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How mobile apps are transforming CRM

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With so many smart-phones in use, mobile apps can now truly transform the customer life-cycle. The presentation covers apps which are impacting every phase of the life-cycle from awareness, loyalty, …

With so many smart-phones in use, mobile apps can now truly transform the customer life-cycle. The presentation covers apps which are impacting every phase of the life-cycle from awareness, loyalty, product discover, point of purchase, and customer support. Businesses have an opportunity to leverage / learn from these apps to better engage with their customers.

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  • 1. How
Mobile
Apps
Are
Transforming
CRM
 June
2011

  • 2. Mobile Apps – Transforming CRM
  • 3. Mobile
Apps
–
Impac>ng
En>re
CRM
Lifecycle

  • 4. Mobile
Apps
–
Impact
on
CRM
Flow
 - Areas of Impact - Offers & Coupons - Loyalty Program Management - In-store Footfalls - In-store Product Availability - Real Time Product Review / Comparison - Point of Purchase - Customer Self-Service
  • 5. Mobile Apps – Offers & Coupons
  • 6. RuGers
Covenience
Store
App
  RuGer’s
is
a
Pennsylvania,
US‐based
 convenience
store
chain

  The
App
helped
users
to:
  Locate
closest
RuGer’s
stores
and
get
 direc>ons
from
your
current
loca>on
  Get
real‐>me
gas
price
informa>on
for
 RuGer’s
stores
  Get
instant
alerts
about
special
 promo>ons
and
deals
available
at
RuGer’s
 stores
  Redeem
paperless
mobile
coupons
sent
 directly
to
their
smart
phones
  Leverage
loyalty
card
during
purchase
to
 earn
discounts
on
gasoline


Source:
hGp://www.ruGers.com/?page_id=305

  • 7. Cardagin
  Cardagin
helps
local
businesses
stay
 in
business
by
connec>ng
them
with
 their
most
loyal
customers
  Businesses
can
send
daily
coupons
to
 individual
customers,
using
informa>on
 that
each
user
has
applied
to
Cardagin
  Cardagin
helps
users
consolidate
 their
loyalty
cards,
accumulate
status,
 without
the
burden
of
carrying
stacks
 of
paper
and
plas>c
loyalty
cards
  Check
for
any
coupons
that
may
be
 available
for
that
business
and
choose
 the
most
appealing
offer
to
redeem
  Record
loyalty
points
to
earn
 rewards,
and
redeem
rewards
earned
 from
prior
visits
Source:hGp://itunes.apple.com/us/app/cardagin/id381051635?mt=8#

  • 8. CardStar
  Empowers
merchants
to
push
the
 right
offers
to
the
right
customers
in
 real
>me
via
geo‐targe>ng
  Provides
simple
tools
for
merchants
 to
load
offers,
coupons
and
incen>ves
 into
the
applica>on
  Enables
customers
to
promote
 incen>ve
programs
and
communicate
 important
informa>on
like
product
 recalls
to
customers
  Provides
a
deep
level
of
customer
 analy>cs,
enabling
merchants
to
tailor
 marke>ng
messages
and
promo>ons
to
 mobile
customers
  Helps
share
customized
merchant
 informa>on
to
customers
like
contact
Source:
hGp://www.mycardstar.com/
 informa>on,
store
locators
and
mobile
 coupons

  • 9. Mobile Apps – Loyalty Program Management
  • 10. Placepop
  Place
Pop
is
a
loca>on‐based
service
 for
businesses
to
create
a
loyalty
 program
to
reward
repeat
customers
  Businesses
can
create
a
mobile
 loyalty
card
without
needing
to
build
 new
technology
  
Businesses
can
customize
their
card
 with
logo,
images,
custom
gree>ngs
 and
define
card
>ers
(i.e.
bronze,
silver,
 gold,
etc)
  The
app
uses
a
device’s
GPS
system
 to
iden>fy
Place
Pop
par>cipants
in
the
 surrounding
area
and
user
wish‐lists
  Businesses
also
get
access
to

user
 demographic
through
ac>vity
feeds,
 content
shared;
analy>cs
on
other
 loca>ons
visited,
facebook
Source:
hGp://www.placepop.com/
 demographics,
etc

  • 11. Mobile Apps – Increase In-store Footfalls
  • 12. Placecast
ShopAlerts
  ShopAlerts
uses
geo‐fencing
 technology
to
create
a
pre‐defined,
 virtual
space
around
a
par>cular
 loca>on
  It
is
not
>ed
to
any
one
app,
 opera>ng
plaborm,
carrier,
or
device
  Supports
delivery
of
text
/
rich
media
 message
tailored
dynamically
based
on
 place,
day,
>me,
and
CRM
or
customer
 loyalty/
past
purchases

  Customers
can
opt‐in
to
receive
 ShopAlerts
messages
and
customize
 messaging
frequency
and
content
 preferences
  Provision
for
loca>on
based
 qualita>ve
and
quan>ta>ve
reports
to
 support
measure
effec>veness
of
Source:
hGp://placecast.net/shopalerts/index.html
 marke>ng
strategy


  • 13. Mobile Apps – In-store Product Availability
  • 14. JiWire
Compass
  Locates
nearest
loca>on
of
retailer
 where
product
is
available
and
 concierge
service
to
reserve
product

  Provides
detailed
informa>on

 product
specs
(i.e.
product
catalogs)
 and
availability
  Provides
exact
loca>on
to
users
on
 map
generated
in
real
>me
with
 walking
&
driving
direc>ons
based
on
 traffic
flow
  Products
from
over
200,000
retailers
 and
product
manufacturers.
Offers
 more
than
3
million
unique
products
 across
the
U.S
Source:
hGp://www.jiwire.com/compass

