Overview An Introduction to the Nestlé Customer Interaction Services

Overview

An Introduction to the Nestlé Customer Interaction Services

Version 16.0

Overview

The Nestlé Customer Interaction Services (NCIS) is a set of Web Services that enable Nestlé web development partners to tightly integrate data based online forms with the Nestlé Corporate database.

This ensures that the Nestlé Corporate database is the central repositary for all Nestlé Customers and Nestlé Customer Security Accounts. The NCIS will also provide editing rules to help ensure the integrity of the Nestlé Corporate Database.

This includes functionality and processes with respect to the current Nestlé Business Practices within Simplicity CRM, such as collecting Campaign Activity, Dedupe Rules and writing away competition and survey answers.

Please note that NCIS is currently only available for theNestlé Corporate database. There is no

Index

Overview ... 1

Index ... 2

Is NCIS suitable for your project? ... 3

NCIS Deployment Process ... 6

NCIS Process Flow ... 8

Introduction to the Nestlé Customer Interaction Services ... 9

Overview ... 10

The Basics ... 10

Nestlé Schema ... 11

NCIS Functionality/Additional Information ... 12

Data Collection – using NCIS Competition Forms ... 13

Security Account Functionality – using NCIS Authentication ... 15

Triggered/On Submit Communications – using NCIS Competition Forms ... 16

Uploading Images – using NCIS Competition Forms ... 17

Campaign Activity – using NCIS Authentication and Competition Forms ... 18

Campaign Specific Data – using NCIS Competition Forms ... 19

Deduplication Rules ... 22

Programme Membership ... 22

Distribution Groups ... 23

Programme Membership Opt Out……….. 24

Keycodes……….……….. 25

Data Cleansing: Name Integration + RightAddress ... 246

Sample Code ... 277

Is NCIS suitable for your project?

NCIS is a set of technical development tools (web services) that enable suitably skilled developers to autonomously create online forms and micro sites that interact in a seamless manner with Nestle’s customer database.

There are a number of questions that you need to consider before chosing to use NCIS. As with any development technology, programmers must be practiced and skilled in the technology and application of that technology. Any development technology takes a developer

time and practice to become proficientwith it.

For your first NCIS project a developer must allow sufficient time to learn from the supplied examples (PHP or .NET using SOAP) to ensure that the project is delivered, tested, and live on time to Nestle.

Simplicity provide no training or technical support other thanwhat’s provided by the online

documentation at www.simplicitycrm.com/ncis. Any technical support that is required must be

facilitated by you independent of Simplicity.

Hence the questions that must be considered before chosing NCIS are as follows:

1. Have you clearly thought through the complete competition process from end to end

ensuring that all data required for reporting, competition draws and later auditing is collected at source by NCIS?

2. Have you read and understood all the documentation provided?

3. Do you fully understand the opt in and other legal requirements of Nestle as they apply to

your promotion?

4. If this is your first NCIS job (or your second for that matter) have you allowed sufficient

time

a. To read and understand all the documentation provided;

b. For your staff to learn NCIS implementation;

c. To develop your application;

d. To thoroughly test the data integration;

e. For any unforeseen issues;

f. For the Nestle NCIS signoff and promotion processes prior to go live?

5. Do you understand what functionality is provided and configured at a standard rate of

$3000 for the “basic” service and may include additional form functionality costs depending on requirements?

6. Do you have web programmers that are skilled in SOAP/WSDL web service consumption

and are comfortable using NCIS based only on the online documentation provided? We strongly advise you to ensure your team have reviewed the documentation and the sample code before you answer this question.

7. Do your project data requirements fit within the framework of NCIS web services in that all

If you answer YES to ALL the above then NCIS may be for you. Otherwise we suggest choosing an alternative solution.

This can be from the options below with all costs covered by yourself and not Nestle as part of your project.

Alternative options.

