Loyalty Management

Loyalty Management, built on the Salesforce platform, helps organizations deliver innovative programs for customer recognition, reward, and retention. Loyalty Management is a unified, cross-industry solution that offers a host of features that enable you to plan and design loyalty programs, manage members, and partners. You can also track members’ activities, reward members, and manage promotions.

Loyalty Management is an end-to-end solution that helps you create intelligent, personalized engagements that increase customer loyalty. Loyalty Management is versatile and can cater to B2B and B2C business needs in any industry. With the Loyalty Management app, create and set up loyalty programs. Track members’ activities and reward them with points or vouchers. With Loyalty Program Partners, build a strong network of brand advocates for your organization. Boost customer engagement and get a better return on your investment with promotions. Let members track their loyalty benefits from the Loyalty Member Portal.

• Control Who Sees What in Loyalty Management
  Your Salesforce admin enables Loyalty Management in your org. When enabled, users have edit access to loyalty objects and records. Users can create profiles and assign permissions to access loyalty application as appropriate.
• Manage Loyalty Programs
  A loyalty program is your starting point for setting up Loyalty Management in your Salesforce org. It helps to design, organize, and customize the loyalty building blocks with loyalty programs.
• Manage Clubs
  Clubs are interest-based membership initiatives designed to provide customers with exclusive benefits and privileges. Customers can join a club through a subscription model or based on their current loyalty program tier. By offering unique benefits and exclusive promotions, clubs can enhance customer loyalty.
• Manage Loyalty Program Partners
  Loyalty Management enables the onboarding and managing of cross-industry program partners to increase member engagement with the loyalty program. Partnerships give your members more options to engage members and help them earn and redeem points for complementary products or services.
• Vouchers
  Vouchers are offered to customers and loyalty program members as rewards for engaging with the brand and as compensation for service recovery actions. Your company and its loyalty programs can offer different types of vouchers based on your business requirements. You can also choose from a range of different options for how vouchers are issued to customers and members.
• Manage and Work with Promotions
  Promotions are a way to engage loyalty program members by providing them valuable offers at a specific time, often tied to a seasonal sales cycle. Promotions can play a significant role in increasing product sales and generating business revenues. Promotions help loyalty program members get a better return on their investment with attractive offers in the form of vouchers or loyalty points.
• Offer Games to Members
  Brands can keep its customers and loyalty program members engaged by offering them games as rewards. Use games to reward purchase-specific activities such as placing an order and non-purchase activities such as completing a survey.
• Settings for Loyalty Processes
  You can set Loyalty Management to update non-qualifying points balance of members in real time. Turn on another setting to add template Data Processing Engine definitions to your org and use them to aggregate and expire members' fixed-expiration-model, non-qualifying points. Customer service representatives can engage your loyalty program members better with Loyalty Service Excellence.
• Einstein for Loyalty Management
  Reduce the amount of time that various departments across your company spend to manage and run your company's loyalty programs with Einstein for Loyalty Management.
• Set Up Loyalty Processes
  You can provide an efficient process for customer recognition, rewards, and experiences by setting up end-to-end Loyalty Processes.
• Create Loyalty Program Processes by Using Promotion Setup
  Loyalty program managers can create loyalty program processes to define how to run business processes in Loyalty Management.
• Loyalty Program Members
  Loyalty program members are the members enrolled in a loyalty program that you create. A member can be part of multiple loyalty programs in an organization.
• Member Engagement Widgets
  Engage with members of your loyalty program and your customers on your company’s website and external portals by using member engagement widgets. Create widgets by using widget templates provided by Loyalty Management and customize the widgets based on your company’s branding and design requirements. You can configure your widgets by using either the Widget Designer within the Loyalty Management app or the OmniStudio’s Flexcard Designer.
• Manage and View Transaction Journals
  View transaction journals to track member activities, member behaviors, and make manual adjustments to points. Transactions happen when members accrue points, redeem points, adjust points manually, and reverse redemptions.
• Loyalty Service Excellence
  Use the Identity Verification flows and the service console for Loyalty Program Members so that your customer service representatives (CSRs) can engage loyalty program members better. CSRs can use Identity Verification flows to verify the identity of your loyalty program members or their authorized member representatives. Then, CSRs can use the service console to resolve issues, clarify questions, manage requests, and more of loyalty program members or authorized member representatives.
• Set Up Experiences for Loyalty Program Members
  Create a feature-rich portal for your loyalty program members using the Loyalty Member Portal template. Keep your loyalty members engaged by letting them track their progress in the reward program with the Loyalty Member Portal. With a few clicks, admins can set up the loyalty member portal where program members can view their program details, including recent transactions, current tiers, benefits, points associated with each transaction, and profile details. You can customize the portal based on your company's requirements.
• Integrate Loyalty Management with External Systems
  Loyalty Management comes with a set of developer resources, such as business APIs, invocable actions, and standard objects that you can use to integrate your loyalty programs with external systems, such as point of sales, reservations, booking, billing, service, and operations. For example, to create a transaction journal and credit points to members for online purchases, you can integrate your external website with a business API that can run the relevant loyalty program process.
• Integrate Loyalty Management With Google Wallet
  Drive customer engagement by integrating your loyalty program with Google Wallet. This integration allows loyalty program managers to issue and manage dynamic digital passes, such as loyalty cards and vouchers, directly within customers' Google Wallets.
• Integrate Loyalty Management with Marketing Cloud Engagement
  Keep your loyalty program members informed and engaged with content blocks and journeys.
• Integrate Loyalty Management with Service Cloud
  Your service team members can create a case and populate the fields right on a loyalty member profile.
• Deploy and Use Analytics for Loyalty
  The Analytics for Loyalty app gives you actionable insights into loyalty programs that help you devise strategies to increase membership, retain customers, improve processes, and grow your business.
• Loyalty Management Limits and Considerations
  Loyalty Management provides a set of features and capabilities that enable companies to manage and run business processes related to their loyalty programs. Each of your business processes can use features such as Promotion Setup and Salesforce Flows, and different services such as business APIs, Data Processing Engine, and Business Rules Engine. When planning your implementation of Loyalty Management, make sure that you account for the Loyalty Management limits and considerations.
• Data Protection and Privacy for Loyalty Management
  When companies use Loyalty Management to run their loyalty programs, they must comply with local and global data protection and privacy regulations. As part of your company’s loyalty program strategy, decide how you want to delete, export, archive, restrict access, manage consent, and restrict the processing of customer data stored as part of the loyalty programs.