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Loyalty Management System
Loyalty Platform
Simplicity Loyalty is a powerful and configurable b2b loyalty and consumer loyalty platform that runs a diverse range loyalty and rewards programs for a range of customers from QSR Loyalty, Automotive Loyalty, Health Loyalty and a host of Retail Loyalty programmes both large and small customers.
To meet the demands of such a diverse range of programs, Simplicity is designed as a platform as a service (PAAS). Extensible modules provide intuitive access to the platform for marketers, program administrators, customer service teams and partners. Web services and Loyalty APIs provide a data integration layer to simply seamlessly interact with POS systems, web sites, apps and other integrated systems.
Overview Summary
- Business to Business (B2B) or Business to Consumer (B2C) programmes
- Fully customisable Loyalty APP
- Supports any number of partner organisations
- Points sharing and pooling for friends and family
- Provides for co branded cards
- Unlimited programs and program tiers
- Automated or manual program and tier allocation and reallocation
- Multiple currencies including points and cash as rewards
- Gift top up on rewards card
- Integrated world class campaign management providing ad hoc, automated and triggered email, sms, mms, social, WeChat
- Offers and Vouchers integrated into all communications and campaigns by simply dragging the offer or voucher into the communication
- Redemption mall for reward redemption or simply as a member online shop enabiling integration to any number of fulfilment partners
- Contact Centre and Case Management
- Financial and non financial points as rewards
- Different rewards based on Member, Partner, Program, Tier and product
- Web portals for Administration, Partners, POS users and Members
- Member portal provided with a free Content management system for client or agency setup and maintenance of member site
- Full platform as a service web service provided for clients to integrate in real time
- Transactions received and processed real time (via web services) or batch via secure file uploads
- Integrated data and address hygiene from RightAddress.
Earning and redeeming points
With Simplicity Loyalty you can award points to your loyalty members, or design your own unique loyalty currency. You can award points based on transaction value and set minimum spend thresholds before points are awarded. Or you can set different reward rates for certain products, product categories or entire departments. You can define bonus rules that set a different reward rate for promotions and marketing campaigns – with complex eligibility rules.
Similarly rewards are flexible and configurable. You can use vouchers, credits or discounts – or define unique rewards such as gifts or merchandise that your customers may value more highly.
Points or Dollars Earning
- Earn X points per Y spend variable by program and tier
- Bonus points on activity such as Welcome
- Set points earning based on member, program, tier, partner and offer
- Can be on Payment received or sale or both
- Items can be excluded such as specials, service classes, discounted products or entire departments
- Target spend Bonus points can be awarded based on spend over time based on multiple rules configured for any program or member providing many options for both lump sum bonus and points multiplier options
- Points can be charged to the Program or Partners or Outlets of Partners
Rewards
- Online Redemption store in Member Portal enabling member to redeem with Points or program currency or credit card or combination of all
- Redemption offers based on program and tier
- Cashback option on achieving targets
- Vouchers based on business rules
- Gifts based on business rules
- Merchandise
- Free or discount services by program and tier
- Exclusive benefits by program and tier
- Status levels and tiers
Recording transactions
- Scan loyalty card using existing POS system
- Scan card on a separate tablet
- Scan virtual card from smartphone API
- Integrate with payment processor so no card is required
Card or cardless programs
Virtual cards
Virtual cards encode the member ID into a smartphone app. During a transaction your customers then present the app to the POS operator for scanning, or scan it themselves using a self-service scanner or kiosk.
Simplicity can integrate with your existing app or supply a generic Simplicity Loyalty App customisd for your program (optional cost). The Simplicity Loyalty App provides a convenient way for consumers to register for the program, maintain their details, review recent transactions and redeem. Virtual cards can be emailed to your member or simply reside in the app.
Cardless loyalty programs
With cardless loyalty programs we need an alternative identifier such email address, mobile phone number or payment card number. Your customer registers this ID when they enrol in the program, and supply it when completing a transaction.
