loyalty program for retail chain: from discounts to bonuses

1© 2017 Loyalty Management Systems

mReward Loyalty Platform description based on case of Retail Chain in Ukraine

Case: Retail Chain which is running in 75 stores in Kyiv and Kyiv region (Ukraine). 50 more stores will be opened by the end of 2017.

LOYALTY PROGRAM FOR RETAIL CHAIN:from discounts to bonuses


LAUNCHING LOYALTY PROGRAM IN RETAIL

LOYALTY PROGRAM GOALS:

• To identify client when shopping in store or online, registering on website.;

• Collect and analyze customer data – purchases, orders, support requests, participation in special offers;

• Segment customers depending on their consumer behavior;

• Stay in real time with your client. Communicate directly;

• Reward your clients depending on their consumer behavior;

• Participate in surveys after purchase.

Your client forgot his card. Does he become invisible?Every retailer faces this problem.

EXPECTATIONS:

• Make a good offer for visiting your chain;• Increase purchase frequency;• Increase average check;• Keep your customers;• Increase your customer base.

INCREASING INCOME FROM CUSTOMERS

INCREASING INCOME FROM MANUFACTURERS AND DISTRIBUTORS

INCREASING INCOME FROM CROSS-BRAND MARKETING CAMPAIGNS

EXPECTATIONS AND GOALS


ORGANIZING LOYALTY PROGRAM

DISCOUNT LOYALTY PROGRAM BONUS LOYALTY PROGRAM

Instant money save, most beneficial for customer

Customer does not involve emotionally, does not have any attitude to brand

Minimum repeat purchases

Emotionally involved

Most expensive to run (loss from a direct discount)

Doesn’t influence purchase frequency

No tools to manage customer behavior

Simple to start

Bonuses motivate for repeat purchases

Increase average check, frequency of purchases

Most manageable program

Effective model to use in retail chains

Expenses to launch and run

Loyal to brand, eager to purchase more, looks forward to participating in special offers and campaigns that contain rewards

Personalized offers based on purchase history

WE CAN CALCULATE YOUR ANNUAL SAVINGS and WHEN SWITCHING FROM DISCOUNT PROGRAM TO BONUS.

VERSUS


WE OFFER: LOYALTY PLATFORM

PROCESSING MANAGING LOYALTY PARTICIPANTS TOOLS OPEN SOURCE API

CRM

Panel for merchant or sales point

Support panel

Omni USER ID

+ Mobile app

POS integration

Accounting system integrationWeb integration

Mobile app integration

Self-service terminal

Single ID – phone number. All other data is linked to it.

Mobile app that allows interaction with client. Registration, balance, promo-codes, purchase history, gift certificates. Identify clients in stores to reward them.

Our modules allows flexible management of your program. Collect and analyze your customers data. Run campaigns and special offers. Reward clients for participation. Communicate and get instant feedback.

Bonus processing� developed on payment system processing guaranties safe and fast transaction running.

E-money processing, allows using innovative functionality – real money CashBack.

LOYALTY PLATFORM CONSISTS OF COMPONENTS

Keys for user id: Any type cards


OMNI CHANNEL

OMNI CHANNEL INTERACTION WITH CLIENTS

POS softwareACCOUNTING SYSTEM

WEB STORE MOBILE APPLICATION

Loyalty platform is a single entry point for collecting and processing data from various sources :

• Maximum simplicity to participate in loyalty program for customers

• Personal approach to every customer – you are going to recognize him wherever he may do his purchases

• Single up to date database

• Create Omni channel marketing campaign and offers

Single-channelSingle-channel Multichannel Omni Channel


TOOLS

Generate as many card numbers and promo-codes as you need;

Loyalty bonus program ID;

Identify which other campaigns and offers customer participates in;

Our platform can work with any cards, applications and services

Customer uses his phone and card number to register in program. Card number is only used to access to bonus wallet.

CUSTOMER ID IS HIS PHONE NUMBER – THE ONE THAT IS ALWAYS WITH HIM

Plastic cards with QR/BARCODE

Mobile application

Plastic card with QR/BARCODE

.01 Flexible tools to reward with bonuses:- stackable – after issuing;- functional – after activation.

Using bonuses to pay for goods in retail or web stores;

Website with purchase history in users account.

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.03

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or

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MOBILE APPLICATION

Flexible reward terms – change your clients attitude

• Registration in loyalty program

• Filling in personal profile

• Bonus account and purchase history

• ID to show in store

• List of offers and campaigns

• Promo-codes, coupons that are activated via app

• QR scanner for HORECA segment

• List of partners participating in loyalty program

• Online help in Telegram chat

• Mobile Gift certificates

• Bind any bank card to your wallet

• P2P transfers to bank card or phone number

• Wallet with eMoney

• Pay for goods and services just in two clicks

• Pay by scanning QR-code on check or on package

• Fast application for consumer credit

• Online insurance

Classical loyalty functionality:

U-APP: - is included in monthly fee

Additional financial services


HOW DOES IT WORK?

