Aloha Loyalty User Guide

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Aloha Loyalty

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Copyright ©2009, Radiant Systems, Inc. The information contained in this publication is confidential and proprietary. No part of this document may be reproduced, disclosed to others, transmitted, stored in a retrieval system, or trans-lated into any language, in any form, by any means, without written permission of Radiant Systems, Inc.

Radiant Systems, Inc. is not responsible for any technical inaccuracies or typographical errors contained in this pub-lication. Changes are periodically made to the information herein; these changes will be incorporated in new editions of this publication. Any reference to gender in this document is not meant to be discriminatory. The software described in this document is provided under a license agreement. The software may be used or copied only in accordance with the terms of that agreement.

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Aloha Loyalty User

Guide

About Aloha Loyalty

Aloha Loyalty User Guide is intended for anyone who uses Aloha Loyalty as an administrator, manages your customer loyalty program, and trains FOH employees to use Aloha Loyalty.

This guide assumes you have the following knowledge:

• Basic understanding of restaurant operations terminology and concepts. • Basic understanding of PCs, Microsoft Windows, and Internet Explorer. • Understanding of the operation of a computer mouse and keyboard.

• Basic understanding of how to work with Microsoft Windows based menu structures and basic application components, such as scroll bars, buttons, drop-down lists, text boxes, radio buttons, and check boxes.

What is Aloha Loyalty?

Aloha Loyalty is a Web-based back-office application that tracks the buying habits of your customers in real-time via an Internet connection. Aloha Loyalty uses the sophisticated infrastructure of Aloha Insight and integrates into the Aloha POS for security and ease of use. You can select from five different types of bonus plans and offer your customer a reward using one of the four different types of rewards.

Benefits of Aloha Loyalty include:

• Tight integration with the Aloha POS system, enabling you to reward customers in real-time. • Customers receive their reward status on a guest check or voucher.

• Custom messages for your customers. • Ease of use for your staff.

• Five different bonus plan types.

• The ability to configure stores from one location.

• The ability to run and schedule individual store reports and enterprise-wide reports. • Access your Aloha Loyalty Web site anywhere you have an Internet connection. • Safe and secure data backups done at an off-site location.

• The ability to integrate Aloha Loyalty and Aloha Stored Value on a single card. You must be licensed for both Aloha Loyalty and Aloha Stored Value to make a combination card.

What will Aloha Loyalty do for You?

You can establish a customer loyalty program to track the buying habits of your customers via the Aloha POS without interrupting your speed of service. You can create your bonus plans to focus on new menu items, or even under-performing menu items. For example, create a bonus plan that rewards the customer after they purchase five desserts by making the fifth dessert free or offer a discount on their next visit. Not only do you have the opportunity to view your customer’s purchases, but the bonus plan can create add-on sales; therefore, increasing your per person average.

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Bonus Plans

Your bonus plans are the heart of your customer loyalty program and a well thought out bonus plan struc-ture enables you to entice customers to sign-up for your loyalty program and keep them coming back on repeated visits. Aloha Loyalty enables you to offer the following six types of bonus plans to your custom-ers:

• Be My Guest-based — The member receives a card with a pre-defined bonus plan reward. • Currency-based — The member earns plan credit for every dollar they spend.

• Points-based — The member earns points for every dollar they spend.

• Items-based — The member earns plan credit based on the items they purchase. • Frequency-based — The member earns plan credit based on the number of visits.

• Lottery — A sweepstakes style plan in which the member never knows when they might win a reward.

Aloha Loyalty enables you to create a tour style bonus plan (items-based), which is popular for around-the-world beer promotions, to bonus plans that reward the customer based on odds (based). A lottery-based bonus plan enables you to offer customers a chance to win every time they visit your store. Refer to Sample Bonus Plan Configurations for more information on configuring a bonus plan.

Wizards

Aloha Loyalty uses wizards to guide you through a logical progression of steps to configure stores, create card types, and configure your bonus plans. Additionally, each wizard has online Help that enables you to find information quickly.

Reports

Aloha Loyalty uses the reporting power of Aloha Insight to generate reports for individual stores or across the enterprise.