1. Contract a third party development company to build the application for you.

a. Our suggestions are:

i. Simplicity CRM for .NET specialist skills

ii. Kingston for PHP specialised skills

iii. BlueArc for PHP specialised skills

2. If your project, survey, competition or promotion is of a relatively basic nature (standard

Nestle fields, barcode or unique code validation, CAPTCHA and a number of questions plus standard opt in) then Simplicity CRM generated online forms will provide a low cost ( typically $3k -$12k) and short lead time (usually 2-7 days excluding GLOBE scan time). This process was used for most forms before NCIS.

3.

If the webservice requirements being proposed are expected to generate high point loads and

require additional load bearing functionality such as:

i.

Dedupe rules

ii.

Image Upload

iii.

Entry Submission

iv.

CAPTCHA

Then please contact

[email protected]

to confirm expected number of

submissions to the webservice expected. Additional server resources may be required.

4.

If your requirements fall outside of the standard NCIS setup Simplicity CRM can provide a

custom webservice which caters specifically for the jobs requirement. This service will be

costed separately.

NCIS Deployment Process

1. The Agency briefs Simplicity

a. Every NCIS Process + Promotion is managed by the Agency, and not by Simplicity.

Simplicity is concerned only with the Data Collection, which is done via NCIS;

b. The Agency will submit a request for an NCIS project ONLINE (available from the

NCIS Portal: www.simplicitycrm.com/NCIS). This defines what is to be quoted for a

NCIS setup.

c. A confirmation email will be sent which summarises the job request and outlines the

setup costs.

d. If any additional briefs (for example, an email or SMS brief) are required, then

these should be supplied separately.

e. Simplicity provides quotation for:

i. Standard NCIS implementations as defined by the NCIS project request

form.

ii. Service addons such as (but not limited to):

1. CAPTCHA mechanism

2. competition draw or

3. deployment web portals,

4. media such as emails and sms’s or

5. loading of bar code or pack code lookup data specific to your

promotion or competition.

2. Simplicity sets up NCIS

a. Using the supplied brief, Simplicity will set up a NCIS instance unique to this Agency

and promotion.

b. This includes setting up the individual Web Service, the Campaign, Campaign

Segments, Online Forms, Surveys and any Triggered Communications.

c. Simplicity will supply the Agency with the TEST NCIS URL and PRODUCTION NCIS

URL for their unique NCIS Service, and TEST Authentication Credentials ready for use.

d. It is up to the Agency’s Developer to implement the NCIS Services within their

application. Documentation + Sample Code are available from the NCIS Portal if required. NO other support services are provided to the Agency under the NCIS support agreement with Simplicity.

4. Simplicity checks test Data (UAT)

a. Once the Agency has built their application,

b. and has completed a TEST PLAN

c. The Agency provided the successfully completed TEST plan to Simplicity and screen

shots showing the test scenario of test data (min 10 fully completed records), Simplicity will check this data to ensure that it is to Nestlé’s Data Collection Standards, and that it does not harm the integrity of the Nestlé Corporate

Database. The Nestlé Data Collection Guidelines are available from the NCIS Portal;

d. When Simplicity is satisfied with the quality of the data, Simplicity will provide the

Agency with a confirmation and the Agency will be supplied with a PRODUCTION URL.

e. The Agency will provide test data for UAT at least 1 working day prior to go live.

5. Agency pushes the application live.

6. Simplicity checks production Data (second UAT)

a. Once the Agency has pushed the application live and a minimum of 10 production

records are entere the Agency notifies Simplicity to perform production system UAT.

b. Upon this notification Simplicity will confirm that the data is as per Nestle standard

and signed off test system or otherwise.

7. Simplicity Closes Campaigns, Portals and Reports:

a. At the end of the promotion the Agency notifies Simplicity and Simplicity removes

security access for the Agency to this campaign;

b. Any web portals created for promotion access will be removed from the Nestle

reports portal.

8. Infrastructure:

a. The web services works within the real time environment of Simplicity and are

therefore subject to the load constraints place by this and other activity occurring concurrently. Hence we cannot guarantee performance if point load for this or combined Nestle is outside of the normal operational parameters provisioned for Nestle.

Overview

The Nestlé Customer Interaction Services (NCIS) combine the Nestlé Corporate database (within Simplicity CRM) and digital campaign execution into a single service that can be used outside the Simplicity CRM Standard Product.

