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How
Mobile
Apps
Are
Transforming
CRM

                              June
2011

Mobile Apps – Transforming CRM
Mobile
Apps
–
Impac>ng
En>re
CRM
Lifecycle

Mobile
Apps
–
Impact
on
CRM
Flow

                 - Areas of Impact
                    - Offers & Coupons

                    - Loyalty Program Management

                    - In-store Footfalls

                    - In-store Product Availability

                    - Real Time Product Review /
                      Comparison

                    - Point of Purchase

                    - Customer Self-Service
Mobile Apps – Offers & Coupons
RuGers
Covenience
Store
App

                                              RuGer’s
is
a
Pennsylvania,
US‐based

                                             convenience
store
chain



                                              The
App
helped
users
to:

                                                Locate
closest
RuGer’s
stores
and
get

                                                 direc>ons
from
your
current
loca>on

                                                Get
real‐>me
gas
price
informa>on
for

                                                 RuGer’s
stores


                                                Get
instant
alerts
about
special

                                                 promo>ons
and
deals
available
at
RuGer’s

                                                 stores


                                                Redeem
paperless
mobile
coupons
sent

                                                 directly
to
their
smart
phones

                                                Leverage
loyalty
card
during
purchase
to

                                                 earn
discounts
on
gasoline



Source:
hGp://www.ruGers.com/?page_id=305

Cardagin

                                              Cardagin
helps
local
businesses
stay

                                             in
business
by
connec>ng
them
with

                                             their
most
loyal
customers

                                              Businesses
can
send
daily
coupons
to

                                             individual
customers,
using
informa>on

                                             that
each
user
has
applied
to
Cardagin

                                              Cardagin
helps
users
consolidate

                                             their
loyalty
cards,
accumulate
status,

                                             without
the
burden
of
carrying
stacks

                                             of
paper
and
plas>c
loyalty
cards

                                              Check
for
any
coupons
that
may
be

                                             available
for
that
business
and
choose

                                             the
most
appealing
offer
to
redeem

                                              Record
loyalty
points
to
earn

                                             rewards,
and
redeem
rewards
earned

                                             from
prior
visits

Source:hGp://itunes.apple.com/us/app/
cardagin/id381051635?mt=8#

CardStar

                                             Empowers
merchants
to
push
the

                                            right
offers
to
the
right
customers
in

                                            real
>me
via
geo‐targe>ng

                                             Provides
simple
tools
for
merchants

                                            to
load
offers,
coupons
and
incen>ves

                                            into
the
applica>on

                                             Enables
customers
to
promote

                                            incen>ve
programs
and
communicate

                                            important
informa>on
like
product

                                            recalls
to
customers

                                             Provides
a
deep
level
of
customer

                                            analy>cs,
enabling
merchants
to
tailor

                                            marke>ng
messages
and
promo>ons
to

                                            mobile
customers

                                             Helps
share
customized
merchant

                                            informa>on
to
customers
like
contact

Source:
hGp://www.mycardstar.com/
          informa>on,
store
locators
and
mobile

                                            coupons

Mobile Apps – Loyalty Program Management
Placepop

                                          Place
Pop
is
a
loca>on‐based
service

                                         for
businesses
to
create
a
loyalty

                                         program
to
reward
repeat
customers

                                          Businesses
can
create
a
mobile

                                         loyalty
card
without
needing
to
build

                                         new
technology

                                          
Businesses
can
customize
their
card

                                         with
logo,
images,
custom
gree>ngs

                                         and
define
card
>ers
(i.e.
bronze,
silver,

                                         gold,
etc)

