TABLE OF CONTENTS
- Types of multi-loyalty program
- Create Zone/Concept/Card-series based Loyalty Program
- Configure Strategies
- Configuring Rules/Sets
- View Loyalty Details on Member Care.
Multi-loyalty or Multi-Loyalty Programs (or MLP) enables orgs with multiple brands to run a separate loyalty program for each of its org units besides maintaining a single profile of a customer and also for centralized reporting. The loyalty back-end team can enable MLP for an org.
The following are the basic concepts of multi-loyalty programs.
- An org will have a Default Loyalty Program (org level program) that is created while setting up the org on InTouch.
- The Default Loyalty Program is applicable to all zones/concepts and the individual loyalty program is applicable to the zone/concept/card series. So a zone or concept can have two loyalty programs - one is the program created for that particular zone/concept and the other is the default program.
- Based on the Till from which an event is triggered, the system identifies the respective zone/concept and initiates the loyalty program associated with it.
- If an event such as a transaction or registration is triggered, the system first identifies the loyalty program associated with the Till and executes the rules and actions associated with the program.
If two programs are identified, then the system executes both the programs.
- Strategies or configurations of a loyalty program will be applicable only for that program.
Limitations of MLP
- For an org, you can create programs either on concepts or zones but not both.
- A zone, concept, or card series can have only one loyalty program (excluding the default program).
- A store or Till cannot have multiple loyalty programs (excluding the default loyalty program).
- Product category/brand-based loyalty program configurations are not available.
- Points or coupons can be redeemed from one program at a time.
- Multiple currencies are not supported across loyalty programs.
- An org can have either have zone-based, concept-based, or card-series-based loyalty programs. You cannot have one with concept-based (OU) and another with card-based.
- New Transaction - Once a transaction is made, the corresponding programs will be identified, and accordingly “new transactions” rules will execute.
- Transaction Update - Any transaction update event will only pass through the corresponding program that is configured for the till from which the update event is initiated. In case the transaction add and transaction update tills are different then rules will run for the program where the transaction has originated.
- Transaction Return - For the Transaction return event, the rules will be executed from the program where the purchase was made, not where the return is made. For eg, Customer transacted at till 1(Program 1) but return the products at till 3 (Program 2), in this case, the return rules will be executed from Program 1, not for Program 2.
Types of multi-loyalty program
Each loyalty program needs to be configured in the system and there should be a defined boundary between each program. For example, a conglomerate Reliance wants to run different brands, say Trends, Jewel, and Foodworld, working across zones East, West, and South. In this case Reliance can either run loyalty programs at a brand-level (concept) or zone-level.
Also, if an org runs in different countries, you can run a separate loyalty program for each country. The following are the different functionalities supported for an org that runs in different countries. For details, see the multi-loyalty program/organization unit.
- Independent Programs for each of the countries.
- Separate earning rules and tiers across countries.
- Separate redemption rules across countries.
- Separate points-to-currency ratio.
- Independent Programs for each of the countries + 1 Umbrella Program
- Separate earning and redemption rules for independent programs.
- Additionally, One umbrella group program for a group of countries.
- Earn points in the umbrella group program on purchases in any of the countries.
- Unified/Single Group Program
- Separate earning rules and tiers across countries.
- Single points balance for the end customer.
- A common set of redemption rules across countries.
- Single points-to-currency ratio.
Other types of loyalty program that can be achieved through MLP.
- Multi-Currency and Multi-Country Programs
|Bill Amount||Captures in local currency and uses conversion ratio for local-to-base currency conversion.|
|Bill Amount in Loyalty||Captures only in base currency.|
|Points Earning||Points on a bill amount in on the base currency.|
|Upgrade on Amount||Earning of points/bill amount in base currency or based on the custom field of bill amount in local currency.|
|Points Redemption across Programs||Single redemption across programs with single points-to-currency conversion (upcoming)|
|Points Redemption Discount||Currency is not applicable for points discount.|
A group company issues multiple loyalty cards of that org and a customer could have one or more loyalty cards that they can use across countries. The loyalty benefits such as points balance, earning rules, redemption rules, tiers, etc - are associated with a loyalty card (and not a country). For details, see card series overview, create card series, generate card number, and issue card to a customer.
Create Zone/Concept/Card-series based Loyalty Program
To create a loyalty program for an Org Unit, follow these steps.
2. Click +Loyalty Program to create a new program.
2. Select the option by which you want to create a loyalty program. You can choose from Zone, Concept, and Card Series.
3. On the Add Loyalty Program page, enter the program details. Refer to the table for field descriptions.
|Program Name||Specify a name for the current loyalty program.|
|Description||Enter a short description of the program.|
|Is Active||By default, it will be active. You can uncheck it to make the program inactive.|
|Select Capillary POCs||Add the capillary POCs that you want to notify on modifications in the loyalty program (reconfigured).|
|Select Entities||You will see either zones, concepts, or card series based on the.|
Add zone(s) or concept(s) that you want to associate with the current loyalty program.
3. Click Submit to save the program. A blank loyalty program is created without any configurations.
4. If the program is inactive, click Activate to enable the program.
5. Once the program is enabled, you can configure the program using the Configure option.
- Events: For any event such as transaction and customer update, first, the relevant programs will be identified and then the configured rules and actions will be executed for that particular program.
In case the system identifies two separate programs for a particular event then both the programs will execute.
Step 3: Get Details (API Call)
- Get Details (API): Whenever any information such as Current points, tier and the bulk call is required, either the calling module will pass the corresponding program or the system will identify the corresponding program from the configuration and pass the relevant value to the caller.
Rule and set configuration need to be configured at the program level depending on the requirement. The rules configured for lifetime purchases, current points, no. of transactions etc are always in the context of the program. For example, lifetime purchases are the purchases made in that program.
For example, let's assume a customer has made 6 transactions across the organization in different tills/store.
If one writes rule within program 1 on currentcustomer.lifetimepurchase, it will be evaluated on 1200, and on program 2 it will be evaluated on 900. Moreover, each program will have it over customer KPIs such as Lifetime purchase, current points, lifetime points, trackers Visit count, and the number of transactions.
View Loyalty Details on Member Care.
You can see program-wise (including Default Program) details of a customer with program-level KPIs in Member care and Binary.