The NCIS enable an application to interact with both the Nestlé data and the digital campaign execution, for example:

• Online competition forms

• Online registration forms

• Barcode or coupon redemption

• Email communication

• SMS communication

• Uploading Images

• Security Account Authentication/Project Logins

• Forgotten Password Functionality

• Programme membership

Because the NCIS allows multimedia communication, it’s possible to produce media rich campaigns, such as:

• Online competition entries with an email confirmation

• Targeted email or SMS notifications

• Coupon or Barcode redemption, with an email voucher result

• Upload an Image for a personalised promotion product

• Login to a website and maintain profile details

The Basics

Each unique campaign will receive a unique NCIS version to be used for that specific campaign. Within that campaign, each data collection form will have a different Web Service configured especially for that form.

Each Web Service is made up of methods that have different functionality.

A typical call to NCIS consists of a method from a Web Service, and a set of parameters.

For example, in the NCIS Sample there is a Standard Form which collects the data required for a Nestlé corporate profile.

Nestlé Schema

In its most simplicifed form, the Nestlé Customer Interaction Services enable multiple Nestlé Projects to update and maintain data within the Nestlé Corporate database. There are two main services that are available within NCIS:

Competition Forms/Data Collection

Sample Code

You can view a code example of this functionality in the .Net NCIS Code Sample. Filename: StandardForm.aspx

Login Functionality in conjunction with Competition Forms/Data Collection

Sample Code

You can view a code example of this form in the .Net NCIS Code Sample. Filename: LoginLanding.aspx + LoginRegistration.aspx

Data Collection – using NCIS Competition Forms

Below is an example of a Standard Nestlé Data Collection Form that adheres to the fields

required (at minimum) for a Nestlé Corporate Customer Profile. The data would be collected and validated by the application and inserted into the Nestlé Corporate Database via the NCIS.

Sample Code

You can view a code example of this form in the .Net NCIS Code Sample. Filename: StandardForm.aspx

Security Account Functionality – using NCIS Authentication

The NCIS Security Account Functionality allows a user profile to be authenticated by NCIS within a project. This is particularly useful for projects that require a user to register and login before they can enter a website.

It provides Profile Authentication, Profile Registration functionality, Profile Account Activation, Forgotten Password functionality, and triggered confirmation emails.

NCIS Caters for the following Nestle password requirements:

1. The password is case sensitive

2. Must be at least 8 characters in length 3. Contain at least one number (0-9)

For example, the minimum consumer password requirement allows single case + numeric passwords e.g. “agwts6sh”, but stronger passwords are recommended e.g. mixed case + numeric, like “Agwts6sh”.

Triggered/On Submit Communications – using NCIS Competition Forms

If the form submission is successful, a personalised follow up communication can be sent with NCIS.

The communications can be an email, or an SMS message, and can be sent immediately or delayed as required. These communications will need to be set up in the Simplicity CRM

standard Product as a template. When calling the method, the template_ID and the RSN of the Person Record used to personalise the communication will be required.

Campaign Activity Records will be in this process automatically.

Sample Code

You can view a code example of this functionality in the .Net NCIS Code Sample. Filename: StandardForm.aspx

Uploading Images – using NCIS Competition Forms

The ability to upload images to a profile or as part of a promotion is possible with NCIS Compound Services. A URL will be provided which will allow an image to be posted, and the image path can be attached to a user’s profile. The image can then be used as required within the application.

Performance – The web services works within the real time environment of Simplicity and are therefore subject to the load constraints place by this and other activity occurring concurrently. Hence we cannot guarantee performance if point load for this or combined Nestle is outside of the normal operational parameters provisioned for Nestle. Upload Image functionality puts additional strain on the real time environment within Simplicity and it is advised that you contact your Simplicity representative to discuss the performance parameters of the promotion before requesting the webservice.

