6Working with Siebel Loyalty Program Members
Working with Siebel Loyalty Program Members
This chapter covers the ways that employees at the host company use Siebel Loyalty after the application, programs, promotions, and redemptions have been set up. It includes the following topics:
About Working with Siebel Loyalty Program Members
This chapter covers the ways that member service representatives and other employees of the host organization work with members of loyalty programs.
Other people can also perform some of the same tasks as your member service representatives:
Partners. Depending on your business model, member service representatives at partner companies can perform some of these tasks for your members. For more information, see Using Siebel Loyalty with Partners
Members. Members can use eLoyalty to perform some of these tasks for themselves. For more information, see Member Self-Service with Siebel eLoyalty
Sales representatives. Sales representatives also work with program members. For example, sales representatives sell products that earn bonus points for members. Depending on your business model, sales representatives might also redeem members’ points for rewards.
After the loyalty administrator has set up loyalty programs and promotions, member service representatives can work directly with program members to help with member services and program administration in the following ways:
Member Services. A task-based user interface that automates certain tasks and also validates member eligibility and the sufficiency of point balances for requested services. In addition, the task-based user interface enables the partner or host company to charge monetary fees for requested member service transactions. These tasks are covered in About Using Loyalty Member Services.
Working Program Members Using the Siebel Business Application Interface. For other tasks, the member service representative works with members using the Siebel Business Application interface. These tasks are covered in About Working with Loyalty Members Using the Siebel Application Interface.
Integrating Loyalty with Cybersource and Taxware
Through integration with Siebel Order Management, Loyalty can create orders and can capture credit card payment details.
Loyalty uses Cybersource, a third party vendor, to validate and authorize credit card payments. In order for Cybersource to validate credit card details, the following fields must be defined: Credit Card Number, Credit Card Type, Expiration Month, Expiration Year, Billing Address, and Card Holder Name. If any one of these fields are invalid, then the authorization fails. For more information about Cybersource, see the Cybersource documentation.
Siebel Loyalty also uses Taxware International, a third-party service, to calculate the sales tax on orders and other transactions. For tax calculation purposes, every member must have at least one primary address. Without a primary address, the tax defaults to zero. For more information about Taxware International, see the Taxware documentation.
About Using Loyalty Member Services
Member Services are completed by member service representatives using a task-based interface. Member Services include:
Enrolling Members in Loyalty Programs
To enroll a new member in a loyalty program, the member service representative must perform the following steps:
Select a member type and membership scheme. For more information, see Selecting a Member Type and Membership Scheme.
Enter member information, such as name, address, and communication preferences. Depending on which member type you select, Siebel Loyalty will display the view needed to perform one of the following tasks:
For all membership types, you must assign the member a user name and password. For more information, see Assigning a Member a User Name and Password.
For information about creating parent-child memberships, see Working with Parent-Child Member Relationships.
Selecting a Member Type and Membership Scheme
To enroll a member, you begin by selecting the member type and membership scheme. For more information about membership schemes, see Creating Membership Schemes for Siebel Loyalty.
There are four types of members of loyalty programs:
Individual. This type of member includes people who join programs on their own behalf. They must make purchases themselves to earn points.
Household. This type of member includes people who join programs to earn points for the household’s membership. Any household member can make purchases to earn points. The individuals within the household accrue and/or redeem points through the household membership.
Account. This type of member includes companies that join programs. The company earns points for its purchases.
Partner. This type of member includes companies who have partners that join programs. For example, a dealer can be a partner of an automobile manufacturer, because its customers earn the manufacturer’s points when they buy cars. The same dealer can join a loyalty program as a member, so the manufacturer can reward the dealer with points for meeting sales goals.
To select a member scheme
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
Click Member Enrollment, and complete the fields described in the following table.
Field Description Program Name
Choose the program to enroll in.
Member Type
Choose one of the types of members of loyalty programs:
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Individual. This type of member includes people who join programs on their own behalf. They must make purchases themselves to earn points.
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Household. This type of member includes people who join programs to earn points for the household’s membership. Any household member can make purchases to earn points. The individuals within the household accrue and/or redeem points through the household membership.
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Account. This type of member includes companies that join programs. The company earns points for its purchases.
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Partner. This type of member includes companies who have partners that join programs. For example, a dealer can be a partner of an automobile manufacturer, because its customers earn the manufacturer’s points when they buy cars. The same dealer can join a loyalty program as a member, so the manufacturer can reward the dealer with points for meeting sales goals.
Membership Scheme
Choose the scheme. Schemes indicate the period type and duration of the membership.
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Click Next.
The member type you selected determines which fields to display to enter member information.
Entering Member Information for an Individual Member
Use the following procedure to enter membership information for an individual member.
To enroll an individual member
In the Individual Member Details - I view, complete the member information fields. Some fields are described in the following table.
Field Section in Form Description Contact First Name and Contact Last Name
Member Information
Select an existing contact or enter a new one. You can associate one or more contacts with a member.
When you select the appropriate contact in either of these fields, the name is entered in both fields.
Corporate Member
Member Information
If the member type is individual, then you can select a Corporate Member if applicable.
Referred By and Relationship
Member Information
If applicable, then select the name of the member who referred the new member, and then select the relationship between these two members.
Partner Source
Administration Information
(Optional) Choose a channel partner.
Enrollment Channel
Administration Information
Choose from Web, MSR, External Service Provider, or Partner.
Receive Partner Promos and Receive Promos
Administration Information
Select this check box to receive partner promotions, and indicate the type to receive.
Statement Method
Administration Information
Choose the means of receiving statements.
Number (#) of Children
Administration Information
Specify the number of children.
First Name, Middle Name, Last Name, and so on
Contact Details
Some fields are populated with details from the Member Information section. Enter further personal information about the contact’s gender, birthdate, and honorific.
Member Number (#), Name, and so on.
Referrals
If applicable, then enter details about the member who referred the new member.
Program
Membership Scheme Price List
Choose the program to enroll in.
Payment Mode
Membership Scheme Price List
Choose a payment mode.
Pay
Membership Scheme Price List
Specify the payment amount for new members.
Click Next, and provide further details about the member in the Individual Member Details - II view. Some fields are described in the following table.
Field Section in Form Description Lounge End Date
Member Information
If this membership is a lounge purchase membership, then specify the end date.
Primary
Personal Address
Select this check box if this address is the primary address.
Address Type
Personal Address
Specify if this address is a Home, Business or Alternate address.
Address Line 1, and so on
Personal Address
Enter the details of street, city, and so on.
(Optional) In the Credit Cards section, where any existing information is displayed, you can add a new record to the list, and enter information about the member’s credit cards. Two scenarios are possible:
Individuals supply their own credit cards.
Companies supply a corporate credit card and the name of the employee who has the card.
This credit information is used as the default payment method for transactions requiring payment. For more information about credit card payments, see Siebel Order Management Guide.
(Optional) In the Hobbies section, add one or more new records to the list, and enter information about the member’s hobbies.
(Optional) Enter information about how to contact the member by phone, email, fax and SMS.
Click Next, and provide further details about the member in the Individual Member Details - III view:
(Optional) Enter the member’s preferences for airline, hotel and rental car.
Enter the member’s passport details.
Enter details of an emergency contact person for the member.
(Optional) Enter the member’s favorite travel destinations.
(Optional) Enter the member’s frequently travelled routes.
Click Next.
The Member Details view summarizes information about the member, the transaction, and the payment.
Click Finish.
When you select an account membership scheme, you can enroll an account member.
Entering Member Information for an Account Member
Use the following procedure to enter membership information for an account member.
To enroll an account member
In the Account Member Details - I view, complete the member information fields. Some fields are described in the following table.
Field Section on Form Description Member Name
Member Information
Enter the name of the account member.
Account
Member Information
Select the company name.
Contact First Name and Contact Last Name
Member Information
Select an existing contact or enter a new one. You can associate one or more contacts with a member.
When you select the appropriate contact in either of these fields, the name is entered in both fields.
Accrual Type
Member Information
Select an accrual type: corporate only, individual only, or both.
Note: If you select corporate only, then the individual member is not rewarded. The transaction is processed and if a promotion design is applicable to the transaction, then all the promotions with Admin flags enabled within the promotion design are rewarded to the corporate member.Statement Method
Administration Information
Choose the means of receiving statements: email or mail.
Partner Source
Administration Information
(Optional) Choose a channel partner.
Enrollment Channel
Administration Information
Choose from Web, MSR, External Service Provider, or Partner.
Receive Partner Promos and Receive Promos
Administration Information
Select these check boxes to receive partner promotions or other promotions.
Account Name
Account Information
Enter the account name.
Site
Account Information
If the account has more than one location, then specify the relevant location for this member.
DUNS
Account Information
Enter the DUNS number that uniquely identifies the account.
Industries
Account Information
Select the industry type.
Founded
Account Information
(Optional) Enter information about the type, size and age of the company.
URL
Account Information
(Optional) Enter information about the type, size and age of the company.
Annual Travel Budget
Account Information
(Optional) Enter information about the type, size and age of the company.
Annual Revenue
Account Information
(Optional) Enter information about the type, size and age of the company.
Revenue Growth Rate
Account Information
(Optional) Enter information about the type, size and age of the company.
Total Employees
Account Information
(Optional) Enter information about the type, size and age of the company.
First Name, Middle Name, Last Name, and so on
Contact Details
Some fields are populated with details from the Member Information section. Enter further personal information about the contact’s gender, birthdate, and honorific.
Member Number (#), Name, and so on.
Referrals
If applicable, then enter details about the member who referred the new member.
Program
Membership Scheme Price List
Choose the program to enroll in.
Payment Mode
Membership Scheme Price List
Choose a payment mode.
Pay
Membership Scheme Price List
Specify the payment amount for new members.
Click Next, and provide further details about the member in the Account Member Details - II view. Some fields are described in the following table.
Field Section on Form Description Account
Account Member Details
Select the company name.
Accrual Type
Account Member Details
Select an accrual type: corporate only, individual only, or both.
Corporate Member
Account Member Details
(Optional) Select the corporate member.
Primary
Personal Address
Select this check box if this address is the primary address.
Address Type
Personal Address
Specify if this address is a Home, Business or Alternate address.
Address Line 1, and so on
Personal Address
Enter the details of street, city, and so on.
(Optional) In the Credit Cards section, where any existing information is displayed, you can add a new record to the list, and enter information about the member’s credit cards. Two scenarios are possible:
Individuals supply their own credit cards.
Companies supply a corporate credit card and the name of the employee who has the card.
This credit information is used as the default payment method for transactions requiring payment. For more information about credit card payments, see Siebel Order Management Guide.
(Optional) Enter information about how to contact the member by phone, email, fax and SMS.
Click Next, and provide further details about the member in the Account Member Details - III view.
(Optional) Enter the member’s favorite travel destinations.
(Optional) Enter the member’s frequently travelled routes.
Click Next.
The Member Details view summarizes information about the member, the transaction, and the payment.
Click Finish.
When you select a household membership scheme, you can enroll a household member.
Entering Member Information for a Household Member
Use the following procedure to enter membership information for a household member.
To enroll a household member
In the Household Member Details - I view, complete the member information fields. Some fields are described in the following table.
Field Section on Form Description Household
Member Information
If this household is a new household, then enter the name and address details. Otherwise, select from the list of existing households.
Contact First Name and Contact Last Name
Member Information
Select an existing contact or enter a new one. You can associate one or more contacts with a member.
