Mechanic Loyalty Program

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1 Mechanic Loyalty Program 1

2 Mechanic rewards Mechanic Loyalty Program very powerful tool Key benefits to mechanic Reward in every pack Permanent rewards it s a loyalty program, not seasonal offer Value of rewards is attractive Additional rewards announced from time to time As process for getting rewards is new, you need to hand-hold the mechanics for initial period Each dealer needs to have at least two mechanics tagged 2

3 Relstar Relationship Program for Mechanics Target Segment : Freelance mechanics, mechanics attached to retailers, mechanics attached to fleet customers Objective : To directly connect with the mechanic who is a key influencer on the buying behavior of a vehicle owner To provide tangible monetary benefits to the mechanic for referring Relstar To bring transparency in the accrual & redemption systems Mechanic benefits Mechanic gets assured reward per liter of influenced sale. Direct relationship with company. Mechanic s dissatisfaction due to poor execution Complete transparency in loyalty accrual and redemption process. Minimum dependency on Retailer. Minimum manual intervention for back office processes. 3

4 How the program operates Mechanic is enrolled into our program & his cell number is registered with us. Mechanic opens the Relstar pack. A unique number is printed is printed on a coupon provided inside the pack. Applicable reward points are mentioned on the coupon. Mechanic sends this number by SMS to a central database which maintains mechanic wise e-passbooks. Number is validated and points are credited in the mechanic s e-passbook. Mechanic can redeem these points against product. Mechanic gets a unique number inside product Mechanic registers the number with Reliance by SMS Points get credited in the e-passbook Mechanic redeems points for product 4

5 Relstar Relationship Program Coupons MADMJWPTGD 100 points 0908/1/A0098 5

6 The Enrollment process starts by getting an Enrollment form filled in by the mechanic The enrollment form is available as a downloadable file in DMS The DSR is to take a 2-sided print of the form and get it filled in and signed by the mechanic. 6

7 Movie MLP Process 7

8 DSR can accrue points directly to the mechanic s account from his own mobile phone On opening a Relstar pack, the mechanic gets a coupon with a unique number and loyalty points. He approaches the DSR to help him accrue the points. DSR send the following SMS to PT <space> mechanic s mobile number <space> coupon number Points are accrued in the mechanic s account after validations on the DSR mobile number, coupon number and mechanic id Confirmatory message to mechanic may take as long as 45 minutes Mechanic receives return SMS acknowledging accruals along with the balance loyalty points in his account 8

9 DSR can redeem points for the mechanic from his own mobile phone To redeem, the DSR sends an SMS that reads PT <space> mechanic s mobile number <space> rd <space> Product Code <space> quantity to be redeemed Mechanic approaches the DSR for Redemption Catalogue and asks for help in redeeming points. Mechanic receives confirmation SMS, shows to dealer and collects product Central database validates DSR mobile number, available balance in mechanic s account and correctness of product code Parallel SMS sent to dealer advising him to hand over product to mechanic. Relstar Dealer 9

10 Things to remember The coupon is valid for a period of 9 months from the month of manufacture printed on the pack. Eg: For a pack manufactured in Jan 08, the coupons will be valid till 31 st Oct 08. However, once the coupons have been accrued and points credited to the mechanic s account, they are valid for a period of 24 months. The lapsing of the accrued points after 24 months will follow a FIFO system. All accruals will only be through a registered mobile number, either the mechanic s or the DSR s. If a mechanic wishes to change his service provider, he is to first to redeem all points in his old account and register afresh with the new number. 10

11 Raising credit notes to dealers against MLP redemptions The distributor is to ensure that credit notes are issues to dealers against MLP redemptions done by the dealer to the mechanic. The credit note to be raised to the dealers is available in the distributor s DMS login The following 2 slides will demonstrate the process of knowing what value of credit note is to be raised to dealers 11

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13 The DSR is to take a printout of this page during his dealer visit 13

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24 Thank You. 24