Retail Engine, 2026

Changes for page Omnichannel strategy

From version 5.2
edited by Vera Retyeva
on 2024/02/21 09:50
Change comment: Update document after refactoring.
To version 11.1
edited by Vera Retyeva
on 2026/09/10 04:41
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7 7  
8 8  === Omnichannel strategy ===
9 9  
10 -**Omnichannel strategy** within the Loyalty Program ensures that all communication channels with customers and their interaction with a Partner are combined to create a cohesive experience. The focus of the omnichannel strategy is on the buyer. By utilizing all [[additional services>>doc:Main.General_information.Additional_services.WebHome]], the omnichannel principle enables seamless switching between different channels. The transition between channels will be consistent and logical, because omnichannel allows to track the entire path of customers, regardless of where they make their purchases — online or offline.
10 +**Omnichannel strategy** within the Loyalty Program ensures that all communication channels with customers and their interaction with a Partner are combined to create a cohesive experience. The omnichannel strategy is focused on the buyer. By utilizing all [[additional services>>doc:Main.General_information.Additional_services.WebHome]], the omnichannel principle enables seamless switching between different channels. The transition between channels will be consistent and logical, because omnichannel allows to track the entire path of customers, regardless of where they make their purchases — online or offline.
11 11  
12 12  |(% style="border-color:white; text-align:left; width:792px" %)(((
13 13  Possible interaction points:
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22 22  * mailings (SMS, email, Viber, push, etc.).
23 23  )))|(% style="border-color:white; text-align:center; width:646px" %){{lightbox image="Omnichannel_en.png" width="400"/}}
24 24  
25 -The customer's experience should remain seamless, even when switching between different channels of communication with a Partner. If a customer wants to change the channel after a certain interaction, they should have the ability to switch easily and continue the interaction. For example, a customer buys products at a certain point of sale, and he has a [[loyalty card>>doc:Main.General_information.Loymax_Loyalty.Bonus_card.WebHome]]. He also uses a [[Mobile App>>doc:Main.General_information.Additional_services.Mobile_application.WebHome]] on his phone to order delivery, and uses card data and in the app. The Partner knows about the customer's favorite products, grants discounts for these products in the Mobile App, and tells about [[promotions>>doc:Main.Using.MMP.Marketing.Offers.WebHome]] for the products that the customer buys most often via SMS or push notifications. If the customer can't find his preferred products in the store, he can search the website or the Mobile App for the nearest retail outlet with those products available.
25 +The customer's experience should remain seamless, even when switching between different channels of communication with a Partner. If a customer wants to change the channel after a certain interaction, they should have the ability to switch easily and continue their communication. For example, a customer buys products at a certain point of sale, and he has a [[loyalty card>>doc:Main.General_information.Retailengine_Loyalty.Bonus_card.WebHome]]. He also uses a [[Mobile App>>doc:Main.General_information.Additional_services.Mobile_app.WebHome]] on his phone to order delivery and uses card data and in the Mobile App. The Partner knows about the customer's favorite products, grants discounts for these products in the Mobile App, and tells about [[promotions>>doc:Main.Usage.MMP.Marketing.Offers.WebHome]] for the products that the customer buys most often via SMS or push notifications. If the customer can't find his preferred products in the store, he can search the website or the Mobile App for the nearest retail outlet with those products available.
26 26  
27 -Thus, a comprehensive [[customer profile>>doc:Main.Using.MMP.CRM.Clients.Customer_profile.WebHome]] is created, consolidating all data on their actions and behavior across different sales channels. Further, by analyzing customer behavior in general and separately in each of the sale channels, it is possible to build an effective targeted marketing.
27 +Thus, a comprehensive [[customer profile>>doc:Main.Usage.MMP.CRM.Customers_CRM.Customer_profile.WebHome]] is created, consolidating all data on their actions and behavior across different sales channels. Further, by analyzing customer behavior in general and separately in each of the sale channels, it is possible to build an effective targeted marketing.
28 28  
29 29  === Sales channels ===
30 30  
31 31  **Sales channel** is the path by which goods or services are delivered to customers. Sales channels can be divided into two types:
32 32  
33 -* **online** (E-com sales via [[Online store>>doc:Main.Integration.Ways_to_use_API.Integration_of_external_client_services.Integration_of_personal_account_and_mobile_application.Loyalty_program_personal_account_in_the_online_store.WebHome]], [[Mobile App>>doc:Main.General_information.Additional_services.Mobile_application.WebHome]]);
34 -* **offline** ([[points of sale>>doc:Main.Using.MMP.Admin_panel.Partners.Store_setting.WebHome]]). In turn, points of sale can be of different formats. For example, mini-market, hypermarket, discounter, etc.
