how to use drupal to build a loyalty redemption system

How to use Drupal to build a Loyalty Redemption Engine

Overview

1. Who are we ?

2. Loyalty Program - Why?

3. How does it work?

4. Project’s Requirements

5. Why Drupal

6. Architecture

7. Addressing Challenges

8. What’s next at Iksula?

Who are we?

12+ Years of Internet Expertise

150+ Employees

20+ Drupal Developers

200+ Websites powered by Iksula

Presenters

Samarjeet Singh

Presidentsamar@iksula.co

m

Somokanta Sharma

Head -Technologysomokanta@iksula.

com

Loyalty Program – why?

New Customer Acquisition is Expensive

Customers will always look for Options

Recognizing your Loyal Customers Lead to Long term Relationships.

Loyalty Program – why?

Capture

Analyze

Leverage

Reinforce

Loyalty Program – why?

Capture

Analyze

Leverage

Reinforce

Loyalty Programs increase customer Life time Value ( LTV )

Capture buying habits and preferences.

Loyalty Program – why?

Capture

Analyze

Leverage

Reinforce

Analyze Customer Segments

Generate Satisfaction scores

Analyze Churn

Calculate Lifetime value

Loyalty Program – why?

Capture

Analyze

Leverage

Reinforce

Create Customer Segmentation

Targeted Promotions and Rewards

Improve Customer Satisfaction

Loyalty Program – why?

Capture

Analyze

Leverage

Reinforce

Reinforce and Reward Desired Behaviors

Results in Increased Revenue

Increased Revenue

Retain Customers

Gain Customer Insight

Targeted Marketing Campaigns

Increase Spend and Frequency

Build brand Loyalty

Build Customer Relationship

Competitive Advantage

Acquire New customers

Gain customer insight

Loyalty Program-How does it work?

Customer Signs up for the

Loyalty Program

Loyalty Program-How does it work?

Customer Signs up for the

Loyalty Program

Activity

Loyalty Program-How does it work?

Customer Signs up for the

Loyalty Program

Activity

Earn Rewards

Loyalty Program-How does it work?

Customer Signs up for the

Loyalty Program

Activity

Earn Rewards

Redeem Rewards

Loyalty Program-How does it work?

Customer Signs up for the

Loyalty Program

Activity

Earn Rewards

Redeem Rewards

Activities

Customer Signs up for the

Loyalty Program

Activity

Earn Rewards

Redeem Rewards

Activities

Customer Signs up for the

Loyalty Program

Activity

Earn Rewards

Redeem Rewards

Activities

Purchases

Window shopping

Inquiry

Feedback / Review

Interaction

Reward Types

Customer Signs up for the

Loyalty Program

Activity

Earn Rewards

Redeem Rewards

Reward Types

Customer Signs up for the

Loyalty Program

Activity

Earn Rewards

Redeem Rewards

Rewards

Points

Vouchers

Discounts

What is a Loyalty Redemption System?

Customer Signs up for the

Loyalty Program

Activity

Earn Rewards

Redeem Rewards

Rewards

Points

Vouchers

Discounts

Project Requirements

Redemption Channels

Website

Call Center

SMS

Client’s Requirements

Rewards

Products

Gift Vouchers

Movie Tickets

Order Fulfillment ??

Client’s Requirements – Order Fulfillment

Rewards

Products

Gift Vouchers

Movie Tickets

Order Managemen

t System ( SAP )

