Orgill Case Study | 41 Customer Notifications There are several ways retailers can notify customers of points balances or upcoming rewards. Customers will get transaction receipts with enhanced product information, including descriptions and images. These receipts are branded to a retailer’s store. Receipts are available online in the customer dashboard and through email. FanBuilder will send out notifications when a customer is close to a reward but hasn’t made a purchase in a certain number of days. Retailers can customize the content of this notification and how close to the rewards it should be sent. The notification goes out via email or text message, depending on customer preference. When customers receive a coupon, FanBuilder will send a notification when that coupon is close to expiring. The notification ensures customers do not forget about their coupons and is an extra push to get them back in the store. Again, retailers can determine how many days before the coupon expiration to send the notice. Online Dashboard Customers have instant access to their purchase history and rewards through an online dashboard. The dashboard is fully integrated into Orgill’s eCommerce platform and can be integrated into other ecommerce platforms. It’s also available without an ecommerce site. Through the dashboard on a mobile app, customers can view their shopping activity, such as rewards balance, personal information, receipts, purchase history, rewards progress and coupons. The enhanced receipts in the purchase history allow customers to see all purchased items from stores within the brand. Receipts include product descriptions, photos and links to view product details and reorder online. Receipts are searchable, sortable, filterable and include both in-store and online purchases. Customers will also be able to see their rewards and track progress toward their next goal. When a coupon is available, it can be scanned directly from a mobile phone or printed. Coupons also have a code so they can be used for online orders. Coupons FanBuilder’s coupon feature allows retailers to completely customize promotional coupons. They can easily and quickly create new coupons for rewards customers or use the automatic coupons built into the system. Coupons can be assigned to the entire rewards set, to specific stores or customer sets and even single customers. Retailers can also set all coupon details, including the discount amount, expiration date and number of points required before a coupon is received. Additionally, one important feature in FanBuilder allows dealers who participate in Orgill’s Integrated eCommerce program to offer coupons that work both in store and online. Importantly, for Orgill dealers in the Integrated eCommerce program, the FanBuilder coupons work both in store and online. POS Integration FanBuilder integrates seamlessly with Epicor Eagle, and as of the end of 2022, Orgill is about to roll out the integration with other POS providers, including BisTrack, Paladin, ECI Spruce and RockSolid MAX. The integration makes it easy for FanBuilder to provide the enhanced receipts and send directly to the customer’s rewards account. Cashiers can easily scan coupons, register a new rewards customer or look up an existing customer to place a transaction on their account. Store Systems Manager™ FanBuilder works with Orgill’s proprietary Store Systems Manager™ software, allowing retailers to easily manage their rewards program. Custom configurations retailers can make include running bonus points events, editing coupons, managing notification content and managing rewards site content. Store Systems Manager also includes a customer support tool that allows retailers to make adjustments to individual accounts in order to best serve their customers, eliminating the need to call customer support to make customizations. Reporting Retailers have access to on-demand reporting functions so they can see loyalty usage at any time. There is also the ability to customize reports and filter for whatever type of data is desired.
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