Enhancing customer experience and stimulating customer loyalty and engagement across multiple business lines, i-CLP is a flexible, purpose built platform for the end-to-end management of telecommunications based Loyalty Programmes over multiple channels.
i-CLP features a powerful distributed engine designed to manage multiple customer wallets, customer types, tiers, points, lifecycle and redeemable item business rules for your Loyalty Programme.
Working in partnership with your existing providers, BLS can integrate i-CLP with your existing BSS architecture and complimentary InTelestage™ platforms, to provide your customers with the full experience of earning Loyalty Points and/or Milestone Badges, that they can view, redeem and share through several channels via their mobile device or online.
The web-based administration interface allows business users to define and make ‘in-flight’ additions to your Loyalty Programme business rules and continuously manage several rewards catalogues, making the on-going customer engagement through your programme an easy task.
Both your agents and programme members can view and manage the Loyalty Accounts via our customisable web portals. An API also enables them to query and instruct actions on Loyalty Programme accounts across other channels, to provide an enhanced customer experience and ensure the consistent use of the points as an additional ‘currency’ – helping to keep your customers active and on your network.
i-CLP works extremely well with any strategy that puts the customer at the centre of your multi-service convergence offerings. Points and badges earned across usage and spend on your Mobile, Fixed Line, Internet and IpTV offerings as well as with partner companies can stimulate increased cross-service take-up through gamifying the customer experience, keeping your customers loyal to you and to the services that connect their lifestyle.
Knowledgebase is a configurable set of data marts in a star schema, optimised for the operational purposes of executing campaign business rules. From individual row level events through to aggregation processes on a daily, weekly, and monthly basis, Knowledgebase is fully scalable to load and store your customer’s usage and profile data for the specific purposes of cyclic campaign execution.
Profiler is an advanced tool for configuring and combining together the conditions a customer must meet to be considered in a particular segment. Profiler uses multiple data sources and types to flexibly pull together advanced conditions to execute on a recurring schedule. Used as part of the Campaign Management Solution, it includes advanced centralised exclusion management, hold-out policies, and control group extraction functions.
Relationship Manager provides users with a drag and drop graphical interface to build a complex workflow of customer communication interactions over several different channels. Used for broadcast messaging, interactive Q&A surveys, inbound response capture, and opt-in processes – Relationship Manager can be used as a standalone solution for communication campaigns as well as an integrated part of the InTelestageTM Campaign Management Solution.
Marketing Manager executes campaign business rules on a cyclic and scheduled basis. Distinct segmentation, scoring, reward rule, and communication stages provide advanced flexibility to calculate complex rewarding and communication rules that are driven by a customer’s aggregated usage.
Real-Time Marketing Manager uses the same cyclic schedule for segmentation as Marketing Manager, but is able to execute campaign business rules that will monitor and reward a customer’s usage in near-real-time for instant gratification.
Campaign Details API is an XML over http API, provided to allow easy integration with your existing call centre, CRM, BI reporting, and EDW so that current and historical campaign details are available throughout your BSS environment, empowering Customer Service agents to provide the best customer experience.
Inbound Offer Manager empowers Customer Value Management teams to put in place and dynamically manage an offer mix that is presented upon customer initiated engagement. An offer matrix is defined in the intuitive graphical user interface with a set of 3 prioritised and easily created/edited offers with any base segmentation model enabling relevant offers for either a Prepay or Postpay base to be set up and made available for ‘on-demand’ presentation in the call centre, retail outlets or on the mobile device.
The Inbound Offer API is a RESTful API to which you can integrate any customer engagement channel such as USSD/UMB, Mobile Applications, IVR, and the CRM (for contact centre or retail outlets). calling the API will return the available offers for individual customers in real-time and allow you to accept or reject any of the available offers.
Decision Manager provides a flexible graphical user interface where the generated triggers from Trigger Manager are combined with several other operational campaign stages in any logical order. Stages can be selected, configured, and connected to define a logical campaign workflow of filtered ‘next actions’ to take for each contextual customer interaction. Most importantly, subscribers are moved independently and individually through a workflow, with the real-time count of customers at each stage, at any moment of time, displayed on the campaign dashboard.
Trigger Manager provides a unique capability for business users to define both simple and complex data-driven rules that will identify particular ‘moments-of-truth’ or counted thresholds from the fields in the In-Memory Counters. Users are able to configure new triggers through the intuitive i-CDP interface using templates with configurable parameters.
In-Memory Counters can be set-up to count any type of subscriber attribute necessary to support defined ‘moments of truth’ as triggers, and/or accumulators as a ‘call-to-action’. A high performance engine for the consolidation of multiple source data inputs into i-CDP, In-Memory Counters works with the data in RAM memory, writing interim snapshots to a database for high-availability (and a lower investment in hardware). From near-real-time file streams of CDR/EDR from mediation, through to trigger commands over an http API from your EIR, PCRF, DPI, VLR, CRM or existing probes – In-Memory Counters achieve the speed and performance necessary for the transactional volumes of the telco world in your contextual campaign use cases.