33 +* **online** (E-com sales via [[Online store>>doc:Main.Integration.API.Integration_of_external_client_services.Online_store_integration.WebHome]], [[Mobile App>>doc:Main.Integration.API.Integration_of_external_client_services.Integration_of_mobile_application.WebHome]]);
34 +* **offline** ([[points of sale>>doc:Main.Usage.MMP.Admin_panel.Companies.Points_of_sale.WebHome]]). In turn, points of sale can be of different formats. For example, mini-market, hypermarket, discounter, etc.
35 35  
36 36  Thus, depending on the sales channel, the marketing strategy may differ, as each channel may have its own characteristics, target audience, and requires an individual approach.
37 37  
38 -The Loymax system offers a universal solution for implementation of a loyalty program (LP), taking into account the specifics of each sales channel. Partners can add any number of [[points of sale>>doc:Main.Using.MMP.Admin_panel.Partners.Store_setting.WebHome]], including [[online stores>>doc:Main.Integration.Ways_to_use_API.Integration_of_external_client_services.Integration_of_personal_account_and_mobile_application.Loyalty_program_personal_account_in_the_online_store.WebHome]], and flexibly configure the rules of [[offers>>doc:Main.Using.MMP.Marketing.Offers.WebHome]] through application of various [[filters>>doc:Main.Using.MMP.Marketing.Offers.Filters.WebHome]]. In this respect, any [[additional information>>doc:Main.Using.MMP.Admin_panel.Partners.Store_setting.Merchant_additional_info.WebHome]] about the point of sale, for example, format, working hours, location, availability of a coffee shop, etc. can be used to customize offers. This allows to adjust and optimize the performance of marketing campaigns. For example, by setting up offers for a particular sales channel, you can increase customer interest in this channel and, as a result, increase sales.
38 +The Retail Engine system offers a universal solution for implementation of a loyalty program (LP), taking into account the specifics of each sales channel. Partners can add any number of points of sale, including online stores, and flexibly configure the[[ offer>>doc:Main.Usage.MMP.Marketing.Offers.Offer_management.WebHome]] rules through application of various [[filters>>doc:Main.Usage.MMP.Marketing.Offers.Guide_to_filters.WebHome]]. In this respect, any additional information about the point of sale, for example, format, working hours, location, availability of a coffee shop, etc. can be used to customize offers. This allows to adjust and optimize the performance of marketing campaigns. For example, by setting up offers for a particular sales channel, you can increase customer interest in this channel and, as a result, increase sales.
39 39  
40 40  === (% style="color:inherit; font-family:Montserrat,sans-serif; font-size:23px; font-weight:600" %)Setting up offers depending on sales channels(%%) ===
41 41  
... ... @@ -45,7 +45,7 @@
45 45  
46 46  (% class="box infomessage" %)
47 47  (((
48 -To ensure that offers are activated only in the online store, it is required to select a pre-created online store from the list of points of sale related to this offer. How to create points of sale, please refer to a separate [[article>>doc:Main.Using.MMP.Admin_panel.Partners.Store_setting.WebHome]].
48 +To ensure that offers are activated only in the online store, it is required to select a pre-created online store from the list of points of sale related to this offer. How to create points of sale, please refer to a separate [[article>>doc:Main.Usage.MMP.Admin_panel.Companies.Points_of_sale.WebHome]].
49 49  )))
50 50  
51 51  (% class="box" %)
... ... @@ -56,15 +56,15 @@
56 56  {{showhide showmessage="Show offer settings" hidemessage="Hide offer settings"}}
57 57  All Loyalty Program members who paid for their purchase online will get 100 bonus points.
58 58  
59 -To set up such an offer, you need to tie this offer to an online store and create a new {{html}}<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Admin_panel/Payment__methods /">payment method</a>{{/html}}, for example, **Online payment**.
59 +To set up such an offer, you need to tie this offer to an online store and create a new [[payment method>>doc:Main.Usage.MMP.Admin_panel.Payment__methods.WebHome]], for example, **Online payment**.