When you select the appropriate contact in either of these fields, the name is entered in both fields.
Member Name
Member Information
Enter the member name.
Statement Method
Administration Information
Choose the means of receiving statements: email or mail.
Partner Source
Administration Information
(Optional) Choose a channel partner.
Enrollment Channel
Administration Information
Choose from Web, MSR, External Service Provider, or Partner.
Receive Partner Promos and Receive Promos
Administration Information
Select these check boxes to receive partner promotions or other promotions.
Head of Household
Household Information
Choose the head of the household from the list.
Segment
Household Information
(Optional) Choose the market segment for this household, such as White Collar or Rural.
Category
Household Information
(Optional) Choose the category, such as standard, gold or platinum.
Status
Household Information
Choose the status, such as active or under review.
Type
Household Information
Choose the type of household, such as family with children, or extended family.
Size, Number (#) of Dependents, Child 0-6, Child 7-12, Child 13-18
Household Information
(Optional) Enter the number of family members in the household, the number of dependents, and the number of children in the specified age ranges.
Income
Household Information
(Optional) Choose the income range for the household.
Wealth
Household Information
(Optional) Choose the existing wealth of the household.
Revenue
Household Information
(Optional) Choose the revenue of the household.
First Name, Middle Name, Last Name, and so on
Contact Details
Some fields are populated with details from the Member Information section. Enter further personal information about the contact’s gender, birthdate, and honorific.
Member Number (#), Name, and so on.
Referrals
If applicable, then enter details about the member who referred the new member.
Program
Membership Scheme Price List Information
Choose the program to enroll in.
Payment Mode
Membership Scheme Price List Information
Choose a payment mode.
Pay
Membership Scheme Price List Information
Specify the payment amount for new members.
Click Next, and provide further details about the member in the Household Member Details - II view. Some fields are described in the following table.
Field Section on Form Description Primary
Personal Address
Select this check box if this address is the primary address.
Address Type
Personal Address
Specify if this address is a Home, Business or Alternate address.
Address Line 1, and so on
Personal Address
Enter the details of street, city, and so on.
(Optional) In the Credit Cards section, where existing information is displayed, you can add a new record to the list, and enter information about the member’s credit cards. Two scenarios are possible:
Individuals supply their own credit cards.
Companies supply a corporate credit card and the name of the employee who has the card.
This credit information is used as the default payment method for transactions requiring payment. For more information about credit card payments, see Siebel Order Management Guide.
(Optional) Enter information about how to contact the member by phone, email, fax, and SMS.
Click Next, and provide further details about the member in the Household Member Details - III view.
(Optional) Enter the member’s favorite travel destinations.
(Optional) Enter the member’s frequently travelled routes.
Click Next.
The Member Details view summarizes information about the member, the transaction, and the payment.
Click Finish.
Assigning a Member a User Name and Password
For all membership types, you must assign the member a user name and password.
To assign a member a user name and password
Navigate to the Administration - User screen, Users view.
Add a new record to the Users list, and complete the necessary fields. Some fields are described in the following table.
Field Description Last Name and First Name
If the member is an individual, then enter the name of that person. If the member is a household, account, or partner, then enter the name of the primary contact for the member.
User ID
Enter the login name for the user.
Challenge Question
Enter a question that users can enter to establish their identity if they forget their login name or password.
Challenge Answer
Enter an answer to the challenge question.
Responsibility
Select the appropriate responsibility for the member. The responsibility differs based on implementation, depending on the host company’s policies.
For more information about creating new users, see the chapter on user administration in Siebel Security Guide.
Enrolling Members in Loyalty Promotions
Some promotions are automatically available to all members. Other promotions are only available to members who enroll. These are called opt-in promotions. When members learn about opt-in promotions, they can enroll themselves on the eLoyalty Web site, or they can have a member service representative enroll them.
Incentives are available to members who enroll if you have set up the incentives, as described in Creating Incentives to Enroll in Promotions.
To enroll a member in a promotion
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, click the Member Number (#) hyperlink.
In the Tasks list, click LOY Promotion Enrollment.
Select the promotion and incentives:
In the Loyalty Promotions list, select the promotion to enroll this member in.
This list displays active promotions with enrollment required. If the host attempts to enroll the member in a promotion that the member is already enrolled in, then the application displays an error message.
If there are promotion incentives, then in the Incentive Choices list, select the promotion incentive that the member chooses.
The member is charged for enrolling into the promotion, as you specified in the Points view of the Promotion Enrollment product that you defined in the Administration - Product screen.
Click Next.
Enter the cost of enrolling:
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Either select the record for the Payment mode that the member is using in the Price Lists list.
Or select the Override Flag checkbox and complete the necessary fields in the Price Override area.
Click Next.
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If money payment is involved, then enter the payment details. In the Credit Cards list, select the existing credit card used to pay or add a new credit card.
Review the order summary, and click Next.
Review the transaction details, and click Finish.
Reissuing Redemption Vouchers
In the case where a member loses an issued voucher, the member can request that the voucher be reissued. A voucher can be reissued only if the status is either Available or Reserved.
Before the member service representative can reissue the voucher, a loyalty administrator must create a reissue voucher product. For more information about setting up products, see Siebel Product Administration Guide.
Once the voucher reissue product is created, a loyalty administrator must associate the voucher reissue product with a service. For more information, see Setting Prices for Member Services.
To reissue a voucher
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, click the Member Number (#) hyperlink.
In the Tasks list, click Redemption Voucher Reissue.
In the Voucher Number list, highlight the voucher to be reissued and click Next.
Select the fee option. Options are: Points, Pay, and Points+ Pay.
Note: There can be more than three price options if options are defined in combinations of multiple point types and multiple currencies.To override the calculated price, select Override Price and select an Override reason code.
Click Next.
Either select the shipping address or enter new address if the voucher must be shipped to an address other than the existing addresses of the member.
Click Next.
If a monetary payment is required, then enter the member’s credit card information and click Next.
Review order summary and click Next.
Review order confirmation and click Next.
Review the new voucher details and click Finish.
Cancelling Redemption Vouchers
Voucher cancellation occurs when a member redeems points to purchase a redemption voucher, but subsequently returns the voucher to refund points to his point balance. Only unused vouchers can be cancelled.
In order to cancel a redemption voucher, the status must be either:
Available
Reserved
Vouchers with the following statuses cannot be cancelled:
Used
Cancelled
Expired
Reissued
Before the member service representative can cancel the redemption voucher, a loyalty administrator must create a cancel redemption voucher product. For more information about setting up products, see Siebel Product Administration Guide.
Once the purchase points product is created, a loyalty administrator must associate the purchase points product with a service. For more information, see Setting Prices for Member Services.
To cancel a redemption voucher
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, highlight the Member.
In the Tasks list, click LOY Redemption Cancellation.
Click the Voucher radio button, then click Next.
In the Voucher list, select the Voucher.
Confirm voucher details and click Next.
Enter Refund details and click Next.
If you selected Override, then enter Override details and click Next.
Review Order Summary and click Next.
Review Cancellation Summary and click Finish.
Renewing Loyalty Memberships
You can use Siebel Loyalty to assist members with membership renewals.
To renew a membership
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, click the Member Number (#) hyperlink.
In the Tasks list, click Membership Renewal.
Select New Membership Scheme and click Next.
The membership scheme duration and type are retrieved from the product level loyalty attributes.
In the Price Lists list, select a Payment Mode and click Next.
Payment options are pay, points, or a combination of the two.
(Optional) In the Price Override section:
- Select the Override Flag checkbox.
Enter the Override Points and/or Override Pay.
Choose an Override Reason Code, enter an Override Reason, and click Next.
Make any necessary changes to the credit card information, and click Next.
Verify the information in the Order Summary is correct, then click Next.
Verify the information in the Order Confirmation is correct, then click Next.
Verify the information in the Transaction Details is correct, then click Finish.
Cancelling Loyalty Memberships
When a member has paid to purchase a membership, but then decides to cancel the membership before the end of the membership term, the member might be eligible for a refund of part or all of the membership fees.
The fee refund options are:
An amount pro-rated to the remaining portion of the membership term
A percentage of the original purchase price
No refunds
Where a refund is made, the amount includes:
The portion of the membership fee
The corresponding portion of any taxes paid on the membership fee
To cancel a membership
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, click the Member Number (#) hyperlink.
In the Tasks list, click LOY Membership Cancellation Service.
Enter Cancellation Code.
Select Fee Refund basis, options are: No Refund, Percentage, or Prorata. If you select either Percentage or Prorata, then enter the Percentage.
To override the calculated price, select Override Price and select an Override reason code.
Click Next.
If a refund is necessary, then select Payment Mode. If you selected percentage as the fee refund basis, then enter Elapsed Day, Elapsed % Fees Paid, and Tax Paid.
Click Next.
Verify payment information and click Next.
Verify the information in the Order Summary is correct, then click Next.
Verify the information in the Order Confirmation is correct, then click Next.
Verify the information in the Transaction Details is correct, then click Next.
Purchasing Lounge Services
You can use Siebel Loyalty to assist loyalty members who want to purchase lounge services.
To purchase lounge service
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the task user interface.
In the Members list, click the Member Number (#) hyperlink.
In the Tasks list, click Member Lounge Purchase.
Select Lounge Period Type.
Select Lounge Period duration and click Next.
In the Price Lists list, Select Payment Mode and click Next.
(Optional) In the Price Override section:
Select the Override Flag checkbox.
Enter the Override Points and/or Override Pay.
Choose an Override Reason Code, enter an Override Reason, and click Next.
Make any necessary changes to the credit card information, and click Next.
Verify the information in the Order Summary is correct, then click Next.
Verify the information in the Order Confirmation is correct, then click Next.
Verify the information in the Transaction Details is correct, then click Finish.
Purchasing Loyalty Points
If a member does not have enough points to qualify for a desired redemption, then some host companies allow the member to purchase enough points to qualify.
To purchase points
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, highlight the Member.
In the Tasks list, click LOY Member Points Purchase.
Select Point Type.
In the Points field, enter the quantity of points to be purchased. Then click Next.
In the Price list, select the payment type.
To override the calculated price, select Override Price and select an Override reason code.
Click Next.
Confirm the price and select a credit card.
Click Next.
Review Order Summary and then click Next.
Review Transaction Details and then click Finish.
Transferring Points Between Loyalty Members
You can create a transaction to transfer points from one member to another. This type of action requires approval. The transferred points retain the same point type and expiration date as when they resided in the original account. You cannot cancel this kind of transaction; if the transfer was made in error, then you must create another transaction to transfer the points back.
The following guidelines apply to point transfers:
A point transfer does not affect the point block that the points came from. When a transfer occurs, those points already belong to the donor member and therefore have already been deducted from a point block.
You can only transfer available points, not qualifying points. In other words, you cannot use point transfers to move members up or down tiers.
You cannot cancel a point transfer. If you transferred points by mistake, then you must transfer the points back in a separate transaction.
Points can only be transferred between members who have the same membership type and belong to the same program.
To transfer points from one member to another
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, highlight the Member.
In the Tasks list, click LOY Member Points Transfer.
Select Point Type.
Select the Transferee Member.
In the Points field, enter the quantity of points to be transferred. Then click Next.
In the Price list, select the payment type and click Next.
To override the calculated price, select Override Price and select an Override reason code.
Click Next.
Confirm the price and enter credit card details.
Click Next.
Review Order Summary and then click Next.
