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R9 - Reward Behavior

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What does this section cover?

Navigating to Rewards Offers

REWARDS APPLICATION > REWARDS > REWARDS OFFERS

Explaining Reward Behavior Rewards Offers Fields

Reward Behavior offers are used to award customer based on their social media activities and their website visits. 

Name

Description

NumberAn auto generated number that uniquely identifies each reward offer
Scheme*The reward scheme that the reward offer belongs to
Type*The type of the reward offer, that will determine it's business behaviour. Reward offer types are filtered based on the organisational unit of the logged in user
Name*The name of the reward offer
Alternative codeThe alternative code of the reward offer
Life cycle state

The life cycle state of the reward offer which can be Effective or Not Effective. By default, reward offers are created as Not Effective

Latest Effective Date

The latest date that the rewards offer become effective. This information is set or updated each time the life cycle state of the reward offer changes from Not Effective to Effective

DescriptionA description of the reward offer
CategoryThe category of the reward offer
This is filtered based on the allowed categories defined in the Reward Offer Type

Owned by Group

The group that owns the specific Reward Offer

Privacy Level

The privacy level of the specific Reward Offer. It is always read only and can be changed through a dedicated action

Validity

Reward offer validity is used to define the period ranges that the reward offer is valid. Two validity options are available:

  • Valid from latest effective date onward (default option)
    • If selected then only customer events which were created from the latest effective date (inclusive) onward will be awarded 
  • Valid for a specific period 
    • If selected then only customer events which were created within those periods, regardless of the latest effective date, will be awarded

AVAILABLE FROM CRM.COM R9

Rewards Awards Validity

Reward Award Validity is used to define the period for which an award is valid for the participant to spend. By default all awarded offers will be always valid unless a Reward Award Validity period is defined in the Reward Offer based on which the Award Transaction was created. Reward Award Validity settings can either specified as:

  • Always valid: No validity period is defined so awarded amount can be spent at any time
  • Valid for a specific period: The awarded amount can be spent only in a specific period of time and this can either be:
    • Valid up to X UOT after the Award Transaction's creation date
    • Valid up until a specific date
Award*

The award that will be given if the offer award conditions are met. The award can be a specific amount or a percentage of the financial transaction amount that triggered the award, although the percentage is not always applicable. This depends on the classification of the reward offer. More specifically:

  • Amount or Percentage can be used if the reward offer is classified as 
    • Utilise free capacity
    • Increase Revenue, Transaction Based
    • Increase Revenue, Product Based
    • Reward Loyalty, Transaction Amount Based
  • Amount only can be used if the reward offer is classified as
    • Reward Loyalty, Transaction Number Based
    • Reward Sign Ups
    • Reward Referrals
    • Reward Behavior
    • Reward on Birthday
    • Reward Subscription Maturity
    • Reward Personal Data Completeness
    • Reward Achievements
    • Just Money
Award conditions*
Behavior Conditions*

The conditions related with  the behavior of the customer. At least one condition should be specified in this section

Award Facebook likes

If enabled then the offer will be awarded to customers that have liked a specific facebook page

Award Website likes

If enabled then the offer will be awarded to customers that have liked a specific web site

Segment ConditionsAdditional conditions which can be set using segments. It is not mandatory to specify a condition in this section
Include Rewards Participants Included in Segment

A list of segments which are used to filter in the customer events that are allowed to be awarded.The criteria consist of the following:

  • Segment: A select box with all the segments having the selected filtered entity as the segment entity
Exclude Rewards Participants Included in Segment

A list of segments which are used to excluded the customer events that are not allowed to be awarded. The criteria consist of the following:

  • Segment: A select box with all the segments having the selected filtered entity as the segment entity
Organisational ConditionsDefines the Groups or Units that submitted the customer event and are allowed to award the offer. It is not mandatory to specify a condition in this section
Allowed Groups / UnitsA list of Groups or Units that can award the offer
Spend conditions
Time ConditionsDefines on which days and /  or at which time, the awarded offer can be spend. It is not mandatory to specify a condition in this section
DayIt defines the days  during which customers can spend awards provided by this offer . All week days are available and can be enabled or disabled
HoursIt defines a set of hour ranges during which customers can spend awards provided by this offer.
X UOT after awardingIt defines an open ended date period, starting from a date which is set to X days, weeks or months after the date that the offer was awarded, during which customers can spend the awards provided by this offer.
Product ConditionsDefines the products that the awarded offer can be spent on. It is not mandatory to specify a condition in this section
Allowed Products / Product Types A list of products or product types that the reward can be spend on.
Organisational ConditionsDefines the Groups or Units that the awarded offer can be spent on. It is not mandatory to specify a condition in this section
Allowed Groups / UnitsA list of Groups or Units that the reward can be spend on.

