The New Era of Customer Experience

June 25, 2026

Your customers expect relevant, timely experiences. Especially when they’re at your pay station deciding what to buy.

One-size-fits-all promotions do nothing to increase customer engagement or conversion rates, and they can even lead to higher member churn.

What if there was a way to offer your customers a more personal experience that helps drive revenue, strengthen memberships, and reduce churn – without adding operational complexity?

Introducing Patheon Personalized Promotions

A common goal for car washers is to hit 90% efficiency in their tunnel. That means if 100 cars enter their lot per hour, they should wash 90 cars.  If you’re not hitting that, there are three main things to look at:

Welcome to the new era of customer experience – powered by Patheon Personalized Promotions!

Personalized Promotions is a new Patheon feature that uses transaction, membership, and consumer data to deliver relevant, and tailored offers directly on the Xpress Pay Terminal® (XPT®).

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Why Offer Personalized Promotions

In addition to the fact that customers are more likely to interact with offers that are relevant to them, Personalized Promotions help you:

  • Increase Loyalty: Recognize returning customers and offer rewards for their loyalty.
  • Maximize Retail and Member Revenue: Personalized offers result in higher conversion rates, so you can enjoy increased sales and revenue.
  • Win Back Churned Members: Automatically deliver incentives to cancelled members to win them back on a new plan or reinstate their old one.
  • Expand Marketing Reach: Incentivize consumers to provide contact information so you can further increase engagement and sales with personalized email and text messages.
  • Improve Operational Efficiency: Automate promotion delivery using AI-powered license plate recognition, reducing the need for manual intervention, and allowing your staff to focus on other tasks.

How It Works

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It's easier than you think! Configuring personalized promotions happens all in the Patheon Portal.

First, create a segment for a base of customers you want to target. It could be customers who haven't opted into marketing from your wash yet, members who churned in the last 90 days, or even loyal, repeat retail customers who you want to reward.

Once you have your segment, you can create a trigger to fire a personalized experience to the XPT when a customer within that segment pulls into the lane.

Designing your personalized promotions is a breeze. You can use your existing media that's already in Patheon to keep your experience on-brand, or upload new, custom designs to make the personalized flow stand out. You keep total control!

Once your promotion flow is saved and published to one, some, or all your sites, customers are automatically shown the relevant, personalized promotion when they arrive. No staff intervention necessary.

What You Need to Get Started

To utilize Patheon Personalized Promotions at your site, you’ll need:

  • Patheon POS
  • XPT
  • License plate recognition

Then you’re on your way to offering smarter engagement that feels timely, relevant, and effortless for both customers and staff!