Discover Promotion Setup for Loyalty Processes

Learning Objectives

After completing this unit, you’ll be able to:

• Describe the different types of loyalty processes in a program.
• Explain how to set up a loyalty process using Promotion Setup.
• List the loyalty program process templates.
• Explain the use of rules in a loyalty process to define business scenarios.

Explore Loyalty Processes

Cloud Kicks is a manufacturer of stylish and comfortable custom sneakers. It runs a loyalty program called Cloud Kicks Inner Circle. The loyalty program has a well-defined tier structure, rewards, program partners, and partner products. It rewards members for purchases and other activities such as product reviews, referrals, and social media posts. 

The loyalty team has automated several loyalty processes such as accruals, redemptions, tier processing, member enrollment, and more. Here’s an example of how the processes work. 

Alan Johnson is a new loyalty member of the Cloud Kicks Inner Circle program. He walks into the Cloud Kicks store and buys his first pair of stylish sneakers called Super Kicks. To his delight, the store clerk informs him that he has instantly received reward points for his purchase. 

Over time, Alan makes a number of purchases and qualifies for the next tier in the program. When he’s enrolled in the new tier he receives a $25 voucher. He’s so impressed with the program that he posts about it on his social media account. To his surprise, he wakes up the next day to a message about receiving bonus points for his post. He’s also awarded the Evangelist member badge, valid for a month. During a sale, he redeems his reward points for a shoe cleaning kit, and his balance is instantly debited. Alan’s interactions with the program earn him more points, vouchers, and a number of personalized rewards. 

The Cloud Kicks loyalty team has succeeded in ensuring a seamless and intuitive program at every stage of customer interaction. They’ve worked tirelessly to design, automate, and manage the loyalty program. They’ve set up end-to-end loyalty processes that offer members a memorable experience. Let’s step back and peek into how they’ve done this.

Mary Levy is the loyalty program manager at Cloud Kicks. She’s the strategic mind behind Accrual Process—the loyalty program process for managing customer recognition, rewards, and experiences. She learns of Promotion Setup to run loyalty processes. Its intuitive UI (user interface) lets her define process-associated rules from within the Loyalty Program page. 

This module covers the basics of Promotion Setup and presents an overview of how Mary set up a loyalty process at Cloud Kicks. To keep things simple, the module focuses on setting up an accrual process. An accrual process defines how members are rewarded or accrue points.

Create Processes with Promotion Setup

In Loyalty Management, Mary navigates to the Loyalty Processes tab for the Cloud Kicks Inner Circle loyalty program. Here, she creates loyalty processes such as accruals, redemptions, tier processing, and more. Then, she defines the rules associated with them. 

Mary can create multiple loyalty program processes that determine which records are processed and how. Processes are of different types.

• Transaction journal driven: Consists of one or more rules and is mapped to transactions based on the journal type and journal subtype. For example, Accrual and Redemption.
• Tier processing related: Used with Data Processing Engine jobs and Batch Management jobs to identify members eligible for tier change, and subsequently process the change. For example, Tier Upgrade or Tier Expiration.
• Process template driven: Contains predefined parameters and rules that you can use to create loyalty processes for transactional and non-transactional tasks. For example, Enroll in Promotion.

Mary uses process templates to perform recurring, customizable, and complex actions. She can clone a process template and customize it to her requirements. She can then run the template using configurable business APIs, a mechanism that helps processes communicate with each other.

Here’s a list of the process templates. 

The loyalty process at Cloud Kicks, Accrual Process, is developed from scratch. The process is tailored to execute accrual transactions related to purchases of a particular product, Super Kicks. Remember how Alan received points for the shoe he purchased? That’s Accrual Process in action. In this loyalty process, the journal type is specified as Accrual, and the journal subtype is specified as Purchase. 

Now it’s time to learn about business rules.

Add Rules to the Loyalty Program Process

Business rules help automate processes using conditions and actions, which work as if-then statements. Each condition or action in a rule is called a step. Mary can sequence the rules to execute in a specific order if there are multiple rules. 

At Cloud Kicks, Mary has decided on these rules for the accrual process.

• Members receive points for all purchase-related accrual transactions based on their membership tier. Gold and Silver tier members receive points equal to the transaction amount. Platinum tier members receive points twice the transaction amount.
• When members buy the Super Kicks shoes, they receive a $10 voucher that can be used for their next purchase.

Two rules are added to the Accrual Process: Credit Base Points and Issue Voucher for Promotion.

Here’s a detailed explanation of each of these rules. 

Rule 1: Credit Base Points

The first rule requires members’ tier information to decide how many points to credit. It gets this information from a resource that provides the tier value in a condition or an action. Resources can be parameters, aliases, or fields of the transaction journal object and its related objects.   

• Parameters store static values, dynamic values, and formulas required in the rules. They can store multiple values and can be used across process rules. You can either create parameters first and then use them in rules, or create them directly from within an action or a condition.
• Loyalty program process aliases are used to quickly and easily specify object fields as resources in a condition. For example, Mary wants to reward members with a $10 voucher if they make a purchase on their birthday. She creates a rule with a condition to check the birthdate on the transaction and issue a voucher. In the condition, instead of selecting TransactionJournal.MemberId.Contact.BirthDate, she can simply select the alias BirthDate. Loyalty Management provides out-of-the-box aliases for commonly used attributes from the related associations of a transaction journal.

Rule 2: Issue Voucher for Promotion

The second rule issues a voucher for purchases related to the Super Kicks product. Mary first creates a promotion related to Super Kicks. She then creates the rule and associates it with the promotion to ensure the rule processes transaction journals only during the promotion period. 

Mary’s thrilled by how effortlessly she can set up the process. With just a few clicks, she created the accrual process containing two rules that define her business scenario. In the next unit, you discover what goes into creating conditions and actions to help execute the rules. 

Resources

• Salesforce Help: Create Loyalty Program Processes by Using Promotion Setup