Manage Program Members

Add a Member

The LevelUp program is up and running, and Mary’s thrilled to see members enrolling. Not long after, a customer named Rashida Martin calls the contact center because she was unable to enroll in the program. The support agent passes the information to you to manually add her to the program.

1. In the LevelUp program record, click the Members and Partners tab.
   
2. In the Loyalty Program Members related list, click New.
   
3. Specify these details.
   
   • Member Type: Individual
     
   • Contact: Rashida Martin
     
   • Membership Number: M001
   • Enrollment Channel: Call Center
     
   • Member Status: Active
     
   • Enrollment Date: Today’s date
     
     
4. Save your work.
   

Rashida is added to the program and automatically enrolled in the Silver tier. She’s excited to see all the benefits, and soon enough she persuades her family to enroll in the program too.

Create Member Groups

With her close family enrolled, Rashida wants to create a family group so they can pool their points based on a contribution percentage. She calls customer support once again, and they help her with the request.

1. In the LevelUp program record, click the Members and Partners tab.
   
2. In the Loyalty Program Members, click New.
   
3. Specify these details.
   

• Member Type: Group
  
• Group Name: Martin Family
  
• Membership Number: GP0001
• Enrollment Channel: Call Center
  
• Group Created By: M001
  
• Member Status: Active
  
• Enrollment Date: Today’s date
  
  

4. Save your work.
   

The group is successfully created. You can add Rashida’s family members using the Add Member to Group button on the loyalty program member record for the group. Specify each member’s points contribution percentage. We don’t check that Rashida is added in this step.

On the member experience site, Rashida and her family can view the details for groups to which they belong. Rashida is all set to buy some new shoes. Next, find out how the program processes the purchase transaction.

Activate the Flow to Process Transaction Journals

In a real-world scenario, the Loyalty Program Process Connect API processes transactions as soon as members make a purchase. The Connect API can be integrated with apps that generate transactions for a sale or service, such as point-of-sale (POS) systems. Different loyalty processes execute pending transaction journals to evaluate what actions to trigger, such as crediting or debiting points, issuing vouchers, and more.

In this project, Mary processes the transactions using a loyalty flow action called Run Program Process for Transaction Journal. She uses the flow action in the Run Loyalty Program Process flow, which is already created for you. Mary navigates to the flow to activate it.

For the loyalty program process and challenges to run, you must activate this flow in the special Developer Edition org you’re using.

1. From Setup, in the Quick Find box, enter Flows and select it.
   
2. Find and select the Run Loyalty Program Process flow.
   
   
3. Click Activate.
   

Create a Transaction Journal

Rashida purchases LevelX shoes worth $425. When the transaction journal processes, Rashida gets 425 qualifying and non-qualifying points. And she’s issued a 15% off voucher as part of the LevelX promotion. By creating the quick promotion, you automated the crediting of rewards.

Let’s create a transaction journal for Rashida’s purchase to find out how it’s processed.

1. In the Loyalty Management app, select the LevelUp loyalty program.
   
2. In the Members and Partners tab, under Loyalty Program Members, select M001.
   
3. On the Transaction Journals related list, click New.
   
4. Specify these details.
   
   
   • Journal Type: Accrual
     
   • Journal Subtype: Purchase
     
   • Partner: En Mode
     
   • Activity Date: Today's date
     
   • Journal Date: Today’s date
     
   • Status: Pending
     
   • Loyalty Program: LevelUp
     
   • Product Category: LevelX Shoes
     
   • Transaction Amount: 425
5. Save your work.
   

The transaction journal status changes to Processed.

You can also see the updated ledger entries—Rashida has accrued qualifying and non-qualifying points equal to the transaction amount. She’s also received the 15% discount voucher with a unique voucher code, which is valid for a month.

Meanwhile, Rashida has become a loyal customer. Over time, her affinity with the brand increases and she starts to spread the word. The program recognizes her as a brand advocate and issues her a referral code that she uses to invite other family members and friends to the program.

Wrap Up

Loyalty programs are no longer just about earning and redeeming points. They’re about creating a unique brand experience for members, and Loyalty Management is a one-stop shop for keeping customers and partners engaged.

With Loyalty Management, Mary can explore various ways to keep members interested and engaged. By partnering with brands across industries, she can broaden the horizons of the program. Additionally, she can track member activities to create personalized engagements for each member. The possibilities are endless!

Resources

• Salesforce Help: Loyalty Program Members