  • 15. Mobile Apps –Product Review / Comparison
  • 16. Google
Shopper
  Allows
users
to
search
for
products
 through
image
capture
(
for
books,
cd,
 dvds,
games,
etc)
or
voice
(
saying
the
 name
of
the
product)
and
also
supports
 scanning
barcode
of
almost
any
 product

  It
leverages
Google
product
search
to
 help
users
can
find
prices,
reviews,
 specs,
and
more
  Users
can
find
the
best
prices
online
 and
buy
the
product
from
their
favorite
 web‐site

  App
allows
users
to
find
nearby
 stores,
then
call
them,
get
direc>ons,
Source:
hGp://www.google.com/mobile/shopper/
 and
more
  App
provides
users
with
cura>on
 features
to
bookmark
favorites
and
 share
par>cular
product
details
 through
Facebook,
TwiGer,
etc

  • 17. Mobile Apps – Point Of Purchase
  • 18. Starbucks
Mobile
Card
  The
Starbucks
mobile
payments
 offering
is
a
“touch
to
pay”
system,
 where
app’s
barcode
communicates
 with
the
in‐store
scanner
at
the
register
 to
make
the
payment
(even
without
a
 physical
card)
  Users
can
manage
their
funds,
check
 card
balance,
add
addi>onal
funds,
 review
your
purchase
history
via
the
 card
app
  Registered
cards
are
en>tled
to
 addi>onal
benefits
through
discounts,
 rewards
and
special
perks
like

a
free
 drink
on
your
birthday
or
free
wifi
 access
using
your
laptop
at
any
 Starbucks
Source:
hGp://www.starbucks.com/coffeehouse/mobile‐apps/starbucks‐card‐mobile
  Supports
various
methods
to
refill
 card
(
Visa,
MasterCard,
etc)
and
 securely
encrypts
and
transmits
user
 credit
card
informa>on
using
256‐bit
 SSL
encryp>on

  • 19. Mobile Apps – Customer Self Service
  • 20. Fly
Delta
App
  Users
can
leverage
self
service
to
 make
flying
with
Delta
airlines
more
 convenient
and
rewarding
  Users
can
check
in
for
upcoming
 flights,
download
mobile
boarding
 passes,
select
seats,
and
rebook
 canceled
or
misconnected
flights
  Supports
checking
flight
status,
 terminal
informa>on,
upcoming
flight
 schedules,
airport
informa>on,
 weather,
etc
  Provides
features
to
manage
sky
 miles
balance,
and
convenience
 features
for
frequent
travelers
like
Source:
hGp://www.delta.com/traveling_checkin/ "note
your
parking
spot”
travel_>ps/mobile/iphone/index.jsp

  • 21. About Kuliza
  • 22. About
Kuliza
Kuliza
 is
 a
 social
 technology
 firm
 focused
 in
helping
 companies
 leverage
 social
 so4ware,
community
 pla8orms,
 mobile
 and
 cloud
compu;ng
 for
 improving
 business
 performance,
communica>on
and
customer
engagement.


  • 23. Our
offerings
 ZaSocial ZaMobile ZaCloudKuliza
offers
solu>ons
for
 Kuliza
offers
solu>on
to
design,
 Kuliza
offers
cloud
services
to
designing
and
building
social
 build
and
distribute
mobile
apps
 ensure
a
hassle
free
infrastructure
soqware
and
community
 for
iOS,
Android
and
Blackberry.
 to
sustain
your
changing
needs.
plaborms.

Our
focus
areas
are:
 Our
focus
areas
are:
 Our
focus
areas
are:
 Online
communi>es
 
  Mobile
CRM
 
  Cloud
consul>ng
 
  acebook
Apps
 F   obile
loyalty
programs
 M   loud
h
migra>on
and
 C  ocial
Commerce
 S   obile
Transi>on
 M management
  ocial
CRM
 S
  • 24. Our
Capabili>es
 Plan Build Manage Strategy
 Design
 Engineering
 Infrastructure
  Interaction  Drupal, Joomla,   eb app hosting W  ocial Strategy S design WordpressRoadmap  Mobile / FB app  Visual Design  Magento, Uberkart hosting  ocial Software SDesign   esign Research  Java, php, Ruby, D  Drupal, Joomla Wordpress hosting  enior management S  iOS, Andriod,   esign Dworkshops Prototyping Blackberry  Magento Hosting (html, css, js) development  ntegration with I Facebook, LinkedIn and Twitter APIs
  • 25. Partners
 Community
DigiWhirl:
network
of
experienced
community
managers
 UXD
Apparatus
Media:
Leading
bou>que
UXD
and
brand
design
firm
 Technology
Beevolve:
Listening
plaborm
partners
for
customer
engagement
command
centre
Oblong:
pioneers
in
gesture
compu>ng
with
tools
to
transform
methods
of
engagement
MobStac:
mobile
enterprise
ready
publishing
plaborm
that
help
companies
deliver
a
delighbul
mobile
experience
to
their
customers



  • 26. Achievements
Ranked all India 10 and Asia Pacific 89 amongthe fastest growing technology companies byDelloitteRanked all India 3 and Asia Pacific 23 amongthe fastest growing technology companies byDeloitteRecognized among the top 10 emerging Indiancompanies across all sectors for the year 2010by NASSCOM
  • 27. Ask
us
how
mobile
apps
can
transform
your
CRM

 Kuliza.com
|
sales@kuliza.com
|
@kuliza

 kaushal.sarda@kuliza.com @ksarda 27


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