Pine Labs Loyalty Solution - Nova
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Integrated POS Integrated POS Solution
Jan 2010
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Pine Labs Credentials
Our History
• 2004: Launched largest closed-user group loyalty
solutions in India for Retail Petroleum industry
– Petro Card solution for BPCL: more than 1.5M smart card holders, 4M transactions per month
– Fleet card program for IOCL: 1.5M card holders, over 2.5M transactions per month
• 2005: Introduced first PC-based card authorization application
– Used by leading Indian Retail chains and Banks
– EMV compliant and Visa certified
• 2006: Entered into organized retail sector with real-time
Our Partial Clients
• Blue Chip Retailers
– Future Group, Shoppers Stop, Vishal Megamart, Subhiksha, LG, Ritu Wears, Orix, Asian Paints, Globus, mChek
• Banks
– ICICI Bank, Citibank, Axis Bank, HDFC, HSBC, American Express
• Petroleum Companies
– Bharat Petroleum, Indian Oil Corporation
• 2006: Entered into organized retail sector with real-time Loyalty Solutions
– Strategic Alliance with largest international loyalty solution provider, LMG
– Expert in turn-key ASP solutions for Indian Retail segment
• 2007: Built bill payment network with Tata Teleservices
– Bill payment & ticketing payment network, launched at over 1000 Indian retailers
• 2008: Launched stored value card program in India
– Managing prepaid card program for Future Group, India’s largest retailer - including online and 3rd party distribution
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Current POS functionality is limited by
conventional EDC solution
Payment TypesPayment
InstrumentsConnectivity
Back-end
Management
•Limited to retail purchases
•Only credit & debit cards
•Expensive dial-up connection
•Limited functionality on EDC
•Manual cr/dr reconciliation at PoS
•Offline loyalty and Gift Voucher programs
POS Transaction Flow
3
•Add mobile top ups, bill payment, ticketing, etc.
•Accept Prepaid and Gift cards, mobile prepaid accounts
•Consolidate applications on POS PC and integrate with Biller
•Automate & centralize
•Enable real-time rewards program
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Product Portfolio
• Plutus Desktop & Server * Queue Busters• Plutus – Standing Instruction
• Nova Customer Loyalty Program• Campaign Management
• Bill Payment * Railway Ticket (IRCTC)
Payment
Loyalty
Value Added • Bill Payment * Railway Ticket (IRCTC)• Mobile Top-up * Flight Booking
• Close User Group Gift Card solution
• Petrol Pump Automation
Value Added Services
Gift Card
Petroleum Automation
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NovaNova
Customer Loyalty Program
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Program Evolution
Points Points Program
The Loyalty Program evolution has 4 stages
Program Introduction
Points Earning Stage
Points Burning Stage
Program Experiencing
Stage
The program design and implementation plan is proposed based on the stages of evolution. Pine Labs will deliver the end-to-end
solution to make the program the most successful loyalty program in India
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Program Stages (1 of 2)
POINTS
+
+ Welcome kit along with the Loyalty Card. Points for
current purchase are credited to
customerCustomer visit store; purchase;
Fills Enrollment Form; Assigned
Loyalty Number -can be his mobile #
CARD
Points are credited to
customers for purchases
M&S
Mcdonald
Customer visit M&S or affiliate for next purchase. Swipes.
