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LoyaltyPlant
LoyaltyPlant is a New York-based IT brand for the developer and deployer of mobile loyalty apps for restaurants and retail. The solution is based on a multi-modular SaaS-platform the core thing being a customer rewarding mechanics. LoyaltyPlant was founded in 2011 by a group of innovators who realized that communication between businesses and customers did not fit in the digital world we live in. Customers were constantly bombarded with coupons, annoying text messages, and non-personalized banners, which ultimately decreased the results business was getting from their marketing campaigns.

The company is lead by Vasilii Diachenko, CEO and founder, graduated from St. Petersburg State University with a degree in Mathematics. He is an Intel ISEF alumnus and a Computer Science Award winner. Has a strong background in the mobile industry.

Customers
Since its founding in 2011 the company has built loyalty programs for Burger King, Pizza Hut, KFC, Hooters, Balance Grille, etc. Clients are from: 60% — restaurant industry, 15% — beauty industry, 10% — various types of retail, 15% — auto businesses and gas-stations.

Awards

 * The leading KFC franchise in Europe won the Gold Award for “Return on CX,” at the Loyalty360 CX Awards 2016.
 * Hooters case study won the reward “Gold International 360 Degree Award” at Loyalty360 CX Awards 2016.
 * Pizza Hut case study won the reward Bronze Award at Loyalty & Rewards Program category at Loyalty360 CX Awards 2017.


 * Balance Grille is in 2017 Fast Casual Top 100 Movers & Shakers.

Solutions
LoyaltyPlant solution is all-in-one marketing platform that works as an ecosystem with four parts: The LoyaltyPlant platform is modular, the core modules are: a bonus loyalty program, digital ordering, targeted marketing campaigns, mobile marketing automation, service quality control, and referral program that allows to maintain a viral app promotion.
 * 1) a white label mobile app to engage guests,
 * 2) a CRM-system to launch marketing campaigns and track results
 * 3) POS-integration to fit the solution in the business process
 * 4) 24/7 customer support

Basic functionality

 * Support of Android OS (4.1 and higher), iOS (9.0 and higher), support of all the new OS versions from the moment of public release;
 * Authorization through social media: Facebook, Google+;
 * Display of required brand information (links, descriptions, photos);
 * Display of the restaurant locations on a map;
 * Information about current special offers and restaurant events.

Core app features:

 * Effective & efficient mobile loyalty program
 * Personalised offers
 * Visually rich rewards catalog
 * Promotion of news and offers
 * Location map with restaurant info and directions
 * About Us screen (brand descriptions, links, general contacts)
 * Customer profile

Additional features:

 * Mobile Ordering
 * Referral Program And Social Media Integration
 * Targeted Marketing Campaigns
 * Marketing Automation
 * Online booking
 * Quality Control and Customer Surveys
 * Local Store Marketing
 * Cross-Marketing

Rewarding mechanics
Process of using the mobile loyalty card in restaurants: Rewards for points
 * Customer gets points for each dollar spent using the mobile app. The loyalty program will work when customer is ordering through the app or when customer shows his loyalty card QR-code during the regular cashier ordering process.
 * The main scheme $1 = 10 loyalty points (e.g. $15 check = 150 points).
 * This is a standard loyalty scheme which is simple and clear for customers.
 * Loyalty points can be spent on a fixed list of menu items.
 * Should be like 10% of each order you can save for rewards in future. For example - $10 check = 100 points, latte 3.20$ = 320 points.

CRM
LoyaltyPlant solution includes a CRM to manage the app and the loyalty program. It provides analytics to action interface where:
 * LoyaltyPlant CRM user can manage business modules, such as:
 * Adding or removing reward items
 * Adding special news and offers that will be visible in the app for a targeted user demographic or specific date range to see their results
 * Identifying target segments (eg, lapsed users)
 * Setting up campaigns for that segment for a specified date range
 * Seeing all customer feedback and answering it, sending personal compliments for feedback
 * Managing mobile ordering menu (adding pictures, managing app availability).
 * There is also an option to have a specific access to LoyaltyPlant CRM for franchisees, where access rights can be specified as needed
 * Solution’s business user self-service management functionality is constantly being developed
 * There is an ability to set CRM access rights restriction.

POS-integration
Integration capacities with POS-systems which are available at US market:
 * Clover
 * Revel
 * Aloha
 * Xpient

In-app mobile ordering
Integrations: LoyaltyPlant Mobile Ordering app interface features:
 * Mobile ordering interface that gives an app user a simple way of placing an order.
 * Support of different order types: delivery, pickup, eat-in.
 * Payment interface integrated with payment providers and tools (like Apple Pay).
 * Seamless integration with the loyalty program that gives an app user an ability to collect and use bonus points both in-store and in mobile ordering.
 * Also, LoyaltyPlant Mobile Ordering provides features and settings to adapt business processes and streamline them:
 * Switching order types on and off on store level.
 * Scheduling orders according to the settings made in the CRM.
 * Menu control by store and corporate level.
 * Delivery zones with adjustable delivery charges, minimums, and tax rates.
 * Ability to set minimums to qualify for delivery.
 * Service availability time can be set individually in specific locations.
 * Pricing can be customizable at the store location and corporate levels. Also, the store level control can be disabled.
 * Allowing app users to place orders in advance etc.
 * LoyaltyPlant Mobile Ordering is integrated with 3rd party solutions
 * Order type:
 * Initially, a customer chooses an order type (delivery, pick-up, eat-in: can be configured).
 * App shows locations that support chosen order type OR opens an address entry field (in case of delivery)/].
 * Apps show only relevant menu according to the chosen order type and location/delivery zone.
 * Menu:
 * A Menu screen supports sections and subsections (several levels).
 * All sections and subsections have cover images (including photos for emotional and/or appetite appeal) for better navigation.
 * Item screen:
 * Item screen shows a large picture, name, description and price.
 * Item screen allows for adding an item to the cart, and change in quantity.
 * Item screen allows to configure an item by selecting modifiers. An app can show pre-selected modifiers.
 * Loyalty and rewards:
 * Rewards and offers can be easily added to any order.
 * Loyalty points can be granted to any order.
 * Cart:
 * Cart screen shows every position that is added to the order (including rewards), pictures, costs. Also, it shows an order subtotal (both in $ and in points).
 * Cart screen allows for changes in the amount of ordered items and deletion of items from the order.
 * Checkout:
 * Checkout screen shows the total of an order (detailed with tips, taxes and any fees applied).
 * Checkout screen to choose delivery or pickup time, edit contact data add a comment to an order and choose a payment type (credit/debit card, Apple Pay, Android  Pay).
 * Payment:
 * App allows a user to add any cards he wants and switch between them.
 * New integration should be discussed separately. We can integrate our solution with any payment provider that supports necessary features but recommend to choose one that supports Apple Pay and Android pay (for example Stripe).
 * Order Status and Feedback:
 * User sees live order status on the main screen.
 * After getting their order, users are gently asked for order feedback which is stored in the CRM.
 * Order History:
 * User sees their order history in the app.
 * User can quickly repeat any order from the history

Marketing communication tools and Marketing automation
Marketing campaigns: Targeting options:
 * Each Campaign has the following  features:
 * Choosing particular segment of customers to be targeted by campaign
 * Adding and editing content on-the-go in the CRM-system
 * Creating and scheduling push-notifications and reminders
 * Campaign incentives and rewards include:
 * Limited-time free menu item
 * Multiplication of bonus points given for a specific transaction
 * Extra bonus points for a specific transaction

Cohort targeting by frequency: Targeting by visits:
 * Number of visits during period
 * Amount spent during a period
 * Hasn't visited since
 * Visited at least once during period (from - to)
 * Number of visits (more than - less than)
 * Favorite locations

Targeting by customer profile: Marketing automation is a tool to launch automated marketing campaigns:
 * Targeting by activity:
 * Points (more than - less than)
 * Installation date (from - to)
 * Gender
 * Age
 * Registration data (customizable)
 * Operational system
 * Custom targeting can be done with the help of your customer success manager.
 * Birthday. System sends app users free time-limited gifts for their birthday to motivate them to come to celebrate.
 * Bounce Back Coupon. System sends app users a free gift for a week after their first visit to motivate them to come again.
 * Proximity Marketing. System sends app users a free time-limited gift when they walk by the location to motivate them to come in (based on specific criteria).
 * Lottery. Allows to launch an in-app lottery: a coupon with a secret gift after a purchase (gifts are customizable). This feature is not available on pilot period.

Analysis and insights functionality

 * Use the Dashboard page to get an executive view of the solution performance indicators:
 * Loyalty program revenue dynamics
 * Customer base growth
 * App installs growth
 * Mobile ordering revenue dynamics
 * Service quality rating dynamics
 * Referral program performance and outcomes
 * Analyze reports accessible in the LoyaltyPlant CRM to get insights on the solution effectiveness.
 * Research a transaction report for each individual unit or aggregated units to assess foot traffic and loyalty program effectiveness.
 * Use Feedback tool to:
 * Analyze service quality among individual units or multiple units and gain franchisee quality control.
 * Get insights on what’s wrong from individual feedback forms

Service Quality Control
LoyaltyPlant provides a Service Quality Control module which helps to collect feedback by offering guests the chance to leave a comment in a convenient way at an appropriate time:
 * Feedback is requested in-app after a purchase or a mobile order with a user-friendly interface.
 * If a feedback is positive the app offers a customer an option to post on Yelp or rate on SMG.
 * This requested feedback avoids negative comments being posted on social media (e.g. Yelp.). Instead, it’s made available directly to management.
 * Your restaurant management can respond to a negative comment quickly and send a complimentary reward to win back the customer.
 * At the corporate level, you can also explore the ratings of your individual stores, check that their service quality fits your standards and identify possible training issues.


 * Detailed data breakdown for each restaurant and a data overview for the whole chain is available in the CRM dashboard.

Partnership programs
LoyaltyPlant provides an ability to implement Cross marketing programs, as adding or subtracting bonus points for actions on 3rd party websites opened in in-app browser or adding or subtracting bonus points for actions on 3rd party websites opened elsewhere (demands additional development on the side of 3rd party website).

The company can be found on Facebook and Twitter.