In partnership with CIBC, we were engaged to evaluate how to best introduce a loyalty application and a credit card technology into their entire customer deliver ecosystem, including: Integration with their SAP Enterprise resource planning (ERP)Integration inside more than 3000 restaurants with various technology platforms depending on size-of-restaurant and age-of-restaurant and location, including full integration into legacy and future point-of-sale environments.
Business process re-engineering to manage how payment transactions, loyalty rewards, credit card application revenues, credit card processing fees, and other costs could be settled and/or remitted through SAP, based on specific business rules which dictated the splits between corporate and individual restaurant owners.
Re-engineering the customer journey through support systems in SAP, in call centers, and through online and mobile applications to handle “cardholders” and “loyalty members” and not just restaurant guests.
Define a credit card acquisition process that could be integrated with existing information technology assets that was secure and met regional and federal privacy laws. Establish working groups between 3rd party card provider in Pittsburgh, and CIBC back office technical staff in Toronto; and to chair the oversight of how these groups worked together to establish cost-effective processes for delivering the solution.
The engagement included nearly 3 months of initial information gathering and business process analysis, followed by nearly 3 months of building consensus across the organization on how best to modify operational processes, individual team roles and responsibilities. With a mandate, the engagement extended beyond recommendation to an 18-month implementation phase that included project management and oversight of the creation and rollout of the program.
Today’s Tim Rewards program continues to operate using technologies we helped to define including a loyalty architecture that we helped to design.