                                          The
app
uses
a
device’s
GPS
system

                                         to
iden>fy
Place
Pop
par>cipants
in
the

                                         surrounding
area
and
user
wish‐lists

                                          Businesses
also
get
access
to

user

                                         demographic
through
ac>vity
feeds,

                                         content
shared;
analy>cs
on
other

                                         loca>ons
visited,
facebook

Source:
hGp://www.placepop.com/
         demographics,
etc

Mobile Apps – Increase In-store Footfalls
Placecast
ShopAlerts

                                                      ShopAlerts
uses
geo‐fencing

                                                     technology
to
create
a
pre‐defined,

                                                     virtual
space
around
a
par>cular

                                                     loca>on

                                                      It
is
not
>ed
to
any
one
app,

                                                     opera>ng
plaborm,
carrier,
or
device

                                                      Supports
delivery
of
text
/
rich
media

                                                     message
tailored
dynamically
based
on

                                                     place,
day,
>me,
and
CRM
or
customer

                                                     loyalty/
past
purchases


                                                      Customers
can
opt‐in
to
receive

                                                     ShopAlerts
messages
and
customize

                                                     messaging
frequency
and
content

                                                     preferences

                                                      Provision
for
loca>on
based

                                                     qualita>ve
and
quan>ta>ve
reports
to

                                                     support
measure
effec>veness
of

Source:
hGp://placecast.net/shopalerts/index.html
   marke>ng
strategy


Mobile Apps – In-store Product Availability
JiWire
Compass

                                             Locates
nearest
loca>on
of
retailer

                                            where
product
is
available
and

                                            concierge
service
to
reserve
product


                                             Provides
detailed
informa>on


                                            product
specs
(i.e.
product
catalogs)

                                            and
availability

                                             Provides
exact
loca>on
to
users
on

                                            map
generated
in
real
>me
with

                                            walking
&
driving
direc>ons
based
on

                                            traffic
flow

                                             Products
from
over
200,000
retailers

                                            and
product
manufacturers.
Offers

                                            more
than
3
million
unique
products

                                            across
the
U.S

Source:
hGp://www.jiwire.com/compass

Mobile Apps –Product Review / Comparison
Google
Shopper

                                                 Allows
users
to
search
for
products

                                                through
image
capture
(
for
books,
cd,

                                                dvds,
games,
etc)
or
voice
(
saying
the

                                                name
of
the
product)
and
also
supports

                                                scanning
barcode
of
almost
any

                                                product


                                                 It
leverages
Google
product
search
to

                                                help
users
can
find
prices,
reviews,

                                                specs,
and
more

                                                 Users
can
find
the
best
prices
online

                                                and
buy
the
product
from
their
favorite

                                                web‐site


                                                 App
allows
users
to
find
nearby

                                                stores,
then
call
them,
get
direc>ons,

Source:
hGp://www.google.com/mobile/shopper/
   and
more

                                                 App
provides
users
with
cura>on

                                                features
to
bookmark
favorites
and

                                                share
par>cular
product
details

                                                through
Facebook,
TwiGer,
etc

Mobile Apps – Point Of Purchase
Starbucks
Mobile
Card

                                                      The
Starbucks
mobile
payments

                                                     offering
is
a
“touch
to
pay”
system,

                                                     where
app’s
barcode
communicates

                                                     with
the
in‐store
scanner
at
the
register

                                                     to
make
the
payment
(even
without
a

                                                     physical
card)

                                                      Users
can
manage
their
funds,
check

                                                     card
balance,
add
addi>onal
funds,

                                                     review
your
purchase
history
via
the

                                                     card
app

                                                      Registered
cards
are
en>tled
to

                                                     addi>onal
benefits
through
discounts,

                                                     rewards
and
special
perks
like

a
free

                                                     drink
on
your
birthday
or
free
wifi

                                                     access
using
your
laptop
at
any

                                                     Starbucks

Source:
hGp://www.starbucks.com/coffeehouse/mobile‐
apps/starbucks‐card‐mobile
                           Supports
various
methods
to
refill

                                                     card
(
Visa,
MasterCard,
etc)
and

                                                     securely
encrypts
and
transmits
user

                                                     credit
card
informa>on
using
256‐bit

                                                     SSL
encryp>on

Mobile Apps – Customer Self Service
Fly
Delta
App

                                                    Users
can
leverage
self
service
to

                                                   make
flying
with
Delta
airlines
more

                                                   convenient
and
rewarding

                                                    Users
can
check
in
for
upcoming

                                                   flights,
download
mobile
boarding

                                                   passes,
select
seats,
and
rebook

                                                   canceled
or
misconnected
flights

                                                    Supports
checking
flight
status,

                                                   terminal
informa>on,
upcoming
flight

                                                   schedules,
airport
informa>on,

                                                   weather,
etc

                                                    Provides
features
to
manage
sky

                                                   miles
balance,
and
convenience

                                                   features
for
frequent
travelers
like

Source:
hGp://www.delta.com/traveling_checkin/     "note
your
parking
spot”

travel_>ps/mobile/iphone/index.jsp

About Kuliza
About
Kuliza




Kuliza
 is
 a
 social
 technology
 firm
 focused
 in

helping
 companies
 leverage
 social
 so4ware,

community
 pla8orms,
 mobile
 and
 cloud

compu;ng
 for
 improving
 business
 performance,

communica>on
and
customer
engagement.


