Overview

Getting customers to shop at your store is one thing, ensuring they come back for repeat business is an entirely different challenge. Over time, it has become very important to reward loyal customers for the business they continuously provide.

iVend Loyalty is a points & rewards management application, designed to significantly improve customer retention by bringing them back and improving customer satisfaction levels. iVend Loyalty is inbuilt in iVend Retail and can integrate with any Business Management or Retail application using its APIs.

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WHITEPAPER: Redefining Rules of Traditional Loyalty

Develop that relationship
Whether it is for a small store or a large enterprise, each customer counts. It is possible to retain a one-time shopper and transform him or her into a regular customer by offering rewards and benefits. Socially, all customers have the potential to become loyal customers and spread word about you to their friends, family and online networks.
Get more sales with your rewards program
Loyalty programs encourage people to buy and then repeat their business. Customers like to be rewarded for their loyalty — especially if your rewards program offers them significant benefits. Incorporating rewards programs that connect with customers socially puts additional focus on the business, thereby increasing the potential for new customers.
Recognise and acknowledge your customer
‘The more I buy, the more I feel the need to be rewarded’… iVend loyalty program allows to easily set up level definitions for various customer levels like Silver, Gold and Platinum, etc.
Track and monitor shopping trends
iVend Loyalty empowers you to identify individual customers, then measure and understand their buying patterns. This behavioural trend far outweighs the ‘currency’ value of providing consumers with rewards for shopping at any retail store. The shopping behavioural intelligence of a loyalty program can help you tailor new promotional activities that are focused and targeted to particular set of customers. Hence, a customer loyalty program can become an ingenious marketing tool that transforms your store into a memorable shopping experience.
Auto Detect Operation Modes
iVend Loyalty is designed to work in online mode with different POS solutions. Each POS is connected with the iVend Loyalty enterprise via the internet. This ensures data integrity of loyalty points on a real-time basis across stores. However, when connectivity is not available, it processes transactions locally. Points are awarded and redemptions recorded after the iVend Retail synchronizes with the Loyalty enterprise, after replication of store transaction at iVend HO. In case of integration with any other POS system, synchronization method can be defined by POS system using iVend Loyalty APIs.
Multiple Registration Modes
Registration of Loyalty Points can be configured in three modes. It can be either attached to a:
  • Customer ID
  • Loyalty Card
  • Loyalty Card Attached to a Customer ID
Flexible Card Number Management and Allocation
Card Number generation is possible using either:
  • Pre-Printed Loyalty Cards
  • System Generated Card Numbers: Creation of custom number schemes and generation of bulk numbers for distribution is offline mode is also provided in this mode
Allocation of card numbers and number series to different stores is based on the mode of operation. When in online mode, the numbers are issued in real time to the requesting POS. When in offline mode, the distribution can be configured based on a combination of Store Codes and Store Group Codes.
User Defined Loyalty Schemes
This feature allows definition of many combinations of criteria and user-defined rules to configure and running multiple Loyalty Schemes. The heart of the application has the following features:
  • Many criteria combinations such as customer group, item group, item, promotion scheme, layaway plan etc.
  • Definition of Loyalty Points based on quantity and value with the ability to mark certain selections as exempt from the scheme
  • Ability to include all possible criteria combinations using an ‘All’ option
  • Comprehensive Exclusion Rules that exclude items with discount overrides or Items marked as promotional or items on layaway etc.
  • Possibility of running multiple schemes at any given point in time with the ability of Versioning each scheme
  • Award of Loyalty Points based on conflict resolution rules and hierarchical fall-back of criteria groups
  • Detailed Audit Trails for all Scheme modifications within the system and much more
Level Based Redemption of Points
All registered Loyalty Customers fall in one of the many user defined levels that is the basis for redemption of Loyalty Points. Some useful features of level based Redemption are:
  • User Defined Levels e.g. Silver, Gold and Platinum
  • Different Points-to-Currency conversion ratio for each level
  • Different redemption percentage against an invoiced amount for each level
  • Different threshold limits and rules for upgrade to the next level or downgrade to a level below
  • Level version rules
  • Current Level and Fallback based redemption methods where the first allows for redemption of points by calculating points based on the current level of the user while the latter begins with the current level and iterates the next lower slab definitions when the threshold limit is exhausted
Rewards Management
This allows effective management of loyalty rewards. It is possible to award both points and currency to the loyalty customer simultaneously from multiple and simultaneously active plans. This module provides features such as:
  • Award and redemption of points and currency in a hybrid configuration.
  • Points Journal that displays details pertaining to award and redemption of points by a customer
  • Loyalty Point Aging provides a time frame based aging of earned points
  • Loyalty Customer Status provides a flexible mechanism of upgrading or downgrading the status of a customer.

How Does It Work

Building a strong and loyal community should be amongst your top retail priorities. The most popular AND effective way of doing so is by recognizing and rewarding the consumer for their business. A retailer’s objective is to gain customer confidence and prevent them from looking at alternatives. This video explains how you can reward, engage and retain customers. Retailers utilizing iVend Loyalty and its seamless integration into all its complementary applications of iVend Retail Management Suite have gained significant benefits in customer retention and increasing revenues.

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