Loyalty

This ERD (see the following figure) illustrates how programs and promotions are created for customer loyalty. Partner companies can have an association with a loyalty hosting company to create a loyalty program. A program is the highest level entity in Siebel Loyalty. Members, tiers, promotions, point values, and so on are all specific to a single program. The members of the loyalty program can be individuals, households or accounts. A loyalty member can accrue or redeem points based on their individual transactions. Pricing rule, Pricing Range, Point Subtype, Incentive Choice, and Partner Statement entities support enhancements to features such as Post-Paid and Pre-Paid Partnership Management, Promotion Registration Service and so on.

Accrual, redemption, promotion, enrollment, member administration, partner administration and other functions are described in more detail as follows:

  • Accrual Processing. Allows unified partner point type for simplified billing. Accrual templates are used for configurable transaction validations. Multiple partner debits for joint promotions enable cost sharing among partners. User-defined controls and billing triggers are provided to manage partner point balance. Allows joint rewards to benefit the organization for employee’s business transactions.

  • Promotion. Supports range-based points calculation as well as issuing vouchers as an accrual reward. Promotion criteria now includes product and partner attributes and leverages target lists of members linked to marketing campaigns or generated using analytics.

  • Redemption. Supports distance-based zones to support air redemption pricing used by some airlines and carriers. Multiple currency and multiple modes of payment are allowed. Automated point loans can be assigned to members with an insufficient balance for redemption, based on their tier status. Variable redemption pricing enables member differentiation. OOTB business services support end-to-end redemptions from third-party interfaces. A voucher-based redemption model supports service awards.

  • Member Administration. Automated tier upgrades recognize member relationships. Tier assessment enhancements support additional models like anniversary-based, fixed-date and rolling-period models. Tier change approvals prevent key members from automatic downgrade of their membership status. Bulk member administration facilitates effective service recovery through dynamic targeted rewards. User-defined membership statuses manage the membership life cycle.

  • Enrollment. The member data model has been enhanced for enriched analytics and segmentation. Batch enrollment processing has been enabled for bulk member creation and pre- created memberships enable instant member acquisition.

  • Outbound Communication. Outbound communication will be triggered when certain events occur. Content is now generated in XML format for compatibility with third-party fulfillment applications.

  • Post-Paid and Pre-Paid Partnership Management. Supports both post-paid and pre-paid partnerships. Post-paid partners are billed based on a pay-as-you-go basis. The bill frequency can be based on time or a threshold value. Credit limits can be set for pre-paid partners; the partners cannot reward points to the members beyond the limit. After the limit is reached, they have to reorder for points. Partner statements can be generated.

  • Point sub-type related data-model enhancements. Point subtype information is captured to aid points administration.

  • Points Reactivation: Enables reactivation of points. Loyalty members’ point balances expire if not used for a given expiration period. Upon request by a loyalty member, these points can be reactivated with some charges applied to the member’s account.

  • Gift Miles Service. Loyalty members are allowed to gift accrued points to other members.

  • Promotion Registration Service. Incentive choices are available at the promotion level.

  • Airport-Zone Map for Coterminal Identification. Tracks zone details of airports. Loyalty programs can use zone details to allow members to accrue points based on zone travel.

Loyalty: This image is described in the surrounding text.

The following table lists the entities in this ERD and their corresponding tables.

Entity Table

Account

S_ORG_EXT

Accrual Item

S_LOY_ACRL_ITM

Accrual Item Detail

S_LOY_ACRL_DTL

Accrual Template

S_LOY_ACRL_RULE,S_ACRL_RULE_ITM

Activity

S_EVT_ACT_LOYX

Attribute Definition

S_LOY_ATTRDEFN

Bucket

S_LOY_BUCKET

Hosting Company

S_ORG_EXT

Household

S_ORG_GROUP

Incentive Choice

S_LOYPR_ICHOICE

Individual

S_CONTACT

Loan

S_LOY_LOAN

Loyalty Program

S_LOY_PROGRAM

Loyalty Program Member

S_LOY_MEMBER

Loyalty Promotion

S_LOY_PROMO

Loyalty Transaction

S_LOY_TXN

Loyalty Transaction Log

S_LOY_TXN_LOG, S_LOY_TXNEN_LOG

Membership Card

S_LOY_CARD

Package Product

S_LOY_TXN_ITEM

Partner Product Offering

S_PGM_ORG_PROD

Partner Statement

S_PROGORG_STMT

Partner Transaction

S_LOY_PRT_TXN

Point Type

S_LOY_ATTRDEFN

Point Subtype

S_LOY_PTSUBTYP

Pricing Options

S_LOY_PROD_PT

Pricing Rule

S_LOY_PRI_RULE

Pricing Range

S_LOY_PRI_RANGE

Product

S_PROD_INT

Program Partner

S_ORG_EXT, S_LOY_PROG_ORG

Purchase Transfer Limits

S_LOY_PURTRN_LM

Redemption Activity

S_LOY_RDM_ACT

Redemption Item

S_LOY_RDM_ITM

Service Product Association

S_LOY_SRV_PROD

Statement

S_LOY_STMT

Status Restriction

S_LOY_MSTAT_PRF

Tier

S_LOY_TIER

Tier Class

S_LOY_TIER_CLS

Tier Reward

S_LOY_REWARD

Travel Information

S_LOY_TRVL_INFO

Voucher

S_LOY_MEM_VCHR