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SIEBEL LOYALTY MANAGEMENT

Oracle’s Siebel Loyalty Management is the industry leading enterprise loyalty

solution that helps transform your customer loyalty initiatives, so that you can
minimize attrition and increase the value and duration of your most important
customer relationships, and help deliver a truly one-to-one loyalty program to
your customers. Oracle is the only enterprise software company that offers an
enterprise class, comprehensive, cross-channel loyalty solution, integrated
with market-leading Siebel CRM application that drives management of
complete loyalty program lifecycle. With Siebel Loyalty, you can drive new
strategies and innovations for a distinctive and differentiated loyalty program.
Siebel loyalty’s rich capabilities and embedded best practices can empower
your loyalty staff to rapidly adapt to changing customer behavior &
competitive trends and continuously stay ahead of the curve by delivering a
personalized, value driven and unique loyalty program.

KEY FEATURES
Gain Deep Customer Insight
• Enterprise Class, multi-channel
Loyalty system pre-integrated with Constraints of legacy loyalty program platforms such as fragmented data, siloed point
core CRM processes including solutions, lack of scalability and heavy reliance on IT makes it difficult to innovate on
marketing, service, order
management and analytics program offerings, rapidly respond to market changes, and gain accurate insight of
customers to ultimately make the loyalty program appealing to diverse member
• Out of Box Cross-Industry best
practices segments. Oracle is the only enterprise class solution that addresses these challenges

• 360 degree member information and with Siebel Loyalty Management.

actionable insight
Oracle’s Siebel Loyalty Management is truly a next-generation, industry best,
• Packaged loyalty member call center comprehensive, multi-channel and multi-partner loyalty solution that empowers loyalty
solution
managers to deliver a distinct loyalty program and enable sustainability of
• Pre-built, configurable member portal
competitiveness for the entire loyalty program lifecycle.
• Flexible and Industry leading tier
assessment models and membership Unlike other products, Siebel Loyalty Management is the only packaged solution that is
schemes fully integrated with the world’s leading CRM solution for a unified 360 degree view of
• Highly flexible, promotions framework the customer and support end-to-end processes to drive improved business results. At
rules framework designed for the heart of Siebel Loyalty Management is a 360 degree view of each customer's profile,
business users
attitudinal and behavioral information. It provides business users access to extensive
• Powerful and graphical promotion
information on each member including transaction history, tier status, loyalty assets,
management
eligible and enrolled promotions, service requests, sales orders and activities, profile,
• 1-to-1 Promotions with Theme based
clubs, event and time based communication preferences and response history
promotions Siebel Loyalty Management empowers business users to manage every aspect of
• Social Rewards and Location based running a loyalty program, from program creation and tier management to partner
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rewards management and the creation of accrual and redemption rules. Siebel Loyalty
• Corporate-employee joint rewards Management helps you streamline and optimize critical loyalty business processes and
deliver differentiated and innovative programs that deliver outstanding customer
• Flexible and automated redemption
experience and value, and build lasting relationships.
processing
• Modular and scalable loyalty engine
for real time and batch processing Reward, Recognize and Differentiate
across channels
• Comprehensive partner management
and partner transaction validation
• Pre-built configurable partner portal
• Pre-built web services for 3rd party
integration

