You can create multiple tiers, automate tier upgrade conditions, and award customers with tiers based on certain conditions set up beforehand. A customer can enjoy certain benefits in each tier as required for the org. For example, you can provide the lowest benefits to customers in the base tier, and increase when they are promoted to a higher tier. Tier upgrade allows you to create new tiers and configure conditions and eligibility criteria.

You cannot add a new tier in between two existing tiers and you also cannot delete an already existing tier.

Create tiers and configure tier upgrade conditions

You can configure each tier with a color of your preference. 

To create and configure tiers, follow these steps.

  1. On Intouch, navigate to Menu > Loyalty> Programs.
  2. In Programs, select the program you want to edit.
  3. Click Edit Program.
  4. Create a base tier: 
    1. Navigate to Tiers tab. You will see a default or base tier.
    2. Click the Edit icon to modify the name of the tier.
    3. Name the tier.
    4. Describe the tier in brief.
    5. Select an appropriate color for the tier if required.
      You cannot set conditions for the default tier.
  5. Click Done to save.


Create more tiers and configure tier upgrade conditions

From the second tier that you create, you need to configure the eligibility criteria for tier upgrade and define the upgrade condition for each tier.  


  • The eligibility criteria type that you set for tier upgrade remains the same for all the subsequent tiers that you create. 
  • Make sure you create tiers in sequence. You cannot create a new tier between existing tiers and cannot delete an existing tier.
  1. Click Create New Tier and do the following.
    1. Name the tier.
    2. Describe the tier.
    3. Select an appropriate color for the slab if required.
  2. In Define Eligibility, define conditions that will make the customer eligible to move on to this tier.
  3. In Eligibility Criteria, select the base consideration for tier upgrade.

    OptionDescription
    Current pointsUpgrade tier based on the active points of the customer.
    Enter the active points required for a customer to upgrade tier in If value. For example, a customer needs 100 active points to upgrade the tier.
    Lifetime pointsUpgrade tier based on the total points earned by the customer to date.
    Enter the lifetime points required for a customer to upgrade tier in If value.
    Lifetime purchasesUpgrade tier based on the total purchase amount of the customer to date.
    Enter the lifetime purchases required for a customer to upgrade tier in If value.
    Tracker ValueUpgrade tier based on the tracker values.
    If Tracker Value is selected, in If Tracker select your preferred tracker and in In tracking period, select the duration of tracking,
    Enter the tracker value required for a customer to upgrade tier in If value.


  4. In Upgrade type, select type of tier upgrade. This is applied when a customer fulfils the eligibility criteria.


    OptionDescription
    Issue points and then upgrade to the next tier
    1. Points for the current transaction are issued based on the customer's current tier settings, then
    2. the tier is upgraded. 
    Upgrade to the next tier and then issue points
    1. The tier is upgraded, then
    2. all points for the transaction are issued according to the new tier setting.
    Issue points, upgrade tier and then issue remaining points

    Points are issued in two parts based on the amount required for upgrading the tier.

    1. Only points required for the customer to be upgraded to the next tier is issued based on the current tier’s settings. 
    2. The remaining points from the transaction are issued based on the upgraded tier’s settings.
  5. Click Add Secondary Criteria, to add another eligibility criteria. For example, if you have the primary eligibility criteria on lifetime purchases, you can also another on tracker value.

  6. Click Done.


Configure Tier Downgrade

Tier downgrade is lowering the tier of customers who are not active with the org or are only partially active in terms of purchases and visits. You can downgrade the customer to any lower tier. 

To configure tier downgrade, do the following.

  1. In Create New Tier, enable Set Validity.
  2. In Validity Period, enter months after which the tier will expire.
  3. In Downgrade to, select the tier to downgrade the customer to.
    OptionDescription
    One tier belowDowngrades customers to the immediate bottom tier. 
    An appropriate tier based on eligibility Downgrades to a lower-tier based on upgrade condition. For example, if a customer has 500 current points and is in the third tier, and redeems 200 points and now has 300 current points, and the second tier's requirement is to have 200-350 current points, then the customer is downgraded to the second tier irrespective of other downgrade conditions
    The lowest TierDowngrades to the base tier.
  4. In How will it get extended, select when to validate tier downgrade conditions.
    Validity extension is the same for all tiers. 


