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How Plain Vanilla Unified Bakery & Online Loyalty — Eber Case Study
Case Study Food & Beverage · Singapore

How One Loyalty Program Follows Plain Vanilla's Customers From Bakery Counter to Online Order

Plain Vanilla partnered with Eber to launch an omnichannel, 2-tier loyalty program across their five Singapore stores and online store — so every dessert lover keeps the same tier, points, and rewards no matter how they order.

Dessert & Bakery
Singapore
Omnichannel Points + 2-Tier Rewards
16,000+ Members Since Launch
Measurement Period
6-Month Snapshot vs. Since Program Launch (Sep 2021)
6,000+
New Customers Acquired
↑ In 6 Months
Online + in-store sign-ups
16,000+
Total Members Since Launch
↑ Since Sep 2021
Program to date
2,000+
Rewards Given Out
↑ In 6 Months
Claimed & redeemed
2
Membership Tiers
Thanks → Many Thanks
One loyalty ladder, every channel
Challenge
  • · A loyal customer base across five Singapore stores and an online store, with no easy way to unify them
  • · A loyalty program was simple for retail alone, but syncing seamlessly with the online store was tricky
  • · Wanted to realise a genuine multi-tiered loyalty program, not just a single flat rewards scheme
  • · Many loyal customers, but no way to identify who they were or reward them individually
  • · No single view of whether a shopper was a new face, a regular, or a high-value customer
Eber's Deployed Solution
Omnichannel Points & Tiers
2-Tier "Thanks" Rewards
Unified Customer Profile
StoreApp for Retail
Shopify Integration
Built-in Email & SMS
Customer CRM & Analytics
Wide POS Compatibility
Why It Worked
1
One identity, every channel. Whether a customer walks into one of five stores or orders online, Eber recognises them and applies the same tier, points balance, and rewards.
2
A simple ladder customers actually climb. "Thanks" and "Many Thanks" give members a clear, motivating path to bigger perks like complimentary cupcakes and breakfasts.
3
Native messaging cuts out the middlemen. Built-in birthday and promotional email/SMS campaigns replaced separate marketing tools entirely, saving cost.
Two Tiers, One "Thanks From PV" Loyalty Journey
Thanks → Many Thanks
Entry Tier
Thanks
The starting point for every Plain Vanilla member. Sign up in-store or online and start earning points immediately, on every purchase, every channel.
Unlocked from Day 1
Earn points on every order
Top Tier
Many Thanks
Reserved for Plain Vanilla's most engaged customers as spending grows — complimentary cupcakes, breakfasts, and priority perks that reward loyalty in a way that feels personal.
Complimentary Treats
Cupcakes, breakfasts & more
"
With Eber, our online and offline customer sales data are no longer in silos. We now have a more accurate understanding of our customer's lifetime value. With Eber's flexible reward functions, we also have options to better reward customers. Our brand does have quite a lot of complicated requirements, and the Eber team has been very accommodating and patient with our requests. Thank you very much to the team!
Xin RuiDigital Marketing Manager, Plain Vanilla
Key Outcomes
6-month snapshot vs. since program launch
In 6 months
6,000+
New customers acquired
Growth across all five stores and the online store
Online + in-store sign-ups
Since launch
16,000+
Total members on the program
Combined loyalty base across all channels
Program to date, since Sep 2021
In 6 months
2,000+
Rewards claimed and used
Points converted into treats and vouchers across channels
Claimed & redeemed
Ongoing
0
Extra messaging tools needed
Built-in email & SMS handle birthday and promo campaigns
No added tool cost
Unlock
1·2
The full "Thanks / Many Thanks" reward thresholds
Exactly how members climb from Thanks to Many Thanks
In the full case study
Unlock
✉ ✉ ✉
The birthday & retention messaging playbook
How Plain Vanilla re-engages customers without extra tools
In the full case study
Full case study
See the full case study — the tier thresholds and retention playbook
The full version includes the complete "Thanks / Many Thanks" tier structure, the birthday & retention messaging playbook, and Plain Vanilla's next growth steps. Shared selectively — the PDF is personalised with your company name.
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Shared selectively · Full version includes client-approved detail
The full PDF is personalised with your company name for confidentiality
Figures reflect Eber platform data for Plain Vanilla's loyalty program across five Singapore stores and their online store, since program launch in September 2021.
The full "Thanks / Many Thanks" tier structure, plus the birthday & retention messaging playbook, are available in the full case study, shared on request.
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Fill in your details below and we'll send over the complete case study — the tier thresholds, the retention playbook, and the full results.
About Eber
Eber is a one-stop Loyalty Marketing Platform built for restaurants, retail, hospitality, and e-commerce brands, bringing together membership management, rewards, marketing automation, and customer analytics to help businesses build closer customer relationships. Whether you're a new brand, a single outlet, or a multi-outlet chain, Eber offers a complete loyalty marketing solution to help you stand out in a competitive market. Business enquiries: marketing@eber.co
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