Process Transaction Journals for Promotions

Learning Objectives

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

Explore how transactions are processed for segment members.
Explain the flow action used to check for a promotion.

View Customer Responses to Promotions

Khalil Pasha, a Cloud Kicks Inner Circle member, is training for a marathon. He runs 10 miles a day. Today, he’s gearing up for his run.

A hand holding a phone that’s displaying the promotion message.

He’s listening to music and doing his stretches when he receives a push message about an ongoing Cloud Kicks promotion called Double Points for RoadRunner. Make a run for it! Spend $500 and receive double points.

This is just what Khalil needed. He was looking for new shoes to train for the marathon. After a quick search on the website, he purchases RoadRunners. The reviews look promising. Let's see how Loyalty Management processes this transaction.

Create Transaction Journals

You can process transactions by creating loyalty program processes. When a transaction journal is created, the process checks the journal type of the transaction and determines how to execute the transaction.

Linda has created a process for accrual-type transactions. The process checks transactions for the Double Points for RoadRunner promotion and credits points, if applicable.

In this loyalty program, a loyalty program process executes accrual-type transactions. A rule within the process is associated with a promotion, so in-built logic filters and processes transactions that match the promotion's eligibility criteria. Additionally, the Verify Member Customer Data Platform Segment for Transactions and Promotions setting is enabled. This ensures that the rule processes transaction journals of members who belong to the Data Cloud segment associated with the promotion.

To learn more about Promotion Setup and the Verify Member Customer Data Platform Segment for Transactions and Promotions setting, check out Promotion Setup Basics.

Let’s get back to Khalil’s purchase. He bought a pair of RoadRunners for $500. In a real-world scenario, businesses integrate the Loyalty Program Process Connect API with apps that generate transactions for sales or services, for example, the point of sale (POS). The Connect API processes transactions in real-time and creates a transaction journal for the purchase.

In this module, Linda creates a transaction journal for Khalil’s purchase to see the loyalty program process in action.

[Alt text: The New Transaction Journal window where you can manually create a transaction journal]

As soon as the transaction is created, the loyalty program process checks the accrual rules. Since this transaction meets the rules, the transaction journal Status changes to Processed, and the Loyalty Ledgers card is updated with two sets of points. Khalil’s credited with 500 points, which are base points for his purchase. He’s also eligible for the promotion, so he receives another 500 points.

The Loyalty Ledgers card with the credited points.

Khalil is delighted to receive double points, which he can use for his next purchase. He can’t wait to tell his friends about this deal.

Use Loyalty Flow Actions

A few days later… Khalil meets with a friend, Imani Idris, who loves his new shoes. Khalil mentions he got a great deal thanks to a recent promotion by Cloud Kicks. A fellow Cloud Kicks Inner Circle member, Imani is surprised to hear about the promotion. She wonders why she didn’t receive the same offer. She’s looking to buy a pair of shoes, so the promotion would be useful. Imani calls customer care and explains her concern to an agent.

The agent checks if Imani is eligible for this promotion using her agent console. Behind the scenes, the Get Loyalty Promotions for Data Cloud flow action determines the promotions applicable to a member based on their segment. The flow action surfaces a list of promotions on the console, which are associated with Imani’s market segment.

The agent can see that Imani belongs to a different segment than Khalil, and that her interests are swimming and stylish and comfortable footwear. So the reason why Imani didn't hear about the promotion is that she doesn't have any of the Fitness and Sports Enthusiasts segment attributes.

The agent explains to Imani that the promotion is targeted at runners. Imani wants to get into running so decides to buy the RoadRunners anyway.

Now, let’s look at what happens when Imani buys the shoes. Here’s the transaction journal, which is similar to Khalil’s.

[Alt text: The New Transaction Journal window with transaction details for Imani.]

The loyalty program process credits Imani 500 points for her purchase. This is because the Double Points for RoadRunner promotion isn’t applicable to this transaction.

[Alt text: The Loyalty Ledgers card for member CL008 with the credited points.]

In reality, Imani might be part of other segments, so she could receive rewards that are more suited to her interests. In the meantime, she can’t wait for her new running shoes to arrive.

Conclusion

A successful loyalty program centers around its members. Recognizing customer needs, interests, and buying behavior is essential to optimizing loyalty. Businesses can address this with customer segmentation to target consumer segments with compelling loyalty experiences at the right time.

Data Cloud merges customer data from different sources and creates a unified customer profile. It comes integrated with Loyalty Management, enabling businesses to create dynamic segments.

In this module, you saw how Mary identified the customer segments that add the most value to Cloud Kicks. She also created the best possible promotion to keep the segment engaged. Linda made all this possible by setting up the org and integrating Loyalty Management, Data Cloud, and Marketing Cloud Engagement. Mary is excited to explore strategies to keep members and segments engaged and repurchasing over the long-term.

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