Siebel Loyalty Administration Guide > Working with Siebel Loyalty Program Members > About Working with Loyalty Members Using the Siebel Application Interface >

Viewing Loyalty Member Details

You 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 Balances

A member service representative can view members' point balances:

• To answer members' question about how many points they have.
• To decide whether to change members' tier status, as described in Changing Loyalty Members' Tier Status Manually.

To view a member's point balance

1. Navigate to the Loyalty Members screen.
2. In the Members list, select the member and click its Member Number (#) hyperlink.

   The member's balances for point type 1 appears in the member form, in the Available Points, Qualifying Points, and Lifetime Qualifying Points fields.

3. Click the More Info view tab.

   The member's point balances for point types two and three appear in the Points Status sections.

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 Items

The 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

1. Navigate to the Loyalty Members screen.
2. In the Members list, select the member and click its Member Number (#) hyperlink.
3. Click the Point Items view tab.

   The Point Items list includes all transactions that earned points for the member. The total number of points that the member has available is displayed in the Available Point field of the Members form.

   NOTE:  For accruals whose expiry date is in the past, you can click the Expire Points button to deduct remaining points from a member's point total and increment the accruals used point total. A redemption record is also created. The Expire Points button only works for accruals whose expiry date is in the past.

Viewing Loyalty Members' Transaction Histories

Employees, 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' Activities

You 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:

• Registration
• Tier Change
• Accruals
• Redemptions
• Membership Cards
• Lounge Membership
• Vouchers
• Service Requests

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.

To view a member's activities

1. Navigate to the Loyalty Members screen.
2. In the Members list, select the member and click its Member Number (#) hyperlink.
3. Click the Activities view tab.

Viewing Loyalty Members' Attributes

Attributes are used in the rules that calculate promotions. They can also be used to track many member behaviors, such as:

• The number of flights a member took
• The number of times a member purchased a specific product
• The number of nights a member stayed in a hotel

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.

To view a member's attributes

1. Navigate to the Loyalty Members screen.
2. In the Members list, click the Member Number (#) of the member whose attributes you want to view.
3. Click the Member Attributes view tab.

Viewing Loyalty Members' Promotion Attributes

Promotion 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.

To view a member's promotion attributes

1. Navigate to the Loyalty Members screen.
2. In the Members list, select the member and click its Member Number (#) hyperlink.
3. Click the Promotion Attributes view tab.