Competition Forms An Introduction to the Nestlé Customer Interaction Services

Transcription

1 Competition Forms An Introduction to the Nestlé Customer Interaction Services Overview Version 12.0 The Nestlé Customer Interaction Services (NCIS) is a set of Web Services that enable Nestlé partners to integrate data based online forms with Nestlé Corporate database. This ensures that the Nestlé Corporate database is the central repositary for all Nestlé Customers and Nestlé Customer Security Accounts. The NCIS will also provide editing rules to help ensure the integrity of the Nestlé Corporate Database. This includes functionality and processes with respect to the current Nestlé Business Practices within Simplicity CRMCRM, such as collecting Campaign Activity, Dedupe Rules and writing away Survey Answer Records. Please note that NCIS is currently only available for the Nestlé Corporate database. There is no NCIS Web Service for Nestlé Professional or Purina Pet data. Index Overview... 1 Index... 1 Introduction to the Nestlé Customer Interaction Services... 3 Nestlé Schema... 4 Overview... 4 Supported Languages... 4 The Basics... 5 Authentication Credentials... 5 Test to Production... 6 Nestlé Person Record... 6 NCIS Getting Started... 7 So, you need a competition form? Not sure which one?... 8 Nestlé Data Collection Guidelines... 9 Required Fields Nestlé Opt In Data Collection Rules Nestlé Terms and Conditions Collection Rules Nestlé Opt In Legal Statements Nestlé Data Collection Standards Nestlé Competition/Data Collection Forms Data Collection Standard Form Data Collection Barcode Validation Data Collection Barcode Validation + Campaign Specific Data Form Data Collection Coupon Redemption Related Functionality/Additional Information Triggered/On Submit Communications Uploading Images Campaign Activity Campaign Specific Data Deduplication Rules Programme Membership Distribution Groups Programme Membership Opt Out Simplicity CRM / NCIS Competition Forms Page 1

2 Programme Membership Opt Out Data Cleansing: Name Integration + RightAddress SampleCode Glossary Return + Error Codes Simplicity CRM / NCIS Competition Forms Page 2

3 Introduction to the Nestlé Customer Interaction Services Simplicity CRM / NCIS Competition Forms Page 3

4 Nestlé Schema In its most simplicifed form, the Nestlé Customer Interaction Services allow multiple Nestlé projects to update and maintain data within the Nestlé Corporate database. Overview The Nestlé Customer Interaction Services (NCIS) combines the Nestlé Corporate database within Simplicity CRM and digital campaign execution into a single service that can be used outside the Simplicity CRM Standard product. The NCIS allows an application to interact with both the Nestlé data and the digital campaign execution, for example: Online competition forms Online registration forms Barcode or coupon redemption communication SMS communication Uploading images Programme membership Because the NCIS allows multimedia communication, it s possible to produce media rich campaigns, such as: Online competition entries with an confirmation Targeted or SMS notifications Coupon or Barcode redemption, with an voucher result Upload an image for a personalised promotion product Supported Languages The NCIS uses standard HTTP web request/response pairs with XML/SOAP Envelopes. As such any suitable development language may be used. Simplicity CRM / NCIS Competition Forms Page 4

5 The Basics Each unique campaign will receive a unique NCIS version to be used for that specific campaign. Within that campaign, each data collection form will have a different Web Service configured especially for that form. Each Web Service is made up of methods that have different functionality. A typical call to the NCIS consists of a method from a Web Service, and a set of parameters. For example, in the NCIS Sample there is a Standard Form which collects the data required for a Nestlé corporate profile. In VB.Net, the call to write away the collected data to the database might look something like: result = SubmitEntry(token, personobject, postaladdressobject, readtermsandconditions, optinovereighteen, useragent, useripaddress, referringurl, surveyopenedtime, surveyansweredtime) Result is where the response from the service is stored. SubmitEntry is the method used, and everything between the brackets are the parameters representing the data to store in the Nestlé database. Authentication Credentials To ensure that you and only you are using the NCIS service, you will be provided authentication credentials. For each call you make to the NCIS service, you will need to provide an authentication token. You can get an authentication token by using the Login method within your NCIS service. Simplicity CRM / NCIS Competition Forms Page 5

