Projects:Loyalty Programs/User Guide

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Contents 1 Introduction 2 Objectives of the document 3 Who can subscribe clients? 4 How to configure a Loyalty Program 4.1 Document Sequence window 4.2 Loyalty Program window 4.3 Statuses tab 4.4 Category tab 5 Earn Rules 5.1 How to configure an Earn Rule in a Loyalty Program 6 Category Rules 6.1 How to configure a Category Rule in a Loyalty Program 7 Burn Rules 7.1 Previous configuration 7.1.1 Conversions 7.2 How to configure a Burn Run 8 Process request 8.1 Burn configuration 9 Other related windows 9.1 Earned points 9.2 Burned points 10 WebPOS Loyalty Subscription Icons 11 How to start a subscription 12 How to add points

Introduction

What is a loyalty program?

Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.

Loyalty programs encourage shoppers to return to stores where they frequently make purchases. Some of the incentives may include advanced access to new products, additional discounts or sometimes free merchandise.

In loyalty programs:

• A single customer can be subscribed to different programs
• Programs can have different categories, which are levels where the user will be categorized
• Earn rules allow to earn points based on the processing of transactions
• Burn rules allow to burn points into different outputs (money, cheques, discounts, gifts, ...) depending of the burning mechanism/algorithm
• Category rules will allow user to move from one level to another based on a defined mechanism/algorithm

Objectives of the document

The main objective of this document is to describe the different windows that are used to configure and manage loyalty programs.

Who can subscribe clients?

The first step is configure which terminal type allows this action.

• Go to the POS Terminal type window and select one of them.
• There is a new field:
  • Can Subscribe to Loyalty Programs: This field will allow or not the subscription process.

How to configure a Loyalty Program

Document Sequence window

First of all, it is necessary to create a sequence to control the member ID of each client:

• Go to Document Sequence window.
• Create a new register:
  • Organization
  • Name: Loyalty Member ID
  • Description: Loyalty Member ID
  • Active: Yes
  • Auto Numering: Yes
  • Increment by: 1
  • Next Assigned Number: 1

Loyalty Program window

With this sequence we can start the configuration of a Loyalty Program:

• Go to Loyalty Program window and create a new register.
• Fields:
  • Organization
  • Search Key: LOYPROGRAM
  • Name: Loyalty Program - Exclusive
  • Active: Yes.
  • Exclusive: will indicate whether the loyalty program is exclusive or not, meaning if:
    • The user is already subscribed to another loyalty program, he will not be able to subscribe to an exclusive program
    • The user is already subscribed to an exclusive loyalty program, she will not be able to subscribe to another program.
    • Once the register is saved this field won’t be updatable anymore.
  • Start Date: date of start of the loyalty program.
  • End Date: date of end of the loyalty program.
  • Member ID Sequence : We select the Document Sequence created. Its name was Loyalty Member ID.
  • Description

Statuses tab

Now, we need to configure statuses of the Loyalty Program. As you can see there is a tab for this, this means that each Loyalty Program can have their own statuses:

• Go to Statuses tab
• Statuses of Loyalty Program - Exclusive:
  • In progress
    • Default: Yes
    • Sequence: 10
    • Can Earn Points: Yes
    • Can Burn Points: No
  • Accepted
    • Sequence: 20
    • Can Earn Points: Yes
    • Can Burn Points: Yes
  • Incomplet
    • Sequence: 30
    • Can Earn Points: Yes
    • Can Burn Points: No
  • Refused
    • Sequence: 40
    • Can Earn Points: No
    • Can Burn Points: No

Category tab

Next step is create categories of the Loyalty Program. We are going to create three: Bronze, Silver and Gold.

