Technology Selection Tools

Methodology

Customer Strategy Network use a tested methodology for loyalty and rewards platform evaluation and selection. The identification, evaluation, and scoring of suppliers offering comprehensive outsourcing of the services needed to operate a loyalty programme is based on the following Key Decision Factors:

  • Requirements
    • Gather and document full requirements to meet existing operational needs of the programme sponsor and anticipate additional requirements driven by strategy evolution.
  • Scan to Fit
  • Match requirements set against known capabilities of leading solutions providers based on historical benchmarking criteria
  • Filter candidates based on additional factors including PCI compliance, database standards, and preferred operational models (license, hosted, SaaS)
  • Capability
    • Ensure that candidate suppliers have capabilities to meet requirements
    • Distinguish between core expertise and any areas “to be developed”
    • Document and categorise characteristics which set each supplier apar
  • Execution
    • Evaluate the ability of each supplier to deliver on the capabilities promised
    • Confirm interest in supporting diverse markets and existence of infrastructure to provide expected levels of operational suppor
  • Reward Delivery Model
    • If required, prioritise candidates by reward and ancillary services offered
    • Evaluate benefits of alternative models for reward currency and programme liability management.
  • Pricing Model & Economics
    • Decipher and compare pricing models based on transactions, accounts, activity levels, subscription fees
    • Compare componenets of start-up and implementation costs
    • Forecast longer term cost of ownership for Client
    • Prepare quantitative evaluation of all points based on proposals receive

Process & Deliverables

The process for evaluation will include the following steps:

  • Gather and categorise the processing requirements for Client across its operating footprint
  • Anticipate additional needs based on the rewards strategy evolution to complement existing requirements
  • Compare the requirements set to the leading loyalty processing platforms and document a short list of available solutions that most closely map to the requirements set
  • Document gaps between requirements and market offerings for inclusion in RFP document
  • Recommend 3 or more providers meeting requirements based on evaluation criteria
  • Conduct product demonstrations with candidate providers, review product documentation and support and service level agreements
  • Complete scoring matrix to evaluate candidates and deliver a recommendation of the top 1-2 suppliers, more if needed
  • Prepare Request for Proposal document as needed to solicit provider proposals
  • Review responses, score and recommend preferred solution
  • Project Management assistance is available upon request to ensure implementation and configuration of selected provider solution is completed as agreed and to meet Client requirements.