The IBM loyalty management solution for SAP clients can help organizations deploy full-featured loyalty programs quickly, easily and inexpensively on SAP systems. The solution provides advanced analytics, so you can gain a deeper understanding of potential, new and existing customers.

1. IBM Enhanced SAP Loyalty Management Solution
powered by IBM Research's advanced social analytics platform

2. Satisfaction – Relevance– Value Loyalty – Revenue – Profitability
Opportunity: Loyalty membership programs can drive retention, revenue,
and profitability
Joins program
Shops
Uses social networks
Responds to offers
Uses mobile app
Customer Company
Launches and manages program
Tracks customer behaviour and preferences
Makes valuable offers
Drives intelligence into program

3. Launching great programs, though, has many challenges
Program challenges
 Programs are too often just “giving stuff away”
and don’t truly drive loyal behavior
 Lacks good social and mobile capabilities and
can’t keep up with customer channel preferences
 Lacks customization and relevance to individual
customers
Operational challenges
 Loyalty information and data difficult to use and
doesn’t provide useful insights
 Program management is unnecessarily
difficult, laborious and costly
 Program launch is low priority for IT group, or
delivered too slowly

4. Was quick and easy
to launch
Leveraged Advanced Analytics
to drive real insights
Utilized social media and
transactional data
Was controlled by your group,
requiring little IT dependence
Included a mobile
consumer app
Required minimal IT investment
to start and support
What if your loyalty program…?

5. Instant membership card
and program activation
Cloud and systems environment including Interfaces to POS and other transactional
systems
Customers
Social-enabled
offers and recommendations
Marketers
and
analysts
Loyalty
dashboard
and marketer
interfaces
SAP CRM
Backend
Mobility
Platform
Ready-to-configure
mobile consumer app
Integrated System
IBM Research
advanced social
analytics platform
Overview

6. Demonstration
Social persona
Lilly Paterson
34 years old
Married, mother of two
Happy user of social media, active in reading and writing reviews,
enjoys photography and listening to music

7. A petroleum retailer uses the IBM Enhanced SAP Loyalty Management Solution to grow
new wallets, expand wallet share, increase loyalty, and mitigate risk by providing
personalized purchase recommendations. A mobile consumer application fully integrated
with the loyalty backend system has been launched.

8. While registering her details an instant
membership card is issued
She earns extra points for sharing
her social media information
Lilly Patterson downloads the mobile app to her smart phone and registers for
the program

9. Review the loyalty
points summary
Check purchase
history
Check loyalty
point history
Identify and navigate
to the nearest gas station
Lilly uses her mobile device to ...

10. The pump display asks for additional items to be purchased. Lilly swipes the barcode of the relevant recommendation.
She completes her transaction by using loyalty points or paying with the mCommerce feature of the mobile application,
then she proceeds to the store to pick up her purchased items. Lilly receives the receipt on her mobile device.
IBM Research's advanced
social analytics platform
mines the customer's social
footprint and purchase history
to provide personalized
recommendations.
While filling up gas she checks the
recommendations provided by the
IBM Research Engine
When Lilly arrives at the gas station...
She swipes her loyalty card or the
member barcode on her mobile app
Social Network
Purchase History

11. Social networks
(Publicly available)
Wikis Photo
sharing
Blogs
100+ million
MicroblogsForums/newsgroups
120+ million
Video sharing Social media news
Aggregators
‘Owned’ media outposts‘Paid’ channel utilization
Social
Sources
11
‘Earned’ media feeds ‘POE’ Performance
Social Mgmt
Solutions
Offer Delivery Channel >
Personalized Recommendation >
Offer Delivery Platform >
Web/Micro Sites
Mobile Sites
Blogs
Twitter Accounts
Display Ads
Paid Search
Sponsorships
Affiliate Channels
Word of Mouth
Social Buzz
Viral Awareness
Sentiment Analysis
Predictive Analysis
Performance Analytics
Business Alignment
Marketing Objectives
CRM
PI
Mobile
Platform
The personalized mobile loyalty solution is powered by SAP software and IBM
Research's advanced technologies

12. 12
MyCokeRewards Mobile App
Coke, one of IBM’s premier clients, engaged IBM on mobile loyalty applications.
Solution
•Code Entry: Enter Coke product
Codes on mobile device
•Rewards: Review and select rewards
•Offers: View and select personalized
offers
Results
•Registered users: >22 million
•Mobile app: 350K+ downloads
•Mobile consumer connections: 75
million

13. 13
National Rent-a-Car Mobile App
Leveraging strategy and experience design to deliver a game changing app
that provides an exceptional rental experience to vault National above their
competitors and is difficult to replicate
Solution
Customer Driven Innovation
• Cross discipline IBM Consulting team delivers
comprehensive solution that meets needs of
customer, follows market forces, and aligns
with multiple technology dependencies.
• Integrated Design and Development team
worked closely with customer stakeholders to
create, develop, and deploy high quality, user
centric iOS and Android applications
significantly faster than internal resources
could manage
Results
• Mobile application solution identifies
customer’s rental journey. It anticipates and
proactively provides vital information before
the customer knows they need it.
• 100,000 downloads in two months after
launch, with a 4+ star ratings in iOS and
Android app stores.
National wanted to provide their customers with an “all in one” car rental solution that enabled easy access to their
reservation engine, rewards balances, discounts, and payment information.

14. 14
Air Canada Mobile and iPad Apps
Air Canada, one of IBM’s premier clients, engaged IBM on mobile check-in,
booking and notification enhancements for their mobile applications.
Solution
•Booking with payment: Search and
book your flights directly on your iOS
device.
•My Flights: Track all your Air Canada
flights from a single location
•Check-In: Use it to access Mobile
Check-In when you don’t have your
flight set up in the My Flights Feature.
•Notifications: Receive flight
reminders, including delay alerts.
Results
•1.5M+ downloads, 50k+ sessions per
day
•200 / day mobile bookings paid (on
avg)
•2000 / day searches for routes and
fares (shopping)

15. 15
TimmyMe Mobile App
Tim Hortons wanted to create an app to make orders simpler, payment to be
convenient, and overall achieve a seamless coffee experience.
Solution:
•Locator: Restaurant finder
Secure Payment/Account: Tim Card
payments, including passbook integration,
real time Tim Card balance, reload and
access to transaction history and merge Tim
Card balances.
Digitalized Coffee Experience: TimmyRun
with friends and coworkers (including
integration with desktop version), product
menu and nutrition info.
Social & Engagement: Integrated with
contests and games, check into Facebook
and Tweet from the app.
Analytics & Software: Statistic tracking tags
to determine what functionality is most used,
in which OS etc., reduce app sizing.
Across platforms: Available on iPhone,
iPad and Android.