Subscriber Scoring and Modelling combines tools from the Database Management layer as well as RFM and regression formula configuration, allowing users to drill into the data in the ADS to create and monitor propensity models for several objectives, e.g. churn prediction, product take-up likelihood, price sensitivity etc. Results from these models can be used in Profiler and combined with hold-outs as an advanced way to generate targeting criteria and eligibility lists for contextual campaign offer management.
Campaign Evaluation plots the comparison between each campaign target group and control group across multiple Key Performance Indicators, before, during, and after a campaign’s execution. It provides a true graphical and tabular representation of the incentivised uplift gained as a result of your campaign portfolio and is used by the BLS CVM services team to quickly assess and optimise campaign performance as part of a weekly campaign programme cycle.
Visual Subscriber Insight presents the analytical data from ADS into easily digestible charts and reports, which can also be segmented into decile analysis using the segments from Profiler. View subscriber distribution based on demographics, location, product holdings, and preferences, and view customer usage trends across several Key Performance Indicators.
Profiler is an advanced tool for configuring and combining together the conditions a customer must meet to be considered in a particular segment. Profiler uses multiple data sources and types to flexibly pull together advanced conditions to execute on a recurring schedule. Segments generated in Profiler can be used throughout the Insight & Analytics Solution for plotting insight by deciles and evaluating campaigns.
Analytical Data Store (ADS) coverts customer usage, demographic, and product holding data from the InTelestageTM Customer Data Management layer into a set of customer scores and calculated attributes that are used for propensity modelling with trend analysis and Key Performance Indicator calculations. BLS provides a set of more than 70 predefined attributes to get started.
Loyalty Programme Manager is the administration portal with configurable settings, permissions, redemption catalogues and automated notifications where users can define and manage business rules for Loyalty Programmes. Loyalty Programme Manager also provides the business with an operational dashboard and reports related to Loyalty Programmes.
Loyalty Programme Member Portal is a BLS web-portal system purpose built to be accessed and used by members of Loyalty Programmes through any browser over the internet. The Loyalty Programme Member Portal provides customers with the details of their Loyalty Account(s) upon log-in, presenting them with information about their balances, history and tier status as well as allowing them to select and redeem their points for a reward of their choice through the portal’s in-built catalogues. BLS is able to customise the design of the Loyalty Programme Member Portal in accordance with your brand.
Loyalty Programme Agent Portal is a BLS web-portal system purpose built to be accessed and used by Customer Service Representatives (CSRs) to assist with customer interactions related to Loyalty Programmes, either in the call centre or in shops. The Agent Portal provides users with a search function, which returns the history associated with the customers’ Loyalty Programme account(s) and allows the CSP Agents to perform several actions on the account in line with the business rules defined in Loyalty Programme Manager. BLS is able to customise the design of the Loyalty Programme Agent Portal in accordance with your brand.
Loyalty Programme API is an XML over http API that CSPs are able to use to integrate multiple customer interaction channels into the Loyalty Programme such as the USSD menu browser, mobile apps, existing websites or e-portals, IVR, CRM etc. The API provides a central and standardised integration with the Loyalty Programme Engine for all channels, providing information and managing actions on the loyalty points balances and Loyalty Programme data.
Loyalty Programme Engine is the core of i-CLP, structured optimally to store loyalty points wallets and orchestrate all actions related to the scheme settings, business rules, and actions on loyalty points balances in accordance with the business rules defined in Loyalty Programme Manager.
Using several components from across the available modules, BLS is able to provide a technical platform specifically for promoting and fulfilling the purchase of bundles. Our interactive Provisioning Service Orchestration enables you to send offers via SMS, or when prepaid customers have engaged in a bundle purchase process, a trigger from your USSD Gateway will signal you to make a contextual and affordable stretch offer they can’t refuse.
Keep your high-value customers loyal and spending by loaning small amounts of airtime for those times when airtime runs out and they can’t get to a shop or vendor to recharge. An eligibility profile for different customers and different loan values can be set up and the whole process can be automated through an SMS interaction initiated by your customer. The loan will be automatically recouped, along with a service charge, upon the customer’s next recharge.
As part of your subscriber acquisition strategy, leverage your existing base’s contact list by rewarding both parties for a referral. This service can be made specific to postpaid or prepaid customers: upon activation, both parties can send each other’s MSISDNs to an SMS short-code within a limited time window. When InTelestageTM detects a match, it will reward each party and confirm the reward via SMS. Rewards values and types are parameterised and will be set in accordance with the tariff plan/contract value to ensure a profitable Value Added Service.
Speak to BLS specialists about how InTelestageTM modules can be used to support a social and digital-led approach to your Customer Experience, bringing the OTT-player monetisation strategies to your core services. Develop apps that stimulate participation through social media (Facebook, Twitter, Snapchat etc.) where your customers earn ‘milestone badges’ for usage, yenure and product uptake, and play games that stimulate information searches, video streaming and downloads over your LTE/4G network using airtime as currency.