SIMON SYSTEMS (MALAYSIA) CUSTOMER LOYALTY & ENGAGEMENT SOLUTIONS
About Us • Simon Systems (Malaysia) specializes in the Customer Digital Engagement Solutions Customer Loyalty systems Digital Marketing Solution (Email / SMS Marketing) • Our team has more than 10 years of Loyalty System experience, with client presence in Malaysia and Indonesia. • In Indonesia, we partner with AIMIA Indonesia for Loyalty Program Consulting and Campaign Execution. • Our flagship products Dexperien : Customer Loyalty Solution Expresso : Customer Engagement Platform for Expressways
Our Key Clientele Digital Marketing Campaigns Customer Loyalty System
Our Key Differentiators Comprehensive Service Offering ▪ Our technical services is comprehensive and holistic – covering from Loyalty Backend System ▪ ▪ Web & Mobile App Software development Managed Services & Support ▪ Focus in Customer Loyalty & Digital Engagement Team’s experience is primarily focused in Customer Loyalty & Digital ▪ Engagement ▪ Implemented Loyalty System for Financial, Expressways & Retail industry System capable of handling large volume of loyalty transaction processing ▪ (more than 2 mil trx / day) Research & Development of In-house Software Product ▪ Flexible Business model ▪ Software Subscription and Managed Services ▪ Managed Service covers infrastructure, technical support, system maintenance/operations support (depending on scope needed) On-premise or cloud-hosted model ▪ Page 5
Dexperien Solution Framework Corporate Portal Merchant Portal Customer Portal Customer API Mobile Apps ELECTRONIC DELIVERY CHANNEL Reward Earn System Base Reward Burn Marketing Campaign • Individual Customer Communications • Transaction Reward • Product Catalogue • Corporate Customer • Email, SMS • Campaign Reward • Fast Track • Member Type • Push Notification • Activity Reward • Instant Redemption • Member Attribute • Evoucher Campaigns • Member Discount • Cash Reward • Member Segment • Trigger messaging • Promo Code • Cashback • Product Setup • E-Receipt • Multi-Funder • E-Voucher • Reward Currency • InApp Messaging • Point Adjustment • Fee Knock-Off • Merchant Mgmt • Geo-location messaging • Point Transfer • Partner Exchange • Upgrade Downgrade Management • Reward Calculation E- • Fulfillment Tracking • Member Discount • RFM • Fulfillment Portal Statement • API Security • Campaign ROI Analyze Support Service Secure Infrastructure Disaster Load Firewall FTP Helpdesk Monitoring SLA Monitor Backup Maintenance Recovery Balancer
Member Management • Member search - locate members based on their id, email, phone, name, country, subscription date, • Member Type- Categorize members by their spending patterns (e.g.: Blue, Silver, Gold, Diamond) • Member group – Categorize into groups for Reward Program Purpose • Master Account – Group different members into same account based on IC / Passport Number
Member Management Features • Categorize Member Types using Attributes – different attributes will business rules assigned to them • Group Members into single Master Account – points will be accumulated under master account for redemption purpose • User login to portal using single User Id tagged to Master Account • Support for One-Time-Password during user registration • Fine-grained control of Member Status – Active/Inactive and Redemption Status • Promo Code for specific reward programs that are selectable by members – e.g. double points at selected highway locations
Member Management • Member search - locate members based on their id, email, phone, name, country, subscription date, • Member Type- Categorize members by their spending patterns (e.g.: Blue, Silver, Gold, Diamond) • Member group – Categorize into groups for marketing purposes • Member profile – Detailed information on member’s profile, loyalty point accumulation, redemption and sales transaction data from one single place.
