How to Use Drupal to Build a Loyalty Redemption System

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?

 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 Lead to Long term Relationships.

Capture Analyze Leverage Reinforce

Capture Analyze Leverage Reinforce Loyalty Programs increase customer Life time Value ( LTV ) Capture buying habits and preferences.

Capture Analyze Leverage Reinforce Analyze Customer Segments Generate Satisfaction scores Analyze Churn Calculate Lifetime value

Capture Analyze Leverage Reinforce Create Customer Segmentation Targeted Promotions and Rewards Improve Customer Satisfaction

Capture Analyze Leverage Reinforce Reinforce and Reward Desired Behaviors

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

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 Activities  Purchases Activity Redeem Rewards  Window shopping  Inquiry  Feedback / Review Earn Rewards  Interaction

Customer Signs up for the Loyalty Program Activity Redeem Rewards Earn Rewards

Customer Signs up for the Loyalty Program Rewards Activity Redeem Rewards  Points  Vouchers Earn Rewards  Discounts

Redemption Rewards Channels Website Products Call Center Gift Vouchers SMS Movie Tickets

Rewards ProductsOrder Fulfillment ?? Gift Vouchers Movie Tickets

Rewards Order Fulfillment API Order Products Management System ( SAP ) API Gift Vouchers Gift Portal API Movie Tickets Ticket Booking Portal

 Modular Architecture of Drupal Availability of Ubercart modules for Redemption “Services” module for Communication with External Applications Custom Modules

• Transaction • Product api• Points• Customer data Users Products Work flow Orders engine• Rules • Order api• Conditional processes

Fetch• Transaction • Product api product data• Points• Customer data Users Products Work flow Orders engine• Rules • Order api• Conditional processes

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

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

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

Loyalty Products Customers StoresRedemptionSystem Orders Work flow engine(DRUPAL) Transactions Logs Services Api Layer

Loyalty Products Customers StoresRedemptionSystem Orders Work flow engine(DRUPAL) Transactions Logs Services Api Layer Website Customer Care SMS Gateway application (Drupal) (Drupal) (Custom PHP)

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)

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)

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)

Conditional checkout based on product types Billing Info + Shipping Info Billing Info + Shipping Info + email and phone Billing Info + Shipping Info + email and phone

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

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

Customer

Customer Channels

• Transaction • Product api • Points • Customer data Users ProductsCustomer Work flow Orders engine • Rules • Order api • Conditional processes Loyalty Redemption Engine Channels Rewards

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

 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

by Acquia on Aug 29, 2012

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