Review Order Confirmation and click Next.
Review Transaction Details and then click Finish.
Giving Gift Points from One Loyalty Member to Another Member of the Same Program
You can create a transaction to allow one member give gift points to another member of the same program. This transaction is similar to transferring points between members, as described in Transferring Points Between Loyalty Members.
The key difference between points transfer and gift points is that a member can give gift points even if the member does not have a large enough balance of points to cover the gift, while a member can transfer points only if the member has a large enough balance to cover the transfer. In addition, you can limit the number of gift points members can give and receive to prevent abuse, as described in Defining Point Gift Setup.
You can charge members for this service in cash. You must use the payment mode of pay, and you cannot use pay plus points.
To give gift points from one member to another
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, highlight the active member who is giving the gift.
In the Tasks list, click LOY Member Points Gift.
In the Gifts Points form, complete the necessary fields. Some fields are described in the following table.
Note: If the gift violates the limits defined in Point Gift Setup, then an error message appears.Field Description Recipient Member
Select the active member who is receiving the gift.
Available Points
Displays the available member point balance. This balance is the maximum that the giving member can give to the recipient member.
Point Type
Select the point type of the points being given.
Points
Enter the number of points being given.
Confirm the price, and select a credit card.
Click Next.
Review the order summary, and then click Next.
Review the transaction details, and then click Finish.
Entering Accrual Disputes
When members do not receive point credits for valid accrual transactions, they contact a member service representative to help resolve the accrual dispute. You can use Siebel Loyalty to capture accrual dispute data and send the data to the partner to validate.
Types of disputes captured by Siebel Loyalty include:
Missing Accrual Dispute. A member claims that an accrual transaction does not appear on his or her statement.
Incorrect Accrual Dispute. A member claims that points received for an accrual transaction are not correct. In addition, the member must provide supporting documentation to resolve the dispute.
Whether the disputes are submitted to the partner for review depends on the settings described in Sending Accrual Disputes to Partners for Review.
Creating a Missing Accrual Dispute
The following procedure describes how to create a missing accrual dispute.
To create a missing accrual dispute
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the task user interface.
In the Members list, click the Member Number (#) hyperlink.
In the Tasks list, click Create Accrual Dispute.
Select Missing Accrual from the Dispute Type drop down list.
Select Type of Product. Options include: Air, Hotel, Car, or Other. Then click Next.
Enter the mandatory attributes shown in the following table.
Field Description Transaction Date
Enter the transaction date.
Partner Name
Select the partner.
Product
Select the product.
Note: These fields might vary depending on the type of product selected in the previous step.Click Submit.
Creating an Incorrect Accrual Dispute
The following procedure describes how to create an incorrect accrual dispute.
To create an incorrect accrual dispute
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the Task user interface.
In the Members list, click the Member Number (#) hyperlink.
In the Tasks list, click Create Accrual Dispute.
Select Incorrect Accrual from the Dispute Type drop down list, then click Next.
In the Transactions list, highlight the Transaction and click Next.
Update the incorrect transaction details and click Next.
Verify the information in the Transaction Summary is correct, then click Submit.
Partner Review of Accrual Disputes
Whether the disputes are submitted to the partner for review depends on the settings
All the disputes are in Partner Pending status and are submitted to the partner user. You can also schedule the LOY Export Transactions workflow as a background process that generates an XML file of all the transactions.
Once the partner can validate the data, then the partner can credit points to the member.
Reactivating Loyalty Points
If members do not use all their points and some points expire, then the members might want to reactivate expired points. If you enable point reactivation, then the customer service representative can reactivate non-qualifying points that have expired. The customer sales representative cannot reactivate qualifying points.
You specify how long reactivated points remain active when you define the Points Reactivation product.
You specify which point types can be reactivated and how long they can be activated after they expire when you define point types. The customer sales representative cannot reactivate more points than the number that have expired recently enough that they can still be reactivated.
The member pays for this service in cash.
To make it possible for the member service representative to reactivate points, the administrator must perform the following setup tasks:
Enable reactivation while creating the point type, as described in Defining Point Types and Subtypes for Loyalty Programs.
Create the administrative promotion described in Creating the Admin - Points Reactivation Promotion.
Set up pricing for reactivation by creating the Points Reactivation product, as described in Setting Prices for Member Services.
To reactivate Loyalty points
Navigate to the Loyalty Members screen.
Click View, Action Pane, Tasks to view the task user interface.
In the Members list, click the Member Number (#) hyperlink.
In the Tasks list, click Create Reactivation Point Details.
Select the Point Type and the Reactivation product, and click Next.
Only point types that are enabled for reactivation are displayed in the list you select from.
Enter the number of points to be reactivated, and click Next.
You cannot enter a number greater than the number of points that expired during the specified time period.
Select price options and enter payment details and click Next.
Payment must use the Pay method. Pay plus points is not available.
Review the summary of the transaction, and click Submit.
About Working with Loyalty Members Using the Siebel Application Interface
After the loyalty administrator has set up loyalty programs and promotions, member service representatives can work directly with program members to help with the following tasks:
Entering Loyalty Members’ Transactions
A Transaction is any action that accrues ("earns") or debits ("burns") points for a member. There are the following types of transactions:
Accrual Transactions. The member performs some activity that earns points. Members can accrue points on purchasing products from the host organization or from partners. Some examples are flying between specified cities, staying in a hotel, spending money on a purchase, or selling products.
Redemption Transactions. The member redeems points for a reward, such as a product, a service, or an upgrade, and the points are debited from the member’s account. The member redeems points for a reward with host, the partner or using the eLoyalty Member Portal.
Service Transactions. The member purchases some service, such as enrollment, lounge purchase, membership renewal, or voucher reissue, and the points are debited from the member’s account.
Custom Transactions. You can also create custom transactions to suit your business model.
These transactions are also listed in the Transactions view of the Loyalty Members screen, so member service representatives can use this view to look at a complete list of member transactions.
When redeeming points for a reward, the member can choose to pay for the transaction entirely with points, or with a combination of points and other values such as cash or a credit card charge.
To enter a transaction
Navigate to the Loyalty Members screen.
In the Members list, click the Member Number (#) field of the member.
Click the Transactions view tab.
Add a new record to the Transactions list, and complete the necessary fields. Some fields are described in the following table.
Field Description Transaction Date
Displays the date when the transaction occurred. This date is used as the date when the customer earns the points.
Note: To decide whether a promotion applies to a transaction, the Siebel Loyalty Engine evaluates whether the transaction's Transaction Date (not its Processed On Date) is within the promotion's start and end dates, inclusive.Type
Select whether the transaction is Accrual, Redemption, Service, or Custom.
Sub Type
Select the Subtype for the transaction:
Accrual transactions. The subtypes are: Action Based Bonus, Cancellation, Gift, Loan, Product, Incorrect Accrual, Manual Credit, and Missing Accrual.
Redemption transactions. The subtypes are: Availment, Cancellation, Loan Repayment, Manual Debit, Product, and Transfer.
Service transactions. The subtypes are: Membership Renewal, Voucher Reissue, Enrollment, Points Purchase, Points Transfer, Membership Cancellation, and Lounge Purchase.
Custom transactions. The subtypes depend on the subtypes you define.
Status
Select the status of the transaction from these options:
In Progress. Default status when a transaction is first created manually.
Submitted. The MSR selects this value if manager approval is required for this transaction.
Cancelled. The MSR can click the Cancel button to set the value of the status to Cancelled. This status is used to recall a transaction that it has been submitted for approval. After submitting a transaction, the MSR cannot change it without recalling it.
Rejected - Manager. The manager selects this value to reject the transaction.
Approved. The MSR or manager selects this value to approve the transaction.
Acceptable. If the status is Acceptable, then the user can process the transaction in real time by clicking the Process button. The engine does not process transactions with this status; the user must click the Process button. For information about when transactions are created with the status Acceptable, see Allowing Manual Processing of Queued Transactions.
Queued. If the status is Queued, then the engine component that is invoked by clicking the Process button does not process this transaction. It is only processed by the batch engine.
Partner Pending. Indicates that an action from a partner is required before the transaction can be processed. The possible actions by a partner are Partner Approved and Partner Rejected.
The field can also display the following values, generated by Siebel Loyalty:
Rejected - Engine: Insufficient Points. Siebel Loyalty sets the field to this value if the member does not have enough points for the redemption transaction.
Rejected - Engine: Missing Member Data. Siebel Loyalty sets the field to this value if required data about the member is missing.
Corporate Reference
Displays the Member ID of an Account Member if the current individual member is on a Corporate flight. The points accrued is controlled by the attributes defined at the Individual Member level (to validate whether he is actually affiliated with a particular corporation) and the Account Member level (to validate accrual type).
Product Name
If the subtype is Product, then select the name of the product.
Base Points
Displays the minimum number of points a member would receive (if this transaction is an accrual) or use (if this transaction is a redemption). All promotion calculations (such as a 50% bonus) are based on this value.
Point Type
Select the base point’s type. For more information about point types, see Creating Point Types for Loyalty Programs.
Qualifying Points
Displays whether the base points are qualifying or nonqualifying (bonus) points.
Submit To
Displays the user ID of the person who must approve the transaction. Defaults to the MSR’s manager. The MSR can choose a different value to submit this transaction to someone else for approval. To process the transaction without manager approval, leave this field empty and follow the instructions in Entering Loyalty Members’ Transactions.
For information about setting up the manager’s approval limit, see Adding Employees as Loyalty Users.
You can view more information about a transaction by clicking the hyperlink in the Transaction Id field. Click the Points Items view and look at the Accrual Items list, if this transaction is an accrual transaction, or at the Redemption Items list, if this was a redemption transaction. The Accrual Items list shows all of the points that a member earned for this single transaction. The Redemption Items List shows the original accruals that were used to pay for the redemption. Both these lists are read-only.
If you want to process this transaction without manager approval, then:
- Click the hyperlink in the Transaction Id field.
In the More Info form, select the External check box.
In the Transaction form, in the Status field, select Acceptable.
Viewing Transaction Details
A single transaction can give a member points of multiple point types. For example, assume a program has two point types: Regular and Special. A transaction is created and processed for a member and the member earns Regular points as the base points. Another promotion is running that applies to this transaction and gives the member Special points. So, when the transaction is processed, the member earns both Regular and Special points.
To view transaction details
Navigate to the Loyalty Members screen.
Click the Member Number (#) of the desired member.
Click the Transactions view tab.
Click the Transaction Id of the desired transaction.
Look in the following places:
The Total Points field in the Transactions list.
The Accrual Items list in Loyalty Member, Transactions, Point Items view.
The promotion details applied on a transaction in Loyalty Member, Transactions, Processing Info view.
Using Transactions with Consolidated Accrual Items
Members of retail loyalty programs generally earn a small numbers of points for each transaction. For example, customers at a supermarket chain might have 50 to 100 items in an order, which would create at least that many accrual items in Siebel Loyalty.
A single redemption might process such a large number of items that it slows the redemption process. For example, for a single redemption transaction of 5000 points, the Loyalty engine might have to consume hundreds of accrual items, each with a value of ten to twenty.
To speed up the process of redemption for retail loyalty programs, Siebel Loyalty lets you consolidate all the accrual items of a single order into a single accrual item. The Loyalty engine processes the single consolidated accrual item, saving it the time of processing all of the individual accrual items. Consolidation is synchronous with the processing of each individual transaction.
