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Siebel Loyalty Administration Guide > Working with Siebel Loyalty Program Members > About Working with Loyalty Members Using the Siebel Application Interface > Viewing Loyalty Member DetailsYou can use Siebel Loyalty to view member details such as point balances, transaction histories, member activities, and promotion attributes. In the More Info view, you can also select a number from 1 to 5, to indicate the member's value as a customer in the Lifetime Value Score field. Viewing Loyalty Members' Point BalancesA member service representative can view members' point balances:
To view a member's point balance
NOTE: You can also click on the Point Balance view tab to see a list of all the point types defined for the program and the points earned by the member for each of these point types. Viewing Loyalty Members' Point ItemsThe member service representative can use the Point Items list to view all of the transactions where a member has accrued points, with the quantity and expiration date of the points earned in each transaction. A transaction debits or credits a member with points. Multiple promotions can give a member points as the result of a single transaction. When a member earns points from a transaction, a point item is created for each promotion's action that gives a member points. Thus, a single accrual transaction often results in multiple point items being created. Expiration dates are calculated at the point item level based upon the rules described previously. All of the points within a point item are of the same point type and have the same expiration date. When a redemption transaction is processed, its use of points is mapped back to point items. It uses the points from the point items that are closest to expiring. Since redemptions usually require more points than were earned from a single transaction or point item, most transactions use the points from multiple point items. All of the points associated with a single point item do not have to be used at once. For example, if a redemption requires 500 points and the point item closest to expiring has 1,000 points, then 500 of those points are used for the redemption. The remaining 500 points either are used by a later redemption or expire. The point items that are used for a redemption transaction can be seen in the Loyalty Member, Transactions, Redemption Items list. To view a member's point items
Viewing Loyalty Members' Transaction HistoriesEmployees, members, and partners need to be able to see the points that were credited or debited to a member based upon members' transactions. For example, you might have to look at the transaction history to resolve members' questions about their point balance. Use the Transactions view of the Members screen to look at the history of all the transactions that affect a given member's point balance. For more information about the Transactions view, see Entering Loyalty Members' Orders. Viewing Loyalty Members' ActivitiesYou can configure the product with Siebel Tools to get a more complete understanding of the members activities by creating an Activity record whenever there are significant actions that affect a member's loyalty account, such as:
Member service representatives can also create activities for members manually. Thus, the member's activities list gives you an overview of what that member has done.
Viewing Loyalty Members' AttributesAttributes are used in the rules that calculate promotions. They can also be used to track many member behaviors, such as:
In the Member Attributes view, the user can see all attributes that are being tracked for a given member and see the member's progress against these attributes. For more information about defining attributes, see Creating Attributes for Loyalty Programs.
Viewing Loyalty Members' Promotion AttributesPromotion attributes are used in the rules for a single promotion (as opposed to member attributes, which apply to a member across all promotions). For more information about promotion attributes, see Creating Attributes for Loyalty Programs. In order to answer members' questions, member service representatives can view the promotion attributes for all the opt-in promotions that a member is participating in. For example, suppose you create a promotion in which a member who purchases three SFO-IAD flights in a six-month period receives a reward of 1,000 bonus points. You set up a promotion attribute to track the number of times a specific member has purchased this flight. When a member calls to ask how close she is to earning the bonus points, you can check by using the procedure that follows. This list displays information for all promotion attributes that have a value, regardless of whether the promotion requires enrollment or applies to all members. |
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