ivend loyalty - loyalty management system

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New York | Mexico | London | Sydney | New Delhi | Panama | Singapore Business Challenges & Benefits

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Page 1: iVend Loyalty - Loyalty Management System

N e w Yo r k | M e x i c o | L o n d o n | S y d n e y | N e w D e l h i | P a n a m a | S i n g a p o r e

Business Challenges & Benefits

Page 2: iVend Loyalty - Loyalty Management System

BUSINESS CHALLENGES & BENEFITS

iVend Loyalty

Page 3: iVend Loyalty - Loyalty Management System

Agenda • Loyalty Management• iVend Loyalty Architecture• iVend loyalty- Feature Set• Why Loyalty• Business Challenges• Business Benefits• Roadmap Ahead• Licensing• CitiXsys Fast Facts• Global Footprint

Page 4: iVend Loyalty - Loyalty Management System

Loyalty Management

One of the top 3 focus areas of Retailers today

iVend Loyalty – a complete end-to-end loyalty application

Seamless integration with SAP

SAP certified solution

More than just a loyalty application

Page 5: iVend Loyalty - Loyalty Management System

Enterprise Loyalty Server

Typically spread across different geographical locations• Head Office• Store• Multiple clients at store

Card based licensing• Annual & Recurring for

cards• One time setup fee for

application

Loyalty Stores connected to HO over the Internet

Loyalty Enterprise connected to iVend Enterprise

n Num

ber of stores

• SAP Business One Server

• SAP Retail with/ without POSDM

• SAP ERP (ECC 6.0)

• iVend APIs for 3rd party integrations

• Loyalty APIs for 3rd party integrations

LANLAN

Store Operations

Store 1

Store 2

SAP Business One Server

LAN

iVend Store Manager Station

iVend POS Terminal

iVend POS Terminal

iVend POS Terminal

iVend Store Server

iVend Store Server

Internet

LAN

Head OfficeiVend Enterprise Server

Loyalty Store Server

Loyalty Store Server

Loyalty Store Server

Overview

Page 6: iVend Loyalty - Loyalty Management System

Application Features

Global Settings Wizard• Conflict Resolution Setup

− The Conflict Resolution Hierarchy Setup allows the manager to combine Criteria Groups and Tender Types to create an hierarchy that is used by the Points Award engine to find loyalty plans in the defined order

− Conflict Resolution Methods are used to resolve conflicts when multiple plans are awarding points on one or more transaction line items.

• Plan Definition Basis Setup− Loyalty allows two types of plans to be created in

the system› On Every Transaction Plans – These are plans that

award points as soon as a transaction occurs at POS

› Cumulative Plans – These are plans that award points on historical transactions

Page 7: iVend Loyalty - Loyalty Management System

Application Features

Loyalty Management Features• Loyalty Plan Management (contd.)

− Each loyalty plan can be configured to apply on selected stores and on Special days such as Customer Anniversaries, public holidays, festivals etc,

− The plan also provide options to exclude items on discounts, price overrides, promotions, layaways etc.

− Extensive combination of criteria such as Items, Item Groups, Customer Codes, Customer Groups, Slabs and Tenders Types can be configured to achieve even the most complex type of plans.

− The plans award rewards in a hybrid mode, i.e. while one line item can award points, the other can award currency thus providing complete flexibility to the user.

Page 8: iVend Loyalty - Loyalty Management System

Application Features

Loyalty ReportsPredefined Reports• Loyalty ships with some predefined reports which are:

− Points Spread by Geography− Points Spread by Slab− Slab Transition Report by Date− Points Expired Report by Date− Points Redeemed / Points Allocated Comparison Report− Promotion Effectiveness Report by Store− Points Earned/Redeemed Report by Store− Points Journal by Customer

• While some are plain tabular reports, others allow drill down capabilities and generate charts for better analysis

Page 9: iVend Loyalty - Loyalty Management System

Why Loyalty

To develop relationships with the customers by offering two benefits

Financial benefits that increase the customer’s satisfaction

Social benefits that increase the retailer’s social experience with the customer

Page 10: iVend Loyalty - Loyalty Management System

Retailers Perspective – Why LoyaltyCustomer’s buying decision is 30% rational and 70% emotional according to behavioral economists.

It’s the emotional side of the decision-making process that creates – • Connected• Passionate• Engaged customers

80% of people don’t complain – they simply take their business elsewhere.

Page 11: iVend Loyalty - Loyalty Management System

Business Challenges

• Not able to analyze and determine satisfaction, engagement & Loyalty

• Ascertain factors that drive customer Purchases

• No medium to increase awareness among clients

• Retention of customers (It costs 10x more to attract a new customer )

• Increase the spending of existing customers

• Shift spending to higher margin products

• Improve the natural churn rate of customers

• Identification of profitable customers

Page 12: iVend Loyalty - Loyalty Management System

Solution- iVend Loyalty

iVend Loyalty supports creation of Membership group for allocation of corporate benefits with audit log functionality

Customizable exclusion rules to improvise non discounted items, item groups etc.

