Logo
Restaurant Software

2025 Guide: Best Loyalty Systems for Restaurants in Malaysia

Dec 4, 2024—
9 min read
2025 Guide: Best Loyalty Systems for Restaurants in Malaysia

Loyalty & CRM Systems in Malaysia

In Malaysia’s dynamic and competitive F&B landscape, restaurants constantly grapple with attracting new patrons, retaining loyal ones, and driving sustainable growth. A Customer Relationship Management (CRM) and loyalty system can be a transformative tool, enabling restaurants to streamline operations, engage effectively with customers, and unlock new revenue streams.

Why Your Restaurant Needs a CRM/Loyalty System

A robust CRM and loyalty system is no longer optional—it’s critical for success in the F&B industry. Here’s a closer look at the challenges faced by restaurants in Malaysia and how the right system can help.

1. Sustained Growth is a Challenge

  • Inconsistent Marketing Strategies: Restaurants often rely on temporary efforts like promotions or discounts, which fail to create long-term customer relationships.
  • Limited Online Presence: Many restaurants don’t optimize for local SEO or manage their online reviews, missing opportunities to attract new diners.

    • 2. Retention is Harder Than It Looks

  • Overestimating Retention Rates: Restaurants may recognize a few frequent diners but often overestimate their overall repeat customer base.
  • Minimal Customer Engagement: Without insights into who their customers are or what they prefer, restaurants struggle to create meaningful connections.

    • 3. Enrolment Rates are Too Low

  • Payer-Centric Data Capture: Many systems only capture data from the person who pays, ignoring the rest of the dining group.
  • Missed Potential: Low enrollment rates limit the full impact of loyalty programs.

    • 4. Fragmented Customer Data

  • Disconnected Channels: Data from dine-in, delivery, and takeaway customers is often siloed, making it challenging to build comprehensive customer profiles.
  • Lost Cross-Channel Opportunities: Restaurants miss out on upselling or encouraging customers to explore different dining formats.

    • 5. Poor Online Reputation and SEO

  • Unoptimised SEO: Without attention to search terms like "best restaurant in Malaysia," restaurants lose out on organic traffic.

    • Key Metrics for Measuring CRM/Loyalty Success

    The success of a CRM and loyalty system can be evaluated through these essential metrics:

    1. Number of Customers Enrolled

  • The number of customers enrolled determines the program's reach and impact.

    • 2. Cost Per Customer Enrolled

  • Systems with high upfront costs or subscription fees often result in higher enrollment costs, especially for smaller restaurants.

    • 3. Active Engagement Sent to Customers

  • Engaging customers through personalized offers, rewards, or reminders maximizes the program’s effectiveness.

    • 4. Cost Per Engagement

  • Channels like SMS and WhatsApp can drive up costs, while email reduces expenses significantly.

    • 5. Return on Investment (ROI)

  • A program’s value lies in how much revenue it generates compared to its costs.

    • Detailed Enrolment Cost Analysis

    Assuming a restaurant serves 3,000 covers per month, here’s how enrolment costs compare among platforms:

    Mulah

    Blog post image
  • Potential Customers: Captures data only from paying customers (~1 in 4 diners), resulting in 750 potential customers monthly.
  • Enrolment Rate: 20%, yielding 150 enrolled customers.
  • Monthly Software Cost per Outlet: RM 250
  • Enrolment Cost per Customer: RM 1.67/customer (RM 250/150)

    • Eber

    Blog post image
  • Potential Customers: Similar capture rate (~1 in 4 diners), resulting in 750 potential customers monthly.
  • Enrolment Rate: 20%, yielding 150 enrolled customers.
  • Monthly Software Cost per Outlet: RM 300
  • Enrolment Cost per Customer: RM 2.00/customer (RM 300/150)

    • Advocado

    Blog post image
  • Potential Customers: Captures data only from paying customers (~1 in 4 diners), resulting in 750 potential customers monthly.
  • Enrolment Rate: 20%, yielding 150 enrolled customers.
  • Monthly Software Cost per Outlet: RM 160
  • Enrolment Cost per Customer: RM 1.07/customer (RM 160/150)

    • Oddle Loyalty

    Blog post image
  • Enrolment Cost: RM 0.60 per customer enrolled.

    • Choosing The Right CRM/Loyalty System: Comparison of Vendors in Malaysia

    ``` | Feature | Oddle Loyalty | Mulah | Eber | Advocado | | Website | Oddle Loyalty | Mulah Rewards | Eber | Advocado | | Pricing Model | Usage-Based Pricing | Subscription-Based | Subscription-Based | Subscription-Based | | Starting Cost (per outlet) | No upfront cost | RM 250/month | RM 300/month | RM 160/month | | Enrollment Cost | RM 0.60/customer | RM 1.67/customer | RM 2.00/customer | RM 1.07/customer | | Engagement Cost | Low (email-focused) | High (SMS/WhatsApp-focused) | Moderate | High (SMS/WhatsApp-focused) | | Customer Data Capture | Captures data from all diners via QR/NFC | Captures data only from paying customers | Captures data only from paying customers | Captures data only from paying customers | | Customizability | High | Moderate | High | Moderate | | Integration | Strong (integrates with Oddle ecosystem) | Limited | Moderate | Limited | | Engagement Tools | Email reminders, vouchers, surveys | Cashback, stamp cards | Points, stamp cards | SMS/WhatsApp-based rewards | | Reporting and Analytics | Detailed insights on retention and loyalty | Basic | Advanced | Basic | | **K

    ```

    Oddle Loyalty is Best For

    Oddle Loyalty is best for data-driven restaurants focused on measurable results and personalised engagement. With its usage-based pricing and tools to capture data from all diners via QR/NFC, it’s a cost-effective solution for boosting retention and re-engagement. If you value robust insights and seamless integration with the Oddle ecosystem, this is your best choice.

    ###

    Mulah is Best For

    Mulah is best for small to medium-sized restaurants seeking simple cashback or stamp card rewards. Its easy setup, predictable costs, and user-friendly interface make it great for loyalty program beginners. Choose Mulah if affordability and simplicity are your priorities.

    ###

    Eber is Best For

    Eber is best for larger restaurants with higher budgets that need feature-rich tools. It offers multi-channel engagement, points systems, and advanced analytics. If your restaurant can invest in premium features and values deep insights, Eber is a strong choice.

    ###

    Advocado is Best For

    Advocado is best for restaurants wanting straightforward rewards like stamp cards or SMS/WhatsApp campaigns. Its predictable pricing and simplicity are great for smaller operations. However, high engagement costs and limited data capture may not fit businesses with larger customer bases.

    Conclusion: Oddle Loyalty’s Advantage

    Among the systems analysed, Oddle Loyalty stands out as the most effective choice for Malaysian restaurants. Its strengths in maximising enrolment, leveraging detailed customer data, and re-engaging diners make it the ideal solution for F&B businesses. The usage-based pricing ensures cost-efficiency, allowing restaurants to grow without overextending budgets.

    Request a demo with Oddle Loyalty today

    Blog post image
    Blog post image
    Blog post image
    Blog post image