How Reward Gateway | Edenred Uses Braze to Communicate Retail Offers to Your Employees (For Australia only)

Introduction

This article offers information about how Reward Gateway | Edenred uses Braze to communicate retail offers. It describes the communications approach, shows the communications calendar and email frequency summary It also shows how Braze personalization works and client controls and opt-out options. Find a few frequently asked questions at the bottom of this article. This information is useful to members and clients in Australia.

Overview

At Reward Gateway | Edenred, we use Braze, a leading customer engagement platform trusted by brands like Canva and Realestate.com.au, to deliver personalized, timely communications. Our goal is to create an engaging experience for your employees on their employee engagement platform.

Below, we've outlined our strategy, including trigger events, frequency, and how employees maintain control over their preferences. 

Our Communications Approach 

Our aim is to provide an engaging experience for your employees by delivering weekly offers, as well as information that's relevant to their individual activity and interests on the platform.

Through our retail program, we help employees stretch their dollar further during cost-of-living pressures by offering discounts across 700+ retailers and services providers. Plus, for employees with Reward Points, we ensure they can fully utilize their reward balance through timely redemption reminders.

• 4x higher savings – opted-in users save four times more than those who opt-out 
• Open rate: 25% – strong engagement indicating relevant content 
• Opt-out rate: 0.02% (industry standard is 0.05%) – employees choose to stay subscribed

This data demonstrates that employees find genuine value in our communications. 

As we continuously improve our Braze capability, we will optimize frequency and content relevance to ensure employees stay connected to the benefits that matter most to them. 

We're committed to ongoing improvement of your employee’s experience. Please reach out to your Client Success Manager to discuss how we can best support your workforce.

Our Communication Calendar

Note: Your blocked retailer rules are respected for all communications.  

Email Frequency Summary

How Braze Personalization Works 

Braze automatically segments your employees based on:

• Engagement level: Power users, active users, casual users, inactive users 
• Purchase behavior: Frequently shopped categories, average order value 
• Browsing history: Viewed offers and clicked deals
• Device usage: Mobile app vs. web 

Employee Control & Opt-Out Options 

We respect employee preferences and provide multiple ways to manage their communications: 

1. In Platform Settings

Employees can customize their email preferences at any time: 

Visit My account > Communication Preferences and toggle 'Weekly top discount offers and special promotions'.

2. One-Click Unsubscribe 

Every promotional email includes an Unsubscribe link in the footer: 

• Employees can unsubscribe from all promotional emails 
• They'll still receive important transactional emails (purchase confirmations, cashback notifications, account updates, eCards and Awards) as these do not require a marketing opt-in 
• They can resubscribe at any time via Communication Preferences. 

3. Push Notifications 

For push notifications, employees can:

• Disable notifications entirely via device settings (iOS/Android) 
• Or toggle the retail push notification - under my account > notification centre

4. Scheme Level Opt-Out 

As an HR administrator, you can request to have opt-out your entire organization or temporary pause of promotional retail emails during a busy period.

To request changes: please contact your Customer Success Manager.

FAQs 

Q: What if employees complain about too many emails? 

Direct employees to their profile to access Communication Preferences in the platform, or they can use the one-click unsubscribe link in any email footer. 

Q: How do you handle employees who change email addresses? 

 Braze automatically: 

• When user’s email is updated in Reward Manager, their profile will automatically updated in Braze.  
• Detects hard bounces (invalid email addresses) 
• Pauses sending after 3 soft bounces 

Q: What happens if an employee marks our email as spam? 

We take this seriously: 

1. Immediate action: Employee is automatically unsubscribed from all promotional emails 
2. Investigation: We review the email content and send circumstances 
3. Threshold: If spam rates exceed 0.1%, we pause campaigns and investigate 

Q: Can employees resubscribe if they change their mind? 

Employees can resubscribe anytime in our platform.

Account Settings → Communication Preferences → Toggle on the Weekly Top Discount offers and special promotions.