Download - IBM enhanced SAP loyalty management solution
IBM Enhanced SAP Loyalty Management Solution powered by IBM Research's advanced social analytics platform
Satisfaction – Relevance– Value Loyalty – Revenue – Profitability
Opportunity: Loyalty membership programs can drive retention, revenue, and profitability
Joins program
Shops
Uses social networks
Responds to offers
Uses mobile app
Customer Company
Launches and manages program
Tracks customer behaviour and preferences
Makes valuable offers
Drives intelligence into program
Launching great programs, though, has many challenges
Program challenges Programs are too often just “giving stuff away”
and don’t truly drive loyal behavior
Lacks good social and mobile capabilities and can’t keep up with customer channel preferences
Lacks customization and relevance to individual customers
Operational challenges Loyalty information and data difficult to use and
doesn’t provide useful insights
Program management is unnecessarily difficult, laborious and costly
Program launch is low priority for IT group, or delivered too slowly
Was quick and easyto launch
Leveraged Advanced Analyticsto drive real insights
Utilized social media andtransactional data
Was controlled by your group, requiring little IT dependence
Included a mobile consumer app
Required minimal IT investmentto start and support
What if your loyalty program…?
Instant membership card and program activation
Cloud and systems environment including Interfaces to POS and other transactional systems
Customers
Social-enabled offers and recommendations
Marketersand
analysts
Loyalty dashboard
and marketer interfaces
SAP CRM Backend
Mobility Platform
Ready-to-configure mobile consumer app
Integrated System
IBM Researchadvanced social
analytics platform
Overview
Demonstration
Social personaLilly Paterson34 years oldMarried, mother of two
Happy user of social media, active in reading and writing reviews, enjoys photography and listening to music
A petroleum retailer uses the IBM Enhanced SAP Loyalty Management Solution to grow new wallets, expand wallet share, increase loyalty, and mitigate risk by providing personalized purchase recommendations. A mobile consumer application fully integrated with the loyalty backend system has been launched.
While registering her details an instant membership card is issued
She earns extra points for sharingher social media information
Lilly Patterson downloads the mobile app to her smart phone and registers for the program
Review the loyaltypoints summary
Check purchasehistory
Check loyaltypoint history
Identify and navigateto the nearest gas station
Lilly uses her mobile device to ...
The pump display asks for additional items to be purchased. Lilly swipes the barcode of the relevant recommendation. She completes her transaction by using loyalty points or paying with the mCommerce feature of the mobile application, then she proceeds to the store to pick up her purchased items. Lilly receives the receipt on her mobile device.
IBM Research's advanced social analytics platform
mines the customer's social footprint and purchase history
to provide personalized recommendations.
While filling up gas she checks the recommendations provided by the IBM Research Engine
When Lilly arrives at the gas station...
She swipes her loyalty card or the member barcode on her mobile app
Social Network
Purchase History
Social networks(Publicly available)
Wikis Photo sharing
Blogs
100+ million
MicroblogsForums/newsgroups
120+ million
Video sharing Social media news
Aggregators
‘Owned’ media outposts‘Paid’ channel utilization
SocialSources
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‘Earned’ media feeds ‘POE’ Performance
Social MgmtSolutions
Offer Delivery Channel >
Personalized Recommendation >
Offer Delivery Platform >
Web/Micro SitesMobile Sites
BlogsTwitter Accounts
Display AdsPaid Search
SponsorshipsAffiliate Channels
Word of MouthSocial Buzz
Viral AwarenessSentiment Analysis
Predictive AnalysisPerformance Analytics
Business AlignmentMarketing Objectives
CRMPI
MobilePlatform
The personalized mobile loyalty solution is powered by SAP software and IBM Research's advanced technologies
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MyCokeRewards Mobile AppCoke, one of IBM’s premier clients, engaged IBM on mobile loyalty applications.
Solution
•Code Entry: Enter Coke product Codes on mobile device
•Rewards: Review and select rewards
•Offers: View and select personalized offers
Results
•Registered users: >22 million•Mobile app: 350K+ downloads•Mobile consumer connections: 75 million
13
National Rent-a-Car Mobile AppLeveraging strategy and experience design to deliver a game changing app that provides an exceptional rental experience to vault National above their competitors and is difficult to replicate
Solution
Customer Driven Innovation• Cross discipline IBM Consulting team delivers
comprehensive solution that meets needs of customer, follows market forces, and aligns with multiple technology dependencies.
• Integrated Design and Development team worked closely with customer stakeholders to create, develop, and deploy high quality, user centric iOS and Android applications significantly faster than internal resources could manage
Results• Mobile application solution identifies
customer’s rental journey. It anticipates and proactively provides vital information before the customer knows they need it.
• 100,000 downloads in two months after launch, with a 4+ star ratings in iOS and Android app stores.
National wanted to provide their customers with an “all in one” car rental solution that enabled easy access to their reservation engine, rewards balances, discounts, and payment information.
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Air Canada Mobile and iPad AppsAir Canada, one of IBM’s premier clients, engaged IBM on mobile check-in, booking and notification enhancements for their mobile applications.
Solution
•Booking with payment: Search and book your flights directly on your iOS device.
•My Flights: Track all your Air Canada flights from a single location
•Check-In: Use it to access Mobile Check-In when you don’t have your flight set up in the My Flights Feature.
•Notifications: Receive flight reminders, including delay alerts.
Results
•1.5M+ downloads, 50k+ sessions per day•200 / day mobile bookings paid (on avg)•2000 / day searches for routes and fares (shopping)
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TimmyMe Mobile AppTim Hortons wanted to create an app to make orders simpler, payment to be convenient, and overall achieve a seamless coffee experience.
Solution:
•Locator: Restaurant finder
Secure Payment/Account: Tim Card payments, including passbook integration, real time Tim Card balance, reload and access to transaction history and merge Tim Card balances.
Digitalized Coffee Experience: TimmyRun with friends and coworkers (including integration with desktop version), product menu and nutrition info.
Social & Engagement: Integrated with contests and games, check into Facebook and Tweet from the app.
Analytics & Software: Statistic tracking tags to determine what functionality is most used, in which OS etc., reduce app sizing.
Across platforms: Available on iPhone, iPad and Android.