Scanning and Sending from POS
Loyalty & CRM

Rewards, Loyalty, Auto-Triggers

Introducing new Rewards Platform

Before launching the new rewards system you would like to let your customer know about it, especially if you already have existing customers data base that you captured during the years, either from you previous rewards system or via other channels like POS, newsletters, etc.

General

Rewards Page / FAQ

It is possible to change the following about link:

Into a "Rewards FAQ" link, link this:

First, let's translate "About" to "Rewards FAQ" by using the "Translations" feature:

Then, let's get into the beta portal:

Then, let's go to "Design":

And then, search "About Link (External) URL" and insert the designated page link:

Finally, make sure to publish the changed by using the following button:

That's it! The changes should appear in about 30 minutes after publishing.

Members Vs Guests

Customer Profile

Phone number - Unique identifier

Appfront's customers' unique identifier is phone number. A customer can be identifier only with one phone number

Primary Email

When you sign up with new email but the same phone number, Appfront save your original email, but update the new email to your primary email.

Reports

New sign ups

Under the Dashboard tab - registrations

Set Up

Loyalty Module

In order to "TURN ON" the loyalty module in your POS

Toast POS

Please send the following email to your Appfront Rep

Revel, Speedline, Brink POS

Please connect to your BRINK POS account manager to enable integration

Square

Please send [email protected] your Api credentials

Email Template

There are 2 options:

  • Email template

  • Create your own design / HTML

Option 1: use the auto-generated template

Option 2: create your own design

Either by uploading HTML or uploading PDF.

In order to implement those please reach out to our support team - [email protected]

Roll Out Procedure

Overview

If this is a new program, it's no problem. You just turn on the loyalty and you can move on. But if you convert existing program, you need to take in consideration if you'd like to sync your customers data base or start from fresh.

1) Set up the loyalty program at Appfront:

First thing, you need to program the loyalty in Appfront back office. So once we switch, the program will be working

2) Test Online Loyalty

Make sure on Appfront's App or Online site, that everything was define as expected. This is not related the "in-store" loyalty (see below).

Click Rewards
Rewards Section

3) Connect Appfront to In-Store loyalty

In order to do that, we will have to ask your POS provider to connect In-Store to Appfront loyalty engine (some of the POS can be added automatically - depends on your POS).

IMPORTANT - Before switching in-store

Make sure you export / import the customers data -

To keep the rewards accumulation continuously, you need to make sure that we export and import the data, right before connecting the in-store to Appfront loyalty.

Loyalty set up is tied to restaurant group -

Meaning, that if you connect Appfront Loyalty in the POS, all stores under the same restaurant group will be switched. The options are to separate stores to different restaurant groups or to go live with all stores.

therefore we suggest the following go live.

Loyalty Programs in Appfront

Please review this short guide which provides an introduction to Appfront's loyalty programs:

  • Money Spent

  • Store Credit (Cashback)

  • Points Bank

Rewards / Trigger Based Modules

Registration / Sign Up

Overview

Sign Up / Registration event will be triggered when someone download (and sign up) the app, or when someone sign up on the online ordering, or any other sign up (in-store for example).

Set Up

Visits Campaign - Get Free X for your 10th Visit

Overview

Visits campaign, as simple as it sounds - a customer get a rewards once he hits the number of visit that are defined in your campaign. It can be 5th, 10th, 15th, etc. In addition, a "visit campaign" can get also derived a few cool options which make is more complicated:

Set Up

  • Recurrent - means that the customer will receive this coupon "every 10th visit" (in our example).

  • Count visit from (creation date) - refer to the question: "when should we start counting visits". Should it be from day the platform go live of from the day in the past

  • Restart at / Cycle - this feature allow you to define a cycle of visits, which means, for the 10th visit of a cycle of 100, the trigger will run at the 10th visit and at 110th, 210th, 310th, etc.

No Visit [30, 60, 90 days..]

A campaign that will be sent once a customer did not place an order for X days.

Set Up

Select "Lifecycle Rewards" trigger -> "Long Time No Visit"

Run On Hour: the hour when the campaign will be triggered daily

Number of Days not seen: the days since the user's last order.

Birthday

A campaign that will be triggered on the customer's birthday.

Set Up

Select "Lifecycle Rewards" trigger -> "Birthday"

Run On Hour: the hour when the campaign will be triggered daily

Anniversary

A campaign that will be sent annually based on the customer's registration date.

Set Up

Select "Lifecycle Rewards" trigger -> "Anniversary"

Run On Hour: the hour when the campaign will be triggered daily

Limited/One-Time Use Promo Code (Campaign)

Unlike a deal type promo code, a campaign promo will grant a coupon, which can be restricted for one-time use.

These type of campaign requires login - a guest user will receive the following message upon usage:

Set Up

Select "Lifecycle Rewards" trigger -> "Enter Promo Code"

Promo Codes: insert the promo code(s) here. For multiple codes, please use a comma between each code.