Client receives card or downloads app

HOW DOES IT WORK FOR CLIENT?

Activates it and gets welcome-bonus:

• Fills in paper form; • Fills form on a website;• Fills form in self-service terminal IBox;• Registers in mobile app.

Instantly receives bonus. Can use bonuses to pay for goods. Receives personalized offers.

Gets bonus from purchase while his card still inactive

Scans code


• Participant’s E-wallet or bonus account;

• Transaction history, filters;

• Rewards from purchases in retail or online;

• Reward history;

• Expenses chart;

• Personal notifications;

• Coupons or codes activation.

CUSTOMER’S PERSONAL ACCOUNT

REGISTRATION, ACTIVATION AND PURCHASE PLANING

OMNI CHANNEL

Clients may register on website to participate in program


Register via:

REGISTRATION VIA SOCIAL NETWORK

SIMPLE REGISTRATION ON WEBSITE OR MOBILE APP – QUICK DATA COLLECT

Collect personal data from social networks:

NameGenderBirthdayMarital statusEmail

Segment clients in U-CRM by registration channel:

Paper form

Website

Mobile app. iOS or Android

Social networks:•FB•Google•VK

Monitor your brand, reply to customers from social networks:

Manage your Twitter from CRM. Know who talks about your company, goods or industry. Use keywords for social intelligence.


PROMO-CODES MODULE

PROMO-CODES MODULE

Create offers with promo-codes;

Set up automatic delivery triggered by customer action:-Additional fixed bonus for purchase;-x2 or х3 bonus multiplication on next purchase;-Bonus for review;

Create rewards from manufacturer. Client unpacks product, scans code inside and gets reward for this good..

Print out on check Or generate in mobile app


ADDITIONAL SERVICES

LOYALTY BUTTON IN SELF-SERVICE TERMINAL

Terminal functionality:

• Registration in loyalty program;

• Signing up and browsing purchase history

• Using bonuses to top up your mobile account, pay for utilities and other services;

• P2P bonus transfers;

• Browsing offers and campaigns!Ready to use,just turn it on


CLOUD U-CRM – KNOW YOUR CUSTOMERS

TOOLS TO MANAGE YOUR PROGRAMCLOUD SYSTEM

Partner chain in retail or services- Make account for every partner in CRM: manage profile of each point of sale, history, purchase history, loyalty program settings: reward amount, rules of rewarding, client statuses;

Customers, participants- Collect and process customer data, create groups based on personal info, demographic, transactional or service attributes;

Marketing tool- create marketing campaigns, temporary offers in POS software, mobile app, website, use mailing tools to notify

your clients. Flexible settings – additional reward for action: purchase, time of purchase, purchase of certain product, activity in mobile app or on website;

Mailing tool- e-mail, SMS or PUSH notification in participant’s personal account;

Analytics- analyze all transactions, purchases with or without check, bonus rewards, personal or demographic

customer data, RFM-analysis, cluster and ABC analysis;

Settings and management- API settings, email template management, operations logs.

Integration with third party services: app download metrics.

Solution for any business type


PARTNERS |POINTS OF SALE

MANAGING LOYALTY PROGRAM PROFILE

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• Create loyalty program profile;

• Create points of sale and partners;

• Create unique merchants’ bonus accounts;

• Browsing issued bonuses

• Browsing reports of campaigns and rewards;

• settings: partner’s info, partner’s points of sale,points’ of sale contacts, API settings

Permanent rewards setting


• Fixed percent;

• Different statuses: standard, silver, gold;

• Reward for check amount;

• Reward for number of positions in check;

• Reward for certain positions in check;

• Increasing bonus for purchase activity;

• Anti-fraud rules.

PARTNERS |POINTS OF SALE

PERMANENT REWARD SETTINGS

Manage your points of sale in real time.Actual info of your reward wallet.Manage amount of reward for every point of sale.Individual API.

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CONDITIONS MAY DIFFER


• Segment your customer base;

• Export in various formats;

• Explore individual profiles;

• Make groups by common features.

PARTICIPANTS

PARTICIPANTS | PERSONAL DATA

Segment your clients by groups. Chose parameters to make personalized offers.


MANAGING DATA

PERSONAL DATA:-geography;-age;-gender;-Marital status;-kids;-auto

• Reports on every group;

• Analysis by criteria.

TRANSACTIONAL DATA:-By period;-On weekends;-On weekdays;-Purchases in current month;-No purchases in current month.

SEGMENT BY MOBILE PLATFORM-iOS;-Android;-other

PARTICIPANTS | GROUPS TERMS MAY DIFFER

SEGMENT BY EVENTS-birthdays in current month;-birthdays in current week;-birthdays next week;


• Pick type of cards;

• Generate cards;

• Cards anti-fraud statistics.

PARTICIPANTS

PARTICIPANTS | MANAGING CARDS

Tool to work with participants’ cards.Current info about cards and bonus amounts.