Consolidating Accrual Items for Retail Transactions
The accrual items consolidation process applies to all transactions which have Retail selected in the Source field. The accrual items for all transactions that have the same order number are added based on their point type and expiry dates.
Create consolidated accrual transactions in the same way you create other accrual transactions. For more information, see Entering Loyalty Members’ Transactions.
These transactions are consolidated under the following conditions:
In the Source field in the Transaction list, Retail is selected.
In the Order Number field, multiple transactions have the same order number, with Retail selected for all these transactions.
It is recommended that the transactions have few promotions that apply to them.
Viewing Accrual Line Items for Transactions with Consolidated Accrual Items
You can view the accrued points for each accrual line item in a transaction with consolidated accrual items. The line items all must have Retail entered in the Source Field.
To view line items for transactions with consolidated accrual items
Navigate to the Loyalty Transactions screen.
In the Transactions list, drill down on the Transaction ID of a consolidated accrual transaction.
Click the Point Items view tab.
The Accrual Line Items list contains all the individual accrual items that were rewarded in the transaction.
Viewing Total Accrued Points for Transactions with Consolidated Accrual Items
To view total accrued points for transactions with consolidated accrual items
Navigate to the Loyalty Members screen.
Drill down on the member who performed the transaction.
Click the Point Items view tab.
In the Point Items list, in the Order Number field, query to find the order you want.
The Point Item record shows the total consolidated number of points for this order in the Qty, Point Type, and Point Sub Type fields.
Cancelling Transactions with Consolidated Accrual Items
To cancel a transaction that is associated with consolidated accrual items, you can use the Cancel Order Web service. You can either:
Cancel an entire order, which cancels all transactions associated to the order. To cancel the order, pass the Source field of Retail and the Order Number (#) to the Web service.
Cancel a single transaction in the order. To cancel a transaction, pass the Source field of Retail and Transaction Id to the Web service.
For more information, see Siebel CRM Web Services Reference.
When you cancel a transaction, the accrual line items associated with the transaction are reverted to their previous value, and the accrual item associated with the transaction is consumed. The cancellation works in the same way as a cancellation of a non-consolidated accrual item: if the accrual item is partially or fully used, then other accrual items are consumed to redeem points equivalent to the points of the canceled accrual line item. You can also cancel individual transactions in the usual way, described in Cancelling Loyalty Members’ Transactions.
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
Navigate to the Loyalty Members screen.
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.
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
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
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
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
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
Navigate to the Loyalty Members screen.
In the Members list, click the Member Number (#) of the member whose attributes you want to view.
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
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Promotion Attributes view tab.
Working with Parent-Child Member Relationships
Siebel Loyalty enables parent members to accrue points to their balances based on child member activity.
The purpose of this feature is to allow a single parent member to act as the holding account for multiple child members. The feature takes the accrual transactions of child members and aggregates them to their parent member. For example, an account or a household can be a parent member in an airline or retail loyalty program. In this case, all child members of the account or household accrue their transactions directly to the parent.
This feature is useful for companies that wish to receive the points for any business transactions by their employees (because the company pays for the purchases that earn the points). In this case, the child members are the company’s employees, and the parent member is the company itself.
Suppose an employee takes a business flight, paid for by the company. The flight earns 100 qualifying points and 100 nonqualifying points. The employee’s points are set to roll up to the company. Siebel Loyalty creates the following transactions, in this sequence:
Accrual to child member. The child member (the employee) accrues 100 qualifying points plus 100 nonqualifying points. The transaction credits 200 points from the appropriate point block to the child member, who then has an available balance of 200 points. In addition, the child member earns 100 qualifying points at the tier level.
Redemption from child member. One hundred qualifying points and 100 nonqualifying points are redeemed from the child member. However, Siebel Loyalty does not nullify the qualifying points. The child member’s available points balance is 0, and the qualifying points balance is 100. The transaction has no effect on the point block.
Accrual to parent member. This replicates the first transaction. 100 qualifying points and 100 nonqualifying points are accrued to the parent member (the company). The parent member’s available points balance is 200, and the qualifying points balance is 100. The transaction has no effect on the point block.
If a child member transaction is canceled, for example, because the member returns goods, then the transaction accruing points to the parent member is also canceled. The points are redeemed from the parent member and credited to the appropriate point block.
Parent-child member transactions use the Admin - Point Transfer promotion. To work with parent-child member relationships, perform the following tasks:
Setting up Parent-Child Member Relationships
You can set up a multilevel membership in a program by enrolling all program participants as members, then associating some members as child members with a specific parent member.
To set up parent-child member relationships
Enroll parent members and children members separately, as described in Enrolling Members in Loyalty Programs.
Associate child members with their parent members as follows:
Navigate to the Loyalty Members screen.
In the Members list, click the Member Number (#) hyperlink for the parent member.
Click the Child Members view tab.
In the Child Members list, add one or more new records.
In the Contact field, Account field, or Household field of each new record, select child members for this parent member.
In the child member's record in Member screen, More Info view, the parent member is now shown in the Parent Member field.
Rolling Up Points from Child Members to a Parent Member
After adding the child member and parent member, you can roll up points using the following procedure.
To roll up points from child members to a parent member
Navigate to the Loyalty Members screen.
In the Members list, select the record for the parent member.
Click the parent member record’s Member Number (#) hyperlink.
Click the Child Members view tab.
In the Child Members list, select a child member whose points you want to add to the parent member’s balance.
Click the child member record’s Member Number (#) hyperlink.
Click the More Info view tab, and complete the necessary fields. Some fields are described in the following table.
Field Description Accrual To
Member to which the child’s points are credited. Select the parent member.
Auto Accrual Start Date
Start date for the transactions that roll up points from the child member to the parent member. Accept the default of today’s date or enter a future date.
Note: You cannot set this field to a date in the past.As of the Auto Accrual Start Date, the child member’s points are added to the parent member’s balance. In addition, the Siebel Loyalty adds subsequent point accruals by the child member to the parent member’s balance.
Entering Loyalty Member Referrals
When you enroll a new member, you can enter the member who referred the new member, and specify their relationship.
The member referrals list can potentially be used to give out reward points to members who refer many new members. For information about creating a referral bonus, see Example of Creating an Action-Based Bonus.
To enter a member referral
Navigate to the Loyalty Members screen.
In the Members list, select the member who referred a new member.
Click the Member Number (#) hyperlink.
Click the Referrals view tab.
In the Referrals list, add a record, and complete the necessary fields that describe the new member.
Note: Only individual members can be referred. The relationship is created between the primary contact of the new member and the contact/household/account of the primary member. These relationships can be updated only through the Contact/Account/Household screen.
Entering Loyalty Members’ Profiles and Preferences
You can track members’ profiles and preferences, to provide them with service more effectively and to target promotions. For more information on entering members’ profiles and preferences, see the following topics:
Entering Loyalty Members’ Travel Profiles
You can track members’ travel profiles to provide them with service more effectively and to target promotions.
For example, the travel profile can track members’:
Preferred airlines, hotels, and car-rental agencies
Home airport
Hobbies, favorite travel destinations and frequently travelled routes
Members can enter their travel profile through the eLoyalty Web site, or the Member Service Representative can enter the travel profile.
To enter a member’s travel profile
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Travel Profile view tab.
In the Travel Profile form, click New and complete the necessary fields.
Entering Members’ Hobbies
You can track members’ hobbies to provide them with service more effectively and to target promotions.
To enter a member’s hobbies
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Hobbies view tab.
In the Hobbies form, click New and complete the necessary fields.
Entering Members’ Favorite Travel Destinations
You can track members’ favorite travel destinations to provide them with service more effectively and to target promotions.
To enter a member’s favorite travel destinations
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Favorite Travel Destinations view tab.
In the Favorite Travel Destinations form, click New and complete the necessary fields.
Entering Members’ Frequently Travelled Routes
You can track members’ frequently travelled routes to provide them with service more effectively and to target promotions.
To enter a member’s frequently travelled routes
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Frequently Travelled Routes view tab.
In the Frequently Travelled Routes form, click New and complete the necessary fields.
Viewing Loyalty Members’ Promotions
Some promotions are automatically available to all members. Other promotions, called opt-in promotions, are only available to members who enroll.
The Promotions, Enrolled Promotions view of the Members screen lists all opt-in promotions that a member is enrolled in, regardless of who enrolled the member, so it can be used to view all the promotions that a member is enrolled in. This same view can also be used to enroll the member in a new promotion, but it is recommended that you use the member service described in Enrolling Members in Loyalty Promotions.
The Promotions, Applicable Promotions view of the Member screen lists all promotions that apply to a member, including opt-in promotions and promotions that automatically apply to all members.
Viewing the Promotions a Member Has Enrolled In
The following procedure describes how to view promotions that a member has enrolled in.
To view promotions a member enrolled in
Navigate to the Loyalty Members screen.
In the Members list, select the member to be enrolled.
Click the Member Number (#) hyperlink.
Click the Promotions view tab.
In the Promotions link bar, click Enrolled Promotions.
Viewing the Promotions that Apply to a Member
The following procedure describes how to view all promotions that are available to a member.
To view all promotions that apply to a member
Navigate to the Loyalty Members screen.
In the Members list, select the member to be enrolled.
Click the Member Number (#) hyperlink.
Click the Promotions view tab.
In the Promotions link bar, click Applicable Promotions.
Entering Loyalty Members’ Orders
When you enter an order for a member, the member can earn multiple types of rewards for one accrual. The member can also use multiple types of payment for one redemption.
Orders can also be used when a member uses cash to purchase a product (an accrual) or uses points to purchase a product (a redemption). An order allows you to charge the member currency amounts for the purchase price, taxes and shipping and handling.
Orders are related to transactions, because when an order is submitted, a Transaction is automatically created for each order line item that accrues or debits points. Transactions only handle point accruals and debits, they do not involve order billing.
An order can have several lines, where each line represents a purchase. For example, if you purchase a camera, a lens, and a camera bag, then the order placed has three lines, one line for each of the products purchased. If the Order flag in the promotions screen is set to Yes, then Loyalty tracks all promotion level attributes, but only for that order. You can use this feature to set up order level promotions at a store. For example, you could set up a promotion so that if a customer buys a camera and a lens in the same order, then the customer receives a 5% discount.
For detailed information about entering orders, see the chapter on creating a quote or order in Siebel Order Management Guide.
To enter a member’s order details
Navigate to the Loyalty Members screen and locate the member whose order you want to enter.
Click the hyperlink in the Member Number (#) field and click the Orders view tab.
In the Orders list, add a new record, and complete the necessary fields.
In the Type field, select Sales Order.
Click the hyperlink in the Order Number (#) field.
On the Sales Order form, select the applicable Price List.
Click the Line Items view tab.
Add a new record to the Line Items list, and complete the necessary fields. Some fields are described in the following table.
Field Description Product
Select the product for which the member can earn base points and special points.
Txn Type
Select Accrual.
Point Type
Select the record for the type and number of points that applies to this order.
If this item is taxable and you have Taxware installed, then from the view-level menu, choose Calculate Tax.
The totals are updated to reflect the taxes charged on the item.
Click the Payments view tab and enter a form of payment for the order.
If the form of payment is a credit card, then click Authorize.
Click Submit.
A Transaction is automatically created for each order line item that accrues or debits points.
To verify that transactions were created:
- Navigate to the Loyalty Members screen and locate the member whose order you entered.
Click the hyperlink in the Member Number (#) field and click the Transactions view tab.
