Overview An Introduction to the Nestlé Customer Interaction Services

Overview An Introduction to the Nestlé Customer Interaction Services Overview Version 16.0 The Nestlé Customer Interaction Services (NCIS) is a set of Web Services that enable Nestlé web development partners to tightly integrate data based online forms with the 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 CRM, such as collecting Campaign Activity, Dedupe Rules and writing away competition and survey answers. 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. Simplicity CRM / NCIS Overview Page 1

Index Overview... 1 Index... 2 Is NCIS suitable for your project?... 3 NCIS Deployment Process... 6 NCIS Process Flow... 8 Introduction to the Nestlé Customer Interaction Services... 9 Overview... 10 The Basics... 10 Nestlé Schema... 11 NCIS Functionality/Additional Information... 12 Data Collection using NCIS Competition Forms... 13 Security Account Functionality using NCIS Authentication... 15 Triggered/On Submit Communications using NCIS Competition Forms... 16 Uploading Images using NCIS Competition Forms... 17 Campaign Activity using NCIS Authentication and Competition Forms... 18 Campaign Specific Data using NCIS Competition Forms... 19 Deduplication Rules... 22 Programme Membership... 22 Distribution Groups... 23 Programme Membership Opt Out.. 24 Keycodes... 25 Data Cleansing: Name Integration + RightAddress... 246 Sample Code... 277 Glossary... 299 Simplicity CRM / NCIS Overview Page 2

Is NCIS suitable for your project? NCIS is a set of technical development tools (web services) that enable suitably skilled developers to autonomously create online forms and micro sites that interact in a seamless manner with Nestle s customer database. There are a number of questions that you need to consider before chosing to use NCIS. As with any development technology, programmers must be practiced and skilled in the technology and application of that technology. Any development technology takes a developer time and practice to become proficient with it. For your first NCIS project a developer must allow sufficient time to learn from the supplied examples (PHP or.net using SOAP) to ensure that the project is delivered, tested, and live on time to Nestle. Simplicity provide no training or technical support other than what s provided by the online documentation at www.simplicitycrm.com/ncis. Any technical support that is required must be facilitated by you independent of Simplicity. Hence the questions that must be considered before chosing NCIS are as follows: 1. Have you clearly thought through the complete competition process from end to end ensuring that all data required for reporting, competition draws and later auditing is collected at source by NCIS? 2. Have you read and understood all the documentation provided? 3. Do you fully understand the opt in and other legal requirements of Nestle as they apply to your promotion? 4. If this is your first NCIS job (or your second for that matter) have you allowed sufficient time a. To read and understand all the documentation provided; b. For your staff to learn NCIS implementation; c. To develop your application; d. To thoroughly test the data integration; e. For any unforeseen issues; f. For the Nestle NCIS signoff and promotion processes prior to go live? 5. Do you understand what functionality is provided and configured at a standard rate of $3000 for the basic service and may include additional form functionality costs depending on requirements? 6. Do you have web programmers that are skilled in SOAP/WSDL web service consumption and are comfortable using NCIS based only on the online documentation provided? We strongly advise you to ensure your team have reviewed the documentation and the sample code before you answer this question. 7. Do your project data requirements fit within the framework of NCIS web services in that all data and interaction can be accommodated within the services as documented? Again we strongly advise you ensure your team have reviewed the documentation and the sample code. Simplicity CRM / NCIS Overview Page 3