Gift Portal

Ticket Booking Portal

Order Fulfillment

API

API

API

Why Drupal for this Project? Modular Architecture of Drupal

Availability of Ubercart modules for Redemption

“Services” module for Communication with External Applications

Custom Modules

Architecture

• Transaction

• Points• Customer

data

• Product api

• Order api

• Rules• Condition

al processes

Users Products

OrdersWork flow

engine

Architecture

• Transaction

• Points• Customer

data

• Product api

• Order api

• Rules• Condition

al processes

Users Products

OrdersWork flow

engine

Fetch product data

Architecture

• Transaction

• Points• Customer

data

• Product api

• Order api

• Rules• Condition

al processes

Users Products

OrdersWork flow

engine

Fetch product data

Push Orders

FetchOrder Status

Architecture

• Transaction

• Points• Customer

data

• Product api

• Order api

• Rules• Condition

al processes

Users Products

OrdersWork flow

engine

Fetch product data

Push Orders

FetchOrder Status

Fetch Customer data

Push Tx History

LMS

3rd PartySyste

ms

Architecture

• Transaction

• Points• Customer

data

• Product api

• Order api

• Rules• Condition

al processes

Users Products

OrdersWork flow

engineOrder Fulfillment

Fetch POS Orders

Fetch product data

Push Orders

FetchOrder Status

Fetch Customer data

Push Tx History

LMS

3rd PartySyste

ms

Loyalty Redemption System Flow

Loyalty RedemptionSystem (DRUPAL)

Products Customers

Orders

Stores

Work flow engine

Transactions Logs Services

Api Layer

Loyalty Redemption System Flow

Loyalty RedemptionSystem (DRUPAL)

Products Customers

Orders

Stores

Work flow engine

Transactions Logs Services

Website (Drupal)

Customer Care(Drupal)

SMS Gateway application(Custom PHP)

Api Layer

Loyalty Redemption System Flow

Loyalty RedemptionSystem (DRUPAL)

Products Customers

Orders

Stores

Work flow engine

Transactions Logs Services

•Browse products•Login•Update profile•Redeem products•Order status•Transaction History

Website (Drupal)

Customer Care(Drupal)

SMS Gateway application(Custom PHP)

Api Layer

Loyalty Redemption System Flow

Loyalty RedemptionSystem (DRUPAL)

Products Customers

Orders

Stores

Work flow engine

Transactions Logs Services

•LDAP•Customer Authentication•Update profile•Redeem products•Order status•Support queries

Website (Drupal)

Customer Care(Drupal)

SMS Gateway application(Custom PHP)

•Browse products•Login•Update profile•Redeem products•Order status•Transaction History

Api Layer

Loyalty Redemption System Flow

Loyalty RedemptionSystem (DRUPAL)

Products Customers

Orders

Stores

Work flow engine

Transactions Logs Services

•Mobile Number verification•Get balance points•Get Member Number•Redeem products•Order status

Website (Drupal)

Customer Care(Drupal)

SMS Gateway application(Custom PHP)

•Browse products•Login•Update profile•Redeem products•Order status•Transaction History

•LDAP•Customer Authentication•Update profile•Redeem products•Order status•Support queries

Api Layer

Challenges

Conditional checkout based on product types

Billing Info + Shipping Info

Billing Info + Shipping Info + email and phone

Billing Info + Shipping Info + email and phone

Challenges

Order structure – Ubercart vs SAPDefault Ubercart model:

Order id Nid Title Points Qty Subtotal

112 72 iPhone 4 S 100 2 200

112 73 Samsung Galaxy S3

150 1 150

Total 350

Order Status payment_received

ChallengesOrder structure – Ubercart vs SAPDefault Ubercart model:

Required model:

Order id Nid Title Points Qty Subtotal

112 72 iPhone 4 S 100 2 200

112 73 Samsung Galaxy S3

150 1 150

Total 350

Order Status payment_received

Order id Line item Id

Status Nid Title Points Qty Subtotal

112 10001 Despatched

72 iPhone 4 S 100 1 100

112 10002 Despatched

72 iPhone 4 S 100 1 100

112 10003 WIP 73 Samsung Galaxy S3

150 1 150

Total 350

Summary

Customer

Summary

Customer

Channels

Summary

• Transaction• Points• Customer

data

• Product api

• Order api

• Rules• Condition

al processes

Users

Products

Orders

Work flow

engine

Customer

Channels

Rewards

Loyalty Redemption Engine

Summary

• Transaction• Points• Customer

data

• Product api

• Order api

• Rules• Condition

al processes

Users

Products

Orders

Work flow

engine

Loyalty Management System

Customer

3rd party Systems

Channels

Rewards

Loyalty Redemption Engine

External Applications

What’s Next at Iksula?

Drupal 7 + Ubercart 3 + Oracle 11g

Drupal as an Order fulfillment engine

Thank you

Samarjeet Singh

Presidentsamar@iksula.co

m

Somokanta Sharma

Head -Technologysomokanta@iksula.

com