Create and maintain loyalty rules and conditions to determine which customer actions warrant reward points and deductions. Advanced membership handling Support card handling and organizational, temporary, and instant memberships to boost program acquisition.

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. Product Master 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). Customizing Steps 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.

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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.