Recently my client asked me to setup a demo in SAP CRM Loyalty Management for following scenario: Sales reps create sales orders in CRM Web Client (not Interaction Center) for their customers. Based on the order value, customers enrolled in the company bonus program can earn points. If they have enough, they can use the points to buy products.
Here I share my experience setting up the demo. The scenario covers the sales part only.
SAP CRM Loyalty Management integrates with sales order management. Minimum requirement is EHP 1 and the business function CRM_LOY_PROD.
Three integration scenarios are available: earning points, redeeming points and buying points. The latter is more for partnership management and isn’t part of this blog.
To start with it is required to maintain point information at material master. Enter here the point type and point value per scenario (earn, redeem, buy) one unit of this product is worth. Please note, 0 points are maintained at my demo products because I will calculate the points based on the order value. Only the points used in redemption scenario are fix.
The assignment block “Point Information” is available after you have added the product set type REWARD_PRO_LOY to the product category (transaction code COMM_HIERARCHY).
SAP delivers two transaction types (LTAA and LTAR) you can use for point accrual and redemption in sales scenarios. Because I wanted to make modifications to both types, I made copies (ZLTA and ZLTR).
They are ordinary sales transaction types, except that the transaction classification A (accrual) and R (redemption) respectively is set. Additionally the channel GUI was added such that the transaction is available to create in Web Client.
Next the membership ID field must be visible in the UI of both transaction types. Use the UI configuration tool in Web UI to add the field to your transactions’ layouts. The membership ID is a standard field at the pricing set of the header. It comes with a search value help and defaults the member ID with the sold-to party.
By the way, in Interaction Center the membership ID is automatically filled when you identify an account by membership information (for example, in business role IC_LOY_AGENT).
Last configuration step is to let the system know what member activities it should create as follow up of a sales order. Maintain for each of the scenarios the activity category and type. You can define the (system) status the sales order must have in order to trigger member activity creation. If required, you can define a processing delay (in days), the system should wait to process the created member activities. Leaving it empty would process the activities immediately.
Setup of Loyalty Program and Rules
I have a loyalty program based on the Super Buy scenario. The program has one rule containing two rows to process activities of types PRODUCT and PRODUCT_REDEEM.
The rule for point acrual contains a calculation formula. Remember, I want the points to be defined by the order value, so I take the amount into account and multiply it by 30 (fix factor, 1 EUR = 30 points).
The second rule row for the redemption case just uses the loyalty points and point type from the member activity since it is filled by the system based on the product master information maintained above.
Create Sales Order and Earn Points
Enough configuration. Now let’s see that in action. I create a new sales order for loyalty accrual (ZLTA), enter my sold-to party (i. e. the member). Using the value help I can search and select the membership of that customer. Unfortunately, there is no determination like for contact persons or organizational data (at least I haven’t seen one).
Enter the products for that order and the quantities. You see the columns points and point type (both hidden by default) are determined from the product master. Since we maintained 0 points for the earning scenario, no points are determined.
Save the order. If you now check the customer’s point account, you’ll see that nothing happened there. This is because the order has still the open status. This complies to the customizing we did for the member activities previously.
Edit the order and set the status to completed.
Check the membership. 4 member activities (according to 4 sales order items) have been created and processed.
In the point account 4 new point transactions (all from 22.07.2016 12:31) have been created.
Create Sales Order and Redeem Points
Now let’s do the same for point redemption orders. In this case, the spent points are determined from the material master.
By the way, if the point balance isn’t sufficient to cover the current order, the system raises an error message.
2 member activities were created after the order has been set to completed and saved. Besides the order information also the points to be redeemed were saved in the activity.
Since the member activities were processed immediately, point transactions were created in the point account accordingly.