9Member Self-Service with Siebel eLoyalty
Member Self-Service with Siebel eLoyalty
This chapter gives you background information about how customers and members can use Siebel eLoyalty through the Web. It covers the following topics:
About Siebel eLoyalty
Siebel eLoyalty is a customer portal that gives members direct access to the loyalty program.
Siebel eLoyalty can reduce the workload of your member service representatives. Customers can use Siebel eLoyalty to enroll with the host organization or its partners to become members of various programs. Existing members can use Siebel eLoyalty to perform various activities by themselves, rather than calling member service representatives.
Siebel eLoyalty is integrated with Siebel Loyalty. Any information that a member enters in eLoyalty is stored in the same way as the information that a member services representative enters in Loyalty. Any information entered using one channel immediately appears in the other channels as well, so eLoyalty, Loyalty, and the Partner Portal always work together.
For example, if a member uses eLoyalty to enroll in a program or promotion, then the same information is entered in the Siebel database that would be entered if the member telephoned a member service representative to enroll. Thus, you can work with this information as you would with any information about members. For information about giving members access to Siebel eLoyalty, see Setting Up Customer Access to Siebel eLoyalty.
Overview of How Members Use Siebel eLoyalty
When nonmembers go to the eLoyalty URL as anonymous users, they can:
Register in order to enroll in loyalty programs, either on their own behalf, on behalf of their household, or on behalf of their company.
View special offers on the eLoyalty home page.
Browse the product catalog.
When members go to the eLoyalty URL, they can log in and then:
View the personalized home page. This page has links to special offers and to many features of eLoyalty, as well as information about the member’s own membership, such as the Member Number (#), the programs the member is enrolled in, the member level, the date he or she became a member, the member type, the point balance, and special status, if any).
Enter and edit profile information. View, enter, and edit their membership information.
Buy products. Browse the product catalog to buy products and see how many points they can earn by buying these products.
Redeem points. Browse the product catalog to buy products by redeeming points that they have already earned.
Transfer points. Give a specified number of points to another member.
Enroll in programs. Enroll in additional loyalty programs that they are not yet enrolled in.
Enroll in promotions. Enroll in promotions that require enrollment. Some promotions can be open to all members without enrollment.
Check member attribute and promotion attribute values. View the values of all member and promotion-specific attributes that have been designed to be shown to members.
Refer members. Recommend someone to become a member.
Enter partner memberships. Add information about their memberships in your partners’ loyalty programs.
View statements. Statements include basic information about the member’s membership level, how many points they have earned and redeemed during this period links, their account activity and their vouchers, and they also include links to detailed information about the member’s:
Transactions
Vouchers
Loans
Current Tier(s)
Next Tier(s)
Lounge Membership
Profile Data
Membership Cards
Scenario for a Member Using Siebel eLoyalty
This scenario gives one example of how members might use Siebel eLoyalty. Your members might use eLoyalty differently, depending on your business model.
The Member Enrolls and Enters Profile Information
A customer of a supermarket learns that she can get points toward airfare and hotel expenses by being a member of the supermarket’s new loyalty program.
The customer goes to the Web site URL that was mentioned in the supermarket’s brochure.
The customer looks at the home page, which has more information about the program, and sees that there is a 50-point bonus just for signing up. The customer also clicks the Exclusive Promotions links and sees the details of the special promotions that are available only to members.
The customer decides to join the program and clicks Enroll for Myself. The customer fills out and submits profile information. The Web site displays a message saying the customer will receive a confirmation email.
When the email arrives, the customer clicks the link on the email to go to eLoyalty.
After entering the user name and password, the customer can see that the new Loyalty account already has a point balance of 50, which reflects the points received for signing up.
The Member Views Account Information
Occasionally, the member logs into the loyalty Web site to check the status of the account.
The member clicks the Statements link to view a time defined summary of the member's point balance, current tier, points needed to reach the next tier, and other items.
The member scrolls down to see the Account Activity list, with details about each of the member’s transactions, including what day the transaction occurred, a description of it, how many qualifying points and bonus points the transaction earned, or how many points were redeemed.
The member scrolls down further to see the Vouchers list, with information about each of the member’s vouchers.