Creating & Saving, Validations & Restrictions

ActionValidationsAdditional Information
Create
  • All mandatory fields must be provided
  • Multiple reward offers can exist in the system, but each one should have a unique name and alternative code. 
  • The type of the reward offer must be included in the list of allowed reward offer types as defined in the active rewards definition
  • The category of the reward offer is included in the list of allowed categories as defined in the reward offer type that was selected on the reward offer
Save
  • The life cycle state of a reward offer can be effective or not effective. Only effective reward offers can be offered to rewards participants. By default new reward offers are created as not effective, therefore are not immediately available to rewards participants
  • Not Applicable

 

Delete
  • Reward offers cannot be deleted if  any award or spend reward transaction already exists.
  • Not Applicable

Creating a Rewards Offers

  1. Navigate to REWARDS  OFFERS
  2. Search using the criteria available in the summary page
  3. From the top menu click on the NEW to open the Rewards Offers data entry page
    CREATING REWARDS OFFERS

  4. MAIN INFORMATION 

    1. Name
    2. Alternative Code
    3. Reward Scheme: Search and select the Scheme that the offer will belong to
    4. Type: Select the type from the drop down list. Select a type of classification Reward Behavior
    5. Award: Specify the award amount or percentage that will be given if the offer award conditions are met
    6. Category
    7. Description
       

  5. OFFER VALIDITY

    1. Select between the two options:

      1. Valid from latest effective date onward (default option)

        1. If selected then only customer events which were created from the latest effective date (inclusive) onward will be awarded 

      2. Valid for a specific period 

        1. If selected then only customer events which were created within those periods, regardless of the latest effective date, will be awarded


  6. AWARD CONDITIONS

    1. BEHAVIOR CONDITIONS

      1. Award Facebook Likes: If enabled then you must specify the Facebook Page

      2. Award Website Likes: If enabled then you must specify the Website url

    2. SEGMENT CONDITIONS

      1. Include Rewards Participants Included in Segments:

        1. Click ADD 

        2. Select the segment from the list which will be used to filter in the customer events that are allowed to be awarded.

          1. Segment: A select box with all the segments having the selected filtered entity as the segment entity. Segments can be selected if they are related to Reward Participants only

      2. Exclude Rewards Participants Included in Segment:

        1. Click ADD

        2. Select the segment from the list of segments which will be used to exclude the customer events that are not allowed to be awarded. 

          1. Segment: A select box with all the segments having the selected filtered entity as the segment entity. Segments can be selected if they are related to Reward Participants only
    3. ORGANISATIONAL CONDITIONS
      1. Click on ADD and select between
        1. GROUP
        2. UNIT
      2. Use the Search modal to select the Organisational unit you would like to add.

      3. You can select any type of Organisational unit according to the restrictions that you would like to set or none at all.

        Organisational Units Tips

        In order a Reward Participant can meet the criteria and awarded then:

        The Unit of the Customer Events and Spend Requests need to meet the Allowed Organisational Unit Conditions of Award and Spend Conditions respectively under the Reward Offers

  7. SPEND CONDITIONS

    1. TIME CONDITIONS

      1. Days allowed to receive award: Define on which days the customer event should be performed so that participants can be awarded. All week days are available and can be enabled or disabled

      2. Hours Ranges allowed to Receive Award: Click ADD and specify the hour ranges during which the customer event should be performed so that the participants can receive award of this offer

      3. Allow Spending Only After a Period of Time Since the Award Was Offered: Specify the time and the UOT

    2. PRODUCT CONDITIONS
      1. Click ADD and select from the options:
        1. Product
        2. Product Type
      2. Search and select the product/product type that the reward can be spend on
    3. ORGANISATIONAL CONDITIONS
      1. Click on ADD and select between
        1. GROUP
        2. UNIT
      2. Use the Search modal to select the Organisational unit you would like to add.

      3. You can select any type of Organisational unit according to the restrictions that you would like to set or none at all.

        Organisational Units Tips

        In order a Reward Participant can meet the criteria and awarded then:

        The Unit of the Customer Events and Spend Requests need to meet the Allowed Organisational Unit Conditions of Award and Spend Conditions respectively under the Reward Offers


  8. From the Action Menu click on SAVE

  9. LOG INFORMATION

    The following information is automatically set by the system on saving the Rewards Offers

    Log information section keeps all the logging information related to the specific record.

    • Basic set of information available in all entities
      • Created By User: The user that created the entity
      • Created By Unit: The unit of the user that created the entity
      • Updated By User: The user that last updated the entity
      • Updated by Unit: The unit of the user that last updated the entity
      • Date Created: The date the account was entity
      • Date Updated: The date the account was last entity
      • Shared Notes: Section where you can provide additional information, and will be logged in the system, keeping user and time
      • Owned by Group: The group that is owning the entity (if the entity is an explicit viewing entity)
        Owned By Group can be defined by the user. However if it's left empty, the Group of the logged in user will be automatically set  
      • Privacy Level: The privacy level of the entity (if the entity is an explicit viewing entity)
        This will be automatically set if a PLAR is defined, else you can manually set it using Privacy Level Action, after you create it.
        Log Information example 

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