SIMON SYSTEMS (MALAYSIA) CUSTOMER LOYALTY & ENGAGEMENT - - PowerPoint PPT Presentation

SIMON SYSTEMS (MALAYSIA) CUSTOMER LOYALTY & ENGAGEMENT SOLUTIONS

About Us

• Simon Systems (Malaysia) specializes in the

Customer Digital Engagement Solutions

 Customer Loyalty systems  Digital Marketing Solution (Email / SMS Marketing)

• Our team has more than 10 years of Loyalty System

experience, with client presence in Malaysia and Indonesia.

• In Indonesia, we partner with AIMIA Indonesia for Loyalty

Program Consulting and Campaign Execution.

• Our flagship products

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Dexperien : Customer Loyalty Solution



Expresso : Customer Engagement Platform for Expressways

Our Key Clientele

Customer Loyalty System Digital Marketing Campaigns

Our Key Differentiators

Comprehensive Service Offering

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Our technical services is comprehensive and holistic – covering from

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Loyalty Backend System

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Web & Mobile App Software development

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Managed Services & Support

Focus in Customer Loyalty & Digital Engagement

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Team’s experience is primarily focused in Customer Loyalty & Digital Engagement

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Implemented Loyalty System for Financial, Expressways & Retail industry

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System capable of handling large volume of loyalty transaction processing (more than 2 mil trx / day)

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Research & Development of In-house Software Product Flexible Business model

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Software Subscription and Managed Services

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Managed Service covers infrastructure, technical support, system maintenance/operations support (depending on scope needed)

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On-premise or cloud-hosted model

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Dexperien Solution Framework

• Individual Customer
• Corporate Customer
• Member Type
• Member Attribute
• Member Segment
• Product Setup
• Reward Currency
• Merchant Mgmt
• Upgrade Downgrade
• Member Discount
• API Security

ELECTRONIC DELIVERY CHANNEL Customer Mobile Apps Customer Portal Marketing Campaign Analyze

• Transaction Reward
• Campaign Reward
• Activity Reward
• Member Discount
• Promo Code
• Multi-Funder
• Point Adjustment
• Point Transfer
• Reward Calculation E-

Statement Communications

• Email, SMS
• Push Notification
• Evoucher Campaigns
• Trigger messaging
• E-Receipt
• InApp Messaging
• Geo-location messaging

Management

• RFM
• Campaign ROI

API

Firewall Backup Maintenance Disaster Recovery SLA Monitor Load Balancer FTP Helpdesk Monitoring Secure Infrastructure Support Service

• Product Catalogue
• Fast Track
• Instant Redemption
• Cash Reward
• Cashback
• E-Voucher
• Fee Knock-Off
• Partner Exchange
• Fulfillment Tracking
• Fulfillment Portal

Reward Burn Reward Earn System Base Merchant Portal Corporate Portal

Member Management

• Member search - locate

members based on their id, email, phone, name, country, subscription date,

• Member Type- Categorize

members by their spending patterns (e.g.: Blue, Silver, Gold, Diamond)

• Member group – Categorize

into groups for Reward Program Purpose

• Master Account – Group

different members into same account based on IC / Passport Number

Member Management Features

• Categorize Member Types using Attributes – different

attributes will business rules assigned to them

• Group Members into single Master Account – points will be

accumulated under master account for redemption purpose

• User login to portal using single User Id tagged to Master

Account

• Support for One-Time-Password during user registration
• Fine-grained control of Member Status – Active/Inactive and

Redemption Status

• Promo Code for specific reward programs that are selectable

by members – e.g. double points at selected highway locations

Member Management

• Member search - locate

members based on their id, email, phone, name, country, subscription date,

• Member Type- Categorize

members by their spending patterns (e.g.: Blue, Silver, Gold, Diamond)

• Member group – Categorize into

groups for marketing purposes

• Member profile – Detailed

information on member’s profile, loyalty point accumulation, redemption and sales transaction data from one single place.

Detailed Profiling of Members

Age Grouping Income Ranges Ethnicity Religion Interests Occupation Geographic Gender

Deepening Customer Engagement

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Customer Database Engagement programs Integrated Campaigns across multiple channels {EDM, sms, mobile apps} Analyse customer acceptance of various rewards & engagement programs Affiliation, Co-Branding & Partner programs

Reward Issuance Features

• Transaction Reward
• Reward program based on daily usage transaction
• Fine-grained targeting of members based on Member Group, Member Type, Promo

Code and Special Rules (e.g. Birthday)

• Rewards can be Daily calculated or monthly calculated
• Reward Tier – reward based on Points / Rebate
• Campaign Reward
• Reward program based on marketing programs
• Parameters similar to Transaction Reward
• Have time-based parameter
• Have quota allocation based on campaign / member allocation
• Activity Reward
• Reward Program for activity-based or action-based events
• Reward using Points/Rebate