Our
offerings





   ZaSocial                            ZaMobile                             ZaCloud
Kuliza
offers
solu>ons
for
         Kuliza
offers
solu>on
to
design,
    Kuliza
offers
cloud
services
to

designing
and
building
social
     build
and
distribute
mobile
apps
   ensure
a
hassle
free
infrastructure

soqware
and
community
             for
iOS,
Android
and
Blackberry.
   to
sustain
your
changing
needs.

plaborms.

Our
focus
areas
are:
   Our
focus
areas
are:
               Our
focus
areas
are:

 Online
communi>es

 
                                  Mobile
CRM

                                    
                                   Cloud
consul>ng

                                                                        

  acebook
Apps

 F                                   obile
loyalty
programs

                                    M                                    loud
h
migra>on
and

                                                                        C
  ocial
Commerce

 S                                   obile
Transi>on

                                    M                                  management

  ocial
CRM

 S
Our
Capabili>es


        Plan                            Build                      Manage

      Strategy
          Design
                Engineering
       Infrastructure

                       Interaction        Drupal, Joomla,       eb app hosting
                                                                 W
  ocial Strategy
 S
                      design              Wordpress
Roadmap
                                                                 Mobile / FB app
                       Visual Design      Magento, Uberkart   hosting
  ocial Software
 S
Design
                        esign Research  Java, php, Ruby,
                       D                                         Drupal, Joomla
                                                                Wordpress hosting
  enior management
 S                                         iOS, Andriod,
                        esign
                       D
workshops
                      Prototyping         Blackberry             Magento Hosting
                      (html, css, js)     development

                                           ntegration with
                                           I
                                          Facebook, LinkedIn
                                          and Twitter APIs
Partners

        Community

DigiWhirl:
network
of
experienced
community

managers


           UXD

Apparatus
Media:
Leading
bou>que
UXD
and

brand
design
firm



        Technology

Beevolve:
Listening
plaborm
partners
for
customer

engagement
command
centre

Oblong:
pioneers
in
gesture
compu>ng
with
tools

to
transform
methods
of
engagement

MobStac:
mobile
enterprise
ready
publishing

plaborm
that
help
companies
deliver
a
delighbul

mobile
experience
to
their
customers



Achievements


Ranked all India 10 and Asia Pacific 89 among
the fastest growing technology companies by
Delloitte



Ranked all India 3 and Asia Pacific 23 among
the fastest growing technology companies by
Deloitte



Recognized among the top 10 emerging Indian
companies across all sectors for the year 2010
by NASSCOM
Ask
us
how
mobile
apps
can
transform
your
CRM


                        Kuliza.com
|
sales@kuliza.com
|
@kuliza




                                  kaushal.sarda@kuliza.com
                                  @ksarda




                                                            27


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How mobile apps are transforming CRM

  • 2. Mobile Apps – Transforming CRM
  • 4. Mobile
Apps
–
Impact
on
CRM
Flow
 - Areas of Impact - Offers & Coupons - Loyalty Program Management - In-store Footfalls - In-store Product Availability - Real Time Product Review / Comparison - Point of Purchase - Customer Self-Service
  • 5. Mobile Apps – Offers & Coupons
  • 6. RuGers
Covenience
Store
App
  RuGer’s
is
a
Pennsylvania,
US‐based
 convenience
store
chain

  The
App
helped
users
to:
  Locate
closest
RuGer’s
stores
and
get
 direc>ons
from
your
current
loca>on
  Get
real‐>me
gas
price
informa>on
for
 RuGer’s
stores
  Get
instant
alerts
about
special
 promo>ons
and
deals
available
at
RuGer’s
 stores
  Redeem
paperless
mobile
coupons
sent
 directly
to
their
smart
phones
  Leverage
loyalty
card
during
purchase
to
 earn
discounts
on
gasoline


 Source:
hGp://www.ruGers.com/?page_id=305

  • 7. Cardagin
  Cardagin
helps
local
businesses
stay
 in
business
by
connec>ng
them
with
 their
most
loyal
customers
  Businesses
can
send
daily
coupons
to
 individual
customers,
using
informa>on
 that
each
user
has
applied
to
Cardagin
  Cardagin
helps
users
consolidate
 their
loyalty
cards,
accumulate
status,
 without
the
burden
of
carrying
stacks
 of
paper
and
plas>c
loyalty
cards
  Check
for
any
coupons
that
may
be
 available
for
that
business
and
choose
 the
most
appealing
offer
to
redeem
  Record
loyalty
points
to
earn
 rewards,
and
redeem
rewards
earned
 from
prior
visits
 Source:hGp://itunes.apple.com/us/app/ cardagin/id381051635?mt=8#

