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SAP CRM 7.0
re ictu p or a slide f ple itle sam the t in
SAP CRM 7.0 Marketing Loyalty Processing Engine
Agenda
1. 2. 3. 4. 5. 6.
Loyalty Management Overview Loyalty Program Management Loyalty Reward Rule Management Loyalty Membership Handling Loyalty Engine Loyalty Integration
SAP 2007 / Page 2
Objectives
At the end of this unit, you will be able to:
Understand the components of the loyalty processing engine Understand the batch reports in the loyalty processing engine
SAP 2007 / Page 3
Topics
5.1. Processing Engine5.1.1. 5.1.2. 5.1.3. 5.1.4. 5.1.5. Deployment Member Activity Processing Expired Tier Processing Expired Points Processing Simulation
SAP 2007 / Page 4
Deployment
Loyalty Component
Presentation
Loyalty in CRM Web Client
Loyalty in CRM IC
Application
CRMLOY BBPCRM CRMUIF NW
SAP 2007 / Page 5
Database
DeploymentConfiguration
The BBPCRM and CRMLOY components need to be setup by maintaining the proper values in customizing in the following two activities SPRO > CRM > Marketing > Loyalty Management in BBPCRM > Basic Settings > Define Basic SettingsTwo Box INSTALL_TYPE = 2, LOYALTY_SYSTEM = value of CRMLOY system One Box - INSTALL_TYPE = 1, LOYALTY_SYSTEM = empty
SPRO > Loyalty Management in CRMLOY > Basic Settings > Define Basic SettingsTwo Box CRM_SYSTEM = value of the CRM System One Box CRM_SYSTEM = empty
SAP 2007 / Page 6
Deployment
Cache Refresh
The Loyalty Component caches the rule definitions and other frequently accessed loyalty objects, to ensure fast accessThe report RLOY_ENGINE_CACHE_REFRESH refreshes the engine cache
SAP 2007 / Page 7
Member Activity ProcessingModes
Member Activities can be processed in the following ways:Batch processing in background job (report RLOY_ENGINE_SCHEDULE) Can be scheduled to run at required frequency Member Activity Overview Page Single activity processing Member Activity Search Page Multiple activity processing Can be processed immediately, or can be scheduled for a later time
SAP 2007 / Page 8
Member Activity ProcessingProcess FlowMember ActivityStart: Process Member Activity
Start: For Each Reward Rule Loyalty Program
Reward Rule
Get Program
Campaign? YES
NO
Start: For Each Rule Group
Rule Group
Loyalty Campaign NO
Enrollment Required? Check Applicability YES NO Applicable? YES
NO
Enrolled?
YES End: For Each Reward Rule Execute Rule
End: For Each Rule Group Earn Points Redeem Points Return POints Tier Transition Reset Attribute Update Attribute
Resolve Conflicts
Execute Actions
Membership
End: Process Member Activity
Customer Implemented Actions
Processed at 08/28/2008 19:01:27 Member Activity (Generic).Type = 'FLIGHT' Member Activity (Generic).Program Guid = 'CW35WFP' Member Activity (Specific).Fare Basis Multiplier = '1.50' Member Activity (Specific).Base Miles = '970.00' Member Activity (Specific).Airline = 'WA' Basic Tier.Basic Tier Level = 'REGULAR' Member Activity (Specific).Flight Category = 'CNUS' Member Activity (Specific).Fare Basis = 'F' Member Activity (Specific).Ticketing date = '20080802' Membership (Dynamic).COUNTER009 = '1.00000000000000' Membership (Dynamic).COUNTER008 = '0' Reward rule group: Flight Miles; Version: 001 Applicable: Yes Reward rule: Base Miles; Version: 001 Condition met: Row #1 Action: Earn Points Earned points 1,455.00,Qualifying,Miles expiring on 12/31/2009 Condition met: Row #1 Action: Update Attribute 1 Attribute Counter has been updated from 1.250 to 2.750 Reward rule: Tier Bonus; Version: 001 No condition met or BRF rule not executed Combinability: All Reward rule group: Flight Offers; Version: 001 Applicable: Yes Reward rule: Bonus Miles; Version: 001 Condition met: Row #6 Action: Earn Points Earned points 485.00,Redeemable,Miles expiring on 12/31/2009 Condition met: Row #6 Action: Update Attribute 1 Attribute R-00000230_COUNTER005 has been updated from 1.000 to 2.000 Reward rule: Frequency Miles; Version: 001 Condition met: Row #7 Action: Update Attribute 1 Attribute R-00000234_COUNTER007 has been updated from 1.000 to 2.000 Reward rule: Frequency Timed; Version: 001 No condition met or BRF rule not executed Combinability: Maximum Points Bonus Miles Frequency Miles Processing completed
SAP 2007 / Page 9
Expired Tier Processing
A report can be scheduled to trigger the evaluation of the next tier level for expired tiers.Expired tiers are identified A member activity of type Evaluate Tier is created for each expired tier Status of the member activity is set to Ready for Batch Processing The next time the processing engine batch job runs, these member activities are evaluated against the tier rules in the loyalty program The member tier can be upgraded, downgraded, or retained depending on the rules
SAP 2007 / Page 10
Expired Point Processing
For loyalty programs where points expire, there are two reports which can be scheduled to run and expire the unused points on a regular basisInactivity Based Expiration This report expires the unused points for all memberships which have been inactive for longer than the specified period of inactivity Date Based Expiration This report expires the unused points in all point accounts where the expiration date on the point transactions has passed
SAP 2007 / Page 11
Simulation
Simulation enables the program managers to simulate rules in a test system and import them into production after they have been simulated and verified. To use simulation, the following steps need to be followed:Configure the production and test systems Test the rule on the test system Import the rule in the production system
SAP 2007 / Page 12
SimulationConfigure
The production system and test system need to be configured by maintaining the proper values in customizing in SPRO > CRM > Marketing > Loyalty Management in BBPCRM > Basic Settings > Define Basic SettingsIn production system SIMU_ACTIVE should be 0 SIMU_SYSTEM should point to the test system In test system SIMU_ACTIVE should be 1 SIMU_SYSTEM should be empty
The Loyalty Program, Reward Rule Group, and Reward Rule should have the same IDs on both the production and test systems.
SAP 2007 / Page 13
SimulationTest
In this step, the version in the reward rule group or reward rule is maintained and simulated in the test system.Select the reward rule group or reward rule Maintain the version Enable the version for simulation by checking the Simulate flag Refresh the processing engine cache Create member activities to be used for testing Member Activities can be created with a future date when simulating Simulate the member activities using Simulate button on the Member Activity Search Page or the Member Activity Overview Page Verify the results of the activity processing If results are incorrect, fix any errors in the rule version Repeat the process until all errors are fixed and new version is fully validated
SAP 2007 / Page 14
SimulationImport
In this step, the version which is verified in the test system is imported in the production system Production SystemSelect the reward rule group or reward rule Hit the Import button The Import will be not be successful and error will be shown if: A version in Editing status exists in the production system A version with Editing status and Simulate flag does not exist in test system Release the newly created version (start date will have to be set) Refresh the processing engine cache
Test SystemRelease the version which was just simulated, so that the versions are in sync between both systems.
SAP 2007 / Page 15
Lesson Summary
This unit covered the loyalty processing engine, giving a complete overview of the processing capabilities of Loyalty Management in SAP CRM.
SAP 2007 / Page 16