In the Transactions list, query for the Order Number (#) of the order you just processed.
Verify that one transaction was created for each order line item.
Entering an Order Payment in Points and Currency
When entering an order on behalf of a loyalty member, you can specify payment with a combination of points and currency. This ability is only available for products that are set up for multiple methods of payment. For more information, see Setting Up Products for Redemption by Siebel Loyalty.
When you enter an order to be paid with a combination of points and money, Siebel Loyalty uses the following formula to calculate how much money is needed to complete the transaction:
[Member’s Price] = [List Price] - ([Cost Per Point] * [Points to Use])
For example, suppose a particular airline flight costs $100 and each point is worth $1 toward the flight’s purchase price. A member wishes to pay 50 points toward that purchase. When you create a sales order and enter the points to use toward the purchase, Siebel Loyalty calculates the price as $50.
For detailed information about entering orders, see the chapter on creating a quote or order in Siebel Order Management Guide.
To enter an order payment in points and money
Navigate to the Loyalty Members screen and locate the member whose order you want to enter.
Click the hyperlink in the Member Number (#) field and click the Orders view tab.
On the Orders screen, enter a new order.
In the Type field, select Sales Order.
Click the hyperlink in the Order Number (#) field.
On the Sales Order form, select the applicable Price List.
Click the Line Items view tab.
Add a new record to the Line Items list, and complete the necessary fields. Some fields are described in the following table.
Field Description Product
Select a product that is set up for multiple methods of payment.
Net Price
Displays what the product costs in currency, after the value in the Points field is subtracted from the total price of the item.
Txn Type
Select Redemption.
Points
Enter a number of points that is less than the number needed to pay for the item in full.
From the list menu, select Reprice All.
In the Net Price field, Siebel Loyalty displays the monetary price of the item minus the portion of its value that is covered by the points you entered.
If this item is taxable and you have Taxware installed, then from the view-level menu, choose Calculate Tax.
The totals are updated to reflect the taxes charged on the order.
Click the Payments view tab and enter a form of payment for the nonpoints balance.
If the form of payment is a credit card, then click Authorize.
Click Submit.
To verify that the multiple payment types redemption transaction was processed as you expected:
- Navigate to the Loyalty Members screen and locate the member whose order you entered.
Click the hyperlink in the Member Number (#) field and click the Transactions view tab.
In the Transactions list, query for the Order Number (#) of the order you just processed.
The Redemption Items list near the end of the view displays a record for only the number of points actually redeemed for the order.
Approving Loyalty Members’ Transactions
Some transactions might require manager approval. After member service representatives submit transactions that require approval to their managers for their consideration, managers can view and approve them, and member service representatives can display the audit trail for those approvals. For information about how the managers approval limit is set up, see Adding Employees as Loyalty Users.
Submitting Transactions for Approval
After creating transactions, member service representatives submit certain transactions for management approval.
To submit a transaction for approval
Navigate to the Loyalty Members screen.
Click the Member Number (#) of the desired member.
Click the Transactions view tab.
In the Transactions list, find the transaction that you want to submit for approval.
In the Status field, change the value from In Progress to Submitted.
Siebel Loyalty sends this transaction to the designated manager’s approvals queue.
Approving or Rejecting Transactions
After member service representatives submit transactions, loyalty managers view the transactions and consider them for approval.
To approve or reject a transaction
Navigate to the Home Page.
In My Approval Inbox, identify a transaction that you want to consider for approval, and click the hyperlink in its Name field.
In the transaction’s Status field, change the value to Approved or Rejected - Manager, as appropriate.
In the Pick Employee popup box, do the following:
Select the employee to whom to send a notice of approval or rejection.
In the Comments field, enter an explanation of or expansion on your decision.
Click Send.
Viewing the Approvals for a Transaction
Member service representatives can view an approvals audit trail for each transaction to learn its history of approvals or rejections.
Some transactions can also be rejected automatically. For example, a redemption transaction is rejected if the member does not have enough points for this redemption. If a transaction is rejected because there were no points, then it does not appear in the approval history. The audit trail only shows records changed during the approval process, whose Status was changed by an employee.
To view the approvals for a transaction
Navigate to the Loyalty Transactions screen.
Identify the transaction whose approvals audit trail you want to view and click the hyperlink in its Transaction Id field.
Click the Transaction Approval view tab.
The Approvals list shows a record for each approval or rejection, including the manager who made the decision, when, and a comment or explanation.
Cancelling Loyalty Members’ Transactions
You can cancel different types of members’ transactions. For example, you can cancel members’ accrual or redemption transactions:
If members mistakenly redeem points for a product they do not want, then they can call the help desk to have the member service representative cancel the redemption. They must call before the redemption has been fulfilled.
If members change their minds and decide to earn points in a partner’s loyalty program instead of in your loyalty program, then they can call the help desk to have the member service representative cancel the accrual that they earned previously.
For information about canceling accrual transactions with consolidated accrual items, see Cancelling Transactions with Consolidated Accrual Items.
If a member cancels a redemption, then some of the points might have expired since the member redeemed them. If so, then these points are no longer available if the redemption is cancelled. These points are added back to the member’s account, but the points are past their expiration date and cannot be used. It is necessary for these points to be expired, because otherwise members could perform transactions and then cancel them, in order to avoid point expiration dates.
You can also configure different cancel actions for members and different types of promotions depending on the data type of the attribute. Cancel actions include:
Leave As Is. This action is available for all data types. If selected, then the value of the attribute remains the same when a transaction is cancelled.
Revert. This action is only available for string and number data types. If selected, then the value of the attribute is reverted to the value before the canceled transaction was processed.
Cancel Change. This action is only available for the number data type. If selected, then the value after the transaction is cancelled depends on the following:
Addition. If the cancelled transaction added the attribute value, then the cancellation subtracts that same amount from the attribute value.
Subtraction. If the cancelled transaction subtracted the attribute value, then the cancellation adds the same amount to the attribute value.
Multiplication, division, or set values. If the cancelled transaction multiplied, divided, or set the attribute value, then the cancellation reverts the attribute value to the value prior to the cancellation transaction.
Setting a Cancel Action for Member Attributes
The following procedure describes how to set a Cancel Action for member attributes.
To set a cancel action for member attributes
Navigate to the Loyalty Program Administration screen.
Locate the program that the attribute applies to and click its Program Id hyperlink.
Clear the program form’s Active check box.
Click the Program Level Attributes view tab.
In the link bar of the Program Level Attributes view, click Member Attributes.
In the Cancel Action field, select a Cancel Action.
When you are finished, select the program form’s Active check box.
Setting a Cancel Action for Promotion Attributes
The following procedure describes how to set a cancel action for promotion attributes.
To set a cancel action for promotion attributes
Navigate to the Loyalty Program Administration screen.
Locate the program that the attribute applies to and click its Program Id hyperlink.
Click the Promotions view tab.
Clear the program form’s Active check box.
Locate the promotion and click its Promotion Number (#) hyperlink.
Click the Promotion Specific Attributes view tab.
In the Cancel Action field, select a Cancel Action.
When you are finished creating all attributes for the program, select the program form’s Active check box.
To Cancel a Transaction
The following procedure describes how to cancel a transaction.
To cancel a transaction
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Transactions view tab.
In the Transactions list, use a query to find the transaction that the member wants to cancel.
With that transaction selected, click Cancel Transaction.
Siebel Loyalty creates a new redemption transaction which undoes the effect of the cancelled transaction. The Cancelled Transaction ID field of this new transaction displays the Transaction Id of the transaction that was cancelled.
In the record for the new redemption transaction, in the Status field, choose Acceptable (if your company does not require manager approval) or Submitted (if your company does not require manager approval) to process the new transaction.
When you cancel a transaction, it debits points that are closest to expiration, as a standard redemption transaction does, but it also debits qualifying points and lifetime qualifying points.
Restricting Transactions Based on Membership Status
A membership service representative can restrict the accrual and redemption transactions, based on a Siebel Loyalty member’s membership status.
To restrict transactions based on membership status
Navigate to the Loyalty Program Administration screen.
Locate the program that the restrictions applies to and click its Program Id hyperlink.
Clear the program form’s Active check box.
Click the SoM Restrictions view tab.
Add a new record to the SoM Restrictions list, and complete the necessary fields. Some fields are described in the following table.
Field Description Status
Select the membership status that the restrictions apply to.
Custom member statuses can also be created. For more information about defining member statuses, see Defining Loyalty Member Statuses.
Restrict Accrual
If Restrict Accrual is selected, then members in this given status do not accrue points for their activities.
Restrict Redemption
If Restrict Redemption is selected, then members in this given status are not able to redeem points.
When you are finished creating all restrictions for the program, select the program form’s Active check box.
Entering and Modifying Loyalty Members’ Service Requests
Members can enter service requests in the Loyalty Web site or can contact member service representatives with their service requests.
Member service representatives must be designated to view and deal with these service requests. One or more employees must be designated to assign service requests entered through the Web site to the appropriate owner.
Member service representatives must change the value in the Status field as they work on and close the service request.
To enter, view, or modify a member service request
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Service Requests view tab.
To view or modify a service request, locate it in the Service Requests list and make any necessary changes.
To add a service request, add a new record to the Service Requests list, and complete the necessary fields. Some fields are described in the following table.
Field Description Summary
Enter a description of the service that the member requests.
Account
If the member is an account or partner, then select the company name.
Last Name
If the member is an individual or household, then select the member name.
SR Type
Choose the SR Type for the service request, for example, Incident, Known Error, Problem, or Request for Change.
Owner
By default, the employee, partner, or customer who enters the service request is the owner. If necessary, select the appropriate owner to deal with the service request. The service request is visible to the owner in My Service Requests view.
Managing Loyalty Members’ Vouchers
A voucher entitles a member to a specific product or service. For example, a voucher might entitle a member to an upgrade on an airline flight or on an automobile rental.
Members are given vouchers in the following ways:
Vouchers are automatically assigned as tier rewards. For more information, see Defining Vouchers as Tier Rewards.
Vouchers are automatically assigned by promotions using the Assign Voucher action. For more information, see Creating Actions for Loyalty Promotion Rules.
Vouchers are manually assigned by a member services representative, as described in this topic.
Member service representatives can give vouchers to members and must record the dates when vouchers are redeemed.
Before the member service representative can give the voucher, a loyalty administrator must create it. For more information, see Creating Vouchers for Loyalty Members.
Giving Vouchers to Members
Member service representatives can give vouchers to members for a number of reasons, depending on your business model. For example, if a flight was delayed, then all members on that flight might get a voucher for an upgrade on a future flight.
To give a voucher to a member
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Vouchers view tab.
Add a new record to the Vouchers list, and complete the necessary fields.
The voucher's expiration date is automatically calculated based upon the expiration rule defined in the voucher product.
Viewing Information About Members’ Vouchers
Member service representatives can view information about a member’s vouchers, such as information about when vouchers are valid and what discount a voucher gives. This is useful if members call to ask for information about their vouchers.
To view information about a member’s vouchers
Navigate to the Loyalty Members screen.
In the Members list, select the member you want and click its Member Number (#) hyperlink.
-
Click the Vouchers view tab.
This view lists the members’ vouchers. Some fields are described in the following table.
Field Description Transaction Id
Displays the transaction id of the transaction that caused this voucher to be assigned to the member.
Discount Type
Displays either Absolute Value or Percentage.
Voucher Discount Value
Displays a number specifying the quantity of the discount. For example:
If the Discount Type is Percentage and Voucher Discount Value is 10, then the voucher gives a discount of 10%.