Excluding discounted products in a loyalty schemes with six exclusion rules including promotions, discount override, layaway etc.

Exclusive slab definition for various types of customers like Silver, Gold & Platinum

Engage with your customers, reward them on repeat footfalls

Page 13: iVend Loyalty - Loyalty Management System

Business Benefits

Increasing sales – from the same customer at the same store

Customer loves the store

Customer needs another product

Customer returns to the store for more benefits

Increasing customer intent to return

improves financial result

Customer loves the benefit and eventually the product

Customer buys the product

Page 14: iVend Loyalty - Loyalty Management System

Business Benefits- iVend loyalty

• Acknowledge the Customer – Instant Gratification

• Know the Choices, Preferences and Spending Patterns

• Follow Up with the Customer• Retain the customer – Ultimate benefit• More business with cross sell / up sell• Allow customers to earn points on each

purchase

• Interact with your customer more while they redeem their loyalty points at POS

• Engage while educating customers, ways to earn more points

• Listen the Most When you Least Want To - Feedback

• Follow up with new loyalty offers & schemes• Identify the regular customers and reward them

with additional discounts/benefits

Just a small percentage of customers account for a high percentage of profit. Loyal customers spend twice as much as irregular shoppers

• Improved customer communication• Ability to track and monitor shopping habits• Improved promotional activity with

focused & targeted campaigns

• Improvement in the supply chain efficiency • Customer loyalty is vertical independent • Ability to influence customer behavior

Page 15: iVend Loyalty - Loyalty Management System

CitiXsys Fast Facts

Over 4000 SAP customers globally

Over 550 Vertical Solution customers in 17 countries

Each office having sales & delivery capabilities (Local CitiXsys Employees)

Hundreds of partners globally

Leader in Retail/ distribution segment within SAP community

Page 16: iVend Loyalty - Loyalty Management System

Global FootprintUSA - New YorkRockefeller Center, 7th Floor,1230 Avenue of the Americas,New York NY 10020USAT: 1 212 745 1365F: 1 212 618 6309E: newyork [at] citixsys.com

Mexico - GuadalajaraInterContinental Plaza Del Sol,Avenida Moctezuma 3515, Esq.López Mateos Sur, Edificio AstralPlaza, Guadalajara,T: 1 55 8421 9659E: mexico [at] citixsys.com

Australia - SydneyTower 2, Level 20, 201 SussexStreet, Sydney NSW 2000AUSTRALIAT: 61 2 9006 1616F: 61 2 9006 1515E: sydney [at] citixsys.com

South East Asia- Singapore3 Temasek Avenue, CentennialTowers, Level 21,Singapore 039190T: 65 6549 7417F: 65 6549 7001E: singapore [at] citixsys.com

Canada - Toronto2425 Matheson Blvd. 8th Floor,Mississauga ON L4W 5K4CANADAT: 1 905 361 2886F: 1 905 361 6401E: toronto [at] citixsys.com

India - New DelhiLevel 2, Elegance, MathuraRoad, Jasola, New Delhi 110025INDIAM: 91 9560022735E: newdelhi [at] citixsys.com

Panama - Panama CityWorld Trade Center, 53rd Street,Marbella, 1st Floor, CommercialArea, Panama City, P.O. Box0832-0588T: 1 630 359 5956F: 1 630 303 9706E: panama [at] citixsys.com

USA - ChicagoThe Merc, West Loop, 22nd Floor 30South Wacker DriveChicago, IL 60606USAT: 1 630 359 5956F: 1 630 303 9706E: chicago [at] citixsys.com

UK - LondonLakeside House, 1 FurzegroundWay, Stockley Park, Uxbridge UB111BDUNITED KINGDOMT: 44 207 193 5607F: 44 207 681 1016E: london [at] citixsys.com

Australia - MelbourneLevel 27, 525 Collins Street, RialtoSouth Tower, Melbourne 3000AUSTRALIAT: 61 3 9935 2916F: 61 3 9935 2750E: melbourne [at] citixsys.com

USA - New Hampshire264 South River Road, Suite 544,Bedford NH 03110USAT: 1 347 768 8743F: 1 646 349 3441E: newhampshire [at] citixsys.com

India - New DelhiA-24/5, MCIEMathura RoadNew Delhi 110044IndiaT: 91 11 4269 6666F: 91 11 4269 6600E: newdelhi [at] citixsys.com

Australia - PerthLevel 29, Forrest Centre, 221 StGeorges Tce, Perth WA 6000AUSTRALIAT: 61 8 9288 0662F: 61 8 9481 3177E: perth [at] citixsys.com

Page 17: iVend Loyalty - Loyalty Management System

N e w Yo r k | M e x i c o | L o n d o n | S y d n e y | N e w D e l h i | P a n a m a | S i n g a p o r e

For more information:[email protected]

Thank You