Capillary Technologies has powered our loyalty programme well and the campaign personalisation has visibly lifted repeat purchases in our stores. Setting up tiered rewards was straightforward. The only thing holding back a fifth star is that the analytics dashboards sometimes take a while to refresh fresh data.
Strong personalisation, easy campaigns
Reporting refresh is slow
The core loyalty and customer engagement capabilities are genuinely strong and our marketing team likes the segmentation tools. However, integrating Capillary with our POS and ecommerce stack took far longer than the timeline we were promised. Decent product, rough implementation.
Solid segmentation
Difficult POS integration
Our loyalty programme runs reliably on Capillary day to day and customers redeem rewards without issues. Where it gets frustrating is support: some account managers are excellent and proactive, others take days to respond to escalations. A mixed but generally workable experience.
Reliable day-to-day operation
Uneven support experience
After a Capillary platform update, a batch of our customers lost accrued loyalty points and the reconciliation took weeks to sort out. For a retail brand, angry customers over missing rewards is the worst possible outcome. The incident response felt far too slow for something this critical.
Data sync error wiped loyalty points
Capillary clearly built this for large enterprise retail chains, and a lot of that power is useful. For our mid-sized chain, though, parts of the platform feel over-engineered and we pay for modules we barely touch. It works, but I'm genuinely torn on the value.
Enterprise-grade features
Overkill and pricey for smaller brands