amway xrm innovation “ abo obsessed . . . experience driven”

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Amway XrM Innovation ABO obsessed . . . eXperience driven” Oracle OpenWorld 2014 Driving Business Transformation with Oracle’s Siebel Loyalty 1

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Oracle OpenWorld 2014 Driving Business Transformation with Oracle’s Siebel Loyalty. Amway XrM Innovation “ ABO obsessed . . . eXperience driven”. Global Headquarters in Ada, Michigan Founded in 1959 by Rich DeVos & Jay Van Andel Operate in over 100 countries - PowerPoint PPT Presentation

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Amway XrM Innovation“ABO obsessed . . . eXperience driven”

Oracle OpenWorld 2014Driving Business Transformation with Oracle’s Siebel Loyalty

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• Global Headquarters in Ada, Michigan• Founded in 1959 by Rich DeVos & Jay Van Andel• Operate in over 100 countries• Over 10 million active ABOs (Amway

Business Owners) & 4 million Members

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XrM Innovation Building Blocks

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Digital ChannelsPhysical PresenceEventsCustomer CareField ServicesTraining

Product CampaignsBrand Campaigns

MerchandisingPromotions

Segment Prgms.Mentoring Prgms.Business Process

Business Tools

Order CaptureOrdering Process

PaymentOrder Mngmt

Steering TeamVisionGoals

XrM Operational Model

Objectives, Strategies, Roadmaps

Obj

ect

ives

, S

trat

egie

s, R

oad

map

sO

bjectives, S

trategies, Ro

admaps

Objectives, Strategies, RoadmapsSupport:PersonalizationCampaign ManagementLoyalty ProgramsAnalytics/Insights

Programs that create meaningful experiences for our ABOs and Customers

Programs that create meaningful experiences for our ABOs and Customers

Delivery vehicle(s) for ABO and Customer experiences

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Sie

bel Lo

yalt

y

• Engages Registered Customers or Members NOT ABOs

• Goal: Improve customer retention • Implemented in June 2010

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A Member is eligible to accrue and redeem points and coupons through the Loyalty programo Points are accrued by placing regular orders or

when qualifying for a bonus promotiono Coupons / vouchers are issued with qualified

promotionso Points and/or coupons are redeemed in the form

of a discount when making purchases Promotions include:

o Regular order-based points accrual 2% of total order amount in points via web

and mobile channels 1% via call center and point of sale

o Redeem points for discount: 1 point = 1 yeno Birthday Double Points: bonus awarded during

member’s birthday montho Second and Third Order Coupono eCRM Web Alerts

Integrates with web site, legacy call center platform, legacy AS/400 order management system and distributor management system

Integration layer leverages Oracle SOA Suite 11g Powerful real-time and batch loyalty engines,

combined with SOA Suite integrations, has resulted in low ongoing support and maintenance costs

Amway Loyalty Program

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