• Go to Category tab
• Create a new register:
  • Name: Bronze
  • By Default: Yes
  • Level: 0
  • Active: Yes
• Create a new register:
  • Name: Silver
  • By Default: No
  • Level: 10
  • Active: Yes
• Create a new register:
  • Name: Gold
  • By Default: No
  • Level: 20
  • Active: Yes

Earn Rules

Some bullets about Earn Rules:

• Earn rules are custom algorithms.
• Earn rule types are defined at System Level and can not be modified by a regular user.
• User can define as many earning rules per program category as she wants, and all will apply (if active and start and ending date correspond)
• Same rule can apply for different categories with different configuration values (depending on custom Earn Rule)

How to configure an Earn Rule in a Loyalty Program

• Go Loyalty Program > Category level and select the tab ‘Earn Rules’
• Create a register
  • select Earn Rule.
  • Introduce the name
  • Introduce Start Date and End date if it is necessary

There are some basic EARN rules available:

• Manual EARN Rule: This rule can be used to manually create points for a given subscription. This is usefull to adjust subscriber points when required.

• Welcome EARN Rule: This rule provides the configured amount of points when a customer is first subscribed to a loyalty program.

• Promotion EARN Rule: When configured, this rules generates the configured amount of points when a subscriber reaches the given loyalty category.

New rules can be deployed in the system using modules.

Category Rules

Some bullets about Category Rules:

• Category Rules are defined at System Level and can not be modified by a regular user.
• User can define as many Category Rules per program category as needed, and all will apply (if active and start and ending date correspond)
• Same rule can apply for different categories with different configuration values.

How to configure a Category Rule in a Loyalty Program

• Go to Loyalty Program > Category level and select “Category Rules” tab.
• Create a register.
  • Set the Start Date.
  • Set the End Date. This is optional.
  • Set the Name: For eg: Promote Subscription From Bronze to Silver Category
  • Select Type of Category Rule.
  • Set the Promotion Points: This is used as a limit to check the Total Available Points of a subscription, when reached should promote to the next level category of the category of this particular defined rule.

There is a basic rule available:

• Category Promotion Rule: This rule is used to configure promotion points when reached by any subscription should be promoted to next level category of the current category for which this category promotion rule is defined.

New rules can be deployed in the system using modules.

Burn Rules

Once Earn rules have been configured we can focus in Burn Run process:

• Burn rules are custom algorithms.
• Burn rules are common to all categories, so they are defined below Program * not below Category: this means that all points of the user for a loyalty program are burned equal, no matter the category.
• User can define as many burn rules per program category as she wants.

Previous configuration

Before go into Burn Run configuration it is necessary to configure two more things:

Conversions

• Conversions window allows to define the monetary value of a point to apply to burn rules
• Different conversions can be defined for different start dates: conversion to be applied is the one with most recent start date when burning (with conversion start date <= burn date)
• In order to configure a conversion:
  • Go to Loyalty Program window
  • Go to Conversion tab
  • Create a new register:
    • Currency: EUR
    • Active: Y
    • Start Date: 01-01-2018
    • Price of point: 0,3

How to configure a Burn Run

It will be possible to schedule a new Process (through the Process Request window) to execute the Burning Process periodically. This process will read the configuration of each Burn execution from a new Burn Run window.

In this window the user is able to introduce as many rules as he wants to apply. These rules can be the same or not and they are ordered by a priority. As we know, each Burn Rule is a custom algorithm, so, we can not review each configuration here.

The Burn Run window has:

• Header
  • Loyalty Program
  • Burn Date: indicates when the Burn will happen
  • Burn Execution Limit: indicates date limit until which transactions (earned points) will be considered to be burned.
  • Status (Draft/Pending/Running/Executed): status of the execution of the Burn Run
• Burn Rules tab
  • Burn Rule: active and valid burn rule of the program selected for the Burn run (taking into account the Start/End dates and the Can Be Executed In Scheduled Process flag)
  • Priority

After this configuration the user needs to set as ready the Burn run using the button Set as Ready.

There is a button in order to create a new Burn Run copying an existing one. This button is Copy configuration.

Process request

In order to execute this burn configuration the user needs to configure a process request:

Burn configuration

After process the Earn Rule the user can launch Burn Run processes:

• Go to Process Request window and create a new register:
  • Organization: *
  • Process: Burn Run Process
  • Timing: For test purposes: Run Immediately.

Other related windows

In these processes of Earn and Burn we need to take into account other windows that are basic for the flow:

• Earned points: This window shows the historical data of earned points by a customer subscribed to loyalty program.
• Burned points: This window shows the historical data of burned points by a customer subscribed to loyalty program.

