COMARCH LOYALTY MANAGEMENT FOR TELECOMMUNICATIONS

Transcription

1 COMARCH LOYALTY MANAGEMENT FOR TELECOMMUNICATIONS

2 One of the key challenges for communication service providers is to find effective marketing methods to prevent customer churn, increase ARPU and win new subscribers. Empowered and savvy consumers have ever-growing expectations regarding the latest technologies, personalized services, and a memorable experience, and force telecom providers to find better ways to understand and approach their customers. This creates the need for tools that can help gather, and interpret data concerning customers, and facilitate proactive communication with them, in order to earn their long-term loyalty, while increasing company revenue. Comarch Loyalty Management offers all the tools needed to develop a successful next-generation loyalty program, dedicated for residential, SMEs and enterprise-class business entities.

3 SOLUTION OVERVIEW Comarch Loyalty Management is a cutting-edge solution that allows you to roll out a highly flexible program that can be configured to meet the different needs of various customer segments and to improve subscriber satisfaction. Based on our experience in the BSS/CRM domain and our cooperation with the marketing departments of leading mobile and multi-service operators, we have adjusted Comarch Loyalty Management to the requirements of the telecom market. Comarch Loyalty Management provides a full range of high-quality features to run and manage advanced programs of different scales, both multi-partner and stand-alone. Thanks to modern rule-based mechanisms, advanced customer profile management features and a user-friendly drag & drop interface even the most sophisticated loyalty programs can be easily developed, ran and tracked by marketers. There are no limits regarding program type or the kind and number of currencies supported by the. Comarch s IT platform empowers loyalty programs based on points, discounts, coupons or cash-back. Comarch Loyalty Management can support shared programs within a group of companies (e.g. a telecom group) or a telecom operator and other service suppliers. With Comarch Loyalty Management you can register new program partners with an easy-to-use interface that does not require IT changes. The allows operators to set up partner-specific loyalty accrual/ redemption rules and rewards. Messages sent to loyalty program members have a 40% higher open rate, more than 20% higher click -through rates, almost 30% higher transaction rates, and more than 10% higher sales revenue generated per message. SYSTEM FEATURES & FUNCTIONALITIES n Effectively manage and use customer data gathered across all touch-points n Develop a complete profile base concerning the behavior, lifestyles and habits of customers and identify the most valuable program members to target your marketing activities n Prepare an optimal target group and tiers for tailored offers, communication and reward strategy on the basis of monthly spending, the number of RGUs (Revenue Generating Units) purchased, events, rewards orders, duration of ongoing membership, usage patterns and detailed history of program members activities n Provide your customers with relevant offers and promotions in a timely manner to encourage increased usage and engagement n Benefit from high flexibility in the creation of accrual and redemption rules, as well as in the launching and controlling of sophisticated cross and up-selling promotions n Define tailored and real-time promotions for every element of subscriber invoices, transactions, for any relevant customer information triggered by specific events or on-line operations n Build ongoing dialog with customers through various channels including: , POS, POS TV, SMS, websites, direct mail, mobile application, call center n Create personalized messages thanks to enhanced smart editors and attach them to various kinds of transactions, points issuance or redemption, store refunds or even account balance check n Distribute bonuses via multiple channels as rewards with different price plans, special privileges, service upgrades or additional minutes to encourage subscriber to increase their service usage

4 n Instantly launch exclusive rewards clubs, deliver special discounts, on-line vouchers, giveaways, exclusive content,as well as offer trial access to a pre-offered service to break the cycle of price comparison and deal-driven churn, and make customer experience more personal n Ensure program members have constant access to their accounts via an on-line self-care portal, modern mobile application or through their customer care centres n Make your customers your brand advocates by engaging with them through social media channels (e.g. Facebook), letting them rate rewards and offering them a refer a friend opportunity n Use valuable and easy-to-access reports, dashboards and deep customer analytics to constantly monitor program performance and track strategic operations FULL CUSTOMER INSIGHT INTELLIGENT OFFER DEFINITION MULTICHANNEL CUSTOMER INTERACTION n quick enrollment & many registration options n full management of customer data & behavioral information n detailed transaction history n multidimensional & dynamic segmentation n flexible account hierarchy n multiple ID support n multiple status levels definiton n single or multi-partner promotions n flexible discounts promotions n event-triggered promotions n different tariff points for separate customer segments and statuses n location-based offers n various coupon and voucher types n real-time processing of all transactions n multiple communication channels n event-triggered messages n real-time transactional messages displayed on the DCR/POS or printed on sales slips n ios and Android mobile application n social media integration n surveys & questionnaries n message personalization n enhanced smart message COMPLEX REWARDS MANAGEMENT EASY MEMBER SELF-SERVICE ADVANCED REPORTING & ADMINISTRATION n various types of rewards n program partners administration n real-time points redemption n multiple reward schemes n various redemption channels and payment options n full support for points and rewards lotteries n points donations n reward clubs n instant wins gift logistics n quick enrollment n profile data update n contact preferences n points balance check n transaction history browsing n promotions opt-in n rewards redemption & orders n reward preferences n surveys n friend refferal n service requests n shop locator n products and stores definition & management n automatic fraud prevention & detection n manual correction of actions/points black-lists administration program KPI s reporting dynamic dashboards report templates and different formats n one-time and periodical report generation n notifications of reports availability Figure 1. Comarch Loyalty Management Key Functionalities

5 POS ERP&CRM Billing Accounting Web BI & Data Warehouse E-Shop File processor COMARCH LOYALTY MANAGEMENT Transaction processor Message processor Report engine Program partners 3rd party providers Business Administration Customer Web Portal Contact Center Letter shop Business to Business On-site Application Mobile Application Card manufacturer Communication Figure 2. Comarch Loyalty Management Solution Overview Comarch Loyalty Management is equipped with a highly flexible and open interface architecture, enabling easy integration with external s in on-line or off-line mode using standard interfaces: SOAP/ XML, batch files, ISO 8583, JMS. The solution is easy to use for nontechnical staff and comprises of modules with user- -friendly drag & drop features, and an intuitive, multi-language interface. Our powerful platform is fully scalable, both horizontally and vertically, and is designed to support even the largest companies. This is confirmed by references from many of our clients who operate large-scale international loyalty programs. One of the advantages of Comarch Loyalty Management is the possibility to deliver and deploy the solution as a stand-alone, fully functional component of a comprehensive customer experience management platform, as well as a pre-integrated part of the NGOSS/CEM-class solutions and Comarch BSS Suite. KEY BENEFITS Telecom operators benefit from: n Complete insight into customer behavior, lifestyles and interests across all touch points to be used as the basis for successful marketing activities n Improved customer retention and reduced acquisition costs n Increased loyalty and breaking the cycle of price comparison and deal-driven churn n Generating secondary revenue by selling aggregated insights to other consumer organizations, such as retailers or consumer goods companies n Increased ARPU thanks to additional revenue growth based on the availability of point-based try-before-you-buy products and services n Stronger brand position among existing and potential customers Real-time points issuance and redemption

6 n Increased customer spending, coupled with decreased program cost and complexity, owing to instant points redemption n Being able to run multiple loyalty programs in parallel on the same (e.g. separate programs for pre-paid and post-paid users) n Shorter time-to-market for an unlimited number of sophisticated cross and up-selling promotions n Utilization of mobile marketing as the most precise and direct way of reaching customers n Central transaction processing without local servers lower cost of service, higher SLA achievable Program members benefit from: n Increased satisfaction, thanks to highly personalized offers and rewards n Information about offers at the right time and place n Many ways to redeem points for attractive rewards, service upgrades, discounts etc. n Possibility to earn points faster thanks to household accounts and different marketing tools like coupons, lotteries, multi-partner offers n More privileges and more benefits for top customers and frequent service users n Easy access to loyalty account via a mobile application or a customer website PROFESSIONAL SERVICES We offer our industry expertise and high quality services to help your company execute a robust loyalty program: n Loyalty program concept planning and consulting services n Ready-to-use industry specific accrual and redemption scenarios n Evaluation of existing loyalty programs and customer analytics n Program management services n Migration from an off-line to an on-line n 24x7 worldwide support n Monitoring the key operational parameters of the application n Maintenance services based on ITIL v3 n Data migration n Integration with external s n Professional hosting in Comarch Data Centers n Partnership with consulting and fulfillment companies

7 CONTACT US Visit for the contact information of our offices in the following countries: Albania Austria Belgium Brazil Canada Chile China Finland France Germany Italy Luxembourg Malaysia Panama Poland Russia Spain Switzerland UAE UK Ukraine USA ABOUT COMARCH Comarch is a provider of complete IT solutions for telecoms. Since 1993 the company has helped CSPs on 4 continents optimize costs, increase business efficiency and transform BSS/OSS operations. Comarch solutions combine rich out-of-thebox functionalities with high configurability and are complemented with a wide range of services. The company s flexible approach to projects and a variety of deployment models help telecoms make networks smarter, improve customer experience and quickly launch digital services, such as cloud and M2M. This strategy has earned Comarch the trust and loyalty of its clients, including the world s leading CSPs: Vodafone, T-Mobile, Telefónica, E-Plus, KPN and MTS. Copyright Comarch All Rights Reserved telco-enquiries@comarch.com telecoms.comarch.com