  • 8. CardStar
  Empowers
merchants
to
push
the
 right
offers
to
the
right
customers
in
 real
>me
via
geo‐targe>ng
  Provides
simple
tools
for
merchants
 to
load
offers,
coupons
and
incen>ves
 into
the
applica>on
  Enables
customers
to
promote
 incen>ve
programs
and
communicate
 important
informa>on
like
product
 recalls
to
customers
  Provides
a
deep
level
of
customer
 analy>cs,
enabling
merchants
to
tailor
 marke>ng
messages
and
promo>ons
to
 mobile
customers
  Helps
share
customized
merchant
 informa>on
to
customers
like
contact
 Source:
hGp://www.mycardstar.com/
 informa>on,
store
locators
and
mobile
 coupons

  • 9. Mobile Apps – Loyalty Program Management
  • 10. Placepop
  Place
Pop
is
a
loca>on‐based
service
 for
businesses
to
create
a
loyalty
 program
to
reward
repeat
customers
  Businesses
can
create
a
mobile
 loyalty
card
without
needing
to
build
 new
technology
  
Businesses
can
customize
their
card
 with
logo,
images,
custom
gree>ngs
 and
define
card
>ers
(i.e.
bronze,
silver,
 gold,
etc)
  The
app
uses
a
device’s
GPS
system
 to
iden>fy
Place
Pop
par>cipants
in
the
 surrounding
area
and
user
wish‐lists
  Businesses
also
get
access
to

user
 demographic
through
ac>vity
feeds,
 content
shared;
analy>cs
on
other
 loca>ons
visited,
facebook
 Source:
hGp://www.placepop.com/
 demographics,
etc

  • 11. Mobile Apps – Increase In-store Footfalls
  • 12. Placecast
ShopAlerts
  ShopAlerts
uses
geo‐fencing
 technology
to
create
a
pre‐defined,
 virtual
space
around
a
par>cular
 loca>on
  It
is
not
>ed
to
any
one
app,
 opera>ng
plaborm,
carrier,
or
device
  Supports
delivery
of
text
/
rich
media
 message
tailored
dynamically
based
on
 place,
day,
>me,
and
CRM
or
customer
 loyalty/
past
purchases

  Customers
can
opt‐in
to
receive
 ShopAlerts
messages
and
customize
 messaging
frequency
and
content
 preferences
  Provision
for
loca>on
based
 qualita>ve
and
quan>ta>ve
reports
to
 support
measure
effec>veness
of
 Source:
hGp://placecast.net/shopalerts/index.html
 marke>ng
strategy


  • 13. Mobile Apps – In-store Product Availability
  • 14. JiWire
Compass
  Locates
nearest
loca>on
of
retailer
 where
product
is
available
and
 concierge
service
to
reserve
product

  Provides
detailed
informa>on

 product
specs
(i.e.
product
catalogs)
 and
availability
  Provides
exact
loca>on
to
users
on
 map
generated
in
real
>me
with
 walking
&
driving
direc>ons
based
on
 traffic
flow
  Products
from
over
200,000
retailers
 and
product
manufacturers.
Offers
 more
than
3
million
unique
products
 across
the
U.S
 Source:
hGp://www.jiwire.com/compass

  • 15. Mobile Apps –Product Review / Comparison
  • 16. Google
Shopper
  Allows
users
to
search
for
products
 through
image
capture
(
for
books,
cd,
 dvds,
games,
etc)
or
voice
(
saying
the
 name
of
the
product)
and
also
supports
 scanning
barcode
of
almost
any
 product

  It
leverages
Google
product
search
to
 help
users
can
find
prices,
reviews,
 specs,
and
more
  Users
can
find
the
best
prices
online
 and
buy
the
product
from
their
favorite
 web‐site

  App
allows
users
to
find
nearby
 stores,
then
call
them,
get
direc>ons,
 Source:
hGp://www.google.com/mobile/shopper/
 and
more
  App
provides
users
with
cura>on
 features
to
bookmark
favorites
and
 share
par>cular
product
details
 through
Facebook,
TwiGer,
etc

