Hayward Pools had a loyalty challenge hiding inside operational complexity.

Some of its top-tier dealer relationships were managed through manual, relationship-based processes rather than a formal loyalty platform. That approach worked for individual relationships, but it was difficult to govern, hard to audit, and hard to translate into a consistent experience as the dealer network grew — and it couldn’t easily support systematic tier movement or a self-service experience where dealers could track their standing, points, and rewards.

Elevate Digital was engaged to create the strategy and platform blueprint for a governed B2B dealer loyalty program designed for the real complexity of Hayward Pools’ distribution model.


→ 1,000+ Dealers Evaluated for Program Design

A loyalty model designed for a large, distributed dealer network.


→ 4-System Integration Architecture Defined

A blueprint connecting CRM, commerce, loyalty, and rewards fulfillment systems.


→ Custom Tier Strategy Created

A governed model designed to replace manual incentive arrangements with scalable tier logic.

The Challenge: A loyalty program hiding in spreadsheets

Hayward Pools’ top-tier dealer relationships were historically managed outside a formal loyalty platform through manual, relationship-based processes. This worked for individual relationships, but it created governance challenges: it was difficult to scale, difficult to audit, and difficult to translate into a consistent dealer experience.
The challenge wasn’t simply designing a rewards program. Hayward Pools needed a B2B loyalty model built for the realities of dealer and distributor relationships — where the earning entity is the dealer, purchasing may flow through distributors, and the relationship between those layers drives commercial performance.
Without a governed model, Hayward Pools risked continuing to rely on manual processes for a growing share of its dealer network — and needed to preserve strategic flexibility while introducing the governance, visibility, and repeatability required to scale. That meant defining a loyalty architecture that could support tiered structures, distributor-linked dealer views, purchase-based earning, manual awards, and rewards redemption, without creating another manual process for the team to manage.

The Solution: A governed loyalty blueprint built for B2B


Elevate Digital developed the strategy and architecture for a full dealer loyalty experience on Elevate Loyalty Platform™ — program design, tier architecture, system integration planning, dealer registration flows, data rules, rewards fulfillment logic, and a dealer-facing portal experience.

Tier structure

The public-facing model moves dealers through Bronze, Silver, and Gold tiers based on annual spend, with automated promotion and demotion logic, annual reset rules, and clear earning mechanics. A separate, custom-managed tier gives Hayward Pools a configurable structure with multiple earning bands — preserving the flexibility of strategic dealer incentives while moving them into a governed, auditable framework. Points accrue at the dealer level while dealer-distributor relationship data is preserved, maintaining the context of Hayward’s sales model within a cleaner loyalty experience.

System integration

The blueprint connects Salesforce (account and dealer data), Adobe Commerce (commerce and order data), Elevate Loyalty Platform™ (loyalty logic, tiering, and portal experience), and a rewards fulfillment partner — with scheduled data feeds, line-item eligibility rules, SSO, and automated dealer provisioning. Earning logic applies at the product level, giving Hayward Pools precise control over loyalty economics.

Dealer experience

The portal centers on the points ledger — tier status, points balance, earning history, and redemption activity — because that’s where trust in a loyalty program is built or lost. It unifies purchase-based earning, manual awards, redemptions, and bulk adjustments into a single transaction history, with dispute workflows and a mobile-friendly design that keeps complex activity easy to understand.

Earning and redemption

Dealers earn through purchase-based accrual on eligible products, plus event-based awards for training, trade shows, and other engagement activities. Redemption supports a rewards catalog, incentive travel, and rebate conversions — giving Hayward Pools room for both structured earning and strategic relationship management, without falling back on manual workarounds.

Why It Matters

Dealer, distributor, and channel loyalty programs often start as manual exceptions because the relationships are too complex for off-the-shelf models. But manual workarounds don’t scale forever.

The Hayward Pools engagement shows how Elevate Digital approaches that complexity: turning relationship-driven processes into governed program architecture, defining the systems needed to support it, and designing an experience that gives both the business and its dealers a clearer view of value.

For manufacturers with dealer or distributor networks, the opportunity isn’t just to reward loyalty — it’s to make loyalty governable, visible, and repeatable.