ReactorCX Member Management Guide¶

Welcome to ReactorCX (RCX) Member Management! In this guide you will learn how to inspect member and activity details, as well as perform administrative changes such as executing manual transactions, tier upgrades, etc.

Member Search¶

The Member List View in the home screen of ReactorCX you will be able to search several different ways.

Figure 1. Member List View*

Supported Search Types¶

These search types allows you to search by typing in the value in the search box:

• First Name: enter the first name of the member you are trying to locate. For example, fname:John
• Last Name: enter the last name of the member you are trying to locate. For example, lname:Smith
• Phone Number: type the phone number of the member you are trying to locate. For example, pn:9855544400
• Email Address: type the email id of the member you are trying to locate. For example, email id:John.J@gmail.com
• Loyalty Id: type the Loyalty ID of the member you are trying to locate. For example, id:2062346816

If you want to search by several fields, Only these searches are allowed:

• First name + Last name + Phone number
• Last number + Phone number
• First name + Last name
• Phone number
• Loyalty ID
• Email Address

Enrolling New Members¶

Typically, new members enroll in a program through POS, Mobile or Web channels. However, if these options are not available, new members can be added to ReactorCX through the Member Management Portal.

To add a new member:

1.Click on the Add Member button located at the top-right corner of the screen.

Figure 2. Add Member View*

2.Member dialog box is opened.

Figure 3. Member Dialog Box*

3.Enter a search string or combination of characters that are required. The search string could be the data in any of the attributes in members reference data. These are the most common attributes used to search:

• First Name, Last Name
• Phone Number
• Email Address
• Gender
• Date Of Birth
• City, State, Country
• Zip Code, etc.

4.Click OK/Cancel to confirm or discard your changes.

Editing Member Details¶

You can edit member details from the Member List View by clicking on the Edit Action Button (little pencil icon) in the Actions column of the list, for the member which you want to edit.

Figure 4. Edit Member's Details*

You can also edit member details from the Member Detail View once you drill-down into a specific member.

Drill-down to Member Details¶

In order to view a detailed set of member information, you will need to drill-down into the member record. There are several ways to do that:

• Click on the Details Action Button in the Actions column of the list, for the member which you want to drill down into.

Figure 5. Edit in Member Details*

• Click anywhere on the actual member record in the Member List view.

Member Detail View¶

The Member Detail View has all the data available for a Member, it also allows for editing the information.

Figure 6. Member Detail View

The following cateogries of information are available through the tabbed views as shown in Figure 6:

Manual Activity Processing¶

Entering activities manually is possible to address missing credit. To enter a new Activity:

1.Navigate to Members>Activity>Process Activity.

2.Enter the required fields as described in the table below.

Figure 7. Process Activity Window

The fields required for successfully processing an activity are as follows:

Understanding Activity History¶

One of the most important aspects of viewing member details is to understand how transactions have resulted in earn/burn of rewards.

Viewing Activity Accruals

To understand what promotions were triggered for a speicific activity, you can view the Accruals Applet:

Figure 8. Activity Accruals

For each Activity, the Accruals Applet will show what promotions (rules) were triggered in the Loyalty Engine. For each such promotion, you will be able to see:

Viewing Activity Redemptions

To understand what redemptions were triggered for a speicific activity, you can view the Redemptions Applet:

Figure 9. Activity Redemptions

For each Activity, the Redemptions Applet will show what promotions (rules) were triggered in the Loyalty Egine. For each such promotion, you will be able to see:

Adjustment Of Points¶

Points adjustment are made by the call center executives to alter the member purse balances manually for any transactions (Process Activites/Activity History) that might have errored out.

A rule with Conditions

• Activity.type equals to Adjustment
• Activity.couponCode equals to Purse Name

And Actions

• Add Points to Purse Name (Purse which needs points adjustments)
• Points value to Activity.value (Adjusted number of points)

is required for the feature to work as intended.

