How
Mobile
Apps
Are
Transforming
CRM
                              June
2011

Mobile Apps – Transforming CRM
Mobile
Apps
–
Impac>ng
En>re
CRM
Lifecycle

Mobile
Apps
–
Impact
on
CRM
Flow
                 - Areas of Impact                    - Offers & Coupons                 ...
Mobile Apps – Offers & Coupons
RuGers
Covenience
Store
App
                                              RuGer’s
is
a
Pennsylvania,
US‐based
           ...
Cardagin
                                              Cardagin
helps
local
businesses
stay
                             ...
CardStar
                                             Empowers
merchants
to
push
the
                                    ...
Mobile Apps – Loyalty Program Management
Placepop
                                          Place
Pop
is
a
loca>on‐based
service
                                 ...
Mobile Apps – Increase In-store Footfalls
Placecast
ShopAlerts
                                                      ShopAlerts
uses
geo‐fencing
                  ...
Mobile Apps – In-store Product Availability
JiWire
Compass
                                             Locates
nearest
loca>on
of
retailer
                         ...
Mobile Apps –Product Review / Comparison
Google
Shopper
                                                 Allows
users
to
search
for
products
                     ...
Mobile Apps – Point Of Purchase
Starbucks
Mobile
Card
                                                      The
Starbucks
mobile
payments
               ...
Mobile Apps – Customer Self Service
Fly
Delta
App
                                                    Users
can
leverage
self
service
to
                    ...
About Kuliza
About
Kuliza
Kuliza
 is
 a
 social
 technology
 firm
 focused
 in
helping
 companies
 leverage
 social
 so4ware,
community
...
Our
offerings
   ZaSocial                            ZaMobile                             ZaCloudKuliza
offers
solu>ons
for
...
Our
Capabili>es
        Plan                            Build                      Manage      Strategy
          Design
 ...
Partners
        Community
DigiWhirl:
network
of
experienced
community
managers
           UXD
Apparatus
Media:
Leading
bo...
Achievements
Ranked all India 10 and Asia Pacific 89 amongthe fastest growing technology companies byDelloitteRanked all I...
Ask
us
how
mobile
apps
can
transform
your
CRM

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

          ...
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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, 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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How mobile apps are transforming CRM

  1. 1. How
Mobile
Apps
Are
Transforming
CRM
 June
2011

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

  4. 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. 5. Mobile Apps – Offers & Coupons
  6. 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. 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. 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. 9. Mobile Apps – Loyalty Program Management
  10. 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. 11. Mobile Apps – Increase In-store Footfalls
  12. 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. 13. Mobile Apps – In-store Product Availability
  14. 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. 15. Mobile Apps –Product Review / Comparison
  16. 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. 17. Mobile Apps – Point Of Purchase
  18. 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. 19. Mobile Apps – Customer Self Service
  20. 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. 21. About Kuliza
  22. 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. 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. 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. 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. 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. 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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