LoyaLTy ManageMenT SuiTe (LMS) for next generation customer LoyaLTy

Transcription

1 LoyaLTy ManageMenT SuiTe (LMS) for next generation customer LoyaLTy

2 LOYALTY PARTNER SOLuTiONS LoyaLty management suite your SoLuTion for customer LoyaLTy programmes increasing competition is daily business in most industries. Loyalty programmes are becoming increasingly significant, especially in the retail and travel & transportation sectors. What was a marketing tool in the past has evolved into an essential part of a company s core business. Loyalty programmes add value and support sustainable profitability. in the airline industry loyalty programmes play a major role in the decision making process of customers who choose an airline based on frequent flyer programmes as well as on price and scheduling. based on ten years of experience with the loyalty programme PaybaCK the number one bonus programme in europe Loyalty Partner solutions has developed a unique it platform for successful loyalty programmes: the Loyalty management suite (Lms). it contains all modules required for the management of a next generation loyalty programme and brings long-term profitability to your company. we believe it TakeS Three ThingS to make a Customer Loyalty Programme successful: a programme design which differentiates you from your competitors, the right people to manage it, and when it comes to implementing it, nothing is more important than a flexible and powerful it system.

3 LOYALTY PARTNER Solutions Loyalty management suite what s in it for you The Loyalty Management Suite stepping stones to your success Loyalty Management Suite (LMS) is a flexible soft - ware platform. It enables you to successfully set up and operate customer loyalty programmes. Its modular system maps the full chain of customer loyalty activities from administering the card and account logic to managing redemption processes and conducting marketing campaigns. LMS also helps you better understand the needs of your target groups by using software to pool all the information available in your company. In this way, the lifestyle, tastes and preferences of individual customers can be called up at the touch of a button. You can plan and execute marketing activities and analyse their impact. LMS is geared specifically towards the requirements of the airline and retail industries and can be integrated into any existing IT landscape. Loyalty Management Suite enables you to 1 React to market developments quickly 2 Develop targeted promotions and products 3 Measure campaign success 4 Be ahead of competitors It is essential that a loyalty management IT system provides all modules needed to manage the different aspects of a programme. The Loyalty Management Suite accomplishes this and designs each module to be easily adapted to individual user requirements ensuring the successful management of next generation customer loyalty programmes. Programme Management The programme management module defines the look & feel of your loyalty programme. It manages the rules for account hierarchies and the types and categories of bonus points as well as registration modalities. It defines bonus point redemption and expiration. It also defines identification means & mechanisms, customer card variants, login types and your member status concept. Account Management Account management is the central pillar of the Loyalty Management Suite. All account activity is recorded in this module, including purchases, earned bonus, status points and redeemed rewards. LMS is scalable and powerful enough to run millions of accounts and process a correspondingly high number of transactions. Partner Management Programme partners create added value for customers by offering them additional opportuni - ties to collect points and so earn rewards more quickly. Smooth exchange of information between participating partners is extremely important. This module provides the services required to manage partner organizations and/or their services and products and integrate them into the programme. Membership Management Your members are the heart of your programme, so management of membership data is one of the core tasks of LMS. It handles all aspects of the membership life cycle, from registration to replacement of lost cards to status management. It serves as the bridge to the CRM system. It also records and maintains the relationships between members, accounts, cards, partners and programmes. Promotion Management Marketing promotions are the driving force behind every customer loyalty programme. This module helps to implement them. The cockpit called business rules administrations centre allows you to easily set up new promotions for collecting or redeeming based upon members, tier levels, products and services. It only takes a few clicks to define them. A close interaction with existing data mining tools supports unambiguous member recognition and customer segmentation. Redemption Management The key motivation for participation in a customer loyalty programme is the reward. Convenient redemption processes help to secure customers long-term loyalty. These include rewards from the online shop, opportunities to turn points into vouchers, donate points to charitable organizations or redeem the cash equivalent. Clearing Management Correct and prompt billing between all partners is a fundamental component of the programme. The LMS rules take account of hierarchies such as branch structure, partners or specific agreements. The billing module provides all the information needed by the finance department, together with the interfaces for general ledger accounting and the accounting systems.