1.Navigate to Members and select the member from the member list.

Figure 10. Members Tab

2.Click on the Activity applet tab in members Achievements tab and then click on Adjust Points command button to add the points to the defined Purse.

Figure 11. Members Details Window

3.Adjust Points dialog box is displayed.

Figure 12. Adjust Points Dialog Box

4.Provide all the details as per the attributes mentioned above, and Click Adjust Points button.

• Loyalty ID: Gets Auto-populated by the primary loyalty ID of the member.

• Purse Name: This is the drop-down to select the Purse name to which the points get added.

• Value: Enter the number of points.

5.The Activity Applet tab shows the Adjustment type activity processed in the activity history.

Figure 13. Adjustment Type Activity

6.Click on the Purses Applet tab to check the points added to the purse selected in the Adjust Points dialogue box in the previous steps.

Figure 14. Points Added in Purses Tab

Member Rewards¶

To check the Rewards in Member's achievements:

1.Navigate to Members>Rewards to check the rewards added to the Member.

2.The Reward usage history shows which Reward got triggered as part of the selected actions in the Loyalty Engine.

Figure 15. Rewards added to the Member

Requirements to add the Reward to the member and the Member able to use the reward, include the following:

1. A Reward policy and the member associated with the Reward policy.

2. Give Reward with low priority (smaller number), Use Reward rule with high priority (higher number) using the reward policy specified above.

Manual Tier Changes¶

To manually change the tier levels follow these steps:

1.Navigate to Members and select the member from the member list from the same program in which the tier policy is configured, and Rules added.

Figure 16. Members Tab

2.Click on the Activity applet tab in members Achievements tab and again click on Process Activity command button for manually processing the activity to trigger rules configured in Rules.

Figure 17. Members Details Window

3.Redirects to Process Activity page. Fill the fields required for successfully processing an activity. Refer Process Activity.

Figure 18. Process Activity Window

4.Process Activity dialog box is displayed with the confirmation of rule executed details.

Figure 19. Process Activity Log Window

5.Click the Tiers applet tab to check the upgraded level and click the upgrade/Downgrade record action buttons under the actions field to change the Tiers level manually from this view. Tier history is also shown here, indicating when tiers changed.

Figure 20. Members Tiers Tab

Add Loyalty IDs¶

To manually add the Loyalty ID, follow these steps:

1.Navigate to Members and select the member from the member list.

Figure 21. Members Tab

2.Click on Loyalty IDs applet tab in members Achievements tab and again click on the Add Loyalty ID command button to add the unique identification code to the member manually.

Figure 22. Members Loyalty IDs Tab

3.Loyalty ID window is displayed.

Figure 23. Loyalty ID Window

4.Provide all the details as per the attributes mentioned below for adding a Loyalty ID.

• Name: This is the drop-down to select the name of the loyalty ID to be created.

• Loyalty ID: Enter the unique identification code. The Unique Id can be a combination of numerical, special characters, alphabets, etc.

• Status: This is the drop-down to select the status of the Loyalty ID.

5.Click OK/Cancel to confirm or discard your changes.

6.Click the Loyalty IDs applet tab to check the Loyalty ID given to the member.

Figure 24. Loyalty ID Applet Tab

Give Badge¶

To manually add the Badge, follow these steps:

1.Navigate to Members and select the member from the member list from the same program in which the Rule is added.

Figure 25. Members Tab

2.Click on the Activity applet tab in members Achievements tab and again click on Process Activity command button for manually processing the activity to trigger rules configured in Rules.

Figure 26. Members Details Window

3.Redirects to Process Activity page. Select the Activity Type = Accrual, And fill all the fields required for successfully processing the activity and Click Process activity button. Refer Process Activity for more information.

Figure 27. Process Activity Window

4.Process Activity dialog box is displayed with the confirmation of rule executed details.

