Overview: What are we talking about?
Gingr offers an integrated Loyalty Rewards program that you can use to reward customer loyalty on your customers' accounts in Gingr. This article will cover how Gingr's rewards program works, how to set it up, and how to use points.
This article includes:
How it works: Loyalty Rewards in Gingr
Each business handles and rewards customer loyalty in different ways, so our teams had to ensure that the solution we offer accommodates the greatest number of businesses in a universal way. Based on several months of research and discovery, we decided to offer a program that rewards pet-parent loyalty based on their dollar spend by giving them account credit in return for spending money at your business.
With this system, $1 (or one unit of your currency) will give the customer 1 point on their profile. These points will be automatically incurred based on the subtotal (pre-tax value) of each transaction attached to an owner's account, and can be redeemed for account credit once set tiers are reached. Reward Tiers will be customized for your business, and can be configured in a way that represent different values that are specific to your business.
For example, you could set up your tiers to represent:
$100 spent (100 points) = $10 in account credit, which carries the value of a free nail trim
$250 spent (200 points) = $25 in account credit, which carries the value of a free day of daycare
$500 spent (500 points) = $50 in account credit, which carries the value of a free night of boarding
Once a tier has been reached, staff users will be able to redeem points for the corresponding account credit, and then apply that credit in the cart at checkout towards transactions. Customers are able to see their point balances and history on their Customer Portal, but are not able to redeem points themselves. Points can also be manually added or deducted from customers by employee users with the appropriate permissions.
Now that we know how the program works, let's cover how to set it up!
Helpful Hints: Before you begin.
- This feature is disabled in your application initially, and no customers will earn points until tiers have been configured in your application
- The Loyalty Rewards Program is system-wide, meaning that all locations that share an app URL will need to use a standard tier system
Set it Up: Let's get started.
Setting up the Rewards Program is simple, however you'll want to ensure that you've thought through your Tier offerings prior to set up and that you've communicated your program's details to your staff and customers. Once you're set on your offerings, there are only three steps to get configured:
Step 1: Set Up Reward Tiers
To set up Reward Tiers, follow these steps:
- Navigate to Left-hand Navigation: Admin » Reward Points Tiers.
- Click + Add Reward Tier to create a new tier.
- Enter the Points and corresponding credit Value for the tier. Remember that $1 = 1 Point, so your Points will be how much money a customer needs to spend to reach this tier. The Value will be how much account credit that tier will get them. In this example below, the customer will need to spend $100 to receive $10 in account credit once they reach that tier.
- Save your changes and repeat for your remaining tiers.
Step 2: Configure User Permissions
All staff users are able to redeem loyalty points for account credit, but they will need permission to be able to manually adjust point balances on owner profiles. This action will be necessary to do things like:
- Migrate point balances from a previous loyalty program system
- Give extra points when running promotions
- Manually deduct points in special cases
To enable this permission, navigate to Left-hand Navigation: Reports and More Icon » Groups. On that page locate the Can Manage Reward Points permission for any user groups that you'd like to be able to perform these actions.
Step 3: Indicate if Points Expire
Lastly, you can indicate if rewards points expire, which will trigger the system to automatically deduct points from customers if they are not redeemed within a set time after they were earned.
To set point expiration, navigate to Left-hand Navigation: Admin » System-Wide Settings. On this page, find the setting for Number of days reward points expire in, and optionally enter a number of days after which points expire.
For example, if you'd like customers to redeem their points within a year, enter 365 days in this field.
How to: Use the rewards program.
Once your tiers and permissions have been configured, the Loyalty Rewards Program essentially runs in the background, and does not require any user action until an owner is ready to redeem points.
This section will cover:
- How to Earn Reward Points
- How to View Reward Point Balances and History on the Business Side of the app
- How to View Reward Point Balances and History on the Customer Portal
- How to Redeem Points
- How to Manually Add/Deduct Points
How to Earn Reward Points
Customers will incur points automatically on the subtotal value of all transactions for line items including reservations and additional services, point of sale items, open line items and packages. Transactions involving the owner's account (balance payments or misc credits) will not earn points to avoid over-earning points.
The only action that staff need to take to ensure that an owner earns points is to make sure that the owner is attached to the transaction in the cart! Easy.
