A unified membership pass that bridges retail and online — one tap, every store, every channel
Atelier Koto runs a flagship retail footprint and a fast-growing e-commerce business that, until now, treated their best customers as two separate ledgers. PilotPR replaced a punch card and a forgotten online points balance with one wallet pass that follows the customer between channels.
We launched a single Apple Wallet / Google Wallet membership pass that updates the moment a purchase clears — in store via the POS adapter, online via the Shopify webhook. Tier upgrades trigger a live pass push. NFC-tap perks at the flagship unlock seasonal lookbook drops, and Klaviyo drives a re-engagement journey around the customer's anniversary date stored on the pass.
Atelier Koto's best customers shopped both online and in store, but loyalty data was siloed in two systems and store associates had no visible signal that a walk-in was a top-tier customer. The brand wanted to retire the printed punch card without forcing another app install, give associates real recognition cues at the till, and end the duplicate-account problem that had been quietly capping CRM performance for two years.