• Detailed info about every check;

• Complete history of purchases;

• RFM mark of customer;

• Personal data;

• Turns to customer support;

• Social accounts.

PARTICIPANTS

PARTICIPANT’S PROFILE

Participant's account contains detailed picture of you customer. Personal data, transactions history, amount of bonuses, RFM activity.


• Manage marketing campaigns, you can run several parallel campaigns;

• Apply different rules to different customer groups in one campaign;

• Campaigns where you need them: POS software, mobile app, website;

• Reward settings for customer activity on website;

• Keep customers informed using mailing tools;

• Additional rewards for actions: purchases of certain goods and on certain amount, activity in mobile app and on a website.

MARKETING

MARKETING CAMPAIGNS

Campaigns may be used for informing customers on website, emails or SMS/PUSH, or for rewarding depending on their purchase activity.

offer offer offer

offer offer offer

offer


MARKETING

ONE TIME OFFERS

offer offer offer

offer offer offer

offer

• Pick a group of customers

• Fill in information for publication: • website;• Mobile app;• newspaper;• banners.

• Create marketing action and reward for them:• voting;• subscription;• review.

• Create customer reward:• Number of positions in check;• Check amount;• Certain positions in check;

Create one time offers with time limit for all customers or selected groups.Launch personalized bonus rewards.


MARKETING

ONE TIME PRODUCT OFFER

• Configure bonus reward for specific products or categories;

• Use configurations in one time offers;

• Limit offer by days or hours (hot hours)

• Reward terms:• Product value is greater then X;• Number of products in check is greater then X;• On every X position;



MARKETING

OFFERS REPORT


• Statistics and offer metrics;

• Filters: by day, point of sale and other;

• Use parameters: coverage, purchases, bonus issues;

• Growing result, comparison in graph;

• Reports export to excel.


MARKETING

EVENTS CALENDAR

Calendar allows to visualize all events and effectively plan your campaigns.

• Visualization of all events and offers;

• Filter by period;

• Filter by name of event;


• Send notifications on partner’s demand;

• Targeted e-mail notifications;

• Automatic mailing (birthday, New Year)

• Notifications to certain groups;

• Managing mailing templates;

• Providing reports;

MARKETING

MARKETING: EMAIL CAMPAINS

offer

Create notification to certain customer groups, attach special offers, decide when to send. Get reports about notifications delivery.


• Event binding;

• Work with customer groups;

• Send depending on personal data;

• Send depending on purchase activity.

MARKETING

MARKETING: SMS / PUSH notifications

Notify your clients with SMS / PUSH about new offers, goods and campaigns.


• Track sales volume (hours, days, weeks, months);

• Track bonus issue;

• Customers demographic data- gender, age, geography;

• Number of participants, involvement;

• Full reports.

ANALYTICS

REPORTS

REPORT EXPORT


• RFM metrics: • Recency, • Frequency,• Monetary;

• Group clients by RFM metrics;• Novices• Perspective clients• Unperceptive clients• …

• Save groups.

ANALYTICS

RFM ANALYSIS

RFM analysis – strong marketing tool, allows to have a clear picture of all customers and use it to create specific offers and campaigns.

REPORT EXPORT


• Analyze sales;

• View groups;

• Work with groups;

• Make reports.

ANALYTICS

CLASTER ANALYSIS

Transaction data and participants personal info. Real time transaction analysis. Creating customer groups for specific offers and campaigns.

REPORT EXPORT


• Analyze and compare products demand;

• Form groups of products for analysis;

• Filter products;• Quantity From - To• Number of checks From • Average number of checks per person From - To• Average check sum• Pick the period to analyze

PRODUCT ANALYSIS

PRODUCT ANALYSIS

Product analysis allows to have a clear picture of demand on certain product in a certain store in a certain time. It allows to compare goods’ demand.

REPORT EXPORT


• Classify products by Pareto law20 % of goods make 80 % profit;

• Pick your own percentage;

• Pick period to analyze;

• Filter by trade points;

• options:• Sales volume of specific good;• % from total volume of sales;• category (А, В, С)

ABC ANALYSIS

ABC analysis

ABC analysis allows to monitor which products are in bigger demand, to effectively manage your sails, product residues and supplies.

EXPORT REPORTS


REPORTS

DIFERENT REPORT TYPES

Create behavior groups and have reports on them Segment groups by personal info

REPORT EXPORT


Contacts

Wallet Factorywww.walletfactory.prowww.wreward.prowww.m-reward.com

e-mail: [email protected]

Addresses:ü Poland, Office 27, 2A Rydygiera St., Wroclaw, 53-029ü Ukraine, 4 Andrey Sheptytsky St, 10th floor, Kyivü United Kingdom, Office 11, 43 Bedford street, London, England, WC2E 9HAü China, Wuxing Road, No. 277, Suite 1513, Shanghai 200030

Phones:PL +48-73500-7500UA +38-067-621-57-13UK +44-2081-444-801USA +1-415-830-3669CN +86-183-2120-3019