For this campaign, inserting the promo code will automatically add the coupon you configured to the customer's rewards. This means that the promotion will not appear on the menu, but, the coupon that includes the discount will appear at the customer's checkout tab on the right side of the screen. The coupon will also automatically apply to the order. See a demo here:

In this context, please note that we offer a similar mechanism as a deal, the main difference is that campaigns require a login, while deals do not.

Configure the rest of the campaign by following the coupon tutorial:

Money Amount

Get 10% for Your next Order [for every $100 spent]

Overview

This campaign can be set up to be triggered once, i.e. for only first $100 spent, or to make it recurrent (for every $100 spent). [is recurrent=true]

Set Up

Money About Account
Set the Discount percentage

Examples

Example 1:

  • Customer spends $100.

  • They will receive 10% their next order. Next order: $40 – they receive $4 off.

Example 2:

  • Order 1- Customer spent $100

  • Order 2 – Total $50 – receive $5 off (Customer pays $45) [$45 get applied to the next $100]

  • Order 3 - Total $60 – do they receive a 10% discount [After $60 spent]

Example 3:

Every time you use the 10% coupon it gives a discount on the entire order, regardless of amount.

Spent

Discount

Order 1

$200.00

$0.00

Order 2

$50.00

$5.00

Order 3

$60.00

$0.00

Order 4

$50.00

$5.00

$360.00

$10.00

Example 4:

Upon spending 50$ - choose one free item out of three:

15% of your First Order

Basically what you'd like to do is when some register, give them a "one time" coupon with 15% discount. In order to do that, you'll have to set up a "registration campaign" (the trigger here is registration, i.e., download the app / opt in from online) in the following structure:

Define campaign type:

Registration

Define Coupon:

Coupon definition

Very important - expiration date.

Coupon Terms:

15% Discount

$10 registration gift (food only)

Punch Card - Buy 3 get the 4th for free

This option allow you to track a specific menu item and define one will happen once you purchased specific menu items.

  • Buy 3X, GET X

  • Buy 3X, GET Y (i.e., doesn't have to be the same menu item for the gift)

  • By 3x (x OR y OR z) -get T

You have the flexibility to create any option you'd like.

Overview

But this ACAI 3 times and get a free ACAI for the next purchase.

Set up the "Punch Card" / Purchased item trigger

First we'll use the purchased amount trigger and set if for 3 - in order to get the 4th for free.

Choose the menu items your want to "track" (can be more than one):

In our example, we need to Choose Acai:

Define the gift

In our example (ACAI) - but doesn't have to be as mentioned before.

Points Modules

Points is a great way to create engagements with the customers. There are many things that you can do with points from simple cashback into gamification

Cashback / Point Ratio

Overview

A simple, One-Tier points level, that allow customers to gain points for every $1 spent, that's can be cashed for $x. The ratio is something that is flexible and can be controlled / set up on the campaign definition.

Get $10 for every $100 spent

Set Up

Points / Cash-back module
Define the Ratio

Customer Facing - Tracker

Tracker

Customer can opt in and track how much credit, and what is its current status.

Double the Cashback Weekend

Let's say you have a special weekend, like holiday weekend, or a special week - you are promoting a new menu! You can run a promotion to your customers and let them know that for every purchase, they will get double the points during this period of time. For example:

If usually your customers get $10 for every $100 spent - you can set up: to get:

  • $20 for every $100 spent

Bonus Points Triggers on Menu Item Purchase

Get 50 points bonus when buying menu item

Points Bank

Overview

Allow customers to accumulate points, and then use them anyway they wish to, according to the pricing points, defined by the program.

Desktop
Mobile

Rewards are locked, until the customers hit the right number of points.

Tracking points

Points FAQ

Do customers collect points, even when they get a free item?

For example, we have a free coupon code for a bowl, if the customer uses it, will they still collect points?

Nope. Customers collect points only on money spent

If you sign up online on a double point day, will you get double the "sign up points"?

Nope. Customers collect points only on money spent.

Point Ratio

This is the way to set up how many points a customer received for each $1 spent. There is no limitation and you can set it up any way you want to.

Please make sure to set a date for the beginning of accumulation (see image below)

Coupon purchased by Points

Once created the bank points ratio, next step would be to allow the customers to use their points for different bank offers, and define different points level to buy different coupons.

Create the Coupon - Tag price

Set the pricing tag got a coupon

What you'd basically want to do is define that the coupon will be triggered by the bank points module, when the customer hits 40 points - in this example.

Upload a photo

Not more that 400k

Upload photo

Set Expiration Date

We recommend to create urgency of up to 1 week (your call).

Expiration Date

Define the Reward - Type and items

Connect items

Sign Up / Registration Bonus Points

You can also push your customers to register to your program by incentivize them with Points. for example: get 20 points when registering.

$5 Registration Gift (Money)

Overview

We would like set up a $5 gift for 100 points. Meaning that if I have 100 points in my balance, I can use them to "buy" a $5 to buy anything I want to.

Set Up

Coupon for 100 Points

Now defining the terms:

Trigger Based with Points

There are many different type of "events trigger based" campaigns, that for each one of them you can trigger points as a reward:

  • Birthday

  • Anniversary

  • No visit

  • Etc.

