SAP CRM Loyalty Management Capabilities

Key functions of Loyalty Management consist of four building blocks:

Program Management Reward Rule Management Membership Handling Processing Engine

Loyalty Program Management

Members of our loyalty program can earn and redeem loyalty points by doing defined member activities.

Tier Management

Design different Tier Levels based on characteristics of the member's interactions, such as sales values, frequently etc.

SAP CRM Loyalty management supports Multiple tier groups.

Each group can have some tier level such as Regular, Silver, Gold, Platinum.

The Tier can have validity and we can define rules to model the tier dependencies.

Points Management

Point is to used to earned and spent by the participants (members) in a Loyalty Program.

Usually one program have one point type, however we can have multiple point types for some most valuable customers.

Point Types: one or multiple point types in the program.

Point Qualification Types: If the points earned count toward to the tier qualification.

Point Expiration Scheme: Such as Never Expire, Fixed Validity, Inactivity based on expiration.

Point Account Management: Manages point transactions and point account balances at member level. Points are earned, redeemed, expired in the point accounts, tracked by Point Transactions.

Redeemable and Qualifying Points: When points are earned, the system would determine the qualifying points at tier level to determine tier eligibility.

Tier Based Point Expiration

Program Partners Management

Dynamic Attributes

Reward Rule Management

Reward Rule Management Overview

Use SAP CRM Rule Builder to model the program rules to calculate the points. For example,

1>Airline, Frequent Flyer Program: Redeemable miles, First Class=150%, Business Class=125%, Economy Class= Discount * 100%.

2>Promotion: Earn double points for all the notebooks purchased from July to Sept 2009 online or in our stores.

Rule Modeling with Rule Builder: Efficient manage program rules with SAP CRM Rule Builder.

Version Management: Simulate. Maintain multiple versions for different time periods.

Rule Maintenance Template & Export Mode: Rules as pre-defined templates. Rule Builder and formula editor.

Rule Scheduling: Schedule rules.

Partner Sponsorship: Sponsor offers. Generate additional revenue by selling points to partners.

Campaign Integration: Integrated marketing campaign execution. Segmentation.

Membership Management

Loyalty Membership represents the participation of an individual person/account in a loyalty program. Membership is done by a registration to the loyalty program, either paper based, via web-self service or call center. It also includes member activities such as flight or sales activities- finally being earned or redeemed as points.

Membership Types and Registration

Member Tier Management

Member Activities

Member Profile Maintenance

Point Account Management

Basic Membership Card Handling

Processing Engine

The Processing Engine is a highly scalable engine to process activities and tier transition evaluation. This is the heart of the CRM-Based Loyalty Management solution.

Scalable Engine Component- Deployment

SAP CRM Loyalty Management is a performance optimized solution built for mass processing, because usually the customers have lots of members.

CRM Loyalty Component can be installed in the same instance as BBPCRM( CRM Key Application Server), or as an alternative running in a totally separate instance.

Online Member Activity Processing

Batch Member Activity Processing

Tier Evaluation Processing

Point Expiration Processing

Simulation of Rule Processing

Integration

Loyalty API Connectivity

Sales Order Integration

Interaction Center Integration

Web Channel Integration

Loyalty Management- Industry Solutions

Loyalty Management for Retails

Loyalty Management for Travel & Transportation