If you'd like to require that an owner be selected when checking out a transaction, you can enable the Require owner for transactions setting from the Left-hand Navigation: Admin » System-Wide Settings page.
How to View Point Balances and History
As owners earn points, their point balance can be monitored from a few places on the business-side of the application as well as on the Customer Portal.
Viewing Rewards Points from the Owner Details Page
To view rewards points for a specific owner, use the Search tool on the Top Navigation bar to find their name:
Clicking on the Owners name will direct you to their Owner Details page, on which you'll see a section called Reward Points. This section will show you the owner's point history, as well as display their Current Point Balance.
Viewing Rewards Points from the Shopping Cart
You'll also be able to see an owner's point balance when they have been added to the cart for a reservation. Once their reservation is in the cart, you'll see a button in the upper right for View Rewards Points:
Clicking on this button will open a pop up window, allowing you to see their point balance and history:
Viewing Rewards Points from the Rewards Report
To see the rewards points for all customers at once, you can utilize the Rewards Report, which is accessible from Left-hand Navigation: Reports and More Icon » Reports » Rewards Report. This report can be generated for a point-value range, allowing you to see and communicate with owners that fit a certain point value.
For example, you can run this report for all owners that have enough points on their account to redeem one of your tier levels, and then send a marketing campaign to those owners to remind them of their points and invite them to visit to redeem their points towards a free service.
Viewing Rewards Points from the Customer Portal
Lastly, customers are able to view their point balances when logged into the Customer Portal. You can instruct your customers to view their point balance by following these steps:
- Visit your customer portal link and log in as an existing customer.
Note: If your Gingr url is https://happywags.gingrapp.com, your customer portal link is https://happywags.gingrapp.com/customer.
- Once logged in, navigate to Top Navigation: My Account » View » Rewards Points to view their Current Point Balance and point History.
Important: Customers are only able to View their point balance on their own—staff will need to redeem points for credit on their behalf.
How to Redeem Points
Once a customer has earned enough points to reach a tier, those points can be redeemed for the associated account credit. Points can be redeemed from two places:
The Owner Details Page
To redeem points from the owner's profile, use the Search tool on the Top Navigation bar to find their name:
Then, click on the Owners name to be directed to their Owner Details page. Here, visit the Reward Points section, and click the Redeem Points button to redeem their points for the tier they have reached.
In this case, we can see that this owner has 106 points on their profile, so we have enough points to reach the 100-point tier.
Once redeemed, the owners point balance will reflect the points that were redeemed, and their account will have been credited for the appropriate amount. In this case, we redeemed 100 of our 106 points, so our balance rests at 6 points. 100 points gives an account credit of $10, which we can see in the customers' transaction history and reflected in their account balance.
The Shopping Cart
Points are also able to be redeemed right from the cart as you're checking out an owner with enough points to reach a tier. With an owner in the cart, click the View Rewards Points button, then choose Redeem Points from the pop up to redeem points towards a Reward Tier.
You'll just need to refresh the cart to see the credit to apply towards the transaction.
How to Manually Add/Deduct Points
There are certain occasions where you might find the need to manually add or deduct points from an owners point balance. These can include:
- Migrating point balances from a previous loyalty program system
- Giving extra points when running promotions (E.g. Double Points days)
- Manually deducting points in special cases where an owner got a different reward or a refund was performed
In order to be able to manually add or deduct reward points on an owner's profile, the user must belong to a user group that has the Can Manage Reward Points permission enabled from Left-hand Navigation: Reports and More Icon » Groups.
Points can be manually adjusted from two places:
The Owner Details Page
To manually adjust points from the owner's profile, use the Search tool on the Top Navigation bar to find their name:
Then, click on the Owners name to be directed to their Owner Details page. Here, visit the Reward Points section, and click either the + Add Points or - Remove Points buttons to manually adjust the owner's point balance.
Indicate the # of Points to add to the account and enter a Description to describe why these points were added (you'll see this in the point history).
Alternatively, indicate the # of Points to remove from the account and enter a Description to describe why these points were removed.
The Shopping Cart
Points are also able to be manually adjusted from the cart as you're checking out an owner. With an owner in the cart, click the View Rewards Points button, then choose to either + Add Points or - Remove Points from the pop up window.
You'll just need to refresh the cart to see the point balance adjusted in the cart.