Streamline and Automate Loyalty Processes
Learning Objectives
After completing this unit, you’ll be able to:
- Outline how to add partners to a loyalty program.
- Explain how to add members to a loyalty program.
- Describe the components used to automate loyalty processes.
- Explain how to use Experience Cloud to create a loyalty member portal.
Associate Program Partners and Partner Products
Cloud Kicks aspires to have a great loyalty program, not just a good one. So, Loyalty Program Manager Mary Levy takes the route of partner integration. She talks to potential partners and forges a partnership with Ursa Major Solar, a Southwest-based supplier of solar components and systems. This partnership helps both businesses use each other’s customer base and provides cross-purchasing power to members.
Using the Launchpad, you can easily add a partner to the loyalty program. The Launchpad simplifies the process by bringing many actions to the top of the screen, saving time and effort. Quickly set up and manage your loyalty program, including creating promotions, managing games, handling vouchers, configuring widgets, and more.
When integrating a partner's offerings into the loyalty ecosystem, consider whether program members benefit during accrual, redemption, or both.
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Redemption Partners: These partners offer non-qualifying points to members that can be redeemed.
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Accrual Partners: These partners offer points or rewards to members who do business with them.
You have the flexibility to designate a partner as either one or both. In this example, Mary designates Ursa Major Solar as a redemption partner, rewarding program members with Tier Points for buying selected items from them. Mary goes ahead and adds Ursa Major Solar’s speakers, batteries, torches, and cookers as partner products.
When adding partner products to the program, you can assign products individually or by product categories. This flexibility helps you tailor the loyalty program to meet the needs of your business and your partners better.
Add Program Members
Mary has set up the basic framework of her loyalty program. The only thing remaining is to enroll program members. She sends an email inviting customers to enroll through the Cloud Kicks website.
Both individuals and corporations can sign up for a program. Mary, however, decides to restrict enrollment to individuals because she plans to set up a B2B loyalty program in the future for partners and vendors. For individual type members, their details are already part of a Contact record. For corporate members, the details are already part of an Account record. Corporate members can be either a personal account or a business account.
After Mary adds new members, they appear in the Loyalty Program Members section.
Members can also request to add friends and family to a group. Any group member that earns non-qualifying points can contribute a percentage or the entire points to the group’s point balance.
Woohoo! So far, you’ve learned how to create a loyalty program, its currencies, tiers, and assign a partner to the loyalty program. You’ve also learned how to associate partner products and enroll members to the loyalty program. Next, explore how to automate loyalty processes.
Automate Your Actions
Mary wants to automate a few processes that happen all year or during specific times. These processes include giving a voucher to a member or giving them points based on certain rules. Promotion Setup simplifies and automates loyalty processes, such as crediting and debiting member points, changing member tiers, and adding or updating records.
Loyalty Management offers a combination of loyalty components, such as Promotion Setup, Flows, Decision Tables, Batch Management, and Data Processing Engine to run loyalty processes. Click each tab to learn more. At the end of this unit, we'll test you on some of the concepts covered in the interactivity.
Mary feels good about how the loyalty program is set up and is confident about running and maintaining it efficiently over time. Watch this video for more clarity on how to set up everyday loyalty processes.
Next, learn how to help members best visualize the loyalty program to enhance their experience.
Give Members the Best Seat in the House
Mary wants to provide members with live updates about their membership without daily emails. Seeking a solution, she turns to the awesome admin Linda for help.
Cloud Kicks already uses Experience Cloud sites to share various kinds of information with members. Linda can create something similar for loyalty members to help them view the program details. Linda takes a quick look at the Experience Cloud site templates that Loyalty Management offers. To her amazement, she finds a template called the Loyalty Member Portal. She can use this template to create a site that shows members their loyalty program details, points balance, recent transactions, and currently assigned tiers.
Linda uses the template to create a site named Cloud Kicks Inner Circle. Mary is planning to only roll out a single loyalty program this year, so Linda just has to complete one simple step to populate the site with the loyalty program-specific data. Linda associates the Cloud Kicks Inner Circle program with the Cloud Kicks Inner Circle site on the loyalty program’s record page.
An excited Linda emails all the members about the new Cloud Kicks Inner Circle loyalty program and site. She’s confident that they’ll love the new program, ultimately leading to improved customer experience and business.
You can associate only one loyalty program with an Experience Cloud site.
Wrap Up
Congratulations! By following Mary and Linda in this module, you’ve learned how to set up a comprehensive loyalty program for your business quickly and seamlessly with Salesforce Loyalty Management. You explored configuring a loyalty program, including redeemable currencies, tier groups, and benefits. You learned how to add accrual and redemption activities, associate partners, and add members. You discovered how to craft reward plans, create voucher definitions, promotions, member milestone badges, and offer games to members. Finally, you explored Loyalty Management's out-of-the-box processes.
Salesforce Loyalty Management is customizable, easy to set up, and maintain. It helps you keep customers and partners engaged. You can also reward members at the appropriate time by using the method of your choice. After you’ve set up your loyalty program, you can use automated processes to ensure that Loyalty Management crunches all the numbers in the background, so they’re available to you when required.
Now that you’ve seen how Cloud Kicks set up a successful loyalty program, you’re ready to kick-start your own. Best of luck!