Siebel Loyalty Overview

With business requirement and scenario of real project

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 Contents

• Siebel Loyalty Solution Overview

• Siebel Loyalty Main Entities

• Example Of Loyalty Business Requirements

• Example Of Loyalty Business Scenario

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 Siebel Loyalty Solution
Overview
Siebel Loyalty enables the automation of operational points-based
loyalty programs. It enables to improve the customer loyalty and rise
sales with cost –cutting.

Key Feature Of Siebel Loyalty Management:

•Complete Program Management
•Flexible Tier Management
•Powerful Promotions Management
•Comprehensive Member Tracking
•Complete Transaction History
•Member Portal
•Partner Portal

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 Siebel Loyalty Solution
Overview
Measure
Promotion’s
Siebel Loyalty Result and
Process Effectiveness
Member’s Manage Flexible
Transactions and Siebel Program
Rewords Analytics
Siebel Loyalty

Respond Track
Customers Loyalty Marketing Comprehensive
Question about Lifecycle Member Profiles
Promotion
Siebel Call Center
Siebel Loyalty
Member portal
Create and Identify
Siebel Loyalty
Execute Members for
Marketing Targeted
Campaign Create Loyalty Promotion
Siebel Marketing Promotion
Siebel Analytics
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 Siebel Loyalty Solution
Overview
Business users Members Partners

Loyalty Manager Loyalty Customer Portal Loyalty Partner Portal

• View complete member • Join program • Enroll members
profile • Keep profile up to date • Send transactions to the
• Define tiers host organization
• Conduct web transactions
• Enroll members • Approve joint loyalty
• Enroll in loyalty promotions
promotions
• Reward behavior • Redeem rewards
• Manage service requests
• Create targeted promotions • Refer friends
• Approve transactions
• Define accrual and • View statements
redemption rules • Manage products
• Create Service Requests
• Service a member’s request • Collaborate on servicing the
• Set contact preferences customer

Loyalty Engine
Rules Rewards Tiers Member Profiles Eligibility Promotions Transactions Point Expiration

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Enterprise Analytics and Data Integration Platform 5
 Siebel Loyalty
Main Entities
• Siebel Loyalty Program

• Siebel Loyalty Promotion

• Transaction

• Member

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 Siebel Loyalty
Main Entities
Siebel Loyalty Program

• A program is the highest level entity in Siebel Loyalty. It gives

members points for purchase or for other behavior;

• Companies should maintain at least one program to implement

theirs loyalty plan;

• The Tier and Point relevant attribution should be defined at

Program level.

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 Siebel Loyalty
Main Entities

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 Siebel Loyalty
Main Entities
Siebel Loyalty Promotion

• Promotions specify who gets the reward and how much for a
specified action;

• A Promotion defines the action rules of the transaction, and a

promotion only belongs to one program;

• Siebel Loyalty allows business users to quickly create & deploy

complex and targeted promotions, without assistance of IT
department.

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 Siebel Loyalty
Main Entities
Siebel Loyalty Promotion

Promotion

Rule 1 Rule 2

Criteria 1 Action 1

Criteria 2 Action 2

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 Siebel Loyalty
Main Entities

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 Siebel Loyalty
Main Entities

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 Siebel Loyalty
Main Entities

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 Siebel Loyalty
Main Entities
Siebel Loyalty Transaction

• Every points earn or burn requires first the creation of a

transaction in Siebel;

• Each transaction carries processing info which promotion got

applied, which did not and why;

• Transaction can related to Line Item and Transaction will

processed by Loyalty Engine.

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 Siebel Loyalty
Main Entities

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 Siebel Loyalty
Main Entities

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 Siebel Loyalty
Main Entities
Siebel Loyalty Engine
Accrual Points

Transaction
Transactions Processor

Accrual Points

Accrual
Accrual Point Loyalty Promotion
Expiration
Items Rules
Processor

Tiers Tier Processor

17

Tier Upgrade/Downgrade

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 Siebel Loyalty
Main Entities
Siebel Loyalty Member

•Member is the customer, it can be a individual, a household or a

company (Account). It contains all the detail information of
customers.

•Member has Tier attribution to define the level of consumption and

service. And member can upgrade or downgrade between each
Tiers according promotion rules within a specified Tier Class.

•Member also be used to track the status and history of SR, order
or transactions.

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 Siebel Loyalty
Main Entities

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 Siebel Loyalty
Main Entities

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 Example Of Loyalty
Business Requirements
We have an sample Loyalty project, It plans to associate
with multiple companies or partners to enable
customers consume all the products use one type of
point in order to enhance customer’s loyalty in whole
alliance range!

In other words, customers earn points from a service

provider, and they can burn the points for redeem a
product offered by another provider.

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 Example Of Loyalty
Business Requirements
Point Alliance Map
Partner Partner Partner

Internal Loyalty Plan

…...
Platinum
Alliance Point Master
CRM Alliance Customers
Gold - Accrual
Plan Owener
Basic - Redeem
Point Based Tiers

Point Alliance

Provider Provider Provider

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 Example Of Loyalty
Business Requirements
The currency of Siebel loyalty can be both of the point
and money. But in some project, the only currency of
loyalty orders and service requests is the point.

Customers can call the CSR or logon to the Member

Portal for redeem product or service offered by various
provides.

CSR: Customer Service Rep. Customer use telephone contact CSR and
CSR will respond customer’s request.

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 Example Of Loyalty
Business Scenario
Only one loyalty program need to be configured in most
conditions.

A general Program usually has three loyalty promotions:

• Admin-Accruals
Trigger an action for earn points.
• Admin-Redemption
Trigger an action for burn points.
• Admin-Cancellation
Trigger an action for roll back point changes.

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 Example Of Loyalty
Business Scenario
Customer login to the Member Portal or call CSR to
enroll the loyalty program;

Customer and CSR use order to redeem product and

service within loyalty program;

Order and products are associated with loyalty program

and promotion, bounded attributes including action type,
point type and point amount instead of price.

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 Example Of Loyalty
Business Scenario
The Business Scenario of the sample project:

• Accrual
Partners import theirs transaction data use EIM and the loyalty
engine will run all the imported data very day;

Point manager logon to web client and submits an order or create

accrual transaction for earn points.

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 Example Of Loyalty
Business Scenario
• Redemption

Customer logon to the member portal select product and submit

an order to create redemption transaction for burn points;

CSR logon to web client select a customer and submits an order

to create redemption transaction for burn points.

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 Example Of Loyalty
Business Scenario
• Cancellation

Customer logon to the member portal cancel the order before the
order’s status turn into processing.

Use the service request to log the cancel event and create
cancellation transaction for cancel the order or point changes.

The order or line items will not be deleted, It just changes the
status of the order or line items

This is a pure customized function.

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 Example Of Loyalty
Business Scenario
• Manual Adjustment

Manual Adjustment is an exception of loyalty program, OOB

function has no solution to support this case. So it needs a
service request to log the adjustment event, and a power user
use the transaction to change the point amount.
Customer submit the service request and point manager will
creates transaction manually for adjust a customer’s point amount
according to practical case.

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 Example Of Loyalty
Business Scenario
Tier Classes
Basic Point
Blocks Admin – Admin –
Admin – Accrual
Gold Redemption Cancellation

Platinum Loyalty Promotions

Siebel Loyalty
Program

Order Header

Order Item 1 Transaction 1

Member
Workflow
Order Item 2 Transaction 2 /Loyalty Engine Done

Member Portal
Order Item 3 Transaction 3

Partner

Products
Partner Portal
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