Store How to - Rewards Mobile number
- Laura Baggio (Deactivated)
- Sam Dillon
- Cassy Roots
Customers can now join the Rewards App Program by providing their mobile numbers during the transaction. For existing customers, it’s also possible to gain or redeem points by providing their mobile number instead of scanning their App.
Why have we added this option on POS?
· Provide customers with an easy & convenient way to join our program.
· An alternative solution to earn/redeem points at the POS other than scanning the app (most retailers offer to earn/redeem points within a phone number).
How does it work?
As usual, the Loyalty question will come at the end of the ordering process (within the payment step).
Team members can choose between the following when asking “Will be using your Rewards App today?”
a) MOBILE SCAN: Customer provides App to scan - there are no changes to the existing process.
b) MOBILE NUMBER REWARDS: instead of scanning the app, ask the customer for their mobile number. Once entered, the system will check if that number is stored at TCC App database and/or send the customer an SMS to have the card in their mobile wallet.
NOTE:
Ensure input of the phone number into POS is correct. If the number input is incorrect, the system will send the SMS to an unknown recipient.
For privacy customer’s personal data must not be stored or shared by the store. The provision of the customer’s phone number is for Rewards App point allocation or sign up only and entered into the POS during transaction. Misuse of Personal Information may result in adverse action being taken personally against you and/or the Store, including but not limited to issuing of fines or infringements by the Franchisor or Regulatory Body.
Possible scenarios at the POS:
b.1) Success – Existing customer
Phone number is entered:
Yes, we’ve found that phone number -> Follow the same process of scanning the app.
b.2) Success – New member
No, we haven’t found that phone number, so we have now added the customer to the Rewards program. They earn points from this purchase and receive an SMS with a link to ADD the Rewards card to their mobile wallet (Apple or Google).
Video:
SMS:
b.3) Error – Invalid phone format
The request didn’t go through as the number provided is not valid, and please try again.
b.4) Error – Multiple accounts for the same phone number
We are not able to process if two accounts are found with the same phone number, advise the customer to use their app.
b.5) Error – System is offline/unable to contact the database
We are not able to process the check of mobile numbers on our database, advise customer to use their app (if they are existing customers).
If they are existing customers, the points should be queued and balance will update once back online (please, make sure to provide the Customer receipt in case their points are not given so they can claim via Customer support -VOC). If they are new customers we are unable to create an account for them at the moment.
What is the benefit for customers:
· They can join the Rewards program by only providing one piece of information, their phone number.
· That first purchase will already earn points.
· They will receive an SMS to add the card to their mobile wallet (Apple or Google) and use it in the future to earn/redeem points.
· They will still earn points even if they don’t have the app handy.
What is the benefit for store team:
· Will be able to add customers to the Rewards Program by only providing a phone number
· It allows customers to earn or redeem points even when they don’t have the app handy
· It’s a second options for existing customers and an excellent benefit to offer great customers.