6 Test to Production To ensure the integrity of Nestlé s Production Database, any new project will be provided with a URL of the test version of NCIS to be developed with. When the project is ready to go live, Simplicity CRM will check the integrity of the incoming data from your application, and will provide a URL of the production version of the NCIS. The only change required will be the URL. Nestlé Person Record A Nestlé Person Record is used to store a series of values about a consumer. This includes all their details (such as name, gender, contact points, etc) but also any interactions the consumer has had with Nestlé. This includes any participation in a campaign (such as entering a competition) or a push from Nestlé (such as a news letter). In addition, for every form the consumer fills in, an instance of the consumer s answers is collected. This is called a Campaign Specific Answer Record All new records will use a GUID (Globally Unique Identifier) as their Primary Key. In the standard product, a Person Record looks like: Simplicity CRM / NCIS Competition Forms Page 6

7 NCIS Getting Started Simplicity CRM / NCIS Competition Forms Page 7

8 So, you need a competition form? Not sure which one? Notes: You can add CAMPAIGN SPECIFIC questions to any competition form. A Campaign Specific Question is a question that is specific to that competition. For example In 50 words or less tell us why you should win this Braun Breadmaker A coupon is a code that can only be used once. A barcode is a code that can be used more than once. Okay, so I picked a form where to from here? Your Simplicity CRM Account Manager should have provided you with an NCIS Checklist. Please provide all the information requested in the checklist in as much detail as you can. Once received, Simplicity CRM will be in touch regarding your NCIS service. Simplicity CRM / NCIS Competition Forms Page 8

9 Nestlé Data Collection Guidelines Simplicity CRM / NCIS Competition Forms Page 9

10 Required Fields Nestlé Corporate Profile must contain (at minimum) the following fields. As such, the following fields MUST be included in the data collection: First Name Surname At least one of the following: Address Address (Address Line 1, Suburb, Town/City/State and Postcode) Mobile Number (Mobile STD and Mobile Local) Opt in Statement confirming person is over 18 and wishes to receive ongoing information and promotions from Nestle Acceptance of terms and conditions for this promotion. Where implied opt in is provided as in the case where there is no terms and conditions acceptance mechanism this field must be set to True Nestlé Opt In Data Collection Rules The Opt In Statement is optional on all competition forms. It is mandatory on the Security Account Registration Forms. If the Opt In Statement is optional, and the user does NOT opt in, THE USER IS NOT ENTERED INTO THE DATABASE. Instead, the user s data is entered into a Survey Answer Record only. If the user DOES opt in, their data is entered into the database via a Dataload. Nestlé Terms and Conditions Collection Rules The Terms and Conditions Statement is mandatory on all competition forms. It is mandatory on the Security Account Registration Forms. If the Terms and Conditions check box is NOT checked, THE USER IS NOT ENTERED INTO THE Competition or the database. NCIS will return this as an error condition. Simplicity CRM / NCIS Competition Forms Page 10