Sample Code

You can view a code example of this functionality in the .Net NCIS Code Sample. Filename: UploadImages.aspx

Campaign Activity – using NCIS Authentication and Competition Forms

Campaign Activity Records will be written away automatically as part of the NCIS Compound Service. A Campaign Activity Record is stored against a Person Record to show all interactions between the user and Nestle. For example, if the user is sent an email, opens an email, or submits a survey, a record is created. These records are used for Analytics purposes and also auditing purposes (for example, if a user disputes opting in).

Campaign Specific Data – using NCIS Competition Forms

Each instance of every survey filled out will be written away automatically as part of the NCIS Compound Service and stored against the Survey Answer Entity. A Survey Answer Record is used to store an encapsulated instance of a submitted survey. This allows a copy of every submitted survey to be stored while the Person record is updated.

Sample Code

You can view a code example of this functionality in the .Net NCIS Code Sample. Filename: StandardForm.aspx

Example Survey Answer Instance

Survey:

Deduplication Rules

When creating a survey with the NCIS Compound Service, the option to set up Dedupe (or remove duplicate records) is also available. The NCIS Compound Service has a prefconfigured list of options available to choose from when setting up a survey.

The options are a series of permutations of the values used in the Nestlé Corporate Profile. For example:

None

n per day

n per hour

n per name

n per name per day

n per name per hour

n per address/surname

n per address/surname per day

n per address/surname per hour

n per e-mail address

n per e-mail address per day

n per e-mail address per hour

n per barcode

n per barcode per day

n per barcode per hour

Only one dedupe rule per survey can be implemented.

Performance – The web services works within the real time environment of Simplicity and are therefore subject to the load constraints place by this and other activity occurring concurrently. Hence we cannot guarantee performance if point load for this or combined Nestle is outside of the normal operational parameters provisioned for Nestle. Deduplication rules put additional strain on the real time environment within Simplicity and it is advised that you contact your Simplicity representative to discuss the performance parameters of the promotion before requesting the webservice.

Programme Membership

Programme Membership allows users to become members of Nestlé specific programs or clubs (for example, the Nescafé Loyalty Programme). This allows targeted and appropriate

communication campaigns to members.

While users can’t be deleted from programs once added, they can be made inactive, and have suppression codes set to prevent unwanted communication. This allows a full and complete history

Distribution Groups

Nestlé uses distribution groups to flag the brands consumers are associated with. NCIS caters for this functionality by exposing all distribution groups to the Agency and allowing them to flag consumers who Opt In to the database with the relevant distribution group for the specific promotion.

This functality allows for multiple distribution groups to be flagged depending on requirements. For example a consumer can Opt In to a Carnation promotion and Nestle Corporate via NCIS and be flagged as distribution group Carnation and Nestle.

Activation promotions for Nestlé use a general Opt In statement. As a result these forms should pass through the brand distribution group in addition to the ‘Nestle’ distribution group. This will identify the consumer as a general Nestlé Opt In to be targeted by all Nestle Brand teams for future promotional activity.

Allens Lollies Maggi Seedlist

Allens Lollies Seedlist Milo

Allergen Milo Seedlist

Allergen Email Registrant Musashi SLM

Baking Musashi Website Registrants

Baking Seedlist Musashi Seedlist

Carnation Nescafe

Carnation Seedlist Nescafe Seedlist

Chocolate Nestle

Chocolate Seedlist Nestle Seedlist

Healthy Sciences Performance

Healthy Sciences Seedlist Performance Seedlist

Ice Cream Powerbar

Ice Cream Seedlist Powerbar Seedlist

Infant Nutrition Purina Petcare

Infant Nutrition Seedlist Purina Petcare Seedlist

Jenny Craig Uncle Tobys

Jenny Craig Seedlist Uncle Tobys Seedlist

Maggi

Sample Code

You can view a code example of this functionality in the .Net NCIS Code Sample. Filename: DistributionGroup.aspx

Programme Membership Opt Out

NCIS caters for programme memberships opt out by indicating an ‘end date’ on the relevant

programme against the person record.

This functionality is also used in conjunction with Suppressions Codes. For example, a user may be a member of the Nescafé Loyalty Programme. The user may choose to opt out of the Nescafé Loyalty Programme, and still choose to receive Nestlé Corporate e-mails.

