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Digital Insight University

Purchase Rewards Support Training

Purchase Rewards Certification

How to Use this Word Document:

1. Download and save for future reference

2. Print out for note taking

3. Print out and customize to use to for live classroom training of other staff at your financial institution (see below for customization ideas)

Our eLearning software automatically creates this document and includes all layers and paths

Some slides have “layers”, e.g. most slides that have you click on a button to see more. All the layers print here. That’s why there are so many more screenprints here than slides in the course.

Updated Mar 2018 of 84


1. Welcome!

1.1 Welcome!

Notes:



1.3 Which Course?



1.4 Learning Objectives

Notes:

By the end of this course, you'll be able to: Explain how Purchase Rewards gives your users money back How you’ll assist users with questions



2. Concept

2.1 Concept



2.2 What is Purchase Rewards?

Notes:

Basically, think of Purchase Rewards functioning like digital rebates.

The concept is simple. When your users log into OLB, they’ll see offers from merchants. These offers are relevant because they’re targeted to an individual’s purchases.

The user clicks to accept an offer, then they shop at that merchant using the debit card tied to that account.

These merchants are both local and nationwide, so your users have a wide choice of where to shop.

Once they’ve shopped, they’ll get money back in their account at the end of the following month. Again, think “digital rebate” because the money’s coming from the merchant at a later date, not at the point of sale.



2.3 Groups Involved

(Drag and Drop, 10 points, 2 attempts permitted)

Drag Item Drop Target

No cost

Increased user loyalty and retention

Drives use of website and debit card

Drop 2

Significant rewards of $50-$100/year or more

Highly relevant offers

Redeemed in-store and online

Minimal action required

Completely FREE

Drop 1

Access to massive new advertising channel = Drop 3



online banking

Precisely target new and prospective customers

NCR's partner in bringing you Purchase Rewards

Partner with nationwide merchants, and well as merchants in your community…

to present offers to your users

Drop 4



2.4 FI Benefits

Notes:

*Delight your users by putting real money back in their pockets with this free program. This can equal an average of $50-100 in annual “money back” per user, and there is no upper limit. *Drive higher debit card use, and therefore potentially higher revenue from interchange fees*Position your financial institution as an innovator in the market by offering this cutting-edge solution*Provide value-added services to users to promote loyalty, increase active use, and drive retention*Deepen relationships with local business clients by giving them a new venue to grow their business



3. User Experience

3.1 User Experience



3.2 How It Works



3.3 Privacy



3.4 PR Tour - Home Page



New Offer (Slide Layer)



Offer Ready (Slide Layer)



Cash Back Earned (Slide Layer)



3.5 Process Flow steps 1-2

Notes:



Ready to Use (Slide Layer)



3.6 Process Flow Steps 3-5

Notes:

Step 4: View your rewards. Rewards will typically appear on the Summary page and the Purchase Rewards widget within 2-3 days after the transaction hard posts to the account. Even if a transaction doesn’t appear until after the offer period, it will still redeem because the redemption is based on the day the transaction occurred, not the day the transaction appeared on the Summary page.

Step 5: Receive the cash. Rewards are credited at the end of the next month. E.g. if the offer is redeemed in September, the reward will be deposited at the end of October. Because we don’t share users’ private information, we are unable to credit the account immediately. The reward posts as "Monthly Rewards: Cash Back" (this is not customizable).



3.7 Process Notes



3.8 PR Tour - HP Widget



3.9 Rewards Summary Tour

Notes:



Available Deals (Slide Layer)



Earned (Slide Layer)



Expired Offers (Slide Layer)



Preferences (Slide Layer)



3.10 Opt Out & Opt In



3.11 Opt Out Overview



3.12 By Account



3.13 Widgets - Opted Out



3.14 Inline Deals Opt Out



3.17 Knowledge Check 1

(Matching Drag-and-Drop, 10 points, 1 attempt permitted)

Correct Choice

Conquesting Offer You shop at one merchant, the offer is from a

competing merchant.

Loyalty Offer The offer is from the same merchant you just

shopped at.




(Sequence Drag-and-Drop, 10 points, 2 attempts permitted)

Correct Order

Activate the offer

Redeem the offer

Get the reward




(Multiple Response, 10 points, 2 attempts permitted)

Correct Choice

X A reward amount

A coupon to print the award

X A promotional period

X A condition to quality for the award



3.20 Mobile Purchase Rewards



3.21 Mobile: Overview



3.22 Mobile: Offer List Pg 1



3.23 Mobile: Offer List Pg 2



3.24 Mobile: Other Offers Screens



3.25 Mobile: Offer Details



iPhone (Slide Layer)



Android (Slide Layer)



3.26 Mobile: Offer Details - Link



iPhone (Slide Layer)



Android (Slide Layer)



3.27 Mobile: Redemption List



4. User Support

4.1 Support

Notes:



4.2 Top FAQs



What Are (Slide Layer)



How Do (Slide Layer)



When (Slide Layer)



4.3 Why Didn't I Get My Reward



must shop (Slide Layer)



must spend (Slide Layer)



expiration (Slide Layer)



use promo (Slide Layer)



activate (Slide Layer)



debit (Slide Layer)



personally (Slide Layer)



4.4 Using AP to Troubleshoot



4.5 Offer Details



Deposited Status (Slide Layer)



4.6 Troubleshooting

Notes:



Michaels (Slide Layer)



Lucky Brand (Slide Layer)



Lucky Brand, Take 2 (Slide Layer)



Kmart (Slide Layer)



Monkey Sports (Slide Layer)



Monkey Details (Slide Layer)



General Tips (Slide Layer)



4.8 Redemption Payment Dates



4.9 Escalate



Did not (Slide Layer)



wrong (Slide Layer)



stop (Slide Layer)



re-enroll (Slide Layer)



4.10 Using My Support





Correct Choice

I am not receiving offers and I want to re-enroll.

I did not get my reward when I redeemed an offer my friend received.

X I received the wrong award, and I followed all the offer instructions.

I don't want to receive offers anymore.




(True/False, 10 points, 1 attempt permitted)

Correct Choice

X True

False





Correct Choice

X Did you shop at Barnes&Noble.com or at an actual store?

Did you activate the offer?

What date did the offer expire?

X What date did you make your purchase?



5. Next Steps

5.1 Next Steps



5.2 Knowledge Base

Notes:



5.3 Next Steps

Notes:



5.4 Survey

Notes:


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