60 60  
61 61  (% class="table-bordered" style="width:auto" %)
62 62  (% class="info" %)|**Event**|**Action**|**Parameter**|**Value**|**Filter**|**Parameter**|**Value**
63 -|{{html}}<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Marketing/Offers/Event_catalog/">Calculation of bonus points</a>{{/html}}|{{html}}<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Marketing/Offers/Action_catalog/Bonus points/">Bonus points</a>{{/html}}|Calculation method|Fixed amount|{{html}}<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Marketing/Offers/Filters/Cheque/Payment_type/">Payment method</a>{{/html}}|Payment method|Online payment
64 -| | |Amount of bonus points|100| | |
63 +|[[Calculation of bonus points>>doc:Main.Usage.MMP.Marketing.Offers.Event_guide.WebHome||anchor="02"]]|[[Bonus points>>doc:Main.Usage.MMP.Marketing.Offers.Guide_to_actions.Bonus_points.WebHome]]|Calculation method|Fixed amount|[[Payment method>>doc:Main.Usage.MMP.Marketing.Offers.Guide_to_filters.Cheque.Payment_method.WebHome]]|Payment method|Online payment
64 +| | |Amount of bonus points|100| | |
65 65  {{/showhide}}
66 66  
67 -Examples of setting up other offers for an online store can be found [[here>>doc:Main.Using.MMP.Marketing.Offers.Offers_creation_examples.Offers_for_Internet_shop.WebHome]].
67 +Examples of setting up other offers for an online store can be found [[here>>doc:Main.Usage.MMP.Marketing.Offers.Offers_catalog.Offers_for_online_stores.WebHome]].
68 68  )))
69 69  
70 70  ==== Offer for a Mobile App ====
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79 79  Loyalty Program members will be awarded 100 bonus points for installation of the LP's Mobile App.
80 80  
81 81  (% class="table-bordered" style="width:auto" %)
82 -(%class="info" %)|=Event|=Action|=Parameter|=Value
83 -|(% colspan="1" rowspan="4" %)(((
84 -{{html}}
85 -<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Marketing/Offers/Event_catalog/#19">Mobile App installation</a>
86 -{{/html}}
87 -)))|(% colspan="1" rowspan="4" %)(((
88 -{{html}}
89 -<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Marketing/Offers/Action_catalog/Additional_bonuses/">Additional bonus points</a>
90 -{{/html}}
82 +(% class="info" %)|=Event|=Action|=Parameter|=Value
83 +|(% colspan="1" rowspan="4" %)[[Mobile App installation>>doc:Main.Usage.MMP.Marketing.Offers.Event_guide.WebHome||anchor="19"]](((
84 +
85 +)))|(% colspan="1" rowspan="4" %)[[Extra bonus points>>doc:Main.Usage.MMP.Marketing.Offers.Guide_to_actions.Extra_bonus_points.WebHome]](((
86 +
91 91  )))|Lifetime|Without lifetime
92 92  |Account for deduction|Select a legal entity's account to deduct bonus points
93 93  |Currency|Bonus points
... ... @@ -96,14 +96,14 @@
96 96  
97 97  You can also set up offers to motivate LP Members' activity in the Mobile App. For example:
98 98  
99 -* award [[bonus points for completing all tasks>>doc:Main.Using.MMP.Marketing.Offers.Offers_creation_examples.Offers_for_customer.Offers_for_customer_activity.Motivation_for_customer_activity.WebHome||anchor="06"]];
100 -* use the [[gamification mechanics>>doc:Main.General_information.Loymax_Loyalty.Offers.Gamification.WebHome]];
101 -* arrange [[healthy eating marathon>>doc:Main.Using.MMP.Marketing.Offers.Guides.Healthy_eating_marathon.WebHome]], etc.
95 +* award [[bonus points for completing all tasks>>doc:Main.Usage.MMP.Marketing.Offers.Offers_catalog.Offers_for_customers .Customer_activity_offers.WebHome||anchor="06"]];
96 +* use the [[gamification mechanics>>doc:Main.General_information.Retailengine_Loyalty.Offer_mechanics.Gamification.WebHome]];
97 +* arrange __healthy eating marathon__, etc.
102 102  )))
103 103  
104 104  ==== Offer for a specific type of point of sale ====
105 105  
106 -The System allows to set up an offer for outlets of a certain type. The types of points of sale are configured using attributes. Attributes of the points of sale are set when they are [[created and edited>>doc:Main.Using.MMP.Admin_panel.Partners.Store_setting.WebHome]] in the [[Additional information>>doc:Main.Using.MMP.Admin_panel.Partners.Store_setting.Merchant_additional_info.WebHome]] tab.
