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N e w Yo r k | M e x i c o | L o n d o n | S y d n e y | N e w D e l h i | P a n a m a | S i n g a p o r e
Business Challenges & Benefits
BUSINESS CHALLENGES & BENEFITS
iVend Loyalty
Agenda • Loyalty Management• iVend Loyalty Architecture• iVend loyalty- Feature Set• Why Loyalty• Business Challenges• Business Benefits• Roadmap Ahead• Licensing• CitiXsys Fast Facts• Global Footprint
Loyalty Management
One of the top 3 focus areas of Retailers today
iVend Loyalty – a complete end-to-end loyalty application
Seamless integration with SAP
SAP certified solution
More than just a loyalty application
Enterprise Loyalty Server
Typically spread across different geographical locations• Head Office• Store• Multiple clients at store
Card based licensing• Annual & Recurring for
cards• One time setup fee for
application
Loyalty Stores connected to HO over the Internet
Loyalty Enterprise connected to iVend Enterprise
n Num
ber of stores
• SAP Business One Server
• SAP Retail with/ without POSDM
• SAP ERP (ECC 6.0)
• iVend APIs for 3rd party integrations
• Loyalty APIs for 3rd party integrations
LANLAN
Store Operations
Store 1
Store 2
SAP Business One Server
LAN
iVend Store Manager Station
iVend POS Terminal
iVend POS Terminal
iVend POS Terminal
iVend Store Server
iVend Store Server
Internet
LAN
Head OfficeiVend Enterprise Server
Loyalty Store Server
Loyalty Store Server
Loyalty Store Server
Overview
Application Features
Global Settings Wizard• Conflict Resolution Setup
− The Conflict Resolution Hierarchy Setup allows the manager to combine Criteria Groups and Tender Types to create an hierarchy that is used by the Points Award engine to find loyalty plans in the defined order
− Conflict Resolution Methods are used to resolve conflicts when multiple plans are awarding points on one or more transaction line items.
• Plan Definition Basis Setup− Loyalty allows two types of plans to be created in
the system› On Every Transaction Plans – These are plans that
award points as soon as a transaction occurs at POS
› Cumulative Plans – These are plans that award points on historical transactions
Application Features
Loyalty Management Features• Loyalty Plan Management (contd.)
− Each loyalty plan can be configured to apply on selected stores and on Special days such as Customer Anniversaries, public holidays, festivals etc,
− The plan also provide options to exclude items on discounts, price overrides, promotions, layaways etc.
− Extensive combination of criteria such as Items, Item Groups, Customer Codes, Customer Groups, Slabs and Tenders Types can be configured to achieve even the most complex type of plans.
− The plans award rewards in a hybrid mode, i.e. while one line item can award points, the other can award currency thus providing complete flexibility to the user.
Application Features
Loyalty ReportsPredefined Reports• Loyalty ships with some predefined reports which are:
− Points Spread by Geography− Points Spread by Slab− Slab Transition Report by Date− Points Expired Report by Date− Points Redeemed / Points Allocated Comparison Report− Promotion Effectiveness Report by Store− Points Earned/Redeemed Report by Store− Points Journal by Customer
• While some are plain tabular reports, others allow drill down capabilities and generate charts for better analysis
Why Loyalty
To develop relationships with the customers by offering two benefits
Financial benefits that increase the customer’s satisfaction
Social benefits that increase the retailer’s social experience with the customer
Retailers Perspective – Why LoyaltyCustomer’s buying decision is 30% rational and 70% emotional according to behavioral economists.
It’s the emotional side of the decision-making process that creates – • Connected• Passionate• Engaged customers
80% of people don’t complain – they simply take their business elsewhere.
Business Challenges
• Not able to analyze and determine satisfaction, engagement & Loyalty
• Ascertain factors that drive customer Purchases
• No medium to increase awareness among clients
• Retention of customers (It costs 10x more to attract a new customer )
• Increase the spending of existing customers
• Shift spending to higher margin products
• Improve the natural churn rate of customers
• Identification of profitable customers
Solution- iVend Loyalty
iVend Loyalty supports creation of Membership group for allocation of corporate benefits with audit log functionality
Customizable exclusion rules to improvise non discounted items, item groups etc.
Excluding discounted products in a loyalty schemes with six exclusion rules including promotions, discount override, layaway etc.
