CROps is Cashrewards’ internal platform used across the business to manage customer support, offer setup, merchant onboarding, and operational workflows. For this initiative, the focus was on tools used by the Member Services and Operations teams, where outdated workflows and manual processes slowed down issue resolution and increased the risk of human error.
A phased redesign of the Transaction Edit page, one of the most frequently used tools for resolving cashback issues, was prioritised to improve usability, reduce handling time, and support long-term scalability. The updated experience introduced structured inputs, workflow automation, and tiered access to improve data accuracy, increase efficiency, and lay the groundwork for future operational tooling.
Focus
Internal Systems
Duration
August - November 2023
Insight
The team had no audit trail, no access controls, and relied on free-text edits that made every transaction error-prone and difficult to track.
The Final Solution
The redesigned Transaction Edit page brought transaction data and external network information into a single layout, with structured inputs, an audit log, and tiered access controls. The tool was piloted with a gift card merchant before broader rollout, validating the approach in a real setting.
Key Metrics & Impact
⏱️ 25% reduction in handling time for cashback issue resolution post-pilot
🧮 60% fewer manual entry errors, driven by structured fields and dropdowns
🔐 All sensitive actions now role-restricted, significantly reducing compliance risk
🚀 Successful pilot rollout with a gift card merchant, validating scalability for new cashback models
💬 Post-pilot feedback showed strong satisfaction, with most users saying they’d recommend the new tool.
Adoption is easier when teams are part of the process.
By involving Member Services from the start and rolling out in phases, we built trust and surfaced real needs before they became problems.
