Objective
The purpose of this document is to describe a function that you will be performing on your Infobip instance using Annex Cloud’s Customer Loyalty module. Annex Cloud will sync your loyalty data with Infobip Moments and People. Moments and People are Infobip's cloud based applications, where People is a CDP that is your data platform and Moment is your engagement hub.
About Infobip (Moment and People)
- The Infobip integration enables you to provide a seamless integration with your data platform and engagement hub.
- By using your loyalty data pushed to People, the platform can leverage the loyalty information for better customer engagement.
- This integration leverages the loyalty member data, which is pushed from Annex Cloud to Infobip system for loyalty member identification and for performing better customer engagement.
- Annex Cloud also supports your data in near-real time with updated loyalty information. The updated information includes point balance, current tier, and related loyalty actions based on the loyalty attributes mapping and events based on the data pushed from Annex Cloud.
Use Cases list:
| Use Case ID | Primary Actor | Use Cases Name |
|---|---|---|
| L_001 | Dave | Sync_Loyalty_Customer |
| L_002 | Dave | Sync_Loyalty_Attributes |
| L_003 | Dave | Sync_Loyalty_Customer_Data |
| L_004 | Dave | Loyalty_Customer_Tag |
A list of Loyalty Fields/Attributes can be pushed:
| Loyalty Fields | Description |
|---|---|
| Loyalty Id | A platform-specific unique identifier for the Loyalty member. |
| First Name | First name of the enrolled member. |
| Last Name | Last name of the enrolled member. |
| Email Address | Email address of the enrolled member. e.g "somebody@who.com" |
| Active Status | If the member has been active on the platform as per the specified duration. |
| Birthday | Member’s birthday date. |
| Loyalty anniversary date | Member’s Loyalty anniversary date. |
| Phone No | Member’s phone number. |
| Zip Code | Member's zip code. |
| Opt-in Status | Member’s loyalty opt-it status. |
| Opt-in Date | Date when the member enrolled in the Loyalty Program. |
| Available Points | Points available for redemption for the member. |
| Earned Points | Total points earned during the duration of the loyalty membership. |
| Used Points | Total points used during the duration of the membership. |
| Hold Points | Members' points that are currently on hold. |
| Next Expiring Points | These points will expire next if not used. |
| Points Expiration Date | This is the date when points earned will expire next if not used. |
| Expired Points | These points are expired because they were not used. |
| Current Tier | Current tier of the member e.g "Gold". |
| Next Tier | Next higher tier based on the current tier. |
| Points Req For Next Tier | Number of points required for the member to reach the next higher tier. |
| Tier Achieve Date | The member's current tier achieve date. |
| Available Rewards |
List of eligible rewards for the member to redeem based on the available points. E.g $5 Reward | $10 Reward | $15 Reward |
| Points Req For Next Reward | The points needed for a member to be eligible for the next higher reward. |
| Highest Available Reward | The highest reward that a member is eligible for . |
| First Loyalty Activity Date | After enrollment when the member performs any loyalty activity for the first time. E.g. activities like making purchases, referring a friend, writing reviews, and other relevant actions may apply. |
| Last Loyalty Activity Date | Date when the last loyalty activity was performed by the member. |
| First Purchase Date | Date when the first purchase activity was performed by the member. |
| Last Purchase Date | Date when the last purchase activity was performed by the member. |
List of Loyalty Events:
| Loyalty Event | Description |
|---|---|
| LOY_OPT_IN | When customer opts into the Loyalty Program. |
| LOY_POINT_ACCRUAL | Whenever the points are earned by the customer. |
| LOY_POINT_REDEMPTION | Whenever the points are redeemed by the customer. |
| LOY_OPT_OUT | When the customer opts out of the Loyalty Program. |
| Tier_Upgrade | When a customer's Tier gets downgraded. |
| Tier_Downgrade | When a customer's Tier gets upgraded. |
| Tier Anniversary | When a customer's Tier is about to upgrade based on loyalty available points. |
| Close to Tier Upgrade | When a customer's Tier completes a year in the same Tier. |
Use Cases of Customer Loyalty:
Sync Loyalty customers from Annex Cloud to People (Infobip)
| Use Case ID:<< | L_001 | ||
|---|---|---|---|
| Use Case Name: | Sync_Loyalty_Customers | ||
| Created By: | Annex Cloud | Last Updated By: | |
| Date Created: | Last Revision Date: | ||
| Actors: | Dave | ||
| Description: | Dave will be able to see a list of all the loyalty customers which are synced from Annex Cloud to Infobip. | ||
| Trigger: | This Use Case triggers when Dave will be able to view the loyalty customers list. | ||
| Pre-conditions: | Dave had to open the Infobip admin portal and check under the customer list. | ||
| Postconditions: |
Dave will use the loyalty information of a customer engagement platform. That is, Moment. |
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| Normal Flow: |
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| Alternative Flows: | NA | ||
| Includes: | NA | ||
| Priority: | High | ||
| Frequency of Use: | Repetitive | ||
| Business Rule: |
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| Special Requirements: | NA | ||
| Assumptions: | NA | ||
| Notes and Issues: | Dave will be able to identify if the selected customer is a loyalty member or not in customer detail view. | ||
Use case for Sync Loyalty Attributes from Annex Cloud to Infobip People:
| Use Case Name: | Sync_Loyalty_Attributes | ||
|---|---|---|---|
| Created By: | Annex Cloud | Last Updated By: | |
Use Case ID: |
Last Updated By: | ||
| Date Created: | Last Revision Date: | ||
| Actors: | Dave | ||
| Description: | Dave will be able to view all the loyalty attributes which are synced from Annex Cloud to Infobip. | ||
| Trigger: | This Use Case triggers when Dave wants to see the list of all the loyalty attributes which are synced from Annex Cloud. | ||
| Preconditions: | Dave has to open the Infobip admin portal and loyalty customers should be synced with Infobip. | ||
| Postconditions: | The user will get the loyalty action & loyalty points information. | ||
| Normal Flow: |
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| Alternative Flows: | NA | ||
| Exceptions: |
In step 2 of the normal flow, if Dave enters an invalid username or password.
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| Includes: | NA | ||
| Priority: | High | ||
| Frequency of Use: | Multiple times | ||
| Business Rule |
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| Special Requirements: | NA | ||
| Assumptions: | NA | ||
| Notes and Issues: | NA | ||
Use case for identifying loyalty customer using Loyalty Tag
| Use Case ID:<< | L_005 | ||
|---|---|---|---|
| Use Case Name: | Sync_Loyalty_Customers | ||
| Created By: | Annex Cloud | Last Updated By: | |
| Date Created: | Last Revision Date: | ||
| Actors: | Dave | ||
| Description: | Dave should be able to identify the customer as a loyalty member using Loyalty as a tag which is pushed from the Annex Cloud. | ||
| Trigger: | This Use Case is triggered when the Loyalty tag is passed to single/bulk users through the Annex Cloud loyalty customer list. | ||
| Pre-conditions: | Customers should have created and synced from Annex Cloud to Infobip. | ||
| Postconditions: | Dave will be able to identify the customer list using a loyalty tag. | ||
| Normal Flow: |
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| Alternative Flows: | NA | ||
| Exceptions | Loyalty tag is not pushed/synced for single/bulk users due to technical issues. | ||
| Includes: | NA | ||
| Priority: | High | ||
| Frequency of Use: | Multiple times | ||
| Business Rule: |
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| Special Requirements: | NA | ||
| Assumptions: | NA | ||
| Notes and Issues: | NA | ||