Keycodes

NCIS caters for clickthrough reporting for a promotion through the keycode field in the webservice.This field allows the agency to pass through the clickthrough origin of a consumer entry to a promotion.

Simplicity standard campaign reporting pulls through this data and displays a breakdown of these clickthroughs. This report is available on request by the agency or client and provides an overview

of the results of the campaign.

Above: Example of Keycode reporting for an online form promotion measuring clickthroughs from different email segments.

Data Cleansing: Name Integration + RightAddress

To ensure the integrity of the Nestlé Corporate database, all data will be cleansed before being inserted into the Nestlé Corporate database.

Data will be cased, cleaned and formatted according to Nestlé standards. Using the Name Integration Service, Salutations, Lettercarriers and Display Values will be derived from the Title, Given Name and Surname.

All addresses will be processed using RightAddress, which will validate the addresses and derive additional values (such as the DPID).

For more information regarding RightAddress, please visit Australia http://rightaddress.com.au/ or

Sample Code

.Net Sample code is available at www.simplicitycrm.com/ncis. You can find examples of all the

NCIS functionality mentioned in this document in the sample code.

Functionality ... File in Sample Code Barcode Validation + Redemption ... BarcodeForm.aspx Collect Adhoc Data from a Person Record ... SurveyAnswers.aspx Coupon Validatoin + Redemption ... CouponFormLanding.aspx Data Collection ... StandardForm.aspx

Forgotten Password Functionality ... LoginForgottenPassword.aspx Insert Person Record ... StandardForm.aspx

Login with a Security Account ... LoginLanding.aspx Online Competition Forms ... StandardForm.aspx Online Registration Forms ... LoginRegistration.aspx Programme Membership Functionality ... ProgramMembership.aspx Redemption Limit Functionality ... RedemptionLimit.aspx Registration Functionality ... LoginRegistration.aspx Save Adhoc Data to Survey Answers ... SurveyAnswers.aspx Suppression Fields ... CorporateProfile.aspx Triggered/On Submit Communication ... StandardForm.aspx Upload Images ... UploadingImages.aspx

Glossary

Some of the terms used in NCIS are Simplicity specific. That is to say, if this if your first time working with Simplicity we’d like to make it as simple as possible for you. Here are a few definitions for some of the more confusing terms.

Barcode

A barcode is a set of characters that can be represented in machine-readable parallel bars. They are often printed on consumer product packages.

Captcha

Captcha is a type of challenge-response test used to ensure that a submission is generated by a person, and not a computer. For more information, please visit Captcha.net

Captcha Challenge

The Captcha challenge is an image that contains skewed text. The user is asked to provide the text that they see.

Captcha Response

This is the user’s response to the Captcha Challenge. Communication Template

A communication template is the template used to send the triggered communication. For example, if a triggered e-mail was sent, the template would contain the content and any personalisation of that e-mail.

Communication Target

A communication target is the type of communication to be sent. This is either an e-mail or an SMS.

Coupon Code

A coupon code is a set of characters that are used to redeem a financial discount when purchasing a product.

Distribution Group

A distribution group is used to flag the Nestlé brands a consumer is associated with. Label Code

A label code is a set of characters that are used within Simplicity and Simplicity generated

communications to a Person. For example, if a user is sent an e-mail with a link to an online form, the online form URL will have a label code attached. This code will allow the online form to identify the user and pre-populate the user’s data.

Triggered Communication

A triggered communication is an SMS or E-mail that is sent on completion of an action, or after a specific time frame. For example, if a user fills out a form, a triggered e-mail may be sent 24 hours after the user has submitted their data.

User Agent

User agent is a generic term for any application that might access a website (such as browsers, robots or spiders). These programs act as ‘agents’ for a person to access web content. The User Agent String contains data about the User Agent, such as the application name, version and the platform used.

User IP Address

The User IP Address is a numerical label that identifies a computer and its location on the internet. Referral URL

When a browser requests a new page, it also supplies the URL of the previous page the user was on.