11 Nestlé Opt In Legal Statements IMPLIED OPT-IN By using this opt-in statement, a tick box is not required and the consumer is automatically opted in. NESTLÉ FOOD & BEVERAGE (AU) Nestlé and its group companies are conducting this survey to help us understand consumer preferences and consumption of a range of products. By completing this survey, the answers you have provided may be used to contact you directly by, or on behalf of, Nestlé, with exciting news, promotions and opportunities for an indefinite period or until you advise us otherwise (you must be 18 years or over). Nestlé respects your privacy, and all details are held in accordance with the Nestlé Privacy Policy. YES/NO NESTLÉ FOOD & BEVERAGE (NZ) Nestlé and its group companies are conducting this survey to help us understand consumer preferences and consumption of a range of products. By completing this survey, the answers you provided may be used to contact you directly by, or on behalf of, Nestlé, with exciting news promotions and opportunities (you must be 18 years or over). Nestlé respects your privacy, and all details are held in accordance with the Nestlé Privacy Policy. PURINA PETCARE (AU) Nestlé and Purina PetCare are conducting this survey to help us understand consumer preferences and consumption of a range of products. By completing this survey, the answers you have provided may be used to contact you directly by, or on behalf of, Nestlé and Purina PetCare, with exciting news, promotions and opportunities for an indefinite period or until you advise us otherwise (you must be 18 years or over). Nestlé respects your privacy, and all details are held in accordance with the Nestlé Privacy Policy. YES/NO PURINA PETCARE (NZ) Purina PetCare, Nestlé and its group companies are conducting this survey to help us understand consumer preferences and consumption of a range of products. By completing this survey, the answers you provided may be used to contact you directly by, or on behalf of, Purina PetCare and Nestlé, with exciting news promotions and opportunities (you must be 18 years or over). Nestlé respects your privacy, and all details are held in accordance with the Nestlé Privacy Policy. EXPLICIT OPT-IN This statement includes a tick box that only when ticked by the consumer (eg. is not pre-ticked by Nestlé) will the consumer be added to the Nestlé Corporate database. NESTLÉ FOOD & BEVERAGE (AU) Tick if you're 18 years or over and you'd like to hear about exciting news, promotions and opportunities from Nestlé and it's brands for an indefinite period of time until you hear otherwise. For the Nestlé Privacy Policy, visit YES/NO NESTLÉ FOOD & BEVERAGE (NZ) Tick if you're 18 years or over and you'd like to hear about exciting news, promotions and opportunities from Nestlé and it's brands. For the Nestlé Privacy Policy, visit PURINA PETCARE (AU) Tick if you're 18 years or over and you'd like to hear about exciting news, promotions and opportunities from Purina PetCare, Nestlé and it's brands for an indefinite period of time until you hear otherwise. For the Nestlé Privacy Policy, visit YES/NO PURINA PETCARE (NZ) Tick if you're 18 years or over and you'd like to hear about exciting news, promotions and opportunities from Purina PetCare, Nestlé and it's brands. For the Nestlé Privacy Policy, visit NOTE: The above opt-in statements are legislation compliant and are signed off by Nestlé Legal. If proposed wording differs from the above, please liaise with the Regional Relationship Database Manager. Simplicity CRM / NCIS Competition Forms Page 11

12 Nestlé Data Collection Standards Please ensure that all the data that is collected is validated at the source and adheres to the standards supplied in the Nestlé Data Collection Guidelines before calling NCIS. If you require a copy of these guidelines, please contact your SimplicityCRM Account Manager. Simplicity CRM / NCIS Competition Forms Page 12

13 Nestlé Competition/Data Collection Forms Simplicity CRM / NCIS Competition Forms Page 13

14 Data Collection Standard Form Data collection forms can be used to collect data, which includes standard Nestlé fields (such as street address or ) and Campaign Specific fields (What is your favourite home-made dessert?). The data is collected and validated via the application, and inserted into the Nestlé Corporate Database via the NCIS. Forms such as these can be used to maintain data, and can be prepopulated with existing data. Below is an example of a Standard Nestlé Data Collection Form that adheres to the fields required (at minimum) for a Nestlé Corporate Customer Profile. Sample Code You can view a code example of this form in the.net NCIS Code Sample. Filename: StandardForm.aspx Simplicity CRM / NCIS Competition Forms Page 14

15 The Process Flow of a Standard Nestlé Data Collection Form: Simplicity CRM / NCIS Competition Forms Page 15

16 Data Collection Barcode Validation Below is an example of a Standard Nestlé Barcode Form that adheres to the fields required (at minimum) for a Nestlé Corporate Customer Profile. The data would be collected by the application, the barcode validated by NCIS, and the remaining data then validated by the application. The barcode will then be revalidated (to ensure that it is still valid in the time that has passed) and then all the data will be inserted into the Nestlé Corporate Database via the NCIS. Sample Code You can view a code example of this form in the.net NCIS Code Sample. Filename: BarcodeForm.aspx Simplicity CRM / NCIS Competition Forms Page 16

17 The Process Flow of a Nestlé Data Collection and Barcode Form: Simplicity CRM / NCIS Competition Forms Page 17

18 Data Collection Barcode Validation + Campaign Specific Data Form Below is an example of a Standard Nestlé Barcode Form with Survey Answer Questions that adheres to the fields required (at minimum) for a Nestlé Corporate Customer Profile. The data would be collected by the application, the barcode validated by NCIS, and the remaining data then validated by the application. The barcode will then be revalidated (to ensure that it is still valid in the time that has passed) and then all the data will be inserted into the Nestlé Corporate Database via NCIS. The additional survey Questions will be written away to Survey Answers. Simplicity CRM / NCIS Competition Forms Page 18