If you answer YES to ALL the above then NCIS may be for you. Otherwise we suggest choosing an alternative solution. This can be from the options below with all costs covered by yourself and not Nestle as part of your project. Alternative options. 1. Contract a third party development company to build the application for you. a. Our suggestions are: i. Simplicity CRM for.net specialist skills ii. Kingston for PHP specialised skills iii. BlueArc for PHP specialised skills 2. If your project, survey, competition or promotion is of a relatively basic nature (standard Nestle fields, barcode or unique code validation, CAPTCHA and a number of questions plus standard opt in) then Simplicity CRM generated online forms will provide a low cost ( typically $3k -$12k) and short lead time (usually 2-7 days excluding GLOBE scan time). This process was used for most forms before NCIS. 3. If the webservice requirements being proposed are expected to generate high point loads and require additional load bearing functionality such as: i. Dedupe rules ii. Image Upload iii. Entry Submission iv. CAPTCHA Then please contact NCIS.Jobs@SimplicityCRM.com to confirm expected number of submissions to the webservice expected. Additional server resources may be required. 4. If your requirements fall outside of the standard NCIS setup Simplicity CRM can provide a custom webservice which caters specifically for the jobs requirement. This service will be costed separately. Simplicity CRM / NCIS Overview Page 4

NCIS Deployment Process Simplicity CRM / NCIS Overview Page 5

NCIS Deployment Process 1. The Agency briefs Simplicity a. Every NCIS Process + Promotion is managed by the Agency, and not by Simplicity. Simplicity is concerned only with the Data Collection, which is done via NCIS; b. The Agency will submit a request for an NCIS project ONLINE (available from the NCIS Portal: www.simplicitycrm.com/ncis). This defines what is to be quoted for a NCIS setup. c. A confirmation email will be sent which summarises the job request and outlines the setup costs. d. If any additional briefs (for example, an email or SMS brief) are required, then these should be supplied separately. e. Simplicity provides quotation for: i. Standard NCIS implementations as defined by the NCIS project request form. ii. Service addons such as (but not limited to): 1. CAPTCHA mechanism 2. competition draw or 3. deployment web portals, 4. media such as emails and sms s or 5. loading of bar code or pack code lookup data specific to your promotion or competition. 2. Simplicity sets up NCIS a. Using the supplied brief, Simplicity will set up a NCIS instance unique to this Agency and promotion. b. This includes setting up the individual Web Service, the Campaign, Campaign Segments, Online Forms, Surveys and any Triggered Communications. c. Simplicity will supply the Agency with the TEST NCIS URL and PRODUCTION NCIS URL for their unique NCIS Service, and TEST Authentication Credentials ready for use. d. It is up to the Agency s Developer to implement the NCIS Services within their application. Documentation + Sample Code are available from the NCIS Portal if required. NO other support services are provided to the Agency under the NCIS support agreement with Simplicity. 3. Agency builds application ready for testing. Simplicity CRM / NCIS Overview Page 6

4. Simplicity checks test Data (UAT) a. Once the Agency has built their application, b. and has completed a TEST PLAN c. The Agency provided the successfully completed TEST plan to Simplicity and screen shots showing the test scenario of test data (min 10 fully completed records), Simplicity will check this data to ensure that it is to Nestlé s Data Collection Standards, and that it does not harm the integrity of the Nestlé Corporate Database. The Nestlé Data Collection Guidelines are available from the NCIS Portal; d. When Simplicity is satisfied with the quality of the data, Simplicity will provide the Agency with a confirmation and the Agency will be supplied with a PRODUCTION URL. e. The Agency will provide test data for UAT at least 1 working day prior to go live. 5. Agency pushes the application live. 6. Simplicity checks production Data (second UAT) a. Once the Agency has pushed the application live and a minimum of 10 production records are entere the Agency notifies Simplicity to perform production system UAT. b. Upon this notification Simplicity will confirm that the data is as per Nestle standard and signed off test system or otherwise. 7. Simplicity Closes Campaigns, Portals and Reports: a. At the end of the promotion the Agency notifies Simplicity and Simplicity removes security access for the Agency to this campaign; b. Any web portals created for promotion access will be removed from the Nestle reports portal. 8. Infrastructure: a. 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. Simplicity CRM / NCIS Overview Page 7

NCIS Process Flow Simplicity CRM / NCIS Overview Page 8

Introduction to the Nestlé Customer Interaction Services Simplicity CRM / NCIS Overview Page 9