If the Discount Type is Absolute Value and the Voucher Discount Value is 20, then the voucher gives a discount of $20 (or 20 of whatever currency is used).
Transaction Item
For a Package Redemption, displays the Transaction Item that caused the voucher to be generated.
Status
Displays the status of the voucher, for example, whether it is available, already used, or expired.
Quantity
Displays the quantity of this voucher that the member has.
Start Date
Displays the date when the voucher can first be used.
Expiration Date
Displays the date after which the voucher cannot be used.
Voucher Basis
Displays the reason why the member received the voucher. Options are:
Tier Reward. The member received the voucher automatically, as a reward for changing tiers. For more information, see Defining Vouchers as Tier Rewards.
Redemption. The member received the voucher as a result of redeeming points or points and pay.
Amount
Displays the amount of the voucher, as it was defined in the Action view of the promotion used to assign the voucher.
Used Date
If the voucher has already been used, then this field displays the date when it was used.
Currency Exchange Date
Displays the currency exchange date of the voucher, as it was defined in the Action view of the promotion used to assign the voucher.
Using Vouchers
Vouchers are used by associating them with a transaction. Members can use two types of vouchers:
A specific voucher. The member presents a voucher with a unique identifier, the voucher number.
A generic voucher type. The member does not present a specific voucher number, but instead makes Siebel Loyalty use one or more vouchers of some general voucher type. For example, an airline customer can have Siebel Loyalty use three 500 mile upgrade vouchers. When the member uses a generic voucher type, Siebel Loyalty automatically uses the vouchers that are closest to expiring.
Members can use vouchers with either an accrual transaction (for example, by using upgrade vouchers on airline flight) or a redemption transaction (for example, by using vouchers to get a free hotel stay).
To use a voucher
Navigate to the Loyalty Members screen.
In the Members list, select the member you want and click its Member Number (#) hyperlink.
Click the Transactions view tab.
Create an accrual or a redemption transaction, and enter all required fields.
Use the voucher in one of these ways:
Choose a specific voucher in the Voucher Number (#) field.
Specify the generic vouchers used by selecting a type in Voucher Type field and entering a quantity in the Voucher Qty fields.
Submit and process the transaction.
Click the Vouchers view tab.
In the Vouchers list, verify that the chosen voucher (or vouchers) has the field values shown in the following table.
Field Value Status
Used
Processed Date
today’s date
Used Date
the transaction's transaction date
Changing Loyalty Members’ Tier Status Manually
Tier status is automatically calculated based upon the number of qualifying points a member has earned.
In special situations, you might want to manually change a member's tier status. For example, a consultant who travels continuously is a Platinum member, but this consultant is assigned to a project that requires no travel for nine months. By default, the consultant would lose Platinum status. Because you know the consultant will be a valuable customer again after this project is completed, you manually assign the customer Platinum status.
Before changing a member’s tier status manually, a member service representative must investigate whether the member must be awarded a special status. This decision depends on your business model, but before doing it, the member service representative might evaluate the member by:
Entering and Submitting the Special Tier Status
When member service representatives decide that members must be awarded the special status, they enter the status and submit it to a manager for approval.
To enter and submit a special tier status
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Tiers view tab.
Select the tier record that is to be changed.
Click Revise.
A new record is created with the same value in the Tier Class field as the record you selected.
In the new record, complete the necessary fields. Some fields are described in the following table.
Field Description Tier
Select the tier to which you want to promote the member.
Start Date and End Date
Displays values that are automatically calculated. If you want the tier's start and end dates to be different than these values, then these must be entered by the manager who approves the change.
Note: If you enter a new start and end date for the tier now, then those dates are overridden by the Loyalty Engine when the tier change is approved.Submit To
Select the manager who must approve this request or enter the manager’s user name.
The tier's status changes to Pending until the manager approves the change.
Approving or Rejecting the Manual Tier Change
The responsible manager reviews the request for the manual tier change and approves it or rejects it.
To approve or reject the special tier status
Navigate to the Loyalty Members screen.
In the link bar, click Member Tier for Approval List.
The My Tier Approvals list appears, with all the tier changes that this manager must approve.
Do one of the following:
To approve the special status, click Approve.
The Approval Status becomes Manual - Approved and the tier's Start Date and End Date are automatically calculated by the Loyalty Engine. If you want to enter a different Start Date or End Date, then do so now. In the Member, Tiers view, you can see that this new tier is now the active tier for this tier class.
To reject the special status, click Reject.
The Approval Status becomes Manual - Rejected. In the Member, Tiers view, you can see that the old tier for this tier class is still the active tier, while the new tier displays as rejected and is inactive.
If an additional level of approval is required, then select the manager who must give this approval in the Submit To field.
Creating a Loyalty Membership Card Manually
Members use their membership cards to show that they are members of a specific loyalty program or of a specific tier in that program.
For example:
In the retail industry, members often must swipe their membership card before making purchases in order to receive points.
In the airline industry, members usually must show their membership cards to prove their tier status in order to be able to use special lounges.
Membership cards are generated automatically when members join a loyalty program or receive a new tier status.
Member service representatives can also generate membership cards manually. This feature is useful if members lose their cards.
Siebel Loyalty checks the membership card status and expiry date while processing an accrual from a point-of-sale device in order to validate the membership card.
To create a membership card manually
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Membership Cards view tab.
In the Membership Cards list, locate the card that is being replaced and change its status to Lost or Stolen.
Add a new record to the Membership Cards list, and complete the necessary fields. Some fields are described in the following table.
Field Description Tier
Select the member’s tier, which you can find in the Member form which precedes the Memberships Card list.
Expiration Date
Enter the date when the membership card expires.
Expiration Date on Card
Displays the date when the membership card expires.
Lending Points to Loyalty Members
If a member has almost enough points to qualify for a desired redemption, then some companies lend the member enough points to qualify. The member pays back the loan with future accruals.
Loyalty does not allow a member to have a negative point balance. Instead, loans are used.
To decide whether to lend a member points, you can perform the task described in Viewing Loyalty Member Details.
Setting the Maximum Loan That a Member Can Receive
Before you can approve the loan to a member, you must set the value of the maximum loan that the member can receive, and this value must be approved by an employee who is authorized to approve loans of that value. For information on how to specify the maximum loan that an employee can approve, see Adding Employees as Loyalty Users.
To set the maximum loan that a member can receive
Navigate to the Loyalty Members screen.
In the Loyalty Members list, click the Member Number (#) of the desired member.
In the More Info form, in the Max Point Loan field, enter the maximum number of points that can be loaned to this member.
If you are authorized to approve loans of this amount, then in the Max Point Loan Status field, select Approved.
If you are not authorized to approve loans of this amount, then in the Submitted field, select the manager who must approve the loan.
Lending Points to a Member
After the member’s maximum loan limit has been approved, the member service representative uses the Loans view to create the loan.
To lend points to a member
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Loans view tab.
Add a new record to the Loans list, and complete the necessary fields. Some fields are described in the following table.
Field Description Type
Select Accrual (automatically populated).
Sub Type
Select Loan (automatically populated).
Product/Service
Select the product that was created to represent the loan. This must be a product with the name Loan or a similar name.
Points
Enter the number of points to be loaned.
Point Type
Select the point type.
Submit To
Select the manager who must approve this request. By default, this field contains the name of the member service representative’s manager. The member service representative can change this value, if, for example, the manager is on vacation.
Status
Select Submitted to submit the loan for approval.
The manager changes the loan transaction's status to Acceptable and clicks the Process button.
The member's available points balance is increased by the loan amount.
Repaying the Loan
When a member earns points in the future, those points are used to pay back the loan.
To set up automatic repayment of loans, Setting Up Points Loan Repayment Workflow.
For manual repayment of the loan, follow this procedure.
To manually repay a loan
With the record for the loan selected in the Loans list, scroll down to see the Repayments list.
Add a new record to the repayments list, and complete the necessary fields. Some fields are described in the following table.
Field Description Product/Service
Select a product.
Points
Enter the number of points to be repaid.
Point Type
Select the point type. This must be the same type used in the loan.
Submit To
Select the manager who must approve this request.
Status
Displays In Progress.
Click the repayment’s Transaction ID field.
Change the transaction’s status to Submitted to submit the transaction for approval.
The manager approves the transaction by changing its status to Acceptable.
Click Process to process the transaction.
Redeeming the Loan
The loaned points remain available to the member until the member uses these points as part of a redemption. When the member redeems the loan by making a purchase, the points are debited from the member’s account.
Restricting Loyalty Point Transfers
In some cases, Loyalty companies might want to restrict point transfers between members.
You can enter restrictions for each:
Transferor or Transferee
Point Type
Membership Type
Tier in Dominant Tier Structure Combination
Minimum Transaction QTY
Maximum Transaction QTY
Annual QTY Limit
To restrict point transfers
Navigate to the Loyalty Program Administration screen.
Locate the program and click its Program Id hyperlink.
Click the Points Transfer Setup tab.
Add a new record to the Point Transfer Setup list and complete the necessary fields. Some fields are described in the following table.
Field Description Limits on
Select either Transferor or Transferee.
Point Type
Select Point Type.
Membership Type
Select the Membership Type. Choices include:
Account
-
Household
-
Individual
-
Partner
Tier
Enter the Tier.
Minimum Transaction Quantity
Enter the Minimum Transaction Quantity. This number cannot be greater than the Maximum Transaction Quantity.
Maximum Transaction Quantity
Enter the Maximum Transaction Quantity. This number cannot be less than the Minimum Transaction Quantity.
Transfer Period Limit
Enter the total number of points a user can transfer in a given calendar year. The Transfer Start Date attribute at the program level determines the time the start date for transfer in the calendar year. The Transfer Start Date, by default, is same as the program start date.
Restricting Loyalty Point Purchases
The purchase of points could have certain limitations, which could differ from member to member based on each member’s Dominant Tier and membership type. For example, a Platinum Tier member might be able to purchase more points in a single transaction (Transaction limits) or even over a period of time (Period Limits), as compared to a Bronze member.
To restrict point purchases
Navigate to the Loyalty Program Administration screen.
Locate the program and click its Program Id hyperlink.
Click the Point Purchase Setup tab.
Add a new record to the Point Purchase Setup list, and complete the necessary fields. Some fields are described in the following table.
Field Description Point Type
Select Point Type.
Membership Type
Select the Membership Type. Choices include:
Account
-
Household
-
Individual
-
Partner
Tier
Enter the Tier.
Minimum Transaction Quantity
Enter the Minimum Transaction Quantity.
Maximum Transaction Quantity
Enter the Maximum Transaction Quantity.
Purchase Period Limit
Enter the total number of points a user can purchase in a given period of time. This can be based on the Purchase Start Date attribute at the program level.
Merging Loyalty Program Members
You can merge one or more Loyalty member accounts into another member account.
For example, a merge can be useful if someone enrolled in the same Program twice by mistake and accrued points in both memberships. You can use a merge to combine these two memberships into one.
A merge can also be useful if someone enrolled in a Program as a household, but other people from the same household enrolled in the same program as individuals. You can use a merge to combine the household and individual members as a single household member.
During the member merge, there are two kinds of members:
Remaining Member. The member that remains active after the merge. You must select this member last when you do the multiselect before the merge.
Deactivated Members. The members that are deactivated after the merge. These are the members that you do not select last before the merge.