E.g. Card Activation, Member First Time login, Member-Refer-Member, Registration of card, etc

• Increase frequency of campaigns with co-funded

programs

Create Campaigns Co- Funded by Merchants 1 Customer Spend in campaign period 2 Loyalty Members receive Reward 3 Funding from merchants to loyalty program operator Merchant Program Operator 4

Reward Issuance – Multi-Fund Programs

Reward Redemption Methods

• Physical Product

 Points Only  Points + Cash

• Cash Reward
• Cashback
• E-Voucher
• Partner Exchange
• Instant Redemption

Applicable for members with e-Money Account

Reward Program for E-Money Account

• Redemption program

 Rebate

 Rebate accumulated and at end of billing cycle, will be sent to e-

Money Backend System using the Automated Cashback

 Loyalty Points

 Loyalty Points accumulated like any other members  Members can use points to

 Redeem physical products, e-voucher, Partner Exchange points  Redeem as Cash Reward which will have cash amount debited back to e-Money

Backend Account

E-Money for Instore & Online purchase

• Create cashback reward programs that reward cash directly to

customers which are credited into the closed loop prepaid e- money account

• Customers can send money gift cards to friends/family which is

credited to the E-Money account

• E-money can only be used at your store. Customers will therefore

repeatedly visit your store to use the remaining credit

• Customers can pay more quickly, reducing queues at cash register
• Sales per customer can be increased because payment is easy,

making customers buy more

E-Money for Instore & Online purchase

* E-Money platform is using NEC Integrated E-Money System (IEMS) through our collaboration with NEC

E-Money Components

• Reader/writer connected

via USB. It can read/write information from payment media and is controlled by a host computer that can be either an Android tablet

• r smartphone, or a

Windows PC.

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Case Study at AEON Mall Jakarta Garden City

• Customer use E-Money Medium (e.g. NFC Card) to pay for

purchase

Customer purchase at POS 1 Customer scan card at POS 2

Dexperien

3 POS connect to Dexperien via API for point calculation 4

IEMS

POS connect to IEMS via API for e- money transaction

Flexible and easy for customers to enjoy your rewards

Multiple Redemption Options

• E-Voucher
• Use Points as cash during check-out at cashier
• On-line catalog-style redemption module
• Redeem products – points / points + cash
• Special offers - Discounted or Reduced Points redemption offers
• Cash Back

Customer Reward Redemption Portal

Loyalty Program Communications

Communications & Preference Center Middleware

• Recognition as

member

• Gain access to

member only facilities Recognition

• Enjoy special

member discounts

• Invitation to

members’ events Member Privileges

• Accumulate points

when spending at participating merchants

• Use points to redeem

merchandise / vouchers / make payment Loyalty Points

• Member e-newsletter

to update on latest promotion campaign, special discounts, upcoming fairs, etc.

• Targeted e-mailers
• e-points statement
• mobile apps

Member Communication

Interactions SMS, E-mail, Call, Push Notification

Campaign Management

• Campaign Program - create marketing campaigns for tactical promotions such as double points,

triple points, etc.

• Target Audience - Send campaign detail to target member group. Tool is available for user to

group member based on user defined criteria.

• Scheduler - Schedule campaign launching date and time.
• Channel - Select the right tool for your campaign – email , over the counter or web.
• Campaign Template - upload sample campaign template in the form of html and text format.

For example: newsletter and survey question.

Customer Engagement Use case

Page 24

Location based promotion

Page 25

In-App Messaging & Push Notification

In-App Messaging

• Displayed while user is

actively using your app

• Drive interaction and

discovery within app Push Notification

• Displayed when user is not

using your app

• Re-engage inactive users back

into your customer journey

Date Range V to V Boutique Class Brand Recency Range 6 V Frequency Range 5 V Monetary Range 3 V From To To To 5 1 10,000 6 10 3 10,001 20,000 11 15 5 20,001 16 20 8 21 30 31 R F >= 9 8-6 5 - 4 3-2 >= 1 >= 31 days 20 104 120 300 5210 30-21 15 120 420 321 4210 20-16 20 420 210 234 3212 15 - 11 18 231 421 395 2124 10 -6 17 410 310 410 1231 < 5 16 121 421 140 2120 From From 2 4 6 9

Recency Frequency Monetary (RFM)

Add to Member List for Marketing Campaign Export List to CSV

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THANK YOU

Malaysia Vincent Tan (M) - +60 12-312 6252 (E) – Vincent.tan@simon-systems.com Indonesia Rendy (M) - +62 817 911 9633 (E) – reysuki@tractive-Indonesia.com Contact us at: