1.   Who are we ?2.   Loyalty Program - Why?3.   How does it work?4.   Project’s Requirements5.   Why Drupal6.   Architect...
   12+ Years of Internet Expertise   150+ Employees   20+ Drupal Developers   200+ Websites powered by Iksula
Samarjeet Singh     Somokanta Sharma    President         Head -Technologysamar@iksula.com   somokanta@iksula.com
   New Customer Acquisition is Expensive   Customers will always look for Options   Recognizing your Loyal Customers Le...
Capture   Analyze   Leverage   Reinforce
Capture        Analyze         Leverage       Reinforce   Loyalty Programs increase customer Life time Value ( LTV )   C...
Capture          Analyze      Leverage   Reinforce   Analyze Customer Segments   Generate Satisfaction scores   Analyze...
Capture        Analyze         Leverage   Reinforce   Create Customer Segmentation   Targeted Promotions and Rewards   ...
Capture        Analyze       Leverage   Reinforce   Reinforce and Reward Desired Behaviors
Retain                           Customers       Gain customer                    Gain Customer          insight          ...
Customer Signs up for the Loyalty    Program
Customer Signs up for the Loyalty    Program    Activity
Customer Signs up for the Loyalty    Program    Activity  Earn Rewards
Customer Signs up for the Loyalty    Program    Activity        Redeem Rewards  Earn Rewards
Customer Signs up for the Loyalty    Program    Activity        Redeem Rewards  Earn Rewards
Customer Signs up for the Loyalty    Program    Activity        Redeem Rewards  Earn Rewards
Customer Signs up for the Loyalty    Program                          Activities                                        P...
Customer Signs up for the Loyalty    Program    Activity        Redeem Rewards  Earn Rewards
Customer Signs up for the Loyalty    Program                                     Rewards    Activity        Redeem Rewards...
Customer Signs up for the Loyalty    Program                                     Rewards    Activity        Redeem Rewards...
Redemption                   Rewards Channels      Website          Products     Call Center      Gift Vouchers        SMS...
Rewards                           ProductsOrder Fulfillment ??                          Gift Vouchers                     ...
Rewards            Order Fulfillment                     API               Order    Products                       Managem...
   Modular Architecture of Drupal   Availability of Ubercart modules for Redemption   “Services” module for Communicati...
• Transaction                       • Product api• Points• Customer  data                Users    Products                ...
Fetch• Transaction                       • Product api   product data• Points• Customer  data                Users    Prod...
Fetch• Transaction                       • Product api   product data• Points• Customer  data                Users    Prod...
Fetch            Customer                                                     Fetch            data     • Transaction     ...
Fetch             Customer                                                     Fetch             data     • Transaction   ...
Loyalty       Products               Customers            StoresRedemptionSystem              Orders                      ...
Loyalty        Products               Customers               StoresRedemptionSystem               Orders                 ...
Loyalty                         Products               Customers               StoresRedemptionSystem                     ...
Loyalty                         Products               Customers               StoresRedemptionSystem                     ...
Loyalty                         Products               Customers               StoresRedemptionSystem                     ...
Conditional checkout based on product types                        Billing Info + Shipping Info                        Bil...
Order structure – Ubercart vs SAP Default Ubercart model:Order id        Nid        Title               Points   Qty      ...
Order structure – Ubercart vs SAP Default Ubercart model: Order id           Nid             Title            Points      ...
Customer
Customer           Channels
• Transaction                         • Product api                                • Points                               ...
Loyalty                                                                                                     3rd party     ...
   Drupal 7 + Ubercart 3 + Oracle 11g   Drupal as an Order fulfillment engine
Samarjeet Singh     Somokanta Sharma    President         Head -Technologysamar@iksula.com   somokanta@iksula.com
How to Use Drupal to Build a Loyalty Redemption System
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How to Use Drupal to Build a Loyalty Redemption System

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  • New Customer Acquisition is Very Expensive and Can Make Your Business BleedIN this world of Easy Access customers will always look for options and you can easily loose them to Competition
  • Cloud base perspective pointing towards the purpose of Loyalty programs
  • Cloud base perspective pointing towards the purpose of Loyalty programs
  • Cloud base perspective pointing towards the purpose of Loyalty programs
  • Cloud base perspective pointing towards the purpose of Loyalty programs
  • Cloud base perspective pointing towards the purpose of Loyalty programs
  • Cloud base perspective pointing towards the purpose of Loyalty programs
  • How to Use Drupal to Build a Loyalty Redemption System

    1. 1. 1. Who are we ?2. Loyalty Program - Why?3. How does it work?4. Project’s Requirements5. Why Drupal6. Architecture7. Addressing Challenges8. What’s next at Iksula?
    2. 2.  12+ Years of Internet Expertise 150+ Employees 20+ Drupal Developers 200+ Websites powered by Iksula
    3. 3. Samarjeet Singh Somokanta Sharma President Head -Technologysamar@iksula.com somokanta@iksula.com
    4. 4.  New Customer Acquisition is Expensive Customers will always look for Options Recognizing your Loyal Customers Lead to Long term Relationships.
    5. 5. Capture Analyze Leverage Reinforce
    6. 6. Capture Analyze Leverage Reinforce Loyalty Programs increase customer Life time Value ( LTV ) Capture buying habits and preferences.
    7. 7. Capture Analyze Leverage Reinforce Analyze Customer Segments Generate Satisfaction scores Analyze Churn Calculate Lifetime value
    8. 8. Capture Analyze Leverage Reinforce Create Customer Segmentation Targeted Promotions and Rewards Improve Customer Satisfaction
    9. 9. Capture Analyze Leverage Reinforce Reinforce and Reward Desired Behaviors
    10. 10. Retain Customers Gain customer Gain Customer insight Insight TargetedAcquire New customers Increased Marketing Campaigns Revenue Increase Competitive Spend and Advantage Frequency Build Build brand Customer Loyalty Relationship
    11. 11. Customer Signs up for the Loyalty Program
    12. 12. Customer Signs up for the Loyalty Program Activity
    13. 13. Customer Signs up for the Loyalty Program Activity Earn Rewards
    14. 14. Customer Signs up for the Loyalty Program Activity Redeem Rewards Earn Rewards
    15. 15. Customer Signs up for the Loyalty Program Activity Redeem Rewards Earn Rewards
    16. 16. Customer Signs up for the Loyalty Program Activity Redeem Rewards Earn Rewards
    17. 17. Customer Signs up for the Loyalty Program Activities  Purchases Activity Redeem Rewards  Window shopping  Inquiry  Feedback / Review Earn Rewards  Interaction
    18. 18. Customer Signs up for the Loyalty Program Activity Redeem Rewards Earn Rewards
    19. 19. Customer Signs up for the Loyalty Program Rewards Activity Redeem Rewards  Points  Vouchers Earn Rewards  Discounts
    20. 20. Customer Signs up for the Loyalty Program Rewards Activity Redeem Rewards  Points  Vouchers Earn Rewards  Discounts
    21. 21. Redemption Rewards Channels Website Products Call Center Gift Vouchers SMS Movie Tickets
    22. 22. Rewards ProductsOrder Fulfillment ?? Gift Vouchers Movie Tickets
    23. 23. Rewards Order Fulfillment API Order Products Management System ( SAP ) API Gift Vouchers Gift Portal API Movie Tickets Ticket Booking Portal
    24. 24.  Modular Architecture of Drupal Availability of Ubercart modules for Redemption “Services” module for Communication with External Applications Custom Modules
    25. 25. • Transaction • Product api• Points• Customer data Users Products Work flow Orders engine• Rules • Order api• Conditional processes
    26. 26. Fetch• Transaction • Product api product data• Points• Customer data Users Products Work flow Orders engine• Rules • Order api• Conditional processes
    27. 27. Fetch• Transaction • Product api product data• Points• Customer data Users Products Work flow Orders engine Push Orders• Rules • Order api• Conditional Fetch processes Order Status
    28. 28. Fetch Customer Fetch data • Transaction • Product api product data LMS • Points Push • Customer Tx History data Users Products Work flow Orders engine Push Orders3rd Party • Rules • Order apiSystems • Conditional Fetch processes Order Status
    29. 29. Fetch Customer Fetch data • Transaction • Product api product data LMS • Points Push • Customer Tx History data Users Products Work flow Orders Order engine Push Orders Fulfillment3rd Party • Rules • Order apiSystems Fetch POS • Conditional Fetch Orders processes Order Status
    30. 30. Loyalty Products Customers StoresRedemptionSystem Orders Work flow engine(DRUPAL) Transactions Logs Services Api Layer
    31. 31. Loyalty Products Customers StoresRedemptionSystem Orders Work flow engine(DRUPAL) Transactions Logs Services Api Layer Website Customer Care SMS Gateway application (Drupal) (Drupal) (Custom PHP)
    32. 32. Loyalty Products Customers StoresRedemptionSystem Orders Work flow engine(DRUPAL) Transactions Logs Services Api Layer •Browse products •Login •Update profile •Redeem products •Order status •Transaction History Website Customer Care SMS Gateway application (Drupal) (Drupal) (Custom PHP)
    33. 33. Loyalty Products Customers StoresRedemptionSystem Orders Work flow engine(DRUPAL) Transactions Logs Services Api Layer •Browse products •LDAP •Login •Customer •Update profile Authentication •Redeem products •Update profile •Order status •Redeem products •Transaction History •Order status •Support queries Website Customer Care SMS Gateway application (Drupal) (Drupal) (Custom PHP)
    34. 34. Loyalty Products Customers StoresRedemptionSystem Orders Work flow engine(DRUPAL) Transactions Logs Services Api Layer •Browse products •LDAP •Mobile Number •Login •Customer verification •Update profile Authentication •Get balance points •Redeem products •Update profile •Get Member Number •Order status •Redeem products •Redeem products •Transaction History •Order status •Order status •Support queries Website Customer Care SMS Gateway application (Drupal) (Drupal) (Custom PHP)
    35. 35. Conditional checkout based on product types Billing Info + Shipping Info Billing Info + Shipping Info + email and phone Billing Info + Shipping Info + email and phone
    36. 36. Order structure – Ubercart vs SAP Default Ubercart model:Order id Nid Title Points Qty Subtotal112 72 iPhone 4 S 100 2 200112 73 Samsung Galaxy S3 150 1 150 Total 350 Order Status payment_received
    37. 37. Order structure – Ubercart vs SAP Default Ubercart model: Order id Nid Title Points Qty Subtotal 112 72 iPhone 4 S 100 2 200 112 73 Samsung Galaxy 150 1 150 S3 Total 350 Order Status payment_received Required model:Order id Line item Id Status Nid Title Points Qty Subtotal112 10001 Despatched 72 iPhone 4 S 100 1 100112 10002 Despatched 72 iPhone 4 S 100 1 100112 10003 WIP 73 Samsung 150 1 150 Galaxy S3 Total 350
    38. 38. Customer
    39. 39. Customer Channels
    40. 40. • Transaction • Product api • Points • Customer data Users ProductsCustomer Work flow Orders engine • Rules • Order api • Conditional processes Loyalty Redemption Engine Channels Rewards
    41. 41. Loyalty 3rd party External Applications Management Systems System • Transaction • Product api • Points • Customer data Users ProductsCustomer Work flow Orders engine • Rules • Order api • Conditional processes Loyalty Redemption Engine Channels Rewards
    42. 42.  Drupal 7 + Ubercart 3 + Oracle 11g Drupal as an Order fulfillment engine
    43. 43. Samarjeet Singh Somokanta Sharma President Head -Technologysamar@iksula.com somokanta@iksula.com
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