TBF Star Club

Overview
OBJECTIVE : Build strong relationships with existing customers by offering them PRIVILIGED SERVICES thru Star Club member ship Drive business growth among members of loyalty program by UPSELLING & CROSS-SELLING QUALIFICATION CRITERIA : Purchase of any Levis product of value greater than or equal to 1 Million VND in a single purchase at a TBF store entitles the customer to instant membership Unique membership id will be issues to each member; for the same id will issue the Membership card

JOINING METHOD : Customers need to fill up the application form and will receive activation code by SMS , post which customer need to complete the registration Online

Program Structure
TBF Star Club is the 3 Tier Point based program (members earn points for each of their purchases) Points will be used as Tender (Currency) for Next shopping As per Net Sopping (After Discount amount) of Last 12 months members will be upgraded Or Downgraded ??.

3 tier: 1. Silver (1 to 4 mil Shopping in last 12 months ) 2. Gold (4 to 10 mil Shopping in last 12 months ) 3. Platinum (more than 10 mil Shopping in last 12 months )

Point Strategy
ACCUMULATION : Silver: 100,000 VND = 3,000 Points Gold: 100,000 VND = 5,000 Points Platinum: 100,000 VND = 7,000 Points

REDEMPTION : For All Tier : 1 Point = 1 VND

Rewards And Benefits

Benefits:
Receive member card in a welcome kit Gain points for each purchase based on their tier Use points to redeem gifts or cash on bill (1 point = 1 VND) Exclusive invites to EOSS & collection previews Fill up profile online: bonus 250,000 points Sign up by Facebook: bonus 50,000 points Invite friends: bonus points Silver 50,000 Shopping on Monday & Tuesday: bonus points Silver 25,000 Gold 50,000 Platinum 75,000 Birthday month: members get extra points as per tier Silver x 2, Gold x 3 and Platinum x 4 Book days: x 3 shopping points for advance booking days Silver 2 days, Gold 3 days and Platinum 5 days

Rewards And Benefits

1. 2. 3.

Privilege:
Early access to Levi's sale promotions, new collection launches, exclusive closed door events and party by Levis co-branding partners Instant alteration Entitled to exclusive members-only promotions to earn bonus points Exchanging the product with-in 3 months of purchase on account of quality issues Members will have an online TBF account through which they get information on Accumulated TBF Points Transaction History Redemption History For any queries, TBF members can contact the TBF helpdesk from Mon Fri 9 am 6 pm or Email: crm@thanbacgroup.com

Membership Validity And Renewal

Membership validation: 1. Silver: 1 year 2. Gold: 2 years 3. Platinum: 3 years A member who has made a purchase in the last 12 months is termed as active If a member shows no activity for 12 months, he will be classified as an inactive member and downgraded to a lower tier if the existing tier is Platinum/Gold. If an silver member shows no activity for further 3 months (a total of 15 months), he/she will lose program membership: and current account points will be truncate forever.

New Customer Registration Flow

New Customer Creation in ERP

Step 1 : Start new Bill & Click on Add Customer button to Create New Customer

New Customer Creation in ERP

Step 2 : Fill up the ERP customer form with correct data like Name , Address, Cell no, Email
1. Party Type = Select CRM Customer 3. Card Type = Select Levis CRM 2. Principle Store = Select Your Store 4. Card no/ Code = Enter Form Number

New Customer Creation in ERP

Step 3 : Save The Customer Data Step 4 : For Current Bill enter Form no / Card no in customer text box in ERP Step 5 : Complete the Billing process

Problem During New Customer Creation in ERP

Issue 1: Customer Cell number already in ERP Solution : Complete the billing by selecting old customer code Create separate report for such duplicate customers with Old number , New Number & current Bill no. Send Physical Form & Report to Head Office for Bill Modification (No Approval Required) Such Customer registration process will be completed in Head Office Issue 2: VIP Customer OR Exclusive Customer selection during billing Solution : Complete the billing by selecting VIP OR Exclusive customer code Create same report for such bills with current Bill no. & CRM card no which need to map with current bill Send Report to Head Office for Bill Modification (No Approval Required) Such Bill processing will be completed in Head Office.

Bill Processing in CRM Application : New Customer

Step 1 : Login to CRM Application http://www.tbfstarclub.com/login (use Firefox) User: stores e-mail Password: 1234 Step 2 : Click on Store Management ERP Tracking Step 3 : Enter CRM card number in C Code filed Step 4 : Click on Save Button

Bill Processing in CRM Application : New Customer

Step 5 : Click on Sign Up button to enter new customer details to fill

Bill Processing in CRM Application : New Customer

Step 6 : Use Form to enter required data & Click on Save Note : Enter Correct Cell Phone & Email , as customer will receive SMS & Email to validate Enter Correct Day of Birth & Referral Friends code for Bonus Points.

Bill Processing in CRM Application : New Customer

Step 7 : User will get below screen , Need to click on Accumulate Points for THIS BILL at bottom Note : Now User can see that this new customer got the Joining Bonus point 50,000 & as per shopping amount Level is Silver

Bill Processing in CRM Application : New Customer

Step 7 : User will get message This bill has been saved successfully to CRM (this ends the point accumulation process) Note : Now User can see that this new customer got the point as per shopping

Existing Customer Billing Flow

Point Redemption Flow

CRM Point Redemption Process

Step 1 : Login to CRM Application http://www.tbfstarclub.com/login (use Firefox) User: stores e-mail Password: 1234 Step 2 : Click on Store Management Redeem Points Step 3 : Enter CRM card number in C Code filed Step 4 : Click on Search Button

Step 5 : Click on Redemption Button

CRM Point Redemption Process

Step 6 : Enter requested points in points Text Box Step 7 : Click on Convert Button & Then OK button
Note : Inform customer about total point & conversion ratio , it 1 Point = 1 VND Customer should carry same cell number which has been given during registration (customer will receive password by SMS)

CRM Point Redemption Process

Step 8 : Request Customer to Provide password & enter the same in Red Text Box Step 9 : Click on Authenticate Button
Note : Password is case sensitive so enter properly

CRM Point Redemption Process

Step 10 : If password is correct the user will get Success Button like shown below OR in case of wrong password system will ask correct password Step 11 : Click on Print Button , to generate Point Receipt
Note : Print Receipt will be use at POS for billing process

CRM Point Redemption Process

Step 12 : Click on Print Button , for Point Receipt

ERP Point Redemption Process ( This is after CRM redemption process)

Step 1 : Scan the CRM card OR Enter the Card number in Customer text box Step 2 : Scan the Item & apply the promotions ( If any ) as normal billing process Step 3 : Enter Amount in CRM Points Tender Mode as per Point Receipt ( generated from CRM) Step 4 : Save the Bill , if any bill balance amount then that has to pay by other tender mode like Cash OR Card ( Gift Voucher not application during CRM Point redemption )

Thank You !!