Contests

Company Name: Deloitte

Company URL: https://www.linkedin.com/company/deloitte/mycompany/verification/

Your Name: Jyoti Yadav

Your Title: Senior Consultant

Describe your company, the customer experience and business challenge(s) you set out to solve with Adobe Experience Cloud products, and how long your company/organization has been using Adobe Experience Cloud products.

Our client is one of the world's largest international health and beauty retailer, with over 16,000 stores in 27 markets worldwide serving over 5.3 billion customers every year, and over 137 million loyalty programme members.

Problem:

1. Voucher redemption process at stores was slow during ‘Black Friday Period’. Client needs a solution which sends response in seconds and results in successful Black Friday sale.

2. Voucher status needs to be updated in real time to CRM system. At the moment, getting updated voucher status from store to CRM system is delayed by 24 hrs.

Solution:

1. We provided a solution to use Parallel DB, this will avoid wait time because of other activities/workflows operating on Adobe Campaign instance.

Before the communication between systems were:

Now, the communications between systems are based on below architecture:

2. Also, for voucher status we suggested to use API calls, send encrypted file with updated voucher status to CRM system, whenever data is updated in Adobe Campaign.

Design:

Adobe Campaign Offer Management module is used to generate unique offer codes (aka, voucher codes) for each eligible customer.

Client use case is explained in a simple flow chart. Adobe Campaign is in action at two points highlighted as 1 & 2 in the flowchart.

• Adobe Campaign gets the request, to look at customer card and display the list of valid vouchers as response.
• Customer has used voucher; Adobe Campaign receives request, to update voucher status and send the same details in real-time to CRM system.

Let’s understand the complete cycle step by step.

Step1: Customer uses store specific card for purchase.

Step2: Store system triggers a request to ‘Oracle Bus Service (OSB)’ with card details as input.

Step3: OSB sends the response to Adobe Campaign Database. This database is specifically designed to handle only store request, to send response in milliseconds.

1. API request is received at Adobe Campaign.
2. Request contains parameters related to “Card Details”.
3. JavaScript in Adobe Campaign looks for “vouchers associated with card”. It filters out invalid or used vouchers and sends “List of Available Vouchers” as response.

Example:

Step4: As a response, store person, now, can see list of vouchers associated with card and asks customer- “if they want to use any of the voucher for the purchase”.

Step5: Customer used one of the vouchers for purchase. It triggers number of request actions.

1. API request is sent to Adobe Campaign, with voucher number, card number & status as ‘Used’.
2. Voucher Status is updated in Adobe Campaign and sends response as ‘Successful’.
3. Another API request is triggered, to send updated voucher status to CRM system in real-time.
4. Encrypted file is created using JavaScript and sent via ‘OSB’ to CRM system.

Step6: CRM system receives voucher details and update their system.

Results:

1. All system has data in sync. Discrepancy in voucher status is resolved. This way we were able to save right voucher status in all the system.
2. We were able to respond faster during Black Friday sale and had profit above the set target for each region.