Overview The Nestlé Customer Interaction Services (NCIS) combine 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 enable 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 Email communication SMS communication Uploading Images Security Account Authentication/Project Logins Forgotten Password Functionality Programme membership Because the NCIS allows multimedia communication, it s possible to produce media rich campaigns, such as: Online competition entries with an email confirmation Targeted email or SMS notifications Coupon or Barcode redemption, with an email voucher result Upload an Image for a personalised promotion product Login to a website and maintain profile details 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 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. Simplicity CRM / NCIS Overview Page 10

Nestlé Schema In its most simplicifed form, the Nestlé Customer Interaction Services enable multiple Nestlé Projects to update and maintain data within the Nestlé Corporate database. There are two main services that are available within NCIS: Competition Forms/Data Collection Sample Code You can view a code example of this functionality in the.net NCIS Code Sample. Filename: StandardForm.aspx Login Functionality in conjunction with Competition Forms/Data Collection Sample Code You can view a code example of this form in the.net NCIS Code Sample. Filename: LoginLanding.aspx + LoginRegistration.aspx Simplicity CRM / NCIS Overview Page 11

NCIS Functionality/Additional Information Simplicity CRM / NCIS Overview Page 12

Data Collection using NCIS Competition Forms 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. The data would be collected and validated by the application and inserted into the Nestlé Corporate Database via the NCIS. Simplicity CRM / NCIS Overview Page 13

Sample Code You can view a code example of this form in the.net NCIS Code Sample. Filename: StandardForm.aspx The Process Flow of a Standard Nestlé Data Collection Form: Simplicity CRM / NCIS Overview Page 14

Security Account Functionality using NCIS Authentication The NCIS Security Account Functionality allows a user profile to be authenticated by NCIS within a project. This is particularly useful for projects that require a user to register and login before they can enter a website. It provides Profile Authentication, Profile Registration functionality, Profile Account Activation, Forgotten Password functionality, and triggered confirmation emails. NCIS Caters for the following Nestle password requirements: 1. The password is case sensitive 2. Must be at least 8 characters in length 3. Contain at least one number (0-9) For example, the minimum consumer password requirement allows single case + numeric passwords e.g. agwts6sh, but stronger passwords are recommended e.g. mixed case + numeric, like Agwts6sh. Simplicity CRM / NCIS Overview Page 15

Triggered/On Submit Communications using NCIS Competition Forms If the form submission is successful, a personalised follow up communication can be sent with NCIS. The communications can be an email, 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 Overview Page 16

Uploading Images using NCIS Competition Forms 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 Overview Page 17

Campaign Activity using NCIS Authentication and Competition Forms 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 email, opens an email, 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 Overview Page 18

Campaign Specific Data using NCIS Competition Forms 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 Overview Page 19

Example Survey Answer Instance Survey: Survey Answer Instance: Simplicity CRM / NCIS Overview Page 20

Survey Answer Record in Simplicity: Simplicity CRM / NCIS Overview Page 21

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 e-mail address n per e-mail address per day n per e-mail 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 Overview Page 22

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 Email 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 Overview Page 23

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 Suppressions Codes. For example, a user may be a member of the Nescafé Loyalty Programme. The user may choose to opt out of the Nescafé Loyalty Programme, and still choose to receive Nestlé Corporate e-mails. Simplicity CRM / NCIS Overview Page 24

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 email segments. Simplicity CRM / NCIS Overview Page 25

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 http://rightaddress.com.au/ or New Zealand http://rightaddress.co.nz/ Simplicity CRM / NCIS Overview Page 26

Sample Code Simplicity CRM / NCIS Overview Page 27

Sample Code.Net Sample code is available at www.simplicitycrm.com/ncis. 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 Overview Page 28

Glossary Simplicity CRM / NCIS Overview Page 29

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 e-mail was sent, the template would contain the content and any personalisation of that e-mail. Communication Target A communication target is the type of communication to be sent. This is either an e-mail 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 e-mail 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 Overview Page 30

Triggered Communication A triggered communication is an SMS or E-mail 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 e-mail 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 Overview Page 31