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Getting Started with Aloha Loyalty

After signing up for Aloha Loyalty, you will need to do the following: • Order your Aloha Loyalty cards.

• Sign-up for Aloha Loyalty training.

• Configure Aloha POS to work with Loyalty. • Configure your Aloha Loyalty Web site. • Configure your Aloha Loyalty store settings. • Create your Aloha Loyalty cards.

• Create your bonus plans. • Train your FOH employees.

Refer to Available Reference Materials for a list of additional resources.

Ordering your Aloha Loyalty Cards

Once you sign-up for Aloha Loyalty, work with your Aloha sales representative and National Business Products to order your Loyalty cards as soon as possible. For future reorders, select Hosted Solutions Group > Card Order Form to order your cards from National Business Products. You complete the infor-mation in the wizard, such as company name, address, contact inforinfor-mation for the person ordering the cards, and the sequence numbering for your cards. There are examples and detailed instructions in the wiz-ard for submitting custom artwork. All custom artwork must be print quality and created in one of the fol-lowing programs: Quark, Photoshop, Illustrator, or Pagemaker and you must include the original file. National Business Products is on the Macintosh platform and they must be able to open the file; therefore, save your files so they are cross-platform ready.

Contact National Business Products for a time estimate on card delivery.

Signing Up for Aloha Loyalty Training

Aloha Insight offers various training classes via the Internet that train you on how to get the most from Aloha Loyalty. If you are a new user, you can take classes on configuring Aloha Loyalty and configuring Aloha Loyalty bonus plans. Consult your Aloha Loyalty Web site for class descriptions and a schedule of classes.

All you need to participate is an Internet connection and a phone line. All training classes are done via a Web conference.

To sign-up for an Aloha Loyalty training class: 1. Log in to your Aloha Loyalty Web site.

2. Click the click here link in the middle-right section of the page. ‘Click here’ is in blue text. 3. Locate the class you want to attend in the list and make a note of the date, time, and title of the

class. You will need this information on the next screen.

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5. Complete all options on the screen. 6. Click Submit.

A representative of Aloha Insight will send you an e-mail with the phone number and information that you need to attend the training session. You might want to create a reminder in your scheduling program to remind you of the date and time of the class. If this is your first web conference with Aloha Loyalty, please allow some extra time to get logged in to the Web site before the class starts. You may need to download a small java applet beforehand, and depending on your network configuration, you may need administrative rights.

Configuring Aloha POS to work with Aloha Loyalty

You have ordered your cards and attended training, next configure your store(s) to work with Aloha Loy-alty. To interface Aloha Loyalty with Aloha POS, complete the following:

• Define your access levels in Maintenance > Labor > Access Levels.

• Configure the ‘Assign Member’ and ‘Member Report’ buttons. If you are using Aloha Quick Ser-vice, you must define these buttons in Panel Editor. If you are using Table SerSer-vice, these buttons become active on the ‘Close’ screen automatically after the Aloha Insight install team installs the required Aloha Loyalty components at your stores; however, you can still configure the Table Ser-vice FOH button text in the Loyalty Configuration wizard. Optional, configure the Member Infor-mation button in the Loyalty Configuration wizard for both Table Service and Quick Service. • Define your real-time comps and promotions (promos) that you intend to offer as rewards for your

members.

Refer to Configuring Aloha POS for Aloha Loyalty for detailed instructions. Continue to Configuring your Aloha Loyalty Web Site.

Configuring your Aloha Loyalty Web Site

If you are not an existing Aloha Insight customer, you will need to configure the following: • Company Setup

• Site Setup

• Security Class Setup • User Account Setup • Alerts

In the Site Setup wizard you must:

• Enter the store ID, name, address, and phone number on the Store Setup tab. • License the store for Aloha Loyalty on the Store Setup tab.

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• Enter the pcAnywhere login information, such as login, Phone number or IP address for the site, and password. If the site has a dynamic IP address, please type ‘Dynamic’ without the quotes in the text box.

• Enter the Internet service provider (ISP) and back-up ISP on the Polling configuration tab. Continue to Configuring Aloha Loyalty Configuration Wizard.