Loyalty card
LG
Big Bazaar
Yatro.com
POINTS
M&S Loyalty points statement updated with transaction; mailed to members on periodical basis
Points
Statemen
t
Customer visit outlet or affiliate with
Promotional offer from M&S or
Affiliate
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Program Stage (2 of 2)
Customer desire for redemption
M&S
Big Bazaar
POINTS
Gift voucher of Affiliate Partner
Convert points into Partner
program Points
Redemption at the time of Purchase
OR
Create strong propositions for customer to redeem for M&S products; Metric for measure of success of the program
Rewards - Tier 1 to build loyalty across all members
Tangible ; Intangible Benefits
Points as Payment
Bundled Offers
Drive Tactical Goal
Birthday or Anniversary
offers
Rewards - Tier 2 to enhance behavioral loyalty on select few
Tangible ; Intangible; Experiential Benefits
Gifts
(Voucher / memento)
Exclusive Previews of new range
Drive Strategic Goal
Free Membership
Offers
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Reward based
on RFM
scores
Time Linked
Rules
Gift
Discount Coupons
Offers
FLEXIBLE LOYALTY RULES
• Spend Rs. 5000 in October and win
• Win 100 points on every visit
• Happy hours
• Inaugural offers
• Special schemes during festival duration
• Sweepstake and surprise gifts
• Every tenth customer gets a free gift!
Examples
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Nova – at a glance
Card & Mobile account
Management
Program Management
(Loyalty, Prepaid, Gift)
Merchant Management
EDC POS Terminal
Management
Promotional Messaging &
Coupons
Rewards/Redemption
Management
Redemption Catalogue
Management
Redemption Fulfillment &
Tracking
Business Intelligence &
Reporting
Loyalty/Prepaid/Gift
Transaction ManagementMembership & Tier
Management
Management
User Roles & Access
Management
Contact Centre
Management
Inventory Management
Tracking
Campaign Management
Customer Web Portal
Web User Interface
Audit Trails Multi Channel Outbound
CommunicationThird Party Integration
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Pine Labs offers full-service solution
that supports highest quality standards
Full-service solution
Seamless
• Card production and encoding• Coordination with agency on art work and promotions• Distribution and inventory management• Installation and maintenance of POS application• Third-party distribution through reputable retailers
• Easy activation and redemption via card or mobile phone• Single swipe redemption - plus split transactions and multi-Seamless
customer experience
Robust technology
• Single swipe redemption - plus split transactions and multi-card redemption
• Personalized message on plastic• Customer helpline and online account status check
• Online, real-time card and transaction data management• Easily integrated into existing checkout process• Highly scalable and configurable processing host• Centralized card management
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Successful Track Record
Banks
Retail
Petroleum Partners
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• Preferred PoS solution for Indian Blue Chip banks and retail chains � Plutus is being used by leading Indian Retail chains and Banks, including Shoppers Stop, Future Group, Reliance
Retail, Vishal Mega Mart, ICICI Bank, HDFC Bank, Axis Bank, Citibank Amex, and HSBC etc.
• Expert in turn-key ASP loyalty solutions for Retail segment� Pine Labs is managing the loyalty program for a number of customers, including IOCL, Asian Paints, Ritu Wears,
ORIX etc., wherein we provide program operations and management services on an ASP model.
• Provider of largest Prepaid Card solutions in India (Petro Card for Bharat Petroleum (BPCL))� Designed & developed complete Petro Card solution for BPCL. Handling more than 1.5M smart card holders, over 4M
transactions per month, with over US$600M revenue handled per year.� Pine Labs manages the full solution and provides 24X7 application support and systems operations.
Pine Labs Credentials
• Fleet Card for Indian Oil Corporation (IOCL) � Fleet card program for IOCL which has ~1.5M registered magnetic strip card holders� Over 2.5M transactions per month, handling US$1.8B revenue per year. Running in over 5,000 retail outlets.� 24x7 program management by Pine Labs - Server and Database hosting, POS terminal deployment and field support,
complete card lifecycle management processes like customer enrolment and card issuance, welcome kit preparation and dispatch, card hot listing, card replacement etc.
• Strategic Alliance with largest international loyalty solution provider � Pine Labs is developing loyalty solution for Loyalty Management Group which owns and operates Nectar - the UK's
largest customer reward program with more than 50% of all UK households participating.
• Advantages of local market knowledge� Pine Labs has deployed and is maintaining over 16,000 PoS in market - 20,000 by the end of the year.
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