Today, Loyalty Programs are a norm in Retail business and also in non-consumer industries like trading, manufacturing and non-profit organizations. The need to be closer to the customers, understand their buying pattern and offering customers a value for their money has prompted these diverse industry segments to seriously think and deploy customer retention strategies. iVend Loyalty, an application which is designed to significantly improve customer retention by bring them continuously back and at the same time aims to improve the customer satisfaction level. iVend Loyalty is currently integrated with iVend Retail and has capabilities to integrate with any Business Management or Retail application using the universal and platform neutral web services based APIs.

1. N e w Yo r k | M e x i c o | L o n d o n | S y d n e y | N e w D e l h i | P a n a m a | S i n g a p o r e
Business Challenges & Benefits

2. iVend Loyalty
BUSINESS CHALLENGES
& BENEFITS

3. • Loyalty Management
Agenda
• iVend Loyalty Architecture
• iVend loyalty- Feature Set
• Why Loyalty
• Business Challenges
• Business Benefits
• Roadmap Ahead
• Licensing
• CitiXsys Fast Facts
• Global Footprint

4. Loyalty Management
One of the top 3 iVend Loyalty – Seamless SAP certified More than just a
focus areas of a complete end- integration with solution loyalty
Retailers today to-end loyalty SAP application
application

5. Overview
Enterprise
Loyalty Server
Store Operations
LAN
Store 1
Typically spread across
Head Office different geographical
iVend Enterprise Server locations
• Head Office
iVend Store Loyalty Store iVend POS • Store
Manager Station Server Terminal • Multiple clients at store
LAN
LAN
Card based licensing
• Annual & Recurring for
Internet cards
• One time setup fee for
iVend Store Loyalty Store iVend POS application
Server Server Terminal
SAP Business One Server
Loyalty Stores connected
• SAP Business One
Server
Store 2 to HO over the Internet
• SAP Retail with/
without POSDM LAN Loyalty Enterprise
• SAP ERP (ECC 6.0) connected to iVend
n Number of stores
• iVend APIs for 3rd Enterprise
iVend Store Loyalty Store iVend POS
party integrations Server Server Terminal
• Loyalty APIs for 3rd
party integrations

6. Application Features
Global Settings Wizard
• Conflict Resolution Setup
− The Conflict Resolution Hierarchy Setup allows
the manager to combine Criteria Groups and
Tender Types to create an hierarchy that is used
by the Points Award engine to find loyalty plans
in the defined order
− Conflict Resolution Methods are used to resolve
conflicts when multiple plans are awarding
points on one or more transaction line items.
• Plan Definition Basis Setup
− Loyalty allows two types of plans to be created
in the system
› On Every Transaction Plans – These are plans that
award points as soon as a transaction occurs at
POS
› Cumulative Plans – These are plans that award
points on historical transactions

7. Application Features
Loyalty Management Features
• Loyalty Plan Management (contd.)
− Each loyalty plan can be configured to apply on
selected stores and on Special days such as
Customer Anniversaries, public holidays, festivals
etc,
− The plan also provide options to exclude items
on discounts, price
overrides, promotions, layaways etc.
− Extensive combination of criteria such as
Items, Item Groups, Customer Codes, Customer
Groups, Slabs and Tenders Types can be
configured to achieve even the most complex
type of plans.
− The plans award rewards in a hybrid mode, i.e.
while one line item can award points, the other
can award currency thus providing complete
flexibility to the user.

8. Application Features
Loyalty Reports
Predefined Reports
• Loyalty ships with some predefined reports which are:
− Points Spread by Geography
− Points Spread by Slab
− Slab Transition Report by Date
− Points Expired Report by Date
− Points Redeemed / Points Allocated Comparison Report
− Promotion Effectiveness Report by Store
− Points Earned/Redeemed Report by Store
− Points Journal by Customer
• While some are plain tabular reports, others allow drill
down capabilities and generate charts for better analysis

9. Why Loyalty
To develop relationships
with the customers by
offering two benefits
Financial benefits that increase
the customer’s satisfaction
Social benefits that increase the
retailer’s social experience with the
customer

10. Retailers Perspective – Why
Loyalty
Customer’s buying decision is 30% rational
and 70% emotional according to behavioral
economists.
It’s the emotional side of the decision-
making process that creates –
• Connected
• Passionate
• Engaged customers
80% of people don’t complain – they simply
take their business elsewhere.