  • 17. Mobile Apps – Point Of Purchase
  • 18. Starbucks
Mobile
Card
  The
Starbucks
mobile
payments
 offering
is
a
“touch
to
pay”
system,
 where
app’s
barcode
communicates
 with
the
in‐store
scanner
at
the
register
 to
make
the
payment
(even
without
a
 physical
card)
  Users
can
manage
their
funds,
check
 card
balance,
add
addi>onal
funds,
 review
your
purchase
history
via
the
 card
app
  Registered
cards
are
en>tled
to
 addi>onal
benefits
through
discounts,
 rewards
and
special
perks
like

a
free
 drink
on
your
birthday
or
free
wifi
 access
using
your
laptop
at
any
 Starbucks
 Source:
hGp://www.starbucks.com/coffeehouse/mobile‐ apps/starbucks‐card‐mobile
  Supports
various
methods
to
refill
 card
(
Visa,
MasterCard,
etc)
and
 securely
encrypts
and
transmits
user
 credit
card
informa>on
using
256‐bit
 SSL
encryp>on

  • 19. Mobile Apps – Customer Self Service
  • 20. Fly
Delta
App
  Users
can
leverage
self
service
to
 make
flying
with
Delta
airlines
more
 convenient
and
rewarding
  Users
can
check
in
for
upcoming
 flights,
download
mobile
boarding
 passes,
select
seats,
and
rebook
 canceled
or
misconnected
flights
  Supports
checking
flight
status,
 terminal
informa>on,
upcoming
flight
 schedules,
airport
informa>on,
 weather,
etc
  Provides
features
to
manage
sky
 miles
balance,
and
convenience
 features
for
frequent
travelers
like
 Source:
hGp://www.delta.com/traveling_checkin/ "note
your
parking
spot”
 travel_>ps/mobile/iphone/index.jsp

  • 22. About
Kuliza
 Kuliza
 is
 a
 social
 technology
 firm
 focused
 in
 helping
 companies
 leverage
 social
 so4ware,
 community
 pla8orms,
 mobile
 and
 cloud
 compu;ng
 for
 improving
 business
 performance,
 communica>on
and
customer
engagement.


  • 23. Our
offerings
 ZaSocial ZaMobile ZaCloud Kuliza
offers
solu>ons
for
 Kuliza
offers
solu>on
to
design,
 Kuliza
offers
cloud
services
to
 designing
and
building
social
 build
and
distribute
mobile
apps
 ensure
a
hassle
free
infrastructure
 soqware
and
community
 for
iOS,
Android
and
Blackberry.
 to
sustain
your
changing
needs.
 plaborms.

Our
focus
areas
are:
 Our
focus
areas
are:
 Our
focus
areas
are:
  Online
communi>es
 
  Mobile
CRM
 
  Cloud
consul>ng
 
   acebook
Apps
 F   obile
loyalty
programs
 M   loud
h
migra>on
and
 C   ocial
Commerce
 S   obile
Transi>on
 M management
   ocial
CRM
 S
  • 24. Our
Capabili>es
 Plan Build Manage Strategy
 Design
 Engineering
 Infrastructure
  Interaction  Drupal, Joomla,   eb app hosting W   ocial Strategy S design Wordpress Roadmap  Mobile / FB app  Visual Design  Magento, Uberkart hosting   ocial Software S Design   esign Research  Java, php, Ruby, D  Drupal, Joomla Wordpress hosting   enior management S  iOS, Andriod,   esign D workshops Prototyping Blackberry  Magento Hosting (html, css, js) development  ntegration with I Facebook, LinkedIn and Twitter APIs
  • 25. Partners
 Community
 DigiWhirl:
network
of
experienced
community
 managers
 UXD
 Apparatus
Media:
Leading
bou>que
UXD
and
 brand
design
firm
 Technology
 Beevolve:
Listening
plaborm
partners
for
customer
 engagement
command
centre
 Oblong:
pioneers
in
gesture
compu>ng
with
tools
 to
transform
methods
of
engagement
 MobStac:
mobile
enterprise
ready
publishing
 plaborm
that
help
companies
deliver
a
delighbul
 mobile
experience
to
their
customers



  • 26. Achievements
 Ranked all India 10 and Asia Pacific 89 among the fastest growing technology companies by Delloitte Ranked all India 3 and Asia Pacific 23 among the fastest growing technology companies by Deloitte Recognized among the top 10 emerging Indian companies across all sectors for the year 2010 by NASSCOM
  • 27. Ask
us
how
mobile
apps
can
transform
your
CRM

 Kuliza.com
|
sales@kuliza.com
|
@kuliza

 kaushal.sarda@kuliza.com @ksarda 27