Earned points

This window shows the historical data of earned points by a customer subscribed to loyalty program. Some bullets of the window:

• Earn Rule *: earning rule that lead to the gain of points
• Date and Time of Earn *
• Earned Points *: total points earned during the earning calculation
• Event *: description of the event of earning points.
• Log (description) *: description logged by the earning algorithm.

Burned points

This window shows the historical data of burned points by a customer subscribed to loyalty program. Some bullets of the window:

• Origin of Points shows the origin of the points for the burn transaction

Burned points is located under Subscriptions window

• If executed from a Burn run, register in Burned points the Burn run that led to the burn transaction
• Origin of points tab under Burned points must reflected the earned points burned during the transaction (if seen from Earned points, see the records in Burning of points tab)

Fields:

• Burn Rule *: burning rule that lead to the burn of points
• Chèque fidélité: Chèque fidélité resulting from the point burning (take into account that Chèques fidélité can be the result of 1 or more burned points)
• Date and Time of Burn *
• Burned Points *: total points burned during the burning calculation
• Event: description of the event of burning points.
• Log (description)
• Manual

WebPOS Loyalty Subscription Icons

We have icons of different colors to indicate the loyalty program subscription type or status of the customer. These icons follow some rules:

Subscription status	Icon
If the customer is not subscribed to any loyalty program	No icon
When customer is subscribed to an exclusive loyalty program which is inactive (inactive or expired)*
When customer is subscribed to several programs, and all of them inactive (inactive or expired)*
When customer is subscribed to an exclusive loyalty program which is active (not expired)*
When customer is subscribed to several programs, and all active*
When customer is subscribed to several programs, some active and some inactive*

* A subscription will be considered inactive if:

• The subscription itself is defined as active = ‘N’
• The associated program is defined as active = ‘N’
• The associated program is expired.

These icons appears in two different places. All of them related always with the client:

• Near of the customer’s name in the ticket:

• Near of the customer’s name in the pop up ‘Assign a customer’

How to start a subscription

Subscription can only happen for an already existing customer (editing customer), not when creating a new one. If we try to add a Loyalty Program editing or creating a customer a pop up will appear:

According to that, we start the process searching a client:

• We search a client in the ‘Assign a customer’ pop-up.
• We can start the process from two places:
  • Customer details

• • Field ‘Loyalty Program Subscription’:

• Now, we need to select the Loyalty Program. In this pop-up we have a drop-down list with availables programs. This means, we have no programs that:
  • Are inactive or expired
  • Are not available for the user. IE: If our customer is subscribed to the program A, this program won’t appear in the list because a client can not be added to the same program twice.

• We select one and click ‘Next’:
• The subscription has been created. Before continue we are going to analyze the pop-up ‘Loyalty Subscription Details’ and how this subscription has been saved in backoffice.

How to add points

Loyalty Points can be added only to a customer having subscriptions that comply with the following,

• Subscription category should have ‘Manual EARN Rule’ configured in Earn Rules.
• Subscriptions must be in a status which can EARN points.

Navigate to menu select 'Add Points'. If a non anonymous customer is selected in current receipt then customer will be pre-filled. Else customer can be searched and selected from customer selector.

• On selecting the 'Customer', it will moved to subscription step where available subscriptions will be listed.
• Select a subscription for which loyalty points needs to be added.
• On selecting the 'Subscription', it will moved to Points Amount step.
• Enter the points to be added and press Enter button.
• On entering 'Points Amount', it will moved to Reason step.
• Here Reason combo will list reasons configured in 'Loyalty Point Reason' window.
• As this is mandatory field, 'Loyalty Point Reason' should be configured to completed the process.
• Enter description in event field if needed.
• Click on apply button.

• Preference named 'WebPOS Approval Add Loyalty Points' must be configured.
• If the user has the value 'Y', then separate approval will not be required. It will be saved directly on clicking on apply button.
• If the user has the value 'N', then approval popup will appear with users configured with value 'Y'. Points will be added only after the approval.

In back office Added points can be viewed in Back Office Subscriptions -> Earned Points.