4 LOYALTY PARTNER Solutions Loyalty management suite A flexible solution meeting your most challenging demands State of the Art technologies & frameworks The Loyalty Management Suite is a solution that meets even the most challenging demands. It has a modular structure and offers a comprehensive range of functions for setting up and operating successful, customized customer loyalty programmes. It can be easily adapted to your specific needs and offers a number of benefits: Flexibility Market developments require changes of business rules on short notice. Flexibility is one of the most important features of LMS. LMS can be easily adapted to the individual requirements of your company. Even highly personalized marketing measures can be controlled via LMS. LMS allows integration of external systems that provide information for the customer loyalty programme e.g. a CRM system or the data warehouse. Ease of Integration LMS fits seamlessly into existing environments. The system is based on a service-oriented architecture (SOA) and can be easily integrated with existing CRM systems, call centre applications or your companies ERP system. Future integration activities are also easily realizable. Scalability The structure of LMS allows the system to grow along with the company. It handles high transaction volumes with ease. There is no limitation to the number of partners, touch points and service providers. Ease of Use LMS features an excellent user-friendly interface, which is easily accessible for marketing managers, sales staff, logistics service providers, and programme partners. Technologies The Loyalty Management System is designed to serve as a reliable and updatable customer loyalty management solution. It uses state-of-the-art, approved standards and technologies such as JEE, XML or SOAP to ensure platform independence, flexibility and dependability from the outset. Platforms The technological base of the system is the Java Enterprise Edition (JEE) platform, which has proven its ability to run on commonly used JEE Application Servers. Architecture Due to its service-oriented architecture (SOA) LMS is ideal with respect to extensibility, system integration and customization. Powerful technologies such as jbpm (Business Process Management / workflow engine) and ESB (Enterprise Service Bus) are used to orchestrate custom-tailored services from a set of fine-grained generic customer loyalty and enterprise services. Development We use cutting-edge technologies during system development. Aspect Oriented Programming (AOP) is the cornerstone for implementing cross-cutting functionality such as exception handling, logging and monitoring, while Model Driven Architecture (MDA) is used to ensure the highest software quality in line with proper design. Business Rules Management A powerful business rules management framework allowing the easy definition of business rules via adequate formalisms and the plugging of these into services and processes in an effective-dated manner with minimal effort. Enterprise Backbone CRM Batch / File Handling Loyalty Management Suite Adapters Transformers Online Interfaces Revenue Accounting Touch Points Partner Business Rules Management Business Process Management LMS Core Accrual Clearing Redemption Promotion Member & Account Program & Partner Payment Fulfillment Analytics Data warehouse ETL High-Level Architecture LMS.

5 Loyalty Partner Solutions GmbH Theresienhöhe München Germany Tel Fax info@lpsolutions.com we enable next generation customer loyalty Loyalty Partner Solutions GmbH is a provider of industry-specific customer management solutions. We develop and implement IT solutions that allow professional and successful operation of customer loyalty programmes. These solutions are tailored to the specific needs of the retail and transport / aviation industries. Loyalty Partner Solutions also executes and optimizes CRM processes for its customers as required. Loyalty Partner Solutions has set standards as the IT service provider for PAYBACK, Europe s largest bonus programme. Millions of transactions are carried out each day on the IT platform we developed. Having developed and operated this technology for several years now, we have built up unrivalled expertise other customers such as Deutsche Bahn benefit from. Loyalty Partner Solutions is a subsidiary of the Loyalty Partner group of companies. For further information please visit This brochure is not a contractual offer or similar document. Deliveries and services are based on the applicable General Terms and Conditions.