Loyalty and coupon services

Alcatel-Lucent touchatag allows retailers and operators to offer value-added loyalty and electronic coupon services to their customers.

Contactless cards allow for faster transactions and ease-of-use. By giving customers a multi-application card in the form of a contactless card, key fob, or mobile NFC phone, the merchant will provide a unified wallet and assure that customers always carry and use their cards.

These loyalty programs allow communication with the customer and greatly improve CRM. Based on the customer profile, interaction with the customer can take place, not only when he is at the counter to pay. For example if the customer has tagged when entering a shop he could receive coupons while shopping, instead of getting paper coupons at home, coupons that he will forget when going to the shop...

The Alcatel-Lucent touchatag loyalty and coupon service includes:

• Stored Value Account for e-money and sub-accounts for loyalty and coupons
• Mobile and PC wallet for balance check, history, top-up, person to person money and value transfer
• Application Correlation Service: Contactless Event dispatcher, Rule and Workflow engine
• HTTP communication (HTTPS, XML, REST and SOAP) to external systems; Web UIs and APIs
• Platform for tag, affiliate and consumer management, enrollment and activation
• Contactless plastic cards, key fobs, mobile phone stickers, NFC phones
• Contactless PoS reader, PoS terminal, NFC reader, vending machine, kiosk

Opportunity:

• Fidelity program to stimulate sales
• Brand activation
• Innovative image
• Capturing real time 'consumption' data for integrated customer relationship management
• Cost reduction via streamlining services, crowd control, cashless operations

Benefits to Customers:

• Receive great savings and enhanced services from their preferred brands and retailers
• Carry credit, debit, prepaid, and loyalty cards consolidated into same card for payment at the cash register.

Critical success factors:

1. Extensible multi-application card: Touchatag’s architecture ensures that multiple applications can be linked to one card and that new services can be added to a contactless card over time without drastic logistical impacts.
2. Flexible rule and workflow engine: Creation of various rules for loyalty programs and coupon services can be tuned to work for specific consumer segments, outlets and contexts. Touchatag’s Application Correlation Service manages these parts.
3. Customer relationship management: Activation of consumers and segmentation to follow up with adequate communication and services. For these CRM services, touchatag partners with Proximity BBDO Belgium, the CRM hub of Proximity in Western Europe.
4. Consumer experience and PoS integration: Minimizing costs on the current point of sale infrastructure, while maximizing the consumer experience is key. Touchatag’s team has a unique expertise in both technical and user experience to guarantee this.