$25 off for 1000 points

When you hit 1000 points, while using the Points bank trigger event, you should trigger the coupon.

Condition

Now we would like to set up the coupon:

coupon Terms

Trigger a gift - "money amount" - $1-25 , meaning you will receive $25, but you can use any amount below $25

Send Bonus Points to customers

Let's say there is a customer you want to incentivize or there is a survey you would like to run, and give bonus points to customers who answered, or any other crazy idea, you can create a "bonus points" campaign.

Bonus

Choose the target audience "Send To" and send them bonus.

Double the Points Day

General

This is a great promotion for days you would like to increase sales and encourage customers to come to the store! We see %10-%25 increase in sales during 'double the points' days comparing to other days.

Scheduled or Manual Mode

Both options are related to the Points Ratio set up. There are 2 options:

  1. Manual mode - this is great if you don't have a recurrent 'double the points' day, i.e. - it's once in a while thing.

  2. Scheduled mode - for example - every Thursday.

Manual mode

The only thing you should do is to UPDATE your Points Ratio campaign (in this example, from 1:1 in a regular day to 2:1:1)

FROM: $1 (USD):1(Point)

TO every $1(USD) : 2 (Points)

Just need to update the "Point Bank Amount" field for 2 points.

For a whole day time frame, please insert 00:00-23:59.

Apply points according to: e.g. let's say the 'double the points' campaign is available only on Sundays; If the customer orders on Saturday a pickup for Sunday, and the 'Order Delivery/Pickup Due Date' is selected, the points of this order will be doubled. If 'Order Creation Date' is selected, only orders that were made during the 'double the points' days' campaign will be doubled, hence the order will not be doubled.

End of Campaign

Need to return the points to "1" as before.

Schedule Mode

Go to your points ratio campaign -

Scroll down to -

Multi Tier Program

Tiers are probably the most advanced solution to created loyalty. A tier can be defined by either one of metrics (only one of them):

  • Money Spent - how much money you spent in the past month

  • Points - how many points accumulated in the past month

The minimum Time base is a month.

Get X Points for Money Spent

Get 100 Points if you spend <$100 months

Set the promotion Type as Point Bank -

Define the campaign Trigger:

Define the Tiers, and create the Group (which all customers that reached this trigger will added to the the group ("Frequent Buyers")

Choose the "Tier metric":

The tier time base and tier definition:

Rewards Sharing

Shareable coupon allow customers to share coupons with their friends.

Enable sharing

Any coupon in the system can become a "shareable coupon". In order to make a coupon shareable, go to "advanced options" under the coupon definition:

Once you enable that, a "Share button" will appear under the coupon

Compensation

Single Use Fixed $5

This is an "on-demand" - define Trigger Type - "Compensation".

Set Up

Trigger

Set up the coupon terms: ($5)

How to send customer?

IMPORTANT - Customer has to signed up before

Compensation you can send manually to one or more customers.

Manual Update Points

Basically you you would like to create a "compensation campaign" with a specific amount of points.

Set up the campaign

Send the campaign to specific customer

Customer Facing

Manual Send Gift (product)

Basically you you would like to create a "compensation campaign" with a coupon.

Define Coupon with products

Send $$ Credit

The following compensation campaign allow you to send $$ amount to your customers.

Community Campaigns

Surveys

In order to create a survey that will be sent automatically to the customer after placing an order, please follow these few steps:

  1. Create a survey using any platform you prefer, such as: - Survey Monkey - Google Forms

  2. Go on the Appfront Portal

  3. Go to : Campaigns-> New Campaign

  4. Define your campaign:

    1. Give it a name

    2. Promotion type: Content Only

    3. Campaign Trigger : Automatic Lifecycle , Visits, 1 visit.

5. Set up your media channels:

6. Insert content (picture, text and the link to the survey ) to the email

7. Save the campaign 8. Send the campaign to yourself before activating it. 9. The campaign will be sent to each customer after every visit.

10. Let us know if you have any questions!

Feedbacks

Feedbacks is a great tool to let your customers communicate with you directly from your App or from your order online platform. The reason you mainly would like to use that, is that if they have a bad review, instead publish it on the web. you can be the first to know and response directly to them.

Customer Facing - Home page new button

A new button with the text "Contact us" will be added to your platform (you can choose to change the text to anything else). When the customer will click on the button, he/she will be start filling a feedback section that will go directly to your inbox.

Desktop - top right
Mobile

Feedback process

Feedbacks are tree of choices. First, you choose the subject:

What's on you mind

According to the customers' choice, it will open the right feedback flow.

Order Experience

Food Quality

App or Web

Send Feedback

Just add text, upload a photo, and send the feedback.

Those feedbacks will go directly to your inbox.

The way it works

We built it in a very flexible way, which allow you to control the text in some way. Every feedback that a customer place, will be sent directly to your email.

Set Up

Define the email inbox you would like to receive the feedback to:

FeeFeedbacks under Account