11. Business Challenges
• Not able to analyze and determine satisfaction, engagement &
Loyalty
• Ascertain factors that drive customer Purchases
• No medium to increase awareness among clients
• Retention of customers (It costs 10x more to attract a new customer )
• Increase the spending of existing customers
• Shift spending to higher margin products
• Improve the natural churn rate of customers
• Identification of profitable customers

12. Solution- iVend Loyalty
Exclusive slab definition for various
Engage with your customers, reward
types of customers like Silver, Gold &
them on repeat footfalls
Platinum
Customizable exclusion rules to
Excluding discounted
improvise non discounted items, item
products in a loyalty
groups etc.
schemes with six
exclusion rules including
iVend Loyalty supports creation of
promotions, discount Membership group for allocation of corporate
override, layaway etc. benefits with audit log functionality

13. Business Benefits
Increasing sales – from the same customer at the same store
Customer loves
the store
Customer loves Customer needs
the benefit and another product
eventually the
product
Customer buys Increasing customer Customer returns
the product intent to return to the store for
more benefits
improves financial
result

14. Business Benefits- iVend loyalty
• Acknowledge the Customer – Instant • Interact with your customer more while they
Gratification redeem their loyalty points at POS
• Know the Choices, Preferences and Spending • Engage while educating customers, ways to
Patterns earn more points
• Follow Up with the Customer • Listen the Most When you Least Want To -
• Retain the customer – Ultimate benefit Feedback
• More business with cross sell / up sell • Follow up with new loyalty offers & schemes
• Allow customers to earn points on each • Identify the regular customers and reward them
purchase with additional discounts/benefits
Just a small percentage of customers account for a high percentage of profit.
Loyal customers spend twice as much as irregular shoppers
• Improved customer communication • Improvement in the supply chain efficiency
• Ability to track and monitor shopping habits • Customer loyalty is vertical independent
• Improved promotional activity with • Ability to influence customer behavior
focused & targeted campaigns

15. CitiXsys Fast Facts
Over 4000 SAP customers globally
Over 550 Vertical Solution customers in 17 countries
Each office having sales & delivery capabilities (Local CitiXsys Employees)
Hundreds of partners globally
Leader in Retail/ distribution segment within SAP community

16. Global Footprint
USA - New York USA - Chicago USA - New Hampshire Canada - Toronto
Rockefeller Center, 7th Floor, The Merc, West Loop, 22nd Floor 30 264 South River Road, Suite 544, 2425 Matheson Blvd. 8th Floor,
1230 Avenue of the Americas, South Wacker Drive Bedford NH 03110 Mississauga ON L4W 5K4
New York NY 10020 Chicago, IL 60606 USA CANADA
USA USA T: 1 347 768 8743 T: 1 905 361 2886
T: 1 212 745 1365 T: 1 630 359 5956 F: 1 646 349 3441
F: 1 630 303 9706 E: newhampshire [at] citixsys.com
F: 1 905 361 6401
F: 1 212 618 6309
E: newyork [at] citixsys.com E: chicago [at] citixsys.com E: toronto [at] citixsys.com
India - New Delhi
Mexico - Guadalajara UK - London A-24/5, MCIE India - New Delhi
InterContinental Plaza Del Sol, Lakeside House, 1 Furzeground Mathura Road Level 2, Elegance, Mathura
Avenida Moctezuma 3515, Esq. Way, Stockley Park, Uxbridge UB11 New Delhi 110044 Road, Jasola, New Delhi 110025
López Mateos Sur, Edificio Astral 1BD India INDIA
Plaza, Guadalajara, UNITED KINGDOM T: 91 11 4269 6666 M: 91 9560022735
T: 1 55 8421 9659 T: 44 207 193 5607 F: 91 11 4269 6600 E: newdelhi [at] citixsys.com
E: mexico [at] citixsys.com F: 44 207 681 1016 E: newdelhi [at] citixsys.com
E: london [at] citixsys.com Panama - Panama City
Australia - Sydney Australia - Perth World Trade Center, 53rd Street,
Tower 2, Level 20, 201 Sussex Australia - Melbourne Level 29, Forrest Centre, 221 St Marbella, 1st Floor, Commercial
Street, Sydney NSW 2000 Level 27, 525 Collins Street, Rialto Georges Tce, Perth WA 6000 Area, Panama City, P.O. Box
AUSTRALIA South Tower, Melbourne 3000 AUSTRALIA 0832-0588
T: 61 2 9006 1616 AUSTRALIA T: 61 8 9288 0662 T: 1 630 359 5956
F: 61 2 9006 1515 T: 61 3 9935 2916 F: 61 8 9481 3177 F: 1 630 303 9706
E: sydney [at] citixsys.com F: 61 3 9935 2750 E: perth [at] citixsys.com E: panama [at] citixsys.com
E: melbourne [at] citixsys.com
South East Asia- Singapore
3 Temasek Avenue, Centennial
Towers, Level 21,
Singapore 039190
T: 65 6549 7417
F: 65 6549 7001
E: singapore [at] citixsys.com

17. N e w Yo r k | M e x i c o | L o n d o n | S y d n e y | N e w D e l h i | P a n a m a | S i n g a p o r e
Thank You
For more information:
marketing@citixsys.com
www.citixsys.com