiences, market objectives, programme rules and commercial boundaries. You approve budgets, major rule changes, new countries and significant investments. We provide operational updates, cost summaries, options and decision papers, enabling you to steer the programme without handling every individual case.
Our role: deliver, follow through and coordinate
We assign operational tasks, process cases and track outstanding issues to resolution, including enquiries with participants, suppliers and technology partners. Project management oversees deadlines, dependencies, quality and agreed costs. Your team has one point of coordination instead of managing multiple handovers.
Clear authority for effective operations
We define which corrections, substitutions and routine decisions PRODATA can make and when your approval is needed. Service hours, channels, languages, response targets and escalation paths are agreed around your requirements. This supports efficient daily work while preserving your control of significant decisions.
Resolve enquiries.
Support participants.
A login fails, points are missing or a reward has not arrived: PRODATA receives the enquiry, investigates the case, coordinates the solution and updates the participant. We support end customers, business customers, sales partners, salespeople and service units in line with their role.
Registration, access and participant data
We answer participation questions, support registration, check permissions and help with locked accounts or password issues. We maintain addresses and contacts, assign users to partner companies and process agreed account changes. Support is delivered through agreed channels, such as phone, email or the programme portal.
Resolve points, reward and complaint enquiries
We explain balances and programme conditions, investigate missing credits and request necessary evidence. For delivery problems, unusable vouchers or complaints, we coordinate resolution with the responsible teams and suppliers. Participants receive a clear update on the outcome or next step.
Maintain support knowledge and traceable case records
We record contact reasons, handling steps and outcomes, and maintain help content, FAQs and response templates. Support information is updated when campaigns or rules change. AI can help classify enquiries and prepare responses; approved programme rules and specialist review remain the basis for handling cases.
A structured handover.
Reliable everyday delivery.
Record
Review rules, data, systems and open cases.
Configure
Set up the team, access rights, workflows and approvals.
Take over
Start daily tasks and participant support.
Manage
Check operations, schedules, costs and quality.
Improve
Propose, approve and implement improvements.
We create a practical handover and operating plan covering tasks, responsibilities, open cases, contacts and agreed reporting. Existing systems and partners are included. Your PRODATA contact coordinates both the transition and ongoing operations.
Take care of the details.
Keep the programme running.
We verify evidence, clean data, credit points, process reward orders and configure campaigns. Small operational tasks are also part of the full service. Decisions follow your programme rules, with traceable changes and processing steps.
Maintain participant accounts, roles and master data
We check registrations, maintain participant and company data, and manage roles and partner assignments. Contact changes, address corrections, duplicates and account mergers follow defined rules. Data access and deletion requests are handled through agreed processes with the responsible teams.
Process sales, evidence and points
We process incoming sales and activity data, check invoices or other evidence and assign them to the correct participant and transaction. We request missing information and investigate duplicate submissions and anomalies. Points credits, status changes, cancellations and justified corrections follow your rules.
Manage rewards, vouchers and cashback
We maintain ranges and availability, process orders and coordinate suppliers and fulfilment. This includes delivery status, enquiries, complaints, returns and account corrections. We deliver digital vouchers and resolve redemption issues. Cashback management covers verification, approvals, payment and the associated records.
Maintain the portal, campaigns and participant communications
We maintain portal copy, FAQs, offer details and campaign periods. We configure approved campaigns, audiences and bonus rules, check presentation and deliver participant communications through emails, newsletters, mailings and portal notices. For international programmes, we coordinate translations and country-specific content.
AN EVERYDAY EXAMPLE
“My points are missing.”
We'll take care of the solution.
- Record requestIdentify the participant, purchase and missing credit.
- Check data and evidenceReconcile the sales import, invoice and programme rule.
- Resolve the caseCredit eligible points or request the specific evidence needed.
- Close and improveInform the participant, document the outcome and address recurring causes.
We resolve routine cases within your approval rules. Fundamental decisions remain with you.
Check data.
Resolve incidents.
We monitor data imports, interfaces, points processing and order status updates. When errors occur, we establish their cause and impact, coordinate technical resolution and reprocess affected transactions. This connects platform operations with actual business processes.
Monitor interfaces, imports and processing
We check incoming data and processing results, resolve missing files and invalid records, and coordinate corrections with connected systems. After fixing an error, we check that points, orders and status updates have been processed completely. Outstanding discrepancies remain tracked.
Manage incidents, maintenance and releases
We log incidents, prioritise them by impact and coordinate resolution with development, hosting or connected partners. Maintenance and software changes are planned, tested and released into operation. Affected teams receive the information they need. Recovery is followed by functional checks and reprocessing where necessary.
