2. Pine Labs Credentials
Our History Our Partial Clients
• 2004: Launched largest closed-user group loyalty • Blue Chip Retailers
solutions in India for Retail Petroleum industry – Future Group, Shoppers Stop, Vishal Megamart,
– Petro Card solution for BPCL: more than 1.5M smart Subhiksha, LG, Ritu Wears, Orix, Asian Paints,
card holders, 4M transactions per month Globus, mChek
– Fleet card program for IOCL: 1.5M card holders, over
2.5M transactions per month • Banks
– ICICI Bank, Citibank, Axis Bank, HDFC, HSBC,
• 2005: Introduced first PC-based card authorization American Express
application
– Used by leading Indian Retail chains and Banks
• Petroleum Companies
– EMV compliant and Visa certified
– Bharat Petroleum, Indian Oil Corporation
• 2006: Entered into organized retail sector with real-time
Loyalty Solutions
– Strategic Alliance with largest international loyalty
solution provider, LMG
– Expert in turn-key ASP solutions for Indian Retail
segment
• 2007: Built bill payment network with Tata Teleservices
– Bill payment & ticketing payment network, launched at
over 1000 Indian retailers
• 2008: Launched stored value card program in India
– Managing prepaid card program for Future Group,
India’s largest retailer - including online and 3rd party
distribution
3. Current POS functionality is limited by
conventional EDC solution
POS Transaction Flow
Payment Back-end
Payment Types Connectivity
Instruments Management
• Limited to retail • Only credit & • Expensive dial- • Manual cr/dr
purchases debit cards up connection reconciliation at PoS
• Limited • Offline loyalty and Gift
functionality on Voucher programs
EDC
• Add mobile top • Accept Prepaid • Consolidate • Automate &
ups, bill payment, and Gift cards, applications on centralize
ticketing, etc. mobile prepaid POS PC and • Enable real-time
accounts integrate with Biller rewards program
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4. Product Portfolio
• Plutus Desktop & Server * Queue Busters
Payment
• Plutus – Standing Instruction
Loyalty • Nova Customer Loyalty Program
• Campaign Management
Value Added • Bill Payment * Railway Ticket (IRCTC)
Services • Mobile Top-up * Flight Booking
• Close User Group Gift Card solution
Gift Card
Petroleum • Petrol Pump Automation
Automation
6. Program Evolution
The Loyalty Program evolution has 4 stages
Points Points Program
Program
Earning Burning Experiencing
Introduction
Stage Stage Stage
The program design and implementation plan is proposed based
on the stages of evolution. Pine Labs will deliver the end-to-end
solution to make the program the most successful loyalty
program in India
7. Program Stages (1 of 2)
+ Welcome kit
along with the
CARD
Loyalty Card.
Points for
+ current purchase
Fills Enrollment are credited to
Customer visit store; Form; Assigned customer
purchase; Loyalty Number -can POINTS
be his mobile #
M&S Loyalty
M&S Points are points
Customer visit M&S credited to statement
or affiliate for next customers for updated with
purchase. Swipes. Mcdonald transaction;
purchases
Loyalty card mailed to
LG members on
periodical
Customer visit outlet
basis
or affiliate with
Big Bazaar
Promotional offer
POINTS Points
from M&S or Statemen
Affiliate Yatro.com t
8. Program Stage (2 of 2)
Redemption at
M&S the time of Create strong
Purchase propositions for
Customer
desire for customer to
redemption redeem for
Gift voucher of M&S products;
Affiliate Partner Metric for
Big Bazaar OR measure of
Convert points success of the
POINTS into Partner program
program Points
Rewards - Tier 1 to build Rewards - Tier 2 to enhance
loyalty across all members behavioral loyalty on select few
Tangible ; Drive Drive
Tangible ; Intangible;
Intangible Tactical
Experiential Benefits
Strategic
Benefits Goal Goal
Birthday or Gifts Exclusive Free
Points as Bundled
Anniversary (Voucher / Previews of Membership
Payment Offers
offers memento) new range Offers
9. FLEXIBLE LOYALTY RULES
Gift
Reward based
Time Linked Discount Coupons
on RFM
Rules Offers
scores
Examples
• Spend Rs. 5000 in October and win
• Win 100 points on every visit
• Happy hours
• Inaugural offers
• Special schemes during festival duration
• Sweepstake and surprise gifts
• Every tenth customer gets a free gift!
10. Nova – at a glance
Membership & Tier Business Intelligence & Loyalty/Prepaid/Gift
Management Reporting Transaction Management
Card & Mobile account Promotional Messaging &
Management Coupons
Program Management Rewards/Redemption
(Loyalty, Prepaid, Gift) Management
Redemption Catalogue
Merchant Management Management
EDC POS Terminal Redemption Fulfillment &
Management Tracking
User Roles & Access
Campaign Management
Management
Contact Centre
Customer Web Portal
Management
Inventory Management Web User Interface
Audit Trails Third Party Integration Multi Channel Outbound
Communication
11. Pine Labs offers full-service solution
that supports highest quality standards
• Card production and encoding
Full-service • Coordination with agency on art work and promotions
solution • Distribution and inventory management
• Installation and maintenance of POS application
• Third-party distribution through reputable retailers
• Easy activation and redemption via card or mobile phone
Seamless • Single swipe redemption - plus split transactions and multi-
customer card redemption
experience • Personalized message on plastic
• Customer helpline and online account status check
• Online, real-time card and transaction data management
Robust • Easily integrated into existing checkout process
technology • Highly scalable and configurable processing host
• Centralized card management
13. Pine Labs Credentials
• Preferred PoS solution for Indian Blue Chip banks and retail chains
Plutus is being used by leading Indian Retail chains and Banks, including Shoppers Stop, Future Group, Reliance
Retail, Vishal Mega Mart, ICICI Bank, HDFC Bank, Axis Bank, Citibank Amex, and HSBC etc.
• Expert in turn-key ASP loyalty solutions for Retail segment
Pine Labs is managing the loyalty program for a number of customers, including IOCL, Asian Paints, Ritu Wears,
ORIX etc., wherein we provide program operations and management services on an ASP model.
• Provider of largest Prepaid Card solutions in India (Petro Card for Bharat Petroleum (BPCL))
Designed & developed complete Petro Card solution for BPCL. Handling more than 1.5M smart card holders, over 4M
transactions per month, with over US$600M revenue handled per year.
Pine Labs manages the full solution and provides 24X7 application support and systems operations.
• Fleet Card for Indian Oil Corporation (IOCL)
Fleet card program for IOCL which has ~1.5M registered magnetic strip card holders
Over 2.5M transactions per month, handling US$1.8B revenue per year. Running in over 5,000 retail outlets.
24x7 program management by Pine Labs - Server and Database hosting, POS terminal deployment and field support,
complete card lifecycle management processes like customer enrolment and card issuance, welcome kit preparation
and dispatch, card hot listing, card replacement etc.
• Strategic Alliance with largest international loyalty solution provider
Pine Labs is developing loyalty solution for Loyalty Management Group which owns and operates Nectar - the UK's
largest customer reward program with more than 50% of all UK households participating.
• Advantages of local market knowledge
Pine Labs has deployed and is maintaining over 16,000 PoS in market - 20,000 by the end of the year.
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