KEY BENEFITS

• Empowers loyalty managers to

innovate on program offerings rapidly
• Superior user experience and control
Figure 1. Siebel Loyalty Promotion Designer Open UI
• Faster time to implement for
competitive differentiation The Siebel Loyalty Manager module provides a simple, intuitive, process-driven drag &
• Improved customer insight and drop user interface to enable business users to create and deploy innovative and
loyalty program performance targeted loyalty promotions. Siebel Loyalty Manager also provides business users with
measurement
flexible tier management capabilities to differentiate and recognize members based on
• Dynamic, personalized rewards for multiple dimensions including value, duration, frequency etc. Siebel Loyalty Manager
superior member experience
allows business users to complete a wide range of activities:
• Superior program value with highly
innovative and 1-to-1 customer  Set-up one or more Loyalty programs
engagement
• Real-time recognition and rewards  Manage multiple targeted membership schemes, for individual, household and
corporate customers. Setup automatic accruals to households and corporate joint
• Enhanced program flexibility and
responsiveness accruals through flexible rules.
• Reduced operating costs by  Manage multiple tier classes and models and control all the aspects of tiers
automating loyalty management
management from number of tiers, to tier rewards, to point expiration rules
business processes
• Increased business user adoption  Set-up partners, products and services offered for accrual and redemptions
• Reduce costs by online access to including product catalogs
information and transactions to
members and partners  Create and deploy targeted loyalty promotions and setup theme clubs, event and
time based promotions, to attract different customer segments based on their
• Monitor and influence member
behavior on with the business and on lifestyle, life stage, interests and preferences
social networks
 Rapidly setup and manage simple to complex promotions in a drag & drop
promotion designer palette. Setup rules with advanced user interface controls in a
hierarchical and nested fashion, based on the mental model of the user and
leverage library of user defined rules templates

 Perform advanced promotion simulation to do ‘what-if’ analysis before you launch

your promotions, and also address customer inquiries rapidly with enhanced insight
to customer service agents

 Perform eligibility check during transaction process and leverage ‘in-memory’

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processing capabilities to dynamically determine promotions and rules that can be

applied in a given context

 Define and manage redemption prices in multiple payment modes and currencies
(e.g. Points, Points + Pay) and calculate redemption prices and discounts
dynamically.

 Implement service recovery, compensation, promotion enrolment and other

membership administration tasks for individual as well as group of members
through data imported from external sources

Drive Cross Channel Customer Engagement

Siebel Loyalty Management allows organizations to deliver great customer experiences
across channels while reducing time and cost to serve. It offers a variety of solutions
that allow organizations to deliver world-class customer care and consistently recognize,
support and reward customers based on value in real-time and at every touch-point
including over the phone, at customer service desk, via the web, at the point of sale,
from a kiosk or from any 3rd party application using web services.

Siebel Loyalty Management offers four different packaged solutions to support member
care needs:

 Siebel Member Services Representatives module: enables contact center agents

to effectively service the needs of members of a loyalty program including:
membership enrollment, creating member transactions, enrolling members into
promotions, processing redemption orders and managing service requests and
view membership profile to handle customer inquiries. To help ensure consistent
and high quality care, Siebel Loyalty Management offers a set of member services
commonly delivered across industries, in the form of pre-configured guided task-
flows to drive enhanced agent productivity and consistent customer experience.

 Siebel Loyalty Service Agent Console: supports key loyalty program related
processes for a customer service desk role such as those found in retail stores,
hotel front desks and airline service desks.

 Siebel Loyalty Customer Portal: an out-of-the-box and configurable web site for
customers to join loyalty programs, update their own profile, review their point
balances, redeem points for goods and services, and enroll in targeted loyalty
promotions.

 Siebel Loyalty Web Services: comprehensive set of SoA enabled Web services
that allow delivery of member services via 3rd party interfaces through seamless
integration with Siebel Loyalty with minimum efforts and cost and helps accelerate
your deployment of loyalty solution significantly.

Build a Powerful Community of Social Influencers

With growing presence and importance of social media networks, it is important to
consider the influence cast by the members on the overall revenue through their “word-
of-mouth” on social media and not just their buying behavior. It is important to monitor,
reward and manage the presence of customers on social communities, and Siebel
Loyalty allows you to do just that, and more.

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Siebel Loyalty allows you to define promotions to reward members for their social
activities like sharing, linking, commenting, reviewing various content and also enable
location based rewards. You can also leverage the social networks to acquire loyalty
members or enroll the members into promotions through flexible web services.

Siebel’s comprehensive Tier Management capabilities also allow you to create social
gamification based on structured and flexible rules with upgrades, downgrades and tier
rewards.

Maximize Speed to Market

Siebel Loyalty includes best-in-class industry capabilities and advanced loyalty features
for member acquisition and lifecycle management, tier management, accrual and
redemption, personalized loyalty promotions, member communications, multi-channel
customer care, cross-industry partner management and analytics. It is delivered on an
open, standards-based and scalable platform and that provides flexibility and agility far
beyond traditional systems and supports rapidly evolving and changing business needs.

