Loyalty Program Communication Rule Engine for Member Targeting
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Solution Overview
Problem
Existing CRM applications lack the ability for administrators to customize and control communications to members of loyalty programs effectively, as they need to tailor communications based on specific events and criteria that vary by organization and member type, which is not efficiently addressed by current software solutions.
Innovation Solution
A system that allows administrators to configure rules for sending communications to members based on specific events, member information, and communication channels, enabling personalized content delivery to different members through a graphical user interface, with rules being stored and examined to determine the appropriate content and channel for each member.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If administrators need to customize communications for different members based on specific events and criteria, then communication personalization and effectiveness improve, but system complexity and configuration difficulty increase
Solution Approach 1:
The system segments communication management into distinct configurable components: event types (enrollment, birthday, anniversary, milestone), communication channels (email, SMS, postal mail, phone), and member criteria (demographics, behavior, preferences). Each segment can be independently configured through the graphical user interface, allowing administrators to build personalized communication strategies without overwhelming system complexity.
Solution Approach 2:
The system implements dynamic rule configuration where administrators can create flexible communication rules that automatically adapt to different member segments and events. The rules engine dynamically evaluates member data against configured criteria and selects appropriate communication channels and content, enabling high adaptability without requiring complex manual intervention for each communication scenario.
2Adaptability or versatility
If administrators need to control communications for different organizations and business types, then customization capability improves, but ease of operation deteriorates
Solution Approach 1:
The system provides a universal configuration framework that serves multiple organizations and business types through a single platform. The graphical user interface presents unified configuration options for events, channels, and rules that can be adapted to any loyalty program or communication scenario, eliminating the need for separate systems for different business types while maintaining full customization capability.
Solution Approach 2:
The system enables administrators to independently configure and manage communication rules through an intuitive graphical user interface without requiring technical assistance or complex programming. The self-service configuration allows administrators to define events, select channels, and set member criteria through simple form-based inputs, making the system easy to operate despite its comprehensive customization capabilities.
3Measurement precision
If the system stores and examines multiple rules for different events and members, then communication accuracy improves, but processing time and complexity increase
Solution Approach 1:
The system performs preliminary configuration of communication rules, events, and member criteria through the graphical user interface before actual communications are needed. Administrators pre-define all communication scenarios, channels, and targeting criteria in advance, so that when events occur (enrollments, birthdays, etc.), the system can quickly match them against pre-configured rules without complex real-time processing, thereby maintaining high accuracy while minimizing processing time.
Data Source
AI summary
Application customizable to enable administrators of various reward/loyalty programs to control communications to members. In one embodiment, an administrator is enabled to configure various rules corresponding to an event with the application of the rules to a member information identifying which ones of multiple contents is to be sent to which of the members using which one of different channels. The rules are then stored in a non-volatile memory. On identifying the occurrence of the event, the rules, and the member information are examined to determine that a first and a second content are to be sent respectively to a first and a second member using a first and second channel. Accordingly, the first content is sent to the first member using the first channel and the second content is sent to the second member using the second channel.