Figure 28. Process Activity Log Window

5.Click the Badges applet tab to check the Badge given to the member.
Figure 29. Members Tiers Tab

Processing of Point Accrual and Redemptions¶

Requirements for completing point accruals and redemptions include the following:

• A Purse Policy at the policy level, the purse defined in the purse policy should be associated with the member.
• A base point rule or a bonus promo rule to add points to the purse outlined above.
• A redemption rule to redeem points from the purse defined above.

To manually add the points to purses, follow these steps:

1.Navigate to Members and select the member from the member list from the same program in which the Purse policy is configured, and Rules added.

Figure 30. Members Tab

2.Click on the Activity applet tab in members Achievements tab and again click on Process Activity command button for manually processing the activity to trigger rules configured in Rules.

Figure 31. Members Details Window

3.Redirects to Process Activity page. Select the Activity Type = Accrual. Add the line items and fill in all the fields required for successfully processing the activity, then click the Process activity button. Refer to Process Activity for more information.

Figure 32. Process Activity Window

4.Process Activity dialog box is displayed with the confirmation of rule executed details.

Figure 33. Process Activity Log Window

The Accruals Applet shows which promotion (Bonus Promo Rule) was triggered as part of the Accrual activity in the Loyalty Engine. Refer to Process Activity History for more information.

Figure 34.Accrued Points in Accruals Window

6.Click the Purses applet tab to check the available balance.

Figure 35. Member Purses Tab

To manually Redeem the points from purses, follow these steps:

1.Navigate to Members>Activity>Process Activity to check the activity of the Member.

Figure 36. Members Tab

2.Select the Activity Type = Redepmtion. Add the line items and fill all the fields required for successfully processing the Activity, then click the Process activity button. Refer to Process Activity for more information.

Figure 37.Line items in Process Activity Window

3.Process Activity dialog box is displayed with the confirmation of rule executed details.

Figure 38.Process Activity Confirmation Window

The Redemptions Applet shows what promotions (rule/rules) are triggered as part of the Redemption activity in the Loyalty Engine.

Figure 39.Points redeemed from the purse Window

4.Click on the Purses applet tab to check the available balance.

Figure 40.Available balance in the Purse Window

Transactions History¶

When an activity is performed, Transactions are displayed along with Line items and Tender items information.

To add the line items and Tender Items, follow these steps:

1.Navigate to Members and select the member from the member list from the same program in which the Rules are added.

Figure 41. Members Tab

2.Click on the Activity applet tab in members Achievements tab and again click on Process Activity command button for manually adding line items and tender items.

Figure 42. Members Details Window

3.Redirects to Process Activity page. Select the Activity Type = Accrual or Redemption. Add the line items, tender items, and fill in all the fields required for successfully processing the activity, then click the Process activity button. Refer to Process Activity for more information.

Figure 43. Process Activity Window

4.Process Activity dialog box is displayed with the confirmation of rule executed details.

Figure 44. Process Activity Log Window

5.Click on the Transactions applet tab to check the Transactions History.

Figure 45. Transactions Window

Viewing Line Items

Line Items Applet shows the products and quantities purchased within a specific activity.

Figure 46.Line Items in Transactions Tab

Viewing Tender Items

Tender Items represents a payment made with a specific tender.

Figure 47.Tender Items in Transactions Tab

Tender Items:

Referrals¶

Referrals are the unique codes, which a member can give to non-members and when the non-members enroll:

• Referral Bonus gets added to the member as a reward for the first time referral.

• Referral Bonus and Enrollment Bonus gets added to the newly enrolled member as a reward.

To get Enrollment Bonus and Referral Bonus Points added to the member, include the following:

• A Referral Bonus rule to add points to the purse defined.

• A Enrollment Bonus rule to add points to the purse defined.

1.Navigate to Program and select the Options icon to open the program options dialog box.
Figure 48. Programs Tab

2.Select the Generate Enrollment Bonus option to set the program to get the Enrollment Bonus as a reward for new member.