You must follow these guidelines for the merge to be successful:
All the members must be enrolled in the same program.
If the remaining (active) member is an individual, then all deactivated members must be individuals.
If the remaining (active) member is an account or household, then the deactivated members can be of any type.
Results of the Member Merge
This topic describes how data from all the records are merged into the remaining (active) record when you perform the merge:
Points. Siebel Loyalty adds up the Available, Lifetime and Qualifying Points of all members, and it gives the total to the remaining member.
Last Transaction. Siebel Loyalty compares the dates when the last transaction was processed for all members, and it uses the latest date as the last transaction of the remaining member.
Contact Campaigns, Activities, Transactions, Vouchers, Service Requests, Statements, and Membership Cards. Siebel Loyalty gives the Contact Campaigns, Activities, Transactions, Vouchers, Service Requests, Statements, and Membership Cards of all the members to the remaining member. Siebel Loyalty combines the transaction history of all the members into a single transaction history and combines the service request history of all the members into a single service request history.
Tiers. Siebel Loyalty allows the remaining member to retain the highest tier or the two tiers. In addition, the member's tier is recalculated based upon the new combined point total at the next regularly scheduled tier recalculation.
Tier History. Siebel Loyalty gives the combined tier histories of all the members to the remaining member. This means that the tier history shows overlapping tiers in the same tier class for the same date.
Contact-Level Information. For information stored at the Contact level, such as the Travel Profile:
If the same contact was used for all memberships, then Siebel Loyalty keeps the remaining member’s information.
If different contacts were used and these are individual memberships, then Siebel Loyalty keeps the remaining member’s information.
If different contacts were used and these are household or account memberships or an individual membership being merged into an account or household membership, then Siebel Loyalty adds all contacts to the remaining membership. The user decides which of these contacts to keep.
Enrolled Promotions. The enrolled promotions of all members are combined.
Member Attributes
During the member merge process, member attributes are merged but member field attributes are not. By default, the member merge has the following results for member attributes:
If member attributes cannot be added together, then Siebel Loyalty keeps the attribute value of the remaining member. For example, this applies to member attributes with values such as yes or no.
If member attributes can be added together, for example, numeric totals, then they are added.
You can specify how member attributes are added by selecting an option in the Merge Action field of the Loyalty Program Administration screen, Program Level Attributes, Member Attributes view. For example:
If Sum is selected in the Merge Action field for this member attribute, then the merge sums the values for that attribute for all the members and gives the total to the remaining member. This feature is useful, for example, if there is a member attribute to store the number of miles traveled by a member and you want the merge to sum the miles given by all the members and give the total to the remaining member.
If Standard is selected in the Merge Action field, then the merge gives the remaining member the same value that the remaining member had for this attribute before the merge. This setting is useful, for example, when the attribute is text for which an operation such as Sum has no meaning.
The values that are available in the Merge Action field depend on the data type of the attributes, as shown in the following table.
| Data Type | Values for Merge Action Field |
|---|---|
| Date |
Earliest. Replaces date with the earliest date for the attribute. Latest. Replaces date with the latest date for the attribute. Standard. Keeps the date for the attribute that the remaining member had before the merge. |
| Integer, Number |
Max. Replaces number with the maximum number for the attribute. Min. Replaces number with the minimum number for the attribute. Sum. Replaces number with the sum of the numbers for the attribute for all members. Standard. Keeps the number for the attribute that the remaining member had before the merge. |
| String |
Standard. Keeps the value for the string that the remaining member had before the merge. |
Changing the Results of the Merge by Setting User Properties
The following results of the merge can be changed by using Siebel Tools to change the user properties for the LOY Member business component:
-
Delete Merged Tiers. If this user property is set to Y, then the remaining member retains the highest tier of the two tiers. If it is set to N, then the remaining member keeps all tiers of all merged members.
-
Delete Merged Contacts. If this user property is set to Y, then the remaining member keeps only the contacts that the remaining member had before the merge. If it is set to N, then the remaining member keeps all Contact records of all merged members.
-
Delete Non-Qualified Merged Promotions. If this user property is set to Y, then the remaining member keeps only the promotions that the remaining member was enrolled in before the merge. If it is set to N, then the remaining member keeps all promotions of all merged members.
Performing the Member Merge
Use this procedure to perform the member merge.
To merge a member with another member
Navigate to the Loyalty Members screen.
In the Members list, multiselect all the records you want to merge, while holding down the Shift key.
Note: Be sure to select the deactivated members first and the remaining (active) member last. Siebel Loyalty merges all the selected records into the last-selected record.In the application-level menu, choose Edit, Merge Records.
In the Merge Records confirmation message window, make sure the displayed Member Number (#) is that of the intended remaining member, and click OK.
All the merged members’ points, activities, vouchers, service requests, promotions, member attributes, and referrals are added to the remaining member’s existing items. Member field attributes are not merged.
Note: Deactivated members’ records are retained with the Status of Merged.
Generating, Viewing, and Printing Loyalty Members’ Statements
Statements are the main method used to communicate with members. They include information about the member’s current tier, point balance, recent transactions, and available and used vouchers. Marketing materials also are often sent with statements.
Members can receive statements by mail or by email, depending on their communication preference.
You can generate statements manually, or you can create a workflow that generates them automatically based on the Statement Frequency field of the Tier record, described in Defining Tier Classes and Tiers. You can integrate with a third-party fulfillment service and send the information for statements to the fulfillment house to be printed and mailed to members.
Siebel Loyalty stores a record of all statements that have been sent to members. If a member calls with a question about the statement, then the member service representative can look up the information in the statement.
Member service representatives can also view the statement report and can print this statement manually. The statement report takes all the data and totals tracked with a statement and puts it in a format that can be mailed, faxed, or emailed as an attachment to a member. It is the same as the statement that is mailed to the member.
Generating a Statement
The following procedure describes how to generate a statement.
To generate a statement
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
In the Member form, click Generate Statement.
In the dialog box, select the statement type, enter the start date and end date for the statement, and click Submit.
An electronic record of the statement is created.
Viewing Statement Information
The following procedure describes how to view statement information for a member.
To view statement information for a member
Navigate to the Loyalty Members screen.
In the Members list, select the member and click its Member Number (#) hyperlink.
Click the Statements view tab.
In the Statements list, click the Statement Number (#) hyperlink to view details about that statement:
The Statement form and More Info form include general information about the statement. Some fields are described in the following table.
Field Description Start Date
Displays the start date of the statement.
End Date
Displays the end date of the statement.
Available PT 1
Displays the balance of point-type-1 points available at the end date of the statement.
PT 1 Qual This Statement
Displays the number of point-type-1 qualifying points received during the period of the statement.
PT 1 Non-Qual This Statement
Displays the number of point-type-1 nonqualifying points received during the period of the statement.
PT 1 Qual TC1 This Period
Displays the balance of point-type-1 points at the end of the period of the statement that are qualifying points for Tier Class 1.
PT 1 Needed TC1
Displays the number of point-type-1 points that are needed to reach the next tier in Tier Class 1.
Next Tier TC1
Displays the next tier that this member can reach in Tier Class 1.
The Memberships Card view lists all the membership cards for this member. For more information about membership cards, see Creating a Loyalty Membership Card Manually.
The Transactions view lists all the member’s transactions for the period of the statement. For information about transaction fields, see Entering Loyalty Members’ Orders.
The Vouchers Outstanding view lists any vouchers that are available to the member. For more information, see Managing Loyalty Members’ Vouchers.
The Vouchers Used view lists any vouchers that the member used during the statement period. For more information, see Managing Loyalty Members’ Vouchers.
The Frequency Bonuses view lists the points that a member received as the result of a frequency promotion. Some fields are described in the following table. These point accruals do appear in the Transactions view because they are not associated with one individual transaction, they are the result of several related transactions. For example, if a promotion gave a member a 1,000-point bonus after completing three SFO - BOS flights, then each flight is listed as a transaction in the Statement, Transactions view, and the 1,000 points is listed in the Statement, Frequency Bonuses view. For more information about frequency bonuses, see Types of Loyalty Promotions.
Field Description Point Type
Displays the point type needed to qualify for this bonus.
Qual
If this check box is checked, then only qualifying points count toward the bonus. If it is not checked, then only nonqualifying points count toward the bonus.
Number (#) of Points
Displays the number of points needed to qualify for this bonus.
Expiration Date
Displays the date when the bonus offer expires.
Process Date
If the member has qualified for the bonus, then this field displays the date when Siebel Loyalty gave the member the bonus.
Printing a Statement
The following procedure describes how to print a statement.
To print a statement
Navigate to the Loyalty Statements screen.
In the Statements list, query for the desired member.
Click the Statement Number (#) of the statement you want to print.
Click the Reports icon, and the Generate Report pane is displayed.
Complete the fields, then click Submit to generate the report.
Click My Reports to navigate to the Reports view of the BI Publisher Reports screen, then drill down on the relevant Report Name field in the Reports view to display the report.
You can now print the report. For additional information on generating and printing reports, see Siebel Fundamentals Guide.
Bulk Loyalty Membership Administration
You can manually administer changes that apply to multiple Loyalty members. Bulk membership administration is described in the following topics:
About Bulk Loyalty Membership Administration
For bulk membership administration, the input file can be formatted as a flat file, an XML file or a CSV file. This input file is read into a Siebel property set using Siebel EAI. This property set is then broken down into smaller work units, each typically containing about a hundred records. Each work unit is then passed as input to the method ProcessWorkUnit(). This method delegates processing to the Siebel Workflow described in LOY Bulk Member Admin Process Workflow.
The work units are processed asynchronously, making use of available CPU capacity, which allows the user to continue using Siebel Loyalty during processing. The work units are processed in parallel, improving performance.
Enabling Bulk Loyalty Membership Administration
To enable bulk Loyalty membership administration, you must activate the server component group named Systemaux, which contains the component File System Manager, used for bulk membership administration.
To enable bulk Loyalty membership administration
Navigate to the Administration - Server screen, then the Servers and the Component Groups view.
In the Component Groups list, select Systemaux.
Click the Startup button.
Controlling the Size of Work Units
The number of records in each work unit is controlled by the business service property named Work Unit Size which is under the LOY Member Admin Service. Using Oracle’s Siebel Tools, you can set the value of this user property to any quantity up to 100.
Use a larger work unit size if you typically process large numbers of records. For example, if you typically process 10,000 records, then a work unit size of 10 is too low, because you need 1,000 child workflow instances to process all the records, which would slow performance. As a general rule, use a work unit size of 100 if the number of records processed is high, more than about 10,000, but lower the work unit size to 50 if the number of records processed is about 1,000.
Configuring a Log Directory for Work Unit Processing
You must configure a directory to store the log files generated during work unit processing. The following procedure describes this task.
To configure a log directory for work unit processing
Create a directory in the location where you want to store work unit log files and assign it the name
Logfiles.In Siebel Tools, update the Logfile user property of the LOY Member Admin Service business service to specify the full path of the
Logfilesdirectory you created.Deliver your changes to the Siebel runtime repository.
Administering Bulk Promotion Enrollment
Bulk promotion enrollment enables you to enroll a large number of members in a promotion and to reward members for this enrollment.
Bulk promotion enrollment is useful because:
It enables administrators to enroll large volumes of members in a promotion instead of using the product interface to enroll one member at a time.
It enables administrators to manage member promotion enrollment if there is a disruption of service, for example because the call center is not operating or the Siebel Loyalty user interface is not available.