Card based programs
Simplicity works equally well with traditional card based programs. Store Cards pre printed with number barcode or QR code You can generate card numbers on the fly for card printing, and send them by post or offer them to customers at POS to maximise registrations.
Customer support
Member portal, kiosks and mobile apps
- Simplicity Loyalty web Member Portal enables your customers to manage their membership details online, in-app or on-premise using a kiosk. All interfaces enable consumers to:
- Enrol in the loyalty program
- Activate existing store card
- Register cards
- Maintain member profile including phone numbers, email addresses, contact details and marketing opt-ins
- Create and manage Friends and Family shared points pool and invite people to join
- Review recent transactions
- Check points balance and tier status
- View vouchers
- Browse redemption portal of available rewards and offers
- Request replacement card
- Submit customer service enquiries
- Access terms and conditions, frequently asked questions
- Change password one way encrypted bank level security
You can add your own branding to the standard templates in Simplicity Loyalty, or integrate an existing site using iframes or an intuitive Web Services API.
Contact centre and customer service desk
Simplicity Loyalty also provides Contact Centre screens to help resolve calls and queries efficiently. Customer Service staff can quickly access all necessary details regarding recent transactions or any other interaction with your business such as a marketing email received, an online enquiry submitted or a competition entry lodged.
Every call or enquiry creates a case, which is tracked through to closure with all related Actions stored against that original case. Cases can be escalated and transferred as appropriate, with a case management dashboard summarizing the status of all open cases and statistics for average age and average time to resolution.
Direct Marketing
Simplicity Loyalty provides native access to all loyalty data including transactions, preferences, demographic information, survey responses, help desk queries and much more.
More than just access to data, Simplicity makes data actionable. Use intuitive campaign management tools to create targeted, compelling marketing communications across email, SMS, social, Direct Mail and many other marketing channels.
Contact lists
- Your contacts are automatically available for campaigns – no data exports or integrations required
Standard Email and communications set up within the program
- Member welcome
- Admin welcome
- Partner Admin / POS portal welcome
- POS portal welcome
- Order confirmation
- New voucher issued
- Virtual card resend
- Invite friends and family to join shared points pool
- A new voucher has been issued after a voucher has expired
- Member reset password
- Member reset password confirmation
- Admin reset password
- Admin reset password confirmation
- Partner / POS reset password
- Partner / POS reset password confirmation
Advanced marketing
- Targeting and segmentation
- Local area marketing for Outlets and Stores
- Dynamic content including offers and vouchers
- Personalisation
- A/B testing
- Device preview
- Social media integration
- Campaign reporting
- SPAM management
- Campaign Automation
- System operations and security such as signup, forgotten password and password reset
Campaign Portal
- Enable distributed teams to send and tailor email marketing for local audiences
- Pre-approved customer segments
- Restricted templates that control branding and standard uneditable regions
Survey
- Rich quality surveys created by users
- can be added to signup process with incentive rewards for completion
- campaigns can be created to recipients and segmented based on answers
Program Financial Management
- Manage points pool
- Charging and payments of Partners for issuing and redeeming rewards and to partners for redemption of value based vouchers
- Tracking of all voucher usage for subsequent billing and reporting
- Bank files created for major banks and provided securely to your accounts team to process
Segmentation
- All transactions available for segmentation of members
- All transactions segmented enabling analytics of member versus non member activity
- Generic Recency Frequency Monetary models and custom models supported
- Behavioral activities from integrated campaign management available for segmentation modelling
- Integrated survey tool provides survey results segmentation
Data insights
- Franchisee and partner settlements for rewards provided less rewards redeemed based on rewards cost rules
- All Analytical data available for review using third party tool that can be sanctioned for use on Analytics database. This is provided as part of the Corporate Pack and can be integrated with most tools including:Excel, Tableau, QlikView, SAS, MicroStrategy, Cognos
- Identify your top customers and top customer segments
- Identify which products your highest value customer buy and which they never buy
- Target customer segments or your entire database with trackable coupons to generate sales and foot traffic
Coupons and Vouchers
- Automatically generate vouchers at pre-determined points thresholds.