Figure 49. Program Options Tab

To add the Referral Id, follow these steps:

1.Navigate to Members and select the member from the member list.

Figure 50. Members Tab

2.Click on the Referrals applet tab in members Achievements tab and again click on Add Referral Id command button to add the Referral Id.

Figure 51. Member Details Window

3.Referral Member window is displayed. Enter the name and contact number of the non-member to be referred.

Figure 52. Referral Member Window

4.Click on OK or Cancel to confirm or discard your changes.

Figure 53. Member Details Window

New Referral Id gets generated under the code with the code status as Pending.

5.Add the New Member to the Program with the above generated Referral Code. Click on OK or Cancel to confirm or discard your changes.

Figure 54. Add New Member Details

6.Click on the Referrals applet tab of the Member, The status is now changed from Pending to Completed.

Figure 55. Referrals Tab

Viewing Referred Member Details:

7.Click the Activity Applet tab to check the Referral Bonus activity.

Figure 56. Activity Tab of Referral Member

8.Click the Purses applet tab to check the Referral Bonus points added to the member in the defined Purse.

Figure 57. Purses Tab of Referral Member

Viewing Newly Enrolled Member Details:

9.Click the Activity Applet tab to check the Enrollment Bonus and Referral Bonus activity.

Figure 58. Activity Tab of Newly Enrolled Member

10.Click the Purses applet tab to check the Enrollment Bonus points and Referral Bonus points added to the member.

Figure 59. Purses Tab of Newly Enrolled Member

Segments¶

Segments are named member groups divided to identify members by what they do, using insights derived from member's actions as they interact with the loyalty program or make a purchasing decision such as buying coffee every day.

These member segments are equipped to address the particular needs or desires of a named group of members, discover opportunities to optimize the member journeys and quantify their potential value to the business.

1.Navigate to Members and select the member from the member list.

Figure 60. Members Tab

2.Click on Segments applet tab in member Achievements tab and again click on the Add Member Segment command button to add the particular Segments for an individual.

Figure 61. Add Segments Tab

3.Member Segments window is displayed.

Figure 62. Member Segments Window

5.Click OK/Cancel to confirm or discard your changes.

6.Click the Segments applet tab to check the Segments added to the member.

Figure 63. Segments Applet Tab

Segments added to the member act as an eligibility check for the segments in the rules and reward policies of the loyalty program when they are applied or triggered as part of an activity.

Terms and Conditions¶

Terms and Conditions govern the use of the loyalty program services that are made available by the business. These Terms and Conditions represent the whole agreement and understanding between the business and the individual or entity who subscribes to the loyalty program (members in RCX). They can also be used for making any disclosures required by law.

Terms and Conditions in RCX are Member Preferences with Category set to T&C. By selecting the preference names from the drop-down in Terms and Conditions, the loyalty member has agreed to abide by them.

Member Merge¶

Member merge is the act of merging two member records into one. Only members who enrolled in the same program are eligible for merging.

• An account is eligible for a merge if someone enrolls in the same Program twice using different Loyalty IDs and accrues points in both the member accounts associated with those loyalty IDs. The Merge Member can be used to fuse these two accounts into one.

During the Member Merge, there are two types of members:

Surviving Member – The member that remains after the merge is completed.

Victim Member – The member that no longer exists after the merge is completed.

There are two types of members configured in the program:

Individual Member – A member gets added to the program with only one profile.

Group Member – A group member added to the program can donate their earned points or rewards to different member (selected charities or a group of members like a Family) which gets reflected in Accrue To field in Loyalty ID tab.

If the surviving member is an individual, then all victim members must be individuals. If the surviving member is a group type, then the victim members must also be a group type member.

Merging two accounts:

1.Navigate to Members>Surviving Member>Click Merge Member button provided in the top-right corner of the surviving member's window. A dialog box appears as Merge Member into the selected member.