It enables administrators to manage member promotion enrollment for privileged members directly, without going through the member service representative.
Here is a case where it is useful to enroll new members in promotions using a bulk process rather than enrolling each new member manually. As part of a marketing campaign, an airline has segmented Loyalty members based on demographics, and it wants to enroll all Platinum members with certain demographic characteristics in a month-long reward promotion to introduce a new route that it is flying. It has created the promotion, and it must enroll over 2,000 members in it. To enroll this large number of members in the promotion, the administrator:
Creates an accrual promotion that requires enrollment.
Runs a bulk promotion enrollment to enroll all the members in the accrual promotion.
Create the promotion that you want to enroll members in, before you run the bulk enrollment.
To administer a bulk promotion enrollment
Navigate to the Loyalty Program Administration screen.
In the Programs list, select a program and click its Program Id hyperlink.
Click the Bulk Membership Administration view tab.
Add a new Bulk Membership Administration record, and complete the necessary fields. Some fields are shown in the following table.
Field Value Action Type
Promotion Enrolment.
Reason Code
Select the reason for this bulk enrollment.
Input Format
Select the format of the file that lists the members to enroll. Options are:
CSV. Member numbers of the members being enrolled must be in a file with comma-separated values.
XLS. Member numbers of the members being enrolled must be in a Microsoft Excel spreadsheet.
Analytics Segment. Members enrolled are specified by an analytics segment defined in Siebel Marketing.
Promotion
Select the promotion that these members will be enrolled in.
Incentive Choice
If there are incentives for enrolling in this promotion, then select the incentive that these bulk enrollees receive.
To run bulk membership enrollment and enroll the members you specified, click Run.
Administering Bulk Tier Changes
Bulk tier change administration involves manually managing Loyalty members’ Tiers by selecting a certain group of members and changing their Tier at the same time.
Before the member service representative can make bulk tier changes, a loyalty administrator must create a points adjustment product. For more information about setting up products, see Siebel Product Administration Guide.
Once the purchase points adjustment product is created, a loyalty administrator must also associate the Manual Credit and Manual Debit products with a service. For more information, see Setting Prices for Member Services.
To administer bulk tier changes
Navigate to Loyalty Program Administration.
In the Programs list, select a program and click its Program Id hyperlink.
Click the Bulk Membership Administration view tab.
Add one or more new records to the Bulk Administration list and complete the necessary fields. Some fields are described in the following table.
Field Description Action
Select Change Tier.
New Tier
Select the tier to be assigned to the list of members.
Tier Start Date
Enter the start date of the tier.
Tier End Date
Enter the end date of the tier.
Input Format
Select the format to input the list of members. Options are: XML, CSV, or Analytics Segment.
File
If you selected XML or CSV as the input format, then enter the path and file of the member list.
This field is inactive is you selected Analytics Segment as the input format.
Segment
If you selected Analytics Segment as the input format, then select the segment to be used.
This field contains all the segments created in Siebel Marketing. For more information, see Administering Bulk Actions Using Analytics Segments.
Reason Code
Select a reason for making the adjustment.
Click Process.
Administering Bulk Point Updates
Bulk point administration involves manually managing Loyalty members’ points by selecting a certain group of members and either debiting or crediting their point balances.
Before administering bulk point updates, make sure the following requirements are in place:
The Admin - Manual Credit promotion and the Admin - Manual Debit promotion exist.
You have created a point adjustment product with a Type of Loyalty Service.
You have associated the product with the program for which you want to administer bulk point updates as a service product in the Service Product Association view for the program.
Administering Bulk Point Updates
The following procedure describes how to administer bulk point updates.
To administer bulk point updates
Navigate to Loyalty Program Administration.
In the Programs list, select a program and click its Program Id hyperlink.
Click the Bulk Membership Administration view tab.
Add one or more new records to the Bulk Administration list and complete the necessary fields. Some fields are described in the following table.
Field Description Action
Select Adjust Point.
Adjustment Type
Select the adjustment type. Options are:
Credit
-
Debit
Point Type
Select the point type.
Quantity
Enter the number of points that have to be credited or debited to member’s accounts.
Input Format
Select the format to input the list of members. Options are: XML, CSV, or Analytics Segment.
File
If you selected XML or CSV as the input format, then enter the pathfile of the member list.
This field is inactive is you selected Analytics Segment as the input format.
Segment
If you selected Analytics Segment as the input format, then select the segment to be used.
This field contains all the segments created in Siebel Marketing. For more information, see Administering Bulk Actions Using Analytics Segments.
Reason Code
Select a reason for making the adjustment.
Click Process.
Administering Bulk Status of Membership Changes
Bulk status of membership administration involves changing the status of membership for a group of members who are selected based on given criteria. For example, a loyalty manager could select a group of members who have not had any accrual activity in the last year and can set their status to Dormant.
To administer bulk status of membership changes
Navigate to Loyalty Program Administration.
In the Programs list, select a program and click its Program Id hyperlink.
Click the Bulk Membership Administration view tab.
Add a one or more new records to Bulk Administration list and complete the necessary fields. Some fields are described in the following table.
Field Description Action
Select Change Status of Membership.
New Status
Select the new status.
Input Format
Select the format to input the list of members. Options are: XML, CSV, or Analytics Segment.
File
If you selected XML or CSV as the input format, then enter the pathfile of the member list.
This field is inactive is you selected Analytics Segment as the input format.
Segment
If you selected Analytics Segment as the input format, then select the segment to be used.
This field contains all the segments created in Siebel Marketing. For more information, see Administering Bulk Actions Using Analytics Segments.
Reason Code
Select a reason for the adjustment.
Status
Select New.
Click Process.
Administering Bulk Actions Using Analytics Segments
It is possible to use analytics segments to perform bulk member administration actions, if you have licensed the Segment Builder view in Siebel Marketing and Oracle Business Intelligence Enterprise Edition. For more information about Siebel Marketing, see Siebel Marketing User Guide.
For more information about Oracle Business Intelligence Enterprise Edition, which was formerly known as Siebel Business Analytics, see the relevant documentation for the version of the software that you are running:
For versions earlier than 10.1.3.2, see Oracle's Siebel Business Analytics Platform documentation.
For versions 10.1.3.2 or later, see the Oracle Business Intelligence Enterprise Edition documentation.
This documentation is on Oracle Technology Network.
To administer bulk actions using analytics segments
Populate the segment data needed for bulk member administration as follows:
- Create Segments in the Segment Builder view based on Loyalty Member data.
Populate the staging table S_LOY_OLAPSTG with the member data in a segment for a given Loyalty Program.
Modify the workflow LOY Bulk Action Process so it refers to the segment ID as a Process property. Then activate and redeploy the workflow.
This segment Id is the CALL_LST_ID in the S_LOY_OLAPSTG staging table.
Optionally, you can also specify the Staging table business component name as a user property in the Generic Import Business Service by enabling the Segment field in the business component and applet with the segment lookup based on the S_LOY_OLAPSTG table.
You can do this if you want to configure some other business component on the existing S_LOY_PLAPSTG table.
Administer the bulk transaction, as you administer the other types bulk transactions:
-
Navigate to Loyalty Program Administration.
In the Programs list, select a program and click its Program Id hyperlink.
Click the Bulk Membership Administration view tab.
Click New to add one or more new records to Bulk Administration list.
Complete the necessary fields in each record:
In the Input format field, select Analytics Segment. This option refers to the Loyalty Member data derived using Oracle Business Intelligence Enterprise Edition.
In the other fields, enter the appropriate information, which depends on the type of bulk transaction you are performing, as described in the procedures about different types of bulk transactions earlier in this topic.
-
Click Process.
-
Viewing Bulk Action History
After administering bulk transactions, you can view the history of how these transactions were processed. The history view is hierarchical: each bulk transaction has a plus (+) or minus (-) icon next to it, which you can click to view or to hide all of the work units used to perform that transaction. For more information about work units, see About Bulk Loyalty Membership Administration.
This history enables you to see how many records were processed and how many were rejected in the bulk action.
If records were rejected in the bulk action, then click the error log generated for each work unit to see why they were rejected. Modify the records to correct the cause of the rejection. Then resubmit those records in a new bulk action.
To view bulk action history
Navigate to the Loyalty Program Administration view.
Click the Program Id field of the program that you want.
Click the Bulk Member Administration view tab.
Click the Bulk Action History link.
Administering Bulk Accruals
If you import transactions into Siebel Loyalty, then they do not go through the usual transaction validations. Therefore, you must administer bulk accruals as follows:
First import all the transactions into the staging table.
Schedule the LOY Bulk Import Accrual process workflow to run as a background process.
The workflow validates the transactions. The status of transactions that pass the validation remain as In Progress. The status of transactions that do not pass the validation are set to Failed.
All the transactions that passed the validation can be imported into the EIM transaction table. From there, they are imported to loyalty tables.
All the failed transactions can be sent to the appropriate partners for validation.
About Importing Loyalty Members and Transactions Using Siebel EIM
You can use Siebel Enterprise Integration Manager (EIM) to perform bulk imports of loyalty members and transactions into the Siebel database from other data sources. Detailed information on using Siebel EIM to import data into the Siebel database is provided in Siebel Enterprise Integration Manager Administration Guide. This topic outlines information that is specific to importing loyalty member data into the Siebel database.
About Assigning Loyalty Server Keys
The recommended method of bulk importing loyalty members and transactions into the Siebel database is to import the data into the EIM tables EIM_LOY_MEMBER and EIM_LOY_TXN, then process transaction data with the Loyalty Batch Engine to make sure that members’ balances and point blocks are updated appropriately.
To enable the imported loyalty member transactions to be processed by the Loyalty Batch Engine, each imported member must be allocated a valid server key number. You can specify a server key number for each member to be imported in the MEMBER_MEM_KEY_NUM field in the EIM table EIM_LOY_MEMBER. For performance reasons, it is important that the server keys are distributed evenly across the imported members, so do not assign the same key to all members. For detailed information on how to assign server keys, see Setting Up Server Keys for Siebel Loyalty.
Administering Batch Enrollment
You can process batches of the following transaction types:
New membership applications. You can process a batch of new membership applications. For example, Alpha Retail is in partnership with Beta Cards, and wants to offer membership in the Alpha Retail loyalty program to all Beta Cards members. Beta Cards sends an XML (extensible markup language) file of its electronic records to Alpha Retail, and Alpha Retail processes the enrollment.
Membership data updates. You can process a batch of updates to existing records. For example, Alpha Retail typically receives many membership applications on hand-written paper forms. Each form has a preprinted membership number. Alpha Retail creates memberships with just a membership number, and no data, before it distributes the application forms. When Alpha Retail receives the handwritten application forms, it uses an ICR (intelligent character recognition) system to convert the handwritten information to electronic format, and batch processes the electronic applications.
Membership renewals. You can process a batch of renewals for memberships that are about to expire. For example, Alpha Retail emails membership renewal notices to all existing members whose membership expire in 30 days. The email states their current point balances, and lists renewal fees with pricing options in Points, Pay and Points plus (+) Pay. A renewal request form is attached to the email. Members print the renewal request form and hand-write their choices, then mail the completed form back to Alpha Retail. Alpha Retail uses an ICR (intelligent character recognition) system to convert the handwritten information to electronic format, and batch processes the electronic renewals.
For more information on batch processing new membership applications, membership data updates, and membership renewals, see the topic about the Loyalty Member Service Web service in Siebel CRM Web Services Reference.