Siebel Loyalty Management supports end-to-end loyalty partner management – from

partner recruitment and set-up to joint promotions, billing and analysis. Siebel Loyalty
Management dramatically reduces the time and effort required to onboard new partners
and manage ongoing partner activities through an extensive set of capabilities including:

 Support for pre-purchase partners using point blocks and “pay-as-you-go” partners

 Flexible and configurable partner product offerings and accrual/redemption rules

 Partner specific financial and billing controls and partner statements

 Multi-partner joint promotions and cost sharing based on user-defined parameters

 Configurable industry-specific accrual transaction validation capabilities

 Pre-built partner portal to collaborate on joint promotions and to enable partners to

transact on a self-service basis

This allows to setup new partners and their promotions in minutes rather than days and
in hours rather than weeks.

Siebel Loyalty Management includes a highly scalable, high performance, modularized

engine that supports batch and real-time processing of loyalty transactions across
multiple channels. Transactions can be sourced from multiple channels including:
Siebel Loyalty, point of sale systems, kiosks, Web portals and partner systems. The
Siebel Loyalty Engine ensures that accruals, redemptions, tier changes, statements and
points’ expiry transactions are accurately processed and member balances updated
accordingly. Each transaction carries information such as which promotions got applied
and which did not and the reasons why. The Siebel Loyalty Engine offers unrivalled
performance, scalability, and reliability and performs a variety of key functions:

 Processes loyalty members’ accrual and redemption transactions – in batch or in

real time

 Facilitates administering key loyalty processes with parameters to rapidly address

service outages and to handle exceptional business situations

 Validates transactions for data adequacy, duplication and accuracy for partner

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submitted transactions

 Determines member eligibility and calculates the number of points by point type
(e.g. qualifying and non-qualifying) that a member should earn

 Determines eligibility for tier upgrades and downgrades and effects tier changes
based on various tier assessment models such as fixed date, anniversary based,
rolling period etc.

 Determines member eligibility and calculates redemption price for redemption of

products and services. Supports multiple redemption pricing options (points, points
+ pay, points by distance, points by zone), multiple currencies, dynamic redemption
pricing (based on member, transaction information)

 Automatically processes redemption transactions to issue vouchers to qualifying

members based on point and period threshold values

 Expires points based on multiple point expiry models such as Account Activity,
Fixed day and Period based

 Automatically redeem members’ points based on pre-defined period and point

thresholds, and effectively manage points liability, drive customer behavior and
increase basket size

Measure, Analyze and Optimize

Siebel Loyalty allows you to store, measure analyze and optimize the 360 degree data
about your most valuable customers and create actionable insight from converting data
into information with powerful analytical features. Siebel Loyalty comes coupled with
comprehensive set of analytical reporting tools through Siebel Loyalty Analytics. The
key capabilities include reports ranging customer insight, promotion effectiveness,
partner performance analysis and program insight.

Financial control and fraud detection / prevention is becoming a major success criteria
for Loyalty programs with increasing government regulations and compliance
requirements. Siebel Loyalty supports all major accounting standards to account for
Points liability. It enables accurate liability and revenue accounting and configurable
financial controls through partner account debit rules for pre-paid partners, partner
billing rules and triggers for pre-paid and post-paid partners and user-defined cost
sharing on multi-partner joint promotions

Siebel Loyalty also includes comprehensive set of tools for you to detect and prevent
frauds and costly mistakes from incorrect data. The tools include but are not limited to
configurable transaction validation, enforcing restrictions based on membership status,
accrual effectively to handle retail goods-returns and analytical reports.

Summary
Delivering a 1 to 1 loyalty program to retain your best customers, increase their program
participation and to stay profitable has never been more important. Siebel Loyalty
Management is a unique and comprehensive solution that enables you to identify,
attract, retain and grow your most important customer relationships, acquire rich
customer insights, and improve the overall customer experience through dynamic,
differentiated and cost-effective loyalty initiatives.

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If you would like more information about Oracle’s Siebel Loyalty Management, please
visit here.

CONTACT US
For more information about Siebel CRM, visit oracle.com or call +1.800.ORACLE1 to speak to an Oracle
representative.

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