The Member Signs Up for a Promotion
While looking at eLoyalty, sees a promotion that gives double points for purchases made during the week before Thanksgiving. Since the member is planning to buy groceries that week, the member enrolls in the promotion.
The Member Buys Products
On the home page, the member clicks Buy/Redeem products and receives a list of products that can be bought through the Web site. The member browses through the catalog and sees that bonus points are available for buying a cloth shopping bag with the supermarket’s logo. The member buys this product.
The Member Checks Promotion Attribute Status
One promotion in which the member is enrolled gives members a 500-point bonus for purchasing five turkeys over a six month period. To see how many have been purchased as of today, the member clicks the link to see a list of attributes. The portal shows that the member has purchased four of the five required turkeys.
The Member Redeems Points for Rewards
After accumulating points, the member can use the Web site to redeem them for a reward.
On the eLoyalty home page, the member clicks Buy/Redeem products. The member browses a list of reward products.
The member chooses a one night stay at a local hotel. The member can specify whether to pay for the transaction entirely with points or with a combination of points and cash using a credit card. The member puts this one night stay product in the Shopping Cart, completes the order, and receives a confirmation number and an explanation of how the order will be fulfilled.
The Member Transfers Points to Another Member
After accumulating points, the member wants to transfer some of the point balance to another member. On the eLoyalty home page, the member clicks the My Profile link, then clicks the My Point Transfers link. In the Point Transfers view, she specifies the member number of the member who receives the points, the number of points to transfer, and the type of points to transfer.
The Member Refers a New Member
While traveling, the member tells people about the reward program that is helping to pay for this vacation. When the member’s friends hear about the free hotel stay, many of them are interested in joining the retailer’s loyalty program.
The member logs into the Web site, navigates to the Refer a Friend view, and enters the names and email addresses of people who are interested in joining. When any of these people join, the member receives a 100-point bonus for referring a friend.
Troubleshooting the Display of the Catalog and Products to Loyalty Members
If the catalog and products are not visible in the eLoyalty Member Portal, then correct the settings described in this topic to display them.
Displaying the Catalog
The catalog appears in the member portal only if its type is Buying. Categories appear only if their display template is either Accrual or Redemption.
To display the catalog in the member portal
Navigate to the Administration - Product screen, Product Catalog screen.
In the Catalogs list, select the catalog.
In the Catalogs form, in the Catalog Type field, select Buying.
In the Catalogs list, click on the Name hyperlink for the catalog.
For each category, in the Category Detail form, in the Display Template field, select either Accrual or Redemption.
Displaying Products
Products appear only if the Organization is the same for the member, the contact, the product, and the price list. If the appropriate products do not appear in the member portal, then make sure the organizations are the same for all these items.
You do not have to make these the primary organizations. As long as it is in the list of organizations, the member has access.
For more information about products, see Siebel Product Administration Guide. For more information about price lists, see Siebel Pricing Administration Guide.
To display products in the member portal
Navigate to the Loyalty Members screen, select a member’s record, and note the member’s organization and name.
It is in the Organization field of the More Info view.
Make sure the Contact record for that member has the same organization:
-
Navigate to the Contacts screen, Contacts List view.
In the Contacts list, click the Last Name field hyperlink for the member’s contact record.
Click the More Info view tab.
Click the Select button in the Organization field.
If the member’s organization is not already listed in the Organizations dialog box, then add it to the list.
Close the dialog box.
-
Make sure the Loyalty Program has the same organization:
-
Navigate to the Loyalty Program Administration screen.
Click the Program Id field hyperlink for a program.
Click the Select button in the Organization field.
If the member’s organization is not already listed in the Organizations dialog box, then add it to the list.
Close the dialog box.
-
Make sure the products have the same organization:
-
Navigate to the Administration - Product screen.
In the Products list, select a product.
In the More Info form, in the Organization field, click the Select button.
If the member’s organization is not already listed in the Organizations dialog box, then add it to the list.
Close the dialog box.
Repeat these steps for all the products that you want to appear in the catalog.
-
Make sure the price list has the same organization:
-
Navigate to the Administration - Pricing screen.
In the Price Lists list, select a price list.
In the More Info form, in the Organization field, click the Select button.
If the member’s organization is not already listed in the Organizations dialog box, then add it to the list.
Close the dialog box.
-