Comarch Loyalty Management

Comarch Loyalty Management enables managing loyalty programs created for both individual and business customers. It enables defining and administering loyalty programs and provides intuitive servicing of client accounts, contacts, rewards, promotions, and other components.

The system supports loyalty program operations in a broad spectrum, from customer profile development, communication with participants, logistics and award management, creation of business rules, analysis of data, cooperation with partners, to integration with external systems. 

Comarch Loyalty Management is a proven solution that has been present on the retail and consumer services market for over 10 years. 

Features and functionalities

Promotion management

• automatic initiation of promotions related to specific events such as: the forthcoming date of expiration of a customer’s contract  or prepaid recharge expiration, as well as promotion templates  and advanced definition of business rules
• retailers/dealers locations management – easy creation of promotions designed for a specific region or sites belonging to a specific dealer

• managing various types of rewards: wireless accessories, phone gadgets, hardware upgrades, wireless content, proprietary and third party services, discounts based on percentage or value, full coupon support, vouchers and lotteries; real-time maintenance of gift stocks and deliveries between various locations
• support for different rules for points accrual: base points per money spent, bonus points based on the member’s tier, number of RGUs, for selected new purchases, birthdays, activation anniversaries etc.
• multidimensional segmentation of customers - possibility to assign participants to appropriate customer segments, defining segments based on customer attributes and their habits; the segmentation functionality also includes assigning tariff points to each customer segment based on ARPU, number of Revenue Generating Units (RGUs), or  tenure
• managing recognition levels: distinguishing customers according to special privileges and offers

Easy customer management and communication

• easy access to real-time information about clients and complete insight into the history of operations; includes a dedicated CLM mobile application or the possibility to integrate with the existing one
• interactive, personalized dialogue with customers through different communication channels: e-mail, SMS, POS, direct mail, call center, member’s web portal, mobile application;  this includes a customer web portal - easy access to transactions, promotions, special offers, as well as gift catalogue for a program member, as along with many registration options: website, SMS, paper form, call center, mobile application
• Contact Center – tools for Help Desk operators and management provide the possibility to gather contact information and claims

Reporting and monitoring

• built-in reporting engine or integration with external data marts to measure loyalty program efficiency
• automatic fraud detection – a mechanism which detects user and member fraud, and monitors all transactions

Integration

• the system is pre-integrated with billing, CRM, the product catalog, NG Service Fulfillment,  quotation engine and an ESB integration bus – providing real-time promotions and ad hoc promotions
• possible integration with multiple partners

Business and operational benefits

• increased customer loyalty (retention) – maintaining long-term, income-generating, relationships with customers
• increased ARPU through personalized cross - and up-selling, multi-service promotions and availability of points-based on “try before you buy” products and services
• increased customer acquisition resulting from offering attractive benefits to customers that join the program and from collaboration with partners in multi-partner programs
• supporting effective strategies which promote new services or ones that are characterized by low market share
• increasing invoice timeliness as a result of well-thought-out business rules
• possibility for an inclusion of external partners – providing services such as music and video files download, video streaming etc

Do you have a project in this area? Comarch takes care of the end-to-end solution delivery proces - learn more here