- Create an offer for redemption where each redeeming member is provided access to a single code. This code can be automatically generated by Simplicity or entered when the offer is setup. When the offer is purchased, the code is then available to the member on the web or on their App.
- Create an offer where on redemption, a new voucher is created for a set period of time and made available to the member on the web or on their App.
- Create an offer where on redemption, a new voucher is allocated to the member from an uploaded set of voucher codes. This list can be supplied by a third party from their platform if they are not able to integrate with the Simplicity POS services in real time, so the codes can be loaded in their POS already.
- Create an offer where on redemption Simplicity contacts a third-party web service and requests a voucher from the offer code. This is used when integrating with a voucher supply partner. Once the third-party provides back the voucher details, the voucher is created and made available to the member on the web and in their App.
- All “Shopping cart vouchers” (vouchers purchasable via the redemption mall) can be setup such that a member must enter their password or authenticate in some way to reveal the voucher code. When they do, the voucher is set to “Used”. This functionality can be used for when your redemption partner is not able to integrate with the Simplicity web services to use vouchers in real time.
Partner referral
- Partners offers in the Redemption mall and personalised voucher downloaded to the member. Track this offer against the member as proof to the Partner of a referral and also pass to the partner the members Token, which is the same as the voucher number provided to the member, so that the Partner can track this lead. Also enable the partner to update the lead by way of web services to enable you to track sales opportunities and conversions for commission management.
A superior user experience
Most retail loyalty programs require action from staff and customers at the POS. But no two programs are the same. Some require maximum throughput speed and minimum disruption to existing processes. Others can take the time to enrol new members at POS and investigate customer service queries. With multiple POS integration options, Simplicity Loyalty has a POS solution for every scenario.
Program Management
Admin and Partner Portals ernable you to fully manage all aspects of your program, plus all the financial settlements that are required with a Franchisor Loyalty - Franchisee Loyalty program. Or for Retail Loyalty programs where Partners are remunerated from sales made using points or cash from within the redemption mall.
- Track the performance of your marketing strategy all the way to the bottom line. That means actual sales generated from coupons, vouchers and email marketing campaigns.
- Identify your top customers and top customer segments.
- Identify which products your highest value customer buy and which they never buy
Full Transaction Sync
- Real-time transaction loading from POS to Loyalty
- Periodic transaction export and synchronisation
Performance at scale
- Designed for maximum speed and performance to achieve sub-second processing times for every transaction
- Optimised for fast real time performance at POS. For over 20 transactions per second and failover options additional services provided under additionally costed contract
- Resilient design to prevent outages and downtime
Web services API
- Create your own POS integrations using the fully featured web services API
POS integration
- Create your own POS integrations using the fully featured web services API
- Browser based POS for simple integration with no programming required
- Separate tablet based POS for superior customer experience
Scanners and receipts
- Use any barcode format to work with your existing scanners, including QR codes
- Personalize receipts with offers, messages, loyalty balances and more
Franchise support
Simplicity Loyalty provides numerous features and modules to support franchise networks and individual franchise owners. From stores level reports to localised marketing through to managing the financial implications of earning and burning points across multiple stores.
Financial
- Calculate points pool debits, credits and transfers due to redemption activity across the network
- Automatically credit expired points to the original store or head office
- Create end-of-period journal files for import into financial systems
Reports
Program reports
- Card/Account Issued Report
- Segment Report
- Segment Monthly Summary Report
- Home Store Report
- Voucher Summary to Date
- Valid Vouchers Report
- Used / Redeemed Voucher Report
- Expired Voucher Report
- Campaign Pre/Post Transaction Report
Campaign reports
- Recent Campaign Activity
- Campaign Analysis Campaign Compare
- Campaign Analysis by Segment
- Campaign Analysis Summary
- Campaign Analysis
- Online Form Campaign Analysis
- Email Campaign Analysis
- Email Campaign Analysis by Campaign Execution
Campaign reports
- Daily Sales Report
- Bonus Points Register
- Transactions in Suspense Report
- Transaction Audit Report
- BCI Summary Report
