The primary loyalty/incentive program focus for most companies (and their agencies) tends to be program strategy, value proposition, and creative execution – all critical elements for success. But there is a fourth element – the underlying technology powering your program – that is equally critical for a loyalty or incentive program. Here are six core requirements for your loyalty technology platform:
1. Scalability: Ability to scale to manage millions of program participants, including robust database design and server load monitoring and balancing.
2. Security: Robust security measures, including data encryption such as HTTPS for site and SFTP for file transfer, user authentication, ongoing security audits, vulnerability and penetration testing, compliance with PCI, HIPAA, Sarbanes-Oxley, and GDPR regulations, dedicated databases, rigorous data center security controls including biometrics, and disaster recovery plans.
3. Data Transfers: Effective management of real-time and batch file transfers between multiple systems, including client database and client partners, using integration products and methods such as XML, CSV, SOAP, REST and JSON tools.
4. Admin Interface: Easy-to-use, intuitive admin tool that enables program administrators to manage the program, including ability to manage participants, adjust transactions, manage participant site content, create and send emails, manage promotion rules, and edit rewards catalog.
5. Cross-Channel Support: Ability to support website and mobile channels, including responsive design approach to website/mobile development.
6. Reporting & Analytics: Standard report capabilities including key metrics reports for participant tracking, earning and redemption, sales, program liability, and communications. Use of filters (e.g., date ranges, included/excluded fields, other selection criteria) to enable customized output. Additional ability to design and execute customized reports to each client’s specific requirements. Ability to view dashboards, tables, graphs, and charts online as well as export report data to Excel spreadsheets and other programs.