Configuring Aloha Loyalty Configuration Wizard

You must define the settings that determine how Loyalty interacts with Aloha on your Loyalty Web site. For example, you define the default Loyalty settings for your company, such as the FOH screen text, the profile information you want to capture, reward priority, and rounding options for points-based plans. After defining your default store settings, you can make changes to individual stores that require settings other than the default settings.

Refer to Loyalty Configuration Wizard in the Loyalty User Guide, for detailed instructions on configuring your default store, and making changes to specific stores.

Continue to Creating your Card Types.

Creating your Card Types

Your Loyalty program can support as many different cards as you can dream up. Creating different cards is a great way to offer specific guests an extra touch of hospitality. For example, you give customers who have a bad experience in your restaurant a comp card for $10.00 on their next visit. When they use the card, it will require manager approval and the manager can always stop by the table to verify that the ser-vice and the food was satisfactory. In most cases, you will create only one Loyalty card and assign it to a bonus plan.

When you create a card, you determine if the card is for Aloha Loyalty, or if the card can support Stored Value. You must be licensed for Stored Value and Aloha Loyalty to create combo cards. For purposes of this section, it will only pertain to Aloha Loyalty.

Configuring your Aloha Loyalty cards enables you to determine the following: • Configure the card type.

• Configure the card prefix.

• Configure where you can sell, redeem, and use the card. • Assign bonus plans to an Aloha Loyalty card.

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Creating your Bonus Plans

Your bonus plans entice customers to sign-up for your frequency program. If you keep the bonus plans fresh and lively, your customers will feed off the excitement and keep coming back year after year.

You can create the following types of bonus plans in Aloha Loyalty: • Be My Guest-based • Points-based • Items-based • Currency-based • Frequency-based • Lottery

Each bonus plan requires you to make different selections, and the bonus plan wizard will assist you with the right choices. For example, when you select a points-based plan, you complete only the options that are for a points based plan.

Refer to Bonus Plan Wizard, for detailed information on the options in the Bonus Plan wizard.

Refer to Sample Bonus Plan Configurations, for instructions on creating some of the most common types of bonus plans. If you need additional information on specific options within the Bonus Plan wizard, click

to access help for that screen.

Continue to Training your FOH Employees.

Training your FOH Employees

You have now successfully configured Aloha Loyalty and need to train your FOH staff. Aloha Loyalty integrates with Aloha Table Service or Quick Service and requires minimal staff training. You can use Aloha Loyalty FOH Operations as a guideline to train your staff. This section contains comprehensive instructions on the following:

• Assigning a member to a check. • Using the Look-up screen.

• Un-assigning and re-assigning a member to a check. • Deleting a member from a check.

• Printing a Loyalty member report.

After configuring Aloha Loyalty, use the Managing Aloha Loyalty section to learn how to get more from your customer loyalty program.

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Available Reference Materials

Radiant Systems produces many additional resources to aid you in deploying and configuring Aloha POS and Aloha Loyalty. Here is a partial list of resources.

Aloha Loyalty Web Site

The Aloha Loyalty Web site contains a list of documents and links to Online Help that will assist you in configuring Loyalty. To access the list, click on the main screen to access the following stand-alone documents:

• Configuring Aloha POS for Loyalty • Loyalty Sample Bonus Plan Configurations • Aloha Loyalty FOH Operations

• Aloha Loyalty User Guide

There are links to additional Online Help files that assist with Company Setup, Site Setup, Reports Viewer, and Alerts. If you have a question about Loyalty, check the Aloha Loyalty FAQ documents for answers.

Aloha POS Manuals

Contact your Aloha sales representative for the following manuals: • Table Service User Guide

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Managing Aloha Loyalty

Now that you have configured your Aloha Loyalty program, your customers are signing up, and they are starting to earn rewards. You will need to add new members into the system once they sign up for your fre-quency program, view the history for a member, and generate reports. Aloha Loyalty offers you several web-based tools to manage your Aloha Loyalty program. You can use the Loyalty Member wizard to search the Aloha Loyalty database, and add new members to Loyalty. The Aloha Loyalty Card Lookup wizard enables you to manage individual members by viewing their history. You can schedule one of the many Aloha Loyalty reports to get up to the minute data from all your restaurants.

