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Perspectives | Case Study

Co-creating a Smart Merchant Management Platform for a Leading Retail Bank

Read | Aug 14, 2025

Download Case Study

AUTHOR(s)

A WNS Perspective

Summary

WNS enabled a leading Middle East-based bank to streamline its merchant offer ecosystem through a custom-built merchant management application.

WNS partnered with a leading banking and financial services firm to co-create a digitized, end-to-end platform that simplified merchant onboarding, enabled real-time eligibility checks and automated cashback processing. The engagement uncovered inefficiencies in configuring and validating merchant discounts and cashbacks due to manual, fragmented processes. WNS delivered an Appian-powered solution to support faster, more personalized campaign execution, enhancing control, speed and customer experience.

The Impact

% reduction in manual effort through automated offer management

Accelerated campaign setup with instant offer creation / editing; no backend updates required

Segment-driven personalization based on customer risk, salary and spend tiers

Learn more about WNS’ Appian-powered hyperautomation capabilities

The Challenge

Manual Cashback Processing. Limited Offer Control. No Customer Segmentation.

The bank's merchant discount and cashback program suffered from outdated, manual processes. Offer eligibility and tiering lacked real-time validation, leading to inefficiencies in cashback calculation and delays in customer communication. Merchants had no centralized platform for defining eligible customers, configuring offers or monitoring program performance.

The Solution

Merchant Management Re-imagined Through Intelligent Automation

WNS developed and deployed a centralized and customized merchant management application that:

Enabled digital onboarding of merchants with tier definitions and offer setup
Supported flexible offer types: Fixed / percentage-based and segment-based
Built real-time eligibility checks at the transaction level
Automated monthly cap validations for cashback
Enabled seamless cashback calculation and direct transfer to customer vaults
Triggered real-time customer notifications for credited cashback

The Future-ready Shift

By digitizing the merchant offer lifecycle, WNS helped the bank shift from fragmented manual processing to a real-time, insight-driven experience for both customers and merchants. The platform now supports scalable, personalized campaign execution with significantly reduced operational effort.

Discover What’s Possible with WNS