SAP CRM 7.

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SAP CRM 7.0 Marketing Loyalty Processing Engine

Agenda

1. 2. 3. 4. 5. 6.

Loyalty Management Overview Loyalty Program Management Loyalty Reward Rule Management Loyalty Membership Handling Loyalty Engine Loyalty Integration

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Objectives

At the end of this unit, you will be able to:

Understand the components of the loyalty processing engine Understand the batch reports in the loyalty processing engine

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Topics

5.1. Processing Engine

5.1.1. 5.1.2. 5.1.3. 5.1.4. 5.1.5. Deployment Member Activity Processing Expired Tier Processing Expired Points Processing Simulation

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Deployment

Loyalty Component

Presentation

Loyalty in CRM Web Client

Loyalty in CRM IC

Application

CRMLOY BBPCRM CRMUIF NW

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Database

Deployment
Configuration

The BBPCRM and CRMLOY components need to be setup by maintaining the proper values in customizing in the following two activities SPRO > CRM > Marketing > Loyalty Management in BBPCRM > Basic Settings > Define Basic Settings
Two Box INSTALL_TYPE = 2, LOYALTY_SYSTEM = value of CRMLOY system One Box - INSTALL_TYPE = 1, LOYALTY_SYSTEM = empty

SPRO > Loyalty Management in CRMLOY > Basic Settings > Define Basic Settings
Two Box CRM_SYSTEM = value of the CRM System One Box CRM_SYSTEM = empty

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Deployment

Cache Refresh

The Loyalty Component caches the rule definitions and other frequently accessed loyalty objects, to ensure fast access
The report RLOY_ENGINE_CACHE_REFRESH refreshes the engine cache

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Member Activity Processing

Modes

Member Activities can be processed in the following ways:

Batch processing in background job (report RLOY_ENGINE_SCHEDULE) Can be scheduled to run at required frequency Member Activity Overview Page Single activity processing Member Activity Search Page Multiple activity processing Can be processed immediately, or can be scheduled for a later time

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Member Activity Processing

Process Flow
Member Activity
Start: Process Member Activity

Start: For Each Reward Rule Loyalty Program

Reward Rule

Get Program

Campaign? YES

NO

Start: For Each Rule Group

Rule Group

Loyalty Campaign NO

Enrollment Required? Check Applicability YES NO Applicable? YES

NO

Enrolled?

YES End: For Each Reward Rule Execute Rule

End: For Each Rule Group Earn Points Redeem Points Return POints Tier Transition Reset Attribute Update Attribute

Resolve Conflicts

Execute Actions

Membership

End: Process Member Activity

Customer Implemented Actions

Processed at 08/28/2008 19:01:27 Member Activity (Generic).Type = 'FLIGHT' Member Activity (Generic).Program Guid = 'CW35WFP' Member Activity (Specific).Fare Basis Multiplier = '1.50' Member Activity (Specific).Base Miles = '970.00' Member Activity (Specific).Airline = 'WA' Basic Tier.Basic Tier Level = 'REGULAR' Member Activity (Specific).Flight Category = 'CNUS' Member Activity (Specific).Fare Basis = 'F' Member Activity (Specific).Ticketing date = '20080802' Membership (Dynamic).COUNTER009 = '1.00000000000000' Membership (Dynamic).COUNTER008 = '0' Reward rule group: Flight Miles; Version: 001 Applicable: Yes Reward rule: Base Miles; Version: 001 Condition met: Row #1 Action: Earn Points Earned points 1,455.00,Qualifying,Miles expiring on 12/31/2009 Condition met: Row #1 Action: Update Attribute 1 Attribute Counter has been updated from 1.250 to 2.750 Reward rule: Tier Bonus; Version: 001 No condition met or BRF rule not executed Combinability: All Reward rule group: Flight Offers; Version: 001 Applicable: Yes Reward rule: Bonus Miles; Version: 001 Condition met: Row #6 Action: Earn Points Earned points 485.00,Redeemable,Miles expiring on 12/31/2009 Condition met: Row #6 Action: Update Attribute 1 Attribute R-00000230_COUNTER005 has been updated from 1.000 to 2.000 Reward rule: Frequency Miles; Version: 001 Condition met: Row #7 Action: Update Attribute 1 Attribute R-00000234_COUNTER007 has been updated from 1.000 to 2.000 Reward rule: Frequency Timed; Version: 001 No condition met or BRF rule not executed Combinability: Maximum Points Bonus Miles Frequency Miles Processing completed

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Expired Tier Processing

A report can be scheduled to trigger the evaluation of the next tier level for expired tiers.
Expired tiers are identified A member activity of type Evaluate Tier is created for each expired tier Status of the member activity is set to Ready for Batch Processing The next time the processing engine batch job runs, these member activities are evaluated against the tier rules in the loyalty program The member tier can be upgraded, downgraded, or retained depending on the rules

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Expired Point Processing

For loyalty programs where points expire, there are two reports which can be scheduled to run and expire the unused points on a regular basis
Inactivity Based Expiration This report expires the unused points for all memberships which have been inactive for longer than the specified period of inactivity Date Based Expiration This report expires the unused points in all point accounts where the expiration date on the point transactions has passed

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Simulation

Simulation enables the program managers to simulate rules in a test system and import them into production after they have been simulated and verified. To use simulation, the following steps need to be followed:
Configure the production and test systems Test the rule on the test system Import the rule in the production system

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Simulation
Configure

The production system and test system need to be configured by maintaining the proper values in customizing in SPRO > CRM > Marketing > Loyalty Management in BBPCRM > Basic Settings > Define Basic Settings
In production system SIMU_ACTIVE should be 0 SIMU_SYSTEM should point to the test system In test system SIMU_ACTIVE should be 1 SIMU_SYSTEM should be empty

The Loyalty Program, Reward Rule Group, and Reward Rule should have the same IDs on both the production and test systems.

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Simulation
Test

In this step, the version in the reward rule group or reward rule is maintained and simulated in the test system.
Select the reward rule group or reward rule Maintain the version Enable the version for simulation by checking the Simulate flag Refresh the processing engine cache Create member activities to be used for testing Member Activities can be created with a future date when simulating Simulate the member activities using Simulate button on the Member Activity Search Page or the Member Activity Overview Page Verify the results of the activity processing If results are incorrect, fix any errors in the rule version Repeat the process until all errors are fixed and new version is fully validated

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Simulation
Import

In this step, the version which is verified in the test system is imported in the production system Production System
Select the reward rule group or reward rule Hit the Import button The Import will be not be successful and error will be shown if: A version in Editing status exists in the production system A version with Editing status and Simulate flag does not exist in test system Release the newly created version (start date will have to be set) Refresh the processing engine cache

Test System
Release the version which was just simulated, so that the versions are in sync between both systems.

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Lesson Summary

This unit covered the loyalty processing engine, giving a complete overview of the processing capabilities of Loyalty Management in SAP CRM.

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