The excitement that customers exhibit about the program is great for your bottom line and will attract new customers. To keep this excitement growing, you will want to add new rewards.

The Managing Loyalty section contains the following sections: • Using the Loyalty Member Wizard

• Viewing Member History • Aloha Loyalty Reporting • Maintaining Excitement

Using the Loyalty Member Wizard

The Loyalty Member wizard enables you to search your Aloha Loyalty database, add new members, and edit existing member profile information.

The Loyalty Member wizard contains different filters, such as card number, member birthday, and member name. For example, you can query your database to view which members have an upcoming birthday and send them a greeting or coupon to entice them back in to your restaurant.

When your members complete a sign-up voucher, you need to enter the information into the database. Loy-alty enables you to accomplish this task using an online wizard. On the LoyLoy-alty Member wizard screen, click Add. The Enter Member Profile Information screen appears. The Enter Member Profile screen enables you to type the information for an option and “tab” to the next option using the tab key on a key-board. This is for rapid data entry. After completing the required options, you tab to the “Save and New” button and press Enter on your keyboard. This saves the information you entered and starts a new record. Refer to Loyalty Member wizard in the Aloha Loyalty User Guide for more information.

Viewing Member History

You can use the Aloha Loyalty Card Lookup wizard to manage individual Aloha Loyalty accounts, such as the historical data about an individual member. You can also view the profile for an individual, adjust the bonus plan credit for a member, and view check level history.

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When you want to view the data on an individual, use the Aloha Loyalty Card Lookup wizard. For exam-ple, a member calls you up and wants to know how close they are to a reward. You can get their Aloha Loyalty number and use the Aloha Loyalty Card Lookup wizard to view their totals. You can even print the report and offer to give it to the customer the next time they come to your store, and make adjustments, if they feel there is a discrepancy.

Refer to Aloha Loyalty Card Lookup wizard in the Aloha Loyalty User Guide for more information.

Aloha Loyalty Reporting

Aloha Loyalty comes standard with detailed reports that enable you to manage your loyalty program. You can view your reports online, or have them delivered to your email. Select Reports > Reports Viewer to access the Aloha Loyalty reporting tool. Select Aloha Loyalty in the Category drop-down list to view a list of available Aloha Loyalty reports. You can select a report in the list and click Example, to view a sample report with detailed explanations for the report. Reports with an asterisk indicate custom reports your com-pany created. Custom reports will not have samples with report definitions.

Refer to Reports Viewer online Help for information on scheduling and viewing reports.

Maintaining Excitement

Aloha Loyalty provides you with many different tools to manage your frequency program; however, it is up to you to add new bonus plans and keep the program fresh and exciting for members. Adding new bonus plans encourages members to stop in frequently. Encouraging your staff to promote the program will foster new customers and add additional excitement. Making each customer feel special generates repeat customers. Aloha Loyalty gives you all the tools for you and your staff to make all your customers frequent customers.

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Sample Bonus Plan Configurations

The following sections outline how to create different types of bonus plans in the Bonus Plan wizard. The scenario highlights how you can use Aloha Loyalty to create common types of bonus plans. You can mod-ify each scenario to fit the needs of your company. To help you understand how to create your own bonus plans each section contains the following information:

• Bonus plan description, to highlight the basics of the bonus plan.

• Bonus plan outline, to extract the details out of the scenario and to configure the bonus plan, reward, and bonus event.

• Steps to configure the bonus plan.

Use the following links to go to each bonus plan scenario. • Creating a Be My Guest-Based Bonus Plan • Creating a Currency-Based Bonus Plan

• Creating an Employee Comp-Based Bonus Plan • Creating a Frequency-Based Bonus Plan • Creating an Items-Based Bonus Plan • Creating a Lottery-Based Bonus Plan • Creating a Points-Based Bonus Plan

Refer to Bonus Plan Wizard for detailed descriptions on the options within