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
integration
Web 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 software
ACCOUNTING 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.
.02
.03
.04
.05
or
.06

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:
Name
Gender
Birthday
Marital status
Email
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 PROGRAM
CLOUD 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
logo
• 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.
logo
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 law
20 % 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 Factory
www.walletfactory.pro
www.wreward.pro
www.m-reward.com
e-mail: welcome@mreward.pro
Addresses:
ü Poland, Office 27, 2A Rydygiera St., Wroclaw, 53-029
ü Ukraine, 4 Andrey Sheptytsky St, 10th floor, Kyiv
ü United Kingdom, Office 11, 43 Bedford street, London, England, WC2E 9HA
ü China, Wuxing Road, No. 277, Suite 1513, Shanghai 200030
Phones:
PL +48-73500-7500
UA +38-067-621-57-13
UK +44-2081-444-801
USA +1-415-830-3669
CN +86-183-2120-3019

LOYALTY PROGRAM FOR RETAIL CHAIN: from discounts to bonuses

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