When creating the default loyalty program an org, an admin user creates tiers and sets tier upgrade strategy based on lifetime purchases and points allocation based on the percentage of transaction amount.

You can modify the Tier Upgrade tab to do the following. 

  • Create new tiers
  • Set tier upgrade strategy based on current points, lifetime points, lifetime purchases amount, or tracker value
  • Set points allocation strategy based on the percentage of transaction amount or a fixed number for each transaction
  • Configure tier upgrade notifications for different channels such as SMS, email, WeChat, and Mobile Push. 
This article provides instructions on the following tasks.
To open the Tier Upgrade tab, do the following:
  1. On InTouch Settings, Click Gratification & Engagement > Loyalty Manager > Loyalty Program. Alternatively, you can also search for loyalty program using the Search box.
  2. Click Configure.

  1. You will see the Tier Upgrade tab by default. Else, navigate to the Tier Upgrade tab.

Create a new tier

  • You cannot add a new tier in between two existing tiers. A new tier is always added as the last tier (highest tier).
  • You cannot delete an existing tier.

To create a new tier, follow these steps

  1. Click Create Tier. You will see New Tier Setup Wizard.

  1. Specify a name for the tier , enter tier description, and click Next to continue. You will see Tier upgrade screen as shown below

  1. In Upgrade when Lifetime purchases cross, specify when to upgrade to the current tier. This value should always be greater than the value set for the preceding tier
  2. Click Next. You will see Points Allocation settings screen

  1. Specify 100% for the default tracker based points allocation strategy

  1. Click Next to continue

You will see the new tier on the Tier Upgrade page.
  1. Verify the tier details on the Summary screen and click the Save button available on the bottom right

  • For a tier, you can edit tier name and modify the upgrade condition value using the respective Edit option.

  • Tier upgrade conditions should always be ascending order. For example, to upgrade from tier1 to tier2 if lifetime purchases are >= 1500, from tier2 to tier3 it should be above 1500, say 3000. You cannot have 1500 or less.

Configure tier upgrade strategy

  1. On the Tier Upgrade tab, choose the desired Upgrade based on and Upgrade Type based on the description provided in the following table.
OPTIONDESCRIPTION
Upgrade based onLets you configure on what basis you want to upgrade tier.
  • Current points: To upgrade tier based on the active points (points available for redemption) of a customer. Set current points required to upgrade for each tier accordingly.
  • Lifetime points: To upgrade tier based on the total loyalty points earned by a customer from the registration time. Set lifetime points required to upgrade for each tier accordingly.
  • Lifetime purchases: To upgrade tier based on the total purchases amount of a customer (all tracked transactions including retro transactions). Set lifetime purchases amount required to upgrade for each tier accordingly.
  • Tracker value: To upgrade tier based on a customer's tracker value (transactions or points of a specific duration). You will see an additional option Tracker. Choose the tracker that you want to use to evaluate tier upgrade condition and set the tracker value required to upgrade for each tier accordingly.

To know more about tracker strategies, see Create Tracker Based Strategies.

For example, to set tier upgrade conditions based on lifetime purchases, set Upgrade based on to Lifetime purchases and the configure lifetime purchases required for each tier.

Upgrade TypeSelect the desired upgrade behavior based on the explanation provided in the following with example.
The allocation of points for each upgrade type is explained in the following. Suppose that a customer has met the tier upgrade condition with a recent transaction.
 
  • Lazy: In this type, initially, the points for the current transaction are issued based on the customer's current tier settings and the tier will be upgraded afterwards. 

For Lazy Upgrade Type, you also need to configure the EventView page - set the event as SlabUpgrade, configure the rule expression accordingly and set action as Upgrade Using Tier Settings as shown in the screenshot below. 

  • Eager: In this type, initially, the tier will be upgraded and all points for the transaction are issued according to the new tier setting. For the Eager Upgrade Type, you also need to configure the EventView page - set the event as SlabUpgrade, and configure the rule set with action as Upgrade Using Tier Settings as shown in the screenshot below.
  • Dynamic: In this type, the points are issued in two parts based on the amount required for upgrading the tier.
    • Firstly, for the first part of the amount, points are issued according to the current tier settings and the tier will be upgraded afterwards.
    • Secondly, for the remaining part, points are issued as per the new tier settings.

Note: You also need to configure the EventView for tier upgrade and points allocation as explained below.

Event: SlabUpgrade & Action: Upgrade Using Tier Settings

Event: TransactionAdd & Action: Transaction Points Allocation

   Here is an example for better understanding of Lazy, Eager and Dynamic types.
A loyalty program has two tiers, Silver and Gold such that customers in the Silver tier receive points of 5% of the transaction amount, and Gold tier receive points of 10% of the transaction amount. If a customer needs a transaction amount of another $500 to upgrade from Silver to Gold.
If the customer makes a transaction for $800.
ModePoints Issued in Silver (5%)Points Issued in Gold (10%)
Lazy40 (for $800)-
Eager-80 (for $800)
Dynamic25 (for $500)30 (for remaining $300)

  1. Once tiers are configured, go to the EventsView page. 
    1. For the TransactionAdd event configure rule sets to issue points and send messages. 
    2. For the SlabUpgrade event, configure rule sets to upgrade tier. For more information, see Configuring Rules. 
  2.  Click Reconfigure, and click OK to reflect the changes in the live program.

Set up tier upgrade notifications

To set up tier upgrade notifications, follow these steps.

  1. On the tier upgrade page, click Configure.

  1. In Mandatory Channels, select the mandatory channels for sending notifications.
  2. In Priority Channels set the priority order for other channels. A notification among Priority Channels will be sent only through one channel based on the channel availability and priority. Channel number 1 will have the highest priority and the last one will have the least priority.

For example, Suppose mobile and email are set in Priority Channels in the order mentioned in the preceding screenshot. If a customer's mobile number is not available or if the SMS template is not configured, then an email notification will be sent to the customer.

  • Channels that are not selected in Mandatory Channels will appear in Priority Channels and vice versa.
  1. Configure message templates for all the selected channels and click Save.

  • You can now use tags to intimate what is achieved and what more is required (purchases/points/tracker value/visits/...) to upgrade a customer's tier using the tags under Gap to Upgrade. The list shows all the available tags, you need to use only tags that are applicable for the program according to the program configuration.

  1.  Click Reconfigure, and click OK to reflect the changes in the live program.

Special Cases

Scenario 1: Can I add a tier in between two existing tiers?

You cannot add a tier in between two existing tiers. A new tier is always an upgrade to the last tier. If it is highly required to add a tier in between two tiers, contact your Capillary PoC. The Capillary Admin needs to perform the following steps:
  1. Edit all the tiers from where you need to modify
  2. Change rule expressions and conditions
  3. Do a data clean up and
  4. Reconfigure the loyalty program

Scenario 2: Can I change the points allocation type of an existing tier?

When you create a tier, it shows the default points allocation type - prorated (% of transaction amount). To change the points allocation type, create a new points allocation strategy. Then, on the EventsView page, modify the action for the TransactionAdd event by replacing the existing Transaction Points Allocation strategy with the new strategy.

Save the changes and Reconfigure the loyalty program to reflect the changes in the live program.