Exclusive slab definition for various types of customers like Silver, Gold & Platinum
Engage with your customers, reward them on repeat footfalls
Business Benefits
Increasing sales – from the same customer at the same store
Customer loves the store
Customer needs another product
Customer returns to the store for more benefits
Increasing customer intent to return
improves financial result
Customer loves the benefit and eventually the product
Customer buys the product
Business Benefits- iVend loyalty
• Acknowledge the Customer – Instant Gratification
• Know the Choices, Preferences and Spending Patterns
• Follow Up with the Customer• Retain the customer – Ultimate benefit• More business with cross sell / up sell• Allow customers to earn points on each
purchase
• Interact with your customer more while they redeem their loyalty points at POS
• Engage while educating customers, ways to earn more points
• Listen the Most When you Least Want To - Feedback
• Follow up with new loyalty offers & schemes• Identify the regular customers and reward them
with additional discounts/benefits
Just a small percentage of customers account for a high percentage of profit. Loyal customers spend twice as much as irregular shoppers
• Improved customer communication• Ability to track and monitor shopping habits• Improved promotional activity with
focused & targeted campaigns
• Improvement in the supply chain efficiency • Customer loyalty is vertical independent • Ability to influence customer behavior
CitiXsys Fast Facts
Over 4000 SAP customers globally
Over 550 Vertical Solution customers in 17 countries
Each office having sales & delivery capabilities (Local CitiXsys Employees)
Hundreds of partners globally
Leader in Retail/ distribution segment within SAP community
Global FootprintUSA - New YorkRockefeller Center, 7th Floor,1230 Avenue of the Americas,New York NY 10020USAT: 1 212 745 1365F: 1 212 618 6309E: newyork [at] citixsys.com
Mexico - GuadalajaraInterContinental Plaza Del Sol,Avenida Moctezuma 3515, Esq.López Mateos Sur, Edificio AstralPlaza, Guadalajara,T: 1 55 8421 9659E: mexico [at] citixsys.com
Australia - SydneyTower 2, Level 20, 201 SussexStreet, Sydney NSW 2000AUSTRALIAT: 61 2 9006 1616F: 61 2 9006 1515E: sydney [at] citixsys.com
South East Asia- Singapore3 Temasek Avenue, CentennialTowers, Level 21,Singapore 039190T: 65 6549 7417F: 65 6549 7001E: singapore [at] citixsys.com
Canada - Toronto2425 Matheson Blvd. 8th Floor,Mississauga ON L4W 5K4CANADAT: 1 905 361 2886F: 1 905 361 6401E: toronto [at] citixsys.com
India - New DelhiLevel 2, Elegance, MathuraRoad, Jasola, New Delhi 110025INDIAM: 91 9560022735E: newdelhi [at] citixsys.com
Panama - Panama CityWorld Trade Center, 53rd Street,Marbella, 1st Floor, CommercialArea, Panama City, P.O. Box0832-0588T: 1 630 359 5956F: 1 630 303 9706E: panama [at] citixsys.com
USA - ChicagoThe Merc, West Loop, 22nd Floor 30South Wacker DriveChicago, IL 60606USAT: 1 630 359 5956F: 1 630 303 9706E: chicago [at] citixsys.com
UK - LondonLakeside House, 1 FurzegroundWay, Stockley Park, Uxbridge UB111BDUNITED KINGDOMT: 44 207 193 5607F: 44 207 681 1016E: london [at] citixsys.com
Australia - MelbourneLevel 27, 525 Collins Street, RialtoSouth Tower, Melbourne 3000AUSTRALIAT: 61 3 9935 2916F: 61 3 9935 2750E: melbourne [at] citixsys.com
USA - New Hampshire264 South River Road, Suite 544,Bedford NH 03110USAT: 1 347 768 8743F: 1 646 349 3441E: newhampshire [at] citixsys.com
India - New DelhiA-24/5, MCIEMathura RoadNew Delhi 110044IndiaT: 91 11 4269 6666F: 91 11 4269 6600E: newdelhi [at] citixsys.com
Australia - PerthLevel 29, Forrest Centre, 221 StGeorges Tce, Perth WA 6000AUSTRALIAT: 61 8 9288 0662F: 61 8 9481 3177E: perth [at] citixsys.com
N e w Yo r k | M e x i c o | L o n d o n | S y d n e y | N e w D e l h i | P a n a m a | S i n g a p o r e
For more information:[email protected]
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