19 Data Collection Coupon Redemption Below is an example of a Standard Nestlé Coupon Form that adheres to the fields required (at minimum) for a Nestlé Corporate Customer Profile. The user would first be directed to a Coupon Collection form. This allows the application to confirm the coupon has not been consumed before the user enters all their information. Once the coupon has been validated, the user will be directed to the standard data collection form. The data would be collected and validated by the application. The coupon will then be revalidated (to ensure that it is still valid in the time that has passed) and then all the data will be inserted into the Nestlé Corporate Database via NCIS. Sample Code You can view a code example of this form in the.net NCIS Code Sample. Filename: CouponFormLanding.aspx Filename: CouponFormDataCollection.aspx Page One: Simplicity CRM / NCIS Competition Forms Page 19

20 Page Two: The Process Flow of a Nestlé Data Collection and Coupon Form: Simplicity CRM / NCIS Competition Forms Page 20

21 Related Functionality/Additional Information Simplicity CRM / NCIS Competition Forms Page 21

22 Triggered/On Submit Communications If the form submission is successful, a personalised follow up communication can be sent with NCIS. The communications can be an , or an SMS message, and can be sent immediately or delayed as required. These communications will need to be set up in the Simplicity CRM Standard product as a template. When calling the method, the template_id and the RSN of the Person Record used to personalise the communication will be required. Campaign Activity Records will be in this process automatically. Sample Code You can view a code example of this functionality in the.net NCIS Code Sample. Filename: StandardForm.aspx Simplicity CRM / NCIS Competition Forms Page 22

23 Uploading Images The ability to upload images to a profile or as part of a promotion is possible with NCIS Compound Services. A URL will be provided which will allow an image to be posted, and the image path can be attached to a user s profile. The image can then be used, as required, within the application. Performance The web services works within the real time environment of Simplicity and are therefore subject to the load constraints place by this and other activity occurring concurrently. Hence we cannot guarantee performance if point load for this or combined Nestle is outside of the normal operational parameters provisioned for Nestle. Upload Image functionality puts additional strain on the real time environment within Simplicity and it is advised that you contact your Simplicity representative to discuss the performance parameters of the promotion before requesting the webservice. Sample Code You can view a code example of this functionality in the.net NCIS Code Sample. Filename: UploadImages.aspx Simplicity CRM / NCIS Competition Forms Page 23

24 Campaign Activity Campaign Activity Records will be written away automatically as part of the NCIS Compound Service. A Campaign Activity Record is stored against a Person Record to show ALL interactions between the user and Nestle. For example, if the user is sent an , opens an , is sent an SMS message, is part of an export or submits a survey, a record is created. These records are used for Analytics purposes and also auditing purposes (for example, if a user disputes opting in). Simplicity CRM / NCIS Competition Forms Page 24

25 Campaign Specific Data Each instance of every survey filled out will be written away automatically as part of the NCIS Compound Service and stored against the Survey Answer Entity. A Survey Answer Record is used to store an encapsulated instance of a submitted survey. This allows a copy of every submitted survey to be stored while the Person record is updated. Sample Code You can view a code example of this functionality in the.net NCIS Code Sample. Filename: StandardForm.aspx Simplicity CRM / NCIS Competition Forms Page 25