Figure 64. Merge Member Dialog Box*

2.Enter the Loyalty ID of the Victim and click Search button. It displays with the details of the member to be merged.

Figure 65. Member Details to be merged Dialog Box*

3.Click Merge/Cancel to Merge or discard your changes. A pop-up message displays as The merge was performed successfully. Click OK.

Figure 66. Member Merge Dialog Box*

After the Merge, below the listed Victim Member details are updated to the Surviving Member. The Victim Member no longer exists.

• Rewards
• Purse balances
• Tiers
• Loyalty ID's
• Activity history
• Accrual Items
• Redemption Items
• Offers
• Segments
• Reward Usage History
• Offer Usage History
• Terms and Conditions
• Preferences

All the Accrual Items, available Balance, expired Points of the Victim Member is added to the Surviving Member.

Tiers and Tier level of the Surviving Member requalify to the subsequent or higher tier level if the victim member has a tier level higher than the surviving member. The requalify tier activity triggers the requalification for the surviving member.

A Merge Activity is also triggered for the surviving member if the program options have the setting Consider Merge an Activity set to true.

Figure 67. Member Merge Dialog Box*

If the purse structure of the victim member has more purses than the surviving member, then the purses that don't exist in the surviving member are dynamically added.

Preferences¶

Member preferences are expectations, likes, dislikes, motivations, and inclinations that drive members purchasing decisions. Preferences complement member needs in explaining the member's behavior.

Preferences in RCX are captured as name-value pairs for a member.

To manually add the Preferences, follow these steps:

1.Navigate to Members and select the member from the member list.

Figure 68. Members Tab

2.Click on Preferences applet tab in member Achievements tab then click on the Add Preference command button to add the particular preference for an individual.

Figure 69. Add Preference Tab

3.Member Preference window is displayed.

Figure 70. Member Preference Window

4.Provide all the details as per the attributes mentioned below for adding a Preference.

• Name: This is the drop-down to select the member Preferences.

• Value: Enter the required Preference value as YES or NO.

• Date of Opt-in: Select the date when the preference opt-in was received.

• Expiration Date: The Date after which the preferences setting is no longer valid.

• Inferred: Select this option to conclude that the preferences are true from the available information.

5.Click OK/Cancel to confirm or discard your changes.

6.Click the Preferences applet tab to check the Preferences given to the member.

Figure 71. Preferences Applet Tab

Offers¶

Offers are like rewards which are given to specific members as decided by the b2b client.

• A Reward policy in with intended use as Offer would be added to a Member based on the client's decision.

To manually add the Offers, follow these steps:

1.Navigate to Members and select the member from the member list.

Figure 72. Members Tab

2.Click on Offers applet tab in member Achievements tab then click on the Add Offers command button to add the particular offer for an individual.

Figure 73. Add Offers Tab

3.Offer window is displayed.

Figure 74. Member Offers Window

4.Provide all the details as per the attributes mentioned below for adding an Offer to the Member.

• Name: Select the offer from the drop-down, which is auto-populated by reward policies with the intended use an offer.

• Description: The description is auto-populated based on the offer selected, from the description defined in the reward policy.

• Uses Left: The number of times the Offer could be used by the member.

• Offer UPC: The UPC code is populated from the Discount UPC field mentioned in Reward Policy.

• Code: It is the unique identifier for each instance of the offer. If the field is left blank, the Code is auto-generated.

• Effective Date: Select the date when the offer is effective or active. It is also auto-populated based on the effective date of the reward policy.

• Expires On: Select the date when the offer ceases to be active. It is also auto-populated based on the expiration snap to in the reward policy.

• Offer Image URL: It is a text field which accepts an image URL, representing the offer.

5.Click OK/Cancel to confirm or discard your changes.

6.Click the Offers applet tab to check the Offer given to the member.

Figure 75. Offers Applet Tab