Ometria - Loyalty Use Case Document

Updated at April 16th, 2025

Purpose of the Document

The purpose of a use case is to describe a function that an Ometria user will perform on the instance by integration with Annex Cloud’s customer loyalty module. Annex Cloud will synchronize the loyalty customer’s data with Ometria using available APIs provided by Ometria. The loyalty customer data will be pushed to contacts and customer segments. This customer data can be utilized for the customer engagement tools, such as campaigns.

About Ometria

This integration enables customers to achieve seamless integration with Ometria, facilitating better customer reach and engagement.
By utilizing customer loyalty data pushed to contacts, the platform can leverage this information for enhanced customer engagement.
This integration leverages loyalty member data pushed from Annex Cloud to the Ometria system for identifying loyalty members and enhancing customer engagement.
Annex Cloud also supports near real time data push with updated loyalty information of their customers. This updated information includes point balance, current tier, and related loyalty actions based on the loyalty attributes mapping and event-based data push 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	Sync_Loyalty_Customer_Segments

List of Loyalty fields/Attributes

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 a member opts into the loyalty program.
loy_point_accrual	When points are earned by the member.
loy_point_redeem	When points are redeemed by the member.
loy_opt_out	When a member opts out from the loyalty program.
tier_upgrade	When a member's tier gets upgraded.
tier_downgrade	When a member's tier gets downgraded.
tier_anniversary	When a member's tier is about to upgrade based on loyalty available points.
close_to_tier_upgrade	When a member's tier completes a year in same tier.

Use Cases of Customer Loyalty

Sync loyalty customers from Annex Cloud to Ometria

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 list of all the loyalty customers which are synced from Annex cloud to Ometria.
Trigger:	This use case triggers when Dave will be able to view the loyalty customers list.
Pre-conditions:	Dave has to open the Ometria admin portal and check under the customer list.
Postconditions:	Dave will use the loyalty information of a customer for customer engagement platform i.e., for campaigns.
Normal Flow:	Dave opens logged in to the Ometria admin account. Dave will go to the People and see the list of loyalty customers. Dave will select the customer. Dave enters the customer's details view and can see the loyalty information like opt-in status, points earned, current tier etc. based on the loyalty attributes AC passes to Ometria.
Alternative Flows:	NA
Includes:	NA
Priority:	High
Frequency of Use:	Repetitive
Business Rule:	If username and password doesn’t match, then an error message will be displayed. The selected customer should be loyalty member. All the loyalty info of the selected customer should be fetched from Annex Cloud and should be displayed.
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 Ometria

Use Case Name:	Sync_Loyalty_Attributes
Created By:	Annex Cloud
Use Case ID:	L_002

Date Created:
Actors:	Dave
Description:	Dave will be able to view all the loyalty attributes which are synced from Annex Cloud to Ometria.
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 Ometria admin portal and loyalty customers should be synced with the Ometria.
Postconditions:	The user will get the loyalty action & loyalty points information.
Normal Flow:	Dave opens the Ometria admin portal. Dave will select the Contact from menu section. Dave will see list of all the customer. Dave will select a customer who is a loyalty customer. Dave will see loyalty info in terms of loyalty attributes which are synced from Annex Cloud.
Alternative Flows:	NA
Exceptions:	2A. In step 2 of the normal flow, if Dave enters an invalid username or password. Dave will see a list of customers and select one from them. if the selected customer is not a loyalty member who might have not opted for the loyalty program.
Includes:	NA
Priority:	High
Frequency of Use:	Multiple times
Business Rule	If username and password doesn’t match, then an error message will be displayed. Password should be encrypted (like *********). Dave can see the loyalty details of a customer if the selected customer is a loyalty member
Special Requirements:	NA
Assumptions:	NA
Notes and Issues:	NA

Use case to sync customer loyalty data

Use Case ID:	L_003
Use Case Name:	Sync_Loyalty_Customers
Created By:	Annex Cloud	Last Updated By:
Date Created:		Last Revision Date:
Actors:	Dave
Description:	Dave will get the customer’s loyalty event data while creating the flow.
Trigger:	This use case triggers when Dave wants to create a campaign from the available loyalty customer list where loyalty events will be pushed from Annex Cloud to Ometria.
Preconditions:	Customers should have created and synced from Annex Cloud to Ometria. Customers should have loyalty data.
Postconditions:	Dave will get the customer’s loyalty data while creating new campaigns.
Normal Flow:	Dave opens the Ometria account. Dave selects Campaign/Contacts. Dave clicks on Campaign and select the template or create a template. Dave selects events which are pushed from Annex Cloud to Ometria.
Alternative Flows:	NA
Exceptions:	Custom events did not get synced listed while creating a flow.
Includes:	NA
Priority:	High
Frequency of Use:	Multiple times
Business Rule	If username and password don't match, then an error message will be displayed. Password should be encrypted (like *********). Dave can see the loyalty dashboard, only if he is a registered user of an e-commerce website. The user will see the list of loyalty action in the Action tab, only if he has performed the loyalty actions.
Special Requirements:	NA
Assumptions:	NA
Notes and Issues:	NA

Use case for syncing loyalty customer segments from Annex Cloud to Ometria

Use Case ID:	L_004
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 view/select the loyalty customer’s segment which are pushed from Annex to Ometria in contacts. This use case aims to pass the segments from the Annex Cloud to the Ometria platform for targeting the users for email campaigns. Example: A segment is created in Annex Cloud using some criteria. The segment is used in the Loyalty campaign so that if a user has performed the specific activity, the user will receive the associated benefit e.g., 2X points The marketer wants to set up an email campaign for the specific loyalty users, he can select the segments/same group of users from Ometria itself.
Trigger:	This use case triggers when a user wants to create a campaign for a particular segment of loyalty customers.
Preconditions:	Customers and customer segments should have created and synced from Annex Cloud to Ometria.
Postconditions:	Dave will be able to identify customer list using loyalty tag.
Normal Flow:	Dave opens the Ometria account. Dave selects Contact. Dave selects Customer from list. Dave selects Segment. Dave is able to see the list of customers under selected segment. Dave is creating a broadcast message.
Alternative Flows:	NA
Exceptions:	Loyalty customer segment is not pushed/synced due to technical issues.
Includes:	NA
Priority:	High
Frequency of Use:	Multiple times
Business Rule	If username and password don't match, then an error message will be displayed. Password should be encrypted (like *********). Dave can see the Loyalty dashboard, only if he is a registered user of an e-commerce website. The user will see the loyalty list as a tag. Ometria will broadcast the messages or other campaigns for the customers who are having loyalty tag.
Special Requirements:	NA
Assumptions:	NA
Notes and Issues:	NA