26 Example Survey Answer Instance Survey: Survey Answer Instance: Simplicity CRM / NCIS Competition Forms Page 26

27 Survey Answer Record in Simplicity CRM: Simplicity CRM / NCIS Competition Forms Page 27

28 Deduplication Rules When creating a survey with the NCIS Compound Service, the option to set up Dedupe (or remove duplicate records) is also available. The NCIS Compound Service has a prefconfigured list of options available to choose from when setting up a survey. The options are a series of permutations of the values used in the Nestlé Corporate Profile. For example: None n per day n per hour n per name n per name per day n per name per hour n per address/surname n per address/surname per day n per address/surname per hour n per address n per address per day n per address per hour n per barcode n per barcode per day n per barcode per hour Only one dedupe rule per survey can be implemented. Performance The web services works within the real time environment of Simplicity and are therefore subject to the load constraints place by this and other activity occurring concurrently. Hence we cannot guarantee performance if point load for this or combined Nestle is outside of the normal operational parameters provisioned for Nestle. Deduplication rules put additional strain on the real time environment within Simplicity and it is advised that you contact your Simplicity representative to discuss the performance parameters of the promotion before requesting the webservice. Programme Membership Programme Membership allows users to become members of Nestlé specific programs or clubs (for example, the Nescafé Loyalty Programme). This allows targeted and appropriate communication campaigns to members. While users can t be deleted from programs once added, they can be made inactive, and have suppression codes set to prevent unwanted communication. This allows a full and complete history to be kept of the users interactions with Nestlé. Programme membership can also be setup to ring fence consumers from the Nestle Corporate database. This means that other Nestle brands will not be able to target these consumers with unrelated communication. Sample Code You can view a code example of this functionality in the.net NCIS Code Sample. Filename: ProgramMembership.aspx Simplicity CRM / NCIS Competition Forms Page 28

29 Distribution Groups Nestlé uses distribution groups to flag the brands consumers are associated with. NCIS caters for this functionality by exposing all distribution groups to the Agency and allowing them to flag consumers who Opt In to the database with the relevant distribution group for the specific promotion. This functality allows for multiple distribution groups to be flagged depending on requirements. For example a consumer can Opt In to a Carnation promotion and Nestle Corporate via NCIS and be flagged as distribution group Carnation and Nestle. Activation promotions for Nestlé use a general Opt In statement. As a result these forms should pass through the brand distribution group in addition to the Nestle distribution group. This will identify the consumer as a general Nestlé Opt In to be targeted by all Nestle Brand teams for future promotional activity. Allens Lollies Allens Lollies Seedlist Allergen Allergen Registrant Baking Baking Seedlist Carnation Carnation Seedlist Chocolate Chocolate Seedlist Healthy Sciences Healthy Sciences Seedlist Ice Cream Ice Cream Seedlist Infant Nutrition Infant Nutrition Seedlist Jenny Craig Jenny Craig Seedlist Maggi Maggi Seedlist Milo Milo Seedlist Musashi SLM Musashi Website Registrants Musashi Seedlist Nescafe Nescafe Seedlist Nestle Nestle Seedlist Performance Performance Seedlist Powerbar Powerbar Seedlist Purina Petcare Purina Petcare Seedlist Uncle Tobys Uncle Tobys Seedlist Sample Code You can view a code example of this functionality in the.net NCIS Code Sample. Filename: DistributionGroup.aspx Simplicity CRM / NCIS Competition Forms Page 29

30 Programme Membership Opt Out NCIS caters for programme memberships opt out by indicating an end date on the relevant programme against the person record. This functionality is also used in conjunction with Programme Memberships. For example, a user may be a member of the Nescafé Loyalty Programme. The user may choose to opt out of the Purina Puppy and Kitten Club, and still choose to receive Nestlé Corporate s. Simplicity CRM / NCIS Competition Forms Page 30

31 Keycodes NCIS caters for clickthrough reporting for a promotion through the keycode field in the webservice.this field allows the agency to pass through the clickthrough origin of a consumer entry to a promotion. Simplicity standard campaign reporting pulls through this data and displays a breakdown of these clickthroughs. This report is available on request by the agency or client and provides an overview of the results of the campaign. Above: Example of Keycode reporting for an online form promotion measuring clickthroughs from different segments. Simplicity CRM / NCIS Competition Forms Page 31

32 Data Cleansing: Name Integration + RightAddress To ensure the integrity of the Nestlé Corporate database, all data will be cleansed before being inserted into the Nestlé Corporate database. Data will be cased, cleaned and formatted according to Nestlé standards. Using the Name Integration Service, Salutations, Lettercarriers and Display Values will be derived from the Title, Given Name and Surname. All addresses will be processed using RightAddress, which will validate the addresses and derive additional values (such as the DPID). For more information regarding RightAddress, please visit Australia or New Zealand Simplicity CRM / NCIS Competition Forms Page 32