    OptionDescription
    By 1 monthTo validate the tier downgrade condition based on the last tier date change and the tier validity is extended for one month if the customer is qualified to continue in the same tier.
    By tier's month downgrade cycle durationTo validate the tier downgrade condition based on the last tier date change (from date). At the end of the tier validity, if the customer is qualified to continue in the same tier, the tier validity is renewed. That is, if the validity of the tier is one year, the tier validity extends for one more year. If not the membership expires.
    By fixed dateTo validate the downgrade from a fixed date. You can select only the first date of a month. During tier downgrade check, if a customer is qualified to continue in the same tier, the tier is renewed as per the validity period (set in months from date ).
  5. Click Done.


Examples of how the tier expiry and tier downgrade check dates vary for each option of How will it get extended

For the downgrade based on the last tier change date - By 1 month:

During tier validation, if a customer is qualified to continue in the same tier, irrespective of the validity period, the tier validity is extended for one month. If the tier is expiring on March 15, 2021.

Expiry Check TypeFirst Expiry CheckNew Expiry DateSecond Expiry Check
Daily expiryMarch 15, 2021Apr 15, 2021Apr 15, 2021
Month-end expiryMarch 31, 2021April 30, 2021April 30, 2021

For the downgrade based on the last tier change date - By tier's month downgrade cycle duration:

If a tier validity is 12 months (set in months from date) and a customer is qualified to continue in the same tier during validation, the tier validity is extended for one more year. If the tier is expiring on March 15, 2021.

Expiry Check TypeFirst Expiry CheckNew Expiry DateSecond Expiry Check
Daily ExpiryMarch 15, 2021March 15, 2022March 15, 2022
Month-end expiryMarch 31, 2021March 31, 2022March 31, 2022

For the downgrade based on Fixed date:

The Fixed Date is set to 2021-3-1 with a  validity of 2 months (months from date). If a customer is qualified to continue in the same tier during validation, the tier validity will be extended for 2 more months.

Expiry Check TypeFirst Tier Expiry Check
New Expiry Date
Second Expiry Check
Daily ExpiryMarch 1, 2021May 1, 2021May 1, 2021
Month-end expiryMarch 31, 2021May 31, 2021

May 31, 2021


In Fixed Date, irrespective of the date you set, it will consider from the 1st of that month. Hence, in the preceding example, even if the date is Oct 21, 2018, it will consider Oct 1, 2018, as the start date for the tier validity period.

Configure renewal conditions

You can renew a customer’s tier after the validity period by defining certain conditions. To configure conditions for tier renewal, do the following.

  1. In Create New Tier, after configuring the tier validity, enable Set Renewal Conditions.
  2. Enable Purchases and enter the purchase value.

    The customer has to make a transaction for the configured amount within the validity period.

  3. Enable No of visits and enter the number of visits that the customer has to make within the validity period of the tier.
  4. Enable Pts. earned and enter the number of points that the customer needs to earn within the validity period.
    Tier renewal happens only if all the when conditions enabled are satisfied. For example, if you set purchases > 1000 and Points earned > 10. A customer's tier is downgraded only if both conditions are satisfied.
  5. Click Done.

View Tier Configuration

You can view configured slabs in Tiers. The first slab is the default slab and in the second slab, you can see the eligibility criteria which is the same for all tiers along with conditions that were configured. Each slab is interconnected, which shows the sequential flow, the arrow also leads to downgrade information, displaying the downgrade condition.


FAQs

  1. Can I add a tier in between two existing tiers?
    You cannot add a tier 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.
    • Edit all the tiers from where you need to modify
    • Change rule expressions and conditions
    • Do a data clean up 
    • Reconfigure the loyalty program
  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 the 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.