Manage access and operational privacy processes
We set up required operational access, adjust permissions when roles change and remove unnecessary access. Changes and processing steps are documented. Retention, data access and deletion requirements are incorporated into daily work according to defined responsibilities and your specialist teams' instructions.
Centrally managed.
Adapted to each country.
PRODATA also operates international and global programmes. We coordinate country teams, local content and offers, support languages, data deliveries and campaigns. You retain common objectives and budget parameters; we implement country-specific requirements in everyday operations.
Coordinate country-specific tasks centrally
We coordinate operational planning across participating markets, including local contacts, translations, approvals, range and campaign changes, and support enquiries. Country organisations receive agreed access and reports. Shared standards remain in place while local differences are implemented deliberately.
Support launches, campaign peaks and new markets
Before a campaign or country launch, we prepare data, content, support knowledge and handling capacity. We coordinate launch, monitor incoming cases and resolve exceptions. Service hours, languages and capacity reflect actual requirements and the agreed scope.
One point of contact.
The complete picture.
Project management
One accountable contact coordinates tasks, schedules, teams and partners and tracks outstanding issues to resolution.
Commercial oversight
Receive reporting on participation, activity, redemption, service and costs, highlighting deviations and decisions required.
Continuous improvement
We identify recurring enquiries, abandonment and process errors, recommend improvements and implement approved actions.
What your operational report shows
At agreed intervals, we report on participant development, active usage, points, redemptions, service cases, processing status and recurring problems. Reports include the budgets and costs relevant to your oversight. An action list identifies owners, deadlines and approvals needed. You see what has been completed, where action is required and which decisions are next.
How an observation becomes an improvement
Missing points may indicate an import error, frequent enquiries may reveal unclear campaign rules, and abandoned redemptions may expose a shop obstacle. We investigate the cause and propose a concrete action. You decide on significant changes and investment. PRODATA implements approved actions and checks whether the intended effect follows.
Clear answers about full service.
What does PRODATA's full-service programme operation include?
PRODATA can handle all day-to-day work for a loyalty or incentive programme: participant support, accounts and master data, evidence verification, points transactions, rewards and payouts, content and campaigns, technical operations, project management, reporting and improvement. The task plan specifies the work included in your programme.
What responsibility remains with our company?
You retain strategic and commercial control: objectives, budgets, programme rules and key approvals. PRODATA runs daily operations within your parameters and provides reports, cost summaries and decision papers. Decision-making limits and escalation paths are agreed in advance.
Do we need to coordinate individual service cases and suppliers ourselves?
In the full-service model, PRODATA coordinates daily operations. We resolve routine cases, follow up enquiries and coordinate technology, reward suppliers and other stakeholders. Your team is involved when a decision exceeds agreed authority or requires a significant approval.
Can PRODATA take over an existing programme?
Yes. We review existing rules, systems, data access, suppliers and open cases, then create a handover and operating plan. We take over the defined tasks, establish working arrangements and include existing partners in the operating structure.
Who supports customers, sales partners and service units?
PRODATA can support all these groups. Consumers, business customers, partner administrators, salespeople and service teams receive appropriate workflows and information. Access, permissions and approvals follow their respective programme roles.
What service times, channels and languages does PRODATA offer?
Service times, response targets, languages and contact channels are set up to suit your target groups and markets. For example, support by telephone, e-mail and via the programme portal is possible. International programmes receive a coordinated central and local organisation of operations.
Does PRODATA also take on technology, rewards and campaign maintenance?
Yes. Full service can include interface monitoring, data processing, incident resolution and release support, alongside reward orders, fulfilment, vouchers and cashback. We also maintain portal content, configure approved campaigns and deliver participant communications.
How do we keep an eye on costs, quality and further development?
A central contact, regular operational reports and a clear action list provide oversight. PRODATA highlights trends and deviations, recommends improvements and implements approved actions. Budgets and significant commercial decisions remain with you.
More space for your strategy.
Less work in day-to-day business.
Your next step: Programme Operations & Support
Thorsten Heftrich,
Loyalty Consultant and Managing Director
Phone
Appointment
Let’s discuss your project
Which tasks would you like to delegate? In a free initial consultation, we review current operations, opportunities to reduce your workload and the right division of responsibilities. You gain a clear picture of what PRODATA can manage for you.
PRODATA. Your partner
for the whole programme.
PRODATA Datenbanken und Informationssysteme GmbH, based in Karlsruhe, combines consulting, in-house software development, reward management, programme operations and communications. Your contact is Thorsten Heftrich, Managing Director and Loyalty Consultant. Choose the support you need, from an individual module to coordinated programme delivery.