33 Sample Code Simplicity CRM / NCIS Competition Forms Page 33

34 Sample Code.Net Sample code is available at You can find examples of all the NCIS functionality mentioned in this document in the sample code. Functionality... File in Sample Code Barcode Validation + Redemption... BarcodeForm.aspx Collect Adhoc Data from a Person Record... SurveyAnswers.aspx Coupon Validatoin + Redemption... CouponFormLanding.aspx Data Collection... StandardForm.aspx Forgotten Password Functionality... LoginForgottenPassword.aspx Insert Person Record... StandardForm.aspx Login with a Security Account... LoginLanding.aspx Online Competition Forms... StandardForm.aspx Online Registration Forms... LoginRegistration.aspx Programme Membership Functionality... ProgramMembership.aspx Redemption Limit Functionality... RedemptionLimit.aspx Registration Functionality... LoginRegistration.aspx Save Adhoc Data to Survey Answers... SurveyAnswers.aspx Suppression Fields... CorporateProfile.aspx Triggered/On Submit Communication... StandardForm.aspx Upload Images... UploadingImages.aspx Simplicity CRM / NCIS Competition Forms Page 34

35 Glossary Simplicity CRM / NCIS Competition Forms Page 35

36 Glossary Some of the terms used in NCIS are Simplicity specific. That is to say, if this if your first time working with Simplicity we d like to make it as simple as possible for you. Here are a few definitions for some of the more confusing terms. Barcode A barcode is a set of characters that can be represented in machine-readable parallel bars. They are often printed on consumer product packages. Captcha Captcha is a type of challenge-response test used to ensure that a submission is generated by a person, and not a computer. For more information, please visit Captcha.net Captcha Challenge The Captcha challenge is an image that contains skewed text. The user is asked to provide the text that they see. Captcha Response This is the user s response to the Captcha Challenge. Communication Template A communication template is the template used to send the triggered communication. For example, if a triggered was sent, the template would contain the content and any personalisation of that . Communication Target A communication target is the type of communication to be sent. This is either an or an SMS. Coupon Code A coupon code is a set of characters that are used to redeem a financial discount when purchasing a product. Distribution Group A distribution group is used to flag the Nestlé brands a consumer is associated with. Label Code A label code is a set of characters that are used within Simplicity and Simplicity generated communications to a Person. For example, if a user is sent an with a link to an online form, the online form URL will have a label code attached. This code will allow the online form to identify the user and pre-populate the user s data. Survey Answered UTC This is the time (Universal Time Coordinated) that the user submitted the survey. This time stamp is stored against the Person Record, to mark the interaction. Survey Opened UTC This is the time (Universal Time Coordinated) that the user first loaded the survey. This time stamp is stored against the Person Record, to mark the interaction. Token A token contains the security information for a login session, and identifies the user, the user s groups (if any) and privileges. It is used for authentication within NCIS. Simplicity CRM / NCIS Competition Forms Page 36

37 Triggered Communication A triggered communication is an SMS or that is sent on completion of an action, or after a specific time frame. For example, if a user fills out a form, a triggered may be sent 24 hours after the user has submitted their data. User Agent User agent is a generic term for any application that might access a website (such as browsers, robots or spiders). These programs act as agents for a person to access web content. The User Agent String contains data about the User Agent, such as the application name, version and the platform used. User IP Address The User IP Address is a numerical label that identifies a computer and its location on the internet. Referral URL When a browser requests a new page, it also supplies the URL of the previous page the user was on. Simplicity CRM / NCIS Competition Forms Page 37

38 Return + Error Codes Simplicity CRM / NCIS Competition Forms Page 38

39 Return + Error Codes For every call to NCIS, either an integer code or a string will be returned to indicate how successful the method call was. 0 Operation completed successfully Internal Errors Invalid Campaign Invalid Campaign List Invalid Segment Merge Failed Write Failed Account Errors Invalid Account Name Duplicate Account Name Invalid Address Invalid Password Account Active Account Inactive Security Errors Invalid Credentials Insufficient Privileges InvalidRequestToken Data Errors Entity Not Found Invalid Argument Code Already Used Code Not Found Code Not Unique Duplicate Entry Captcha Challenge Failed NOTE: BEST PRACTICE FOR SERVICE UNAVAILABLE As with any web service, NCIS will sometimes be unavailable. Your application must cater for this situation and return an appropriate message to your customer such as Sorry your entry cannot be accepted at this time, please try again later. At the same time please create and send an to [email protected] advising us that your service call could not be completed successfully along with the error code, and parameters for the failed request. Simplicity CRM / NCIS Competition Forms Page 39