Detailed Profiling of Members Gender Geographic Age Grouping Income Ranges Interests Occupation Ethnicity Religion
Deepening Customer Engagement Affiliation, Co-Branding Analyse & Partner customer programs acceptance of Integrated various Campaigns rewards & across engagement Engagement multiple programs programs channels {EDM, sms, mobile apps} Customer Database Page 11
Reward Issuance Features • Transaction Reward Reward program based on daily usage transaction o Fine-grained targeting of members based on Member Group, Member Type, Promo o Code and Special Rules (e.g. Birthday) Rewards can be Daily calculated or monthly calculated o Reward Tier – reward based on Points / Rebate o • Campaign Reward Reward program based on marketing programs o Parameters similar to Transaction Reward o Have time-based parameter o Have quota allocation based on campaign / member allocation o • Activity Reward Reward Program for activity-based or action-based events o Reward using Points/Rebate o E.g. Card Activation, Member First Time login, Member-Refer-Member, Registration of card, etc
Reward Issuance – Multi-Fund Programs • Increase frequency of campaigns with co-funded programs 2 Customer Spend in campaign period Loyalty Members receive Reward 3 1 Create Campaigns Co- 4 Funded by Merchants Funding from merchants to loyalty program operator Merchant Program Operator
Reward Redemption Methods • Physical Product Points Only Points + Cash • Cash Reward Applicable for members with e-Money Account • Cashback • E-Voucher • Partner Exchange • Instant Redemption
Reward Program for E-Money Account • Redemption program Rebate Rebate accumulated and at end of billing cycle, will be sent to e- Money Backend System using the Automated Cashback Loyalty Points Loyalty Points accumulated like any other members Members can use points to Redeem physical products, e-voucher, Partner Exchange points Redeem as Cash Reward which will have cash amount debited back to e-Money Backend Account
E-Money for Instore & Online purchase • Create cashback reward programs that reward cash directly to customers which are credited into the closed loop prepaid e- money account • Customers can send money gift cards to friends/family which is credited to the E-Money account • E-money can only be used at your store. Customers will therefore repeatedly visit your store to use the remaining credit • Customers can pay more quickly, reducing queues at cash register • Sales per customer can be increased because payment is easy, making customers buy more
E-Money for Instore & Online purchase * E-Money platform is using NEC Integrated E-Money System (IEMS) through our collaboration with NEC
E-Money Components • Reader/writer connected via USB. It can read/write information from payment media and is controlled by a host computer that can be either an Android tablet or smartphone, or a Windows PC. Page 18
Case Study at AEON Mall Jakarta Garden City • Customer use E-Money Medium (e.g. NFC Card) to pay for purchase 3 IEMS POS connect to 1 IEMS via API for e- money transaction Customer purchase at POS Dexperien Customer scan card 2 4 at POS POS connect to Dexperien via API for point calculation
Flexible and easy for customers to enjoy your rewards Multiple Redemption Options • E-Voucher • Use Points as cash during check-out at cashier • On-line catalog-style redemption module • Redeem products – points / points + cash • Special offers - Discounted or Reduced Points redemption offers • Cash Back
Customer Reward Redemption Portal
Loyalty Program Communications Communications & Preference Center Middleware Interactions SMS, E-mail, Call, Push Notification Recognition Member Privileges Loyalty Points Member Communication • Accumulate points • Member e-newsletter • Recognition as • Enjoy special when spending at to update on latest member member discounts participating merchants promotion campaign, • Gain access to • Invitation to • Use points to redeem special discounts, member only members’ events merchandise / upcoming fairs, etc. facilities vouchers / make • Targeted e-mailers payment • e-points statement • mobile apps
Campaign Management • Campaign Program - create marketing campaigns for tactical promotions such as double points, triple points, etc. • Target Audience - Send campaign detail to target member group. Tool is available for user to group member based on user defined criteria. • Scheduler - Schedule campaign launching date and time. • Channel - Select the right tool for your campaign – email , over the counter or web. • Campaign Template - upload sample campaign template in the form of html and text format. For example: newsletter and survey question.
Customer Engagement Use case Page 24
Location based promotion Page 25
In-App Messaging & Push Notification In-App Messaging Push Notification • Displayed while user is • Displayed when user is not actively using your app using your app • Drive interaction and • Re-engage inactive users back discovery within app into your customer journey
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