102 +The System allows to set up an offer for outlets of a certain type. The types of points of sale are configured using attributes. Attributes of the points of sale are set when they are [[created and edited>>doc:Main.Usage.MMP.Admin_panel.Companies.Points_of_sale.WebHome]] in the [[Additional information>>doc:Main.Usage.MMP.Admin_panel.Companies.Points_of_sale.POS_additional_info.WebHome]] tab.
107 107  
108 108  (% class="box" %)
109 109  (((
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113 113  The offer will be applied only in the Hypermarket stores.
114 114  
115 115  (% class="table-bordered" style="width:auto" %)
116 -(%class="info" %)|=Event|=Action|=Parameter|=Value|=Filter|=Parameter|=(%style="width: 304px;" %)Value
117 -|(% colspan="1" rowspan="3" %)(((
118 -{{html}}
119 -<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Marketing/Offers/Event_catalog/#01">Discount calculation</a>
120 -{{/html}}
121 -)))|(% colspan="1" rowspan="3" %)(((
122 -{{html}}
123 -<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Marketing/Offers/Action_catalog/Discount/">Discount</a>
124 -{{/html}}
125 -)))|Calculation method|Percentage|(% colspan="1" rowspan="3" %)(((
126 -{{html}}
127 -<a href="https://docs.loymax.net/xwiki/bin/view/Main/Using/MMP/Marketing/Offers/Filters/Other/Merchants/">Points of sale</a>
128 -{{/html}}
129 -)))|Filtering type|(%style="width:304px" %)By attributes
130 -|Discount amount|10|Attribute name|(%style="width:304px" %)CustomTradeFormat
131 -| | |Attribute values|(%style="width:304px" %)Hypermarket
132 -{{/showhide}}
112 +(% class="info" %)|=Event|=Action|=Parameter|=Value|=Filter|=Parameter|=(% style="width: 304px;" %)Value
113 +|(% colspan="1" rowspan="3" %)[[Discount calculation>>doc:Main.Usage.MMP.Marketing.Offers.Event_guide.WebHome||anchor="01"]](((
114 +
115 +)))|(% colspan="1" rowspan="3" %)[[Discount>>doc:Main.Usage.MMP.Marketing.Offers.Guide_to_actions.Discount.WebHome]](((
116 +
117 +)))|Calculation method|Percentage|(% colspan="1" rowspan="3" %)[[Points of sale>>doc:Main.Usage.MMP.Marketing.Offers.Guide_to_filters.Other.Stores.WebHome]](((
118 +
119 +)))|Filtering type|(% style="width:304px" %)By attributes
120 +|Discount amount|10|Attribute name|(% style="width:304px" %)CustomTradeFormat
121 +| | |Attribute values|(% style="width:304px" %)Hypermarket
122 +~{~{/showhide}}
133 133  
134 -More examples about setting up offers for retail outlets can be found [[here>>doc:Main.Using.MMP.Marketing.Offers.Offers_creation_examples.Offers_for_merchant.WebHome]].
135 -)))
124 +More examples about setting up offers for retail outlets can be found __here__.
125 +~)~)~)
136 136  
137 137  (% class="box" %)
138 138  (((
139 139  **Read also:**
140 140  
141 -* [[How to improve customer experience>>doc:Main.General_information.CRM.Member_lifecycle.CJM.WebHome]]
142 -* [[Offers to increase customer activity>>doc:Main.Using.MMP.Marketing.Offers.Offers_creation_examples.Offers_for_customer.Offers_for_customer_activity.Motivation_for_customer_activity.WebHome]]
143 -* [[Offers for points of sale>>doc:Main.Using.MMP.Marketing.Offers.Offers_creation_examples.Offers_for_merchant.WebHome]]
144 -* [[Involvement mechanics>>doc:Main.Using.MMP.Marketing.Offers.Guides.WebHome]]
131 +* [[Offers to increase customer activity>>doc:Main.Usage.MMP.Marketing.Offers.Offers_catalog.Offers_for_customers .Customer_activity_offers.WebHome]]
132 +* __Offers for points of sale__
133 +* __Involvement mechanics__
145 145  )))
135 +{{/showhide}}
136 +)))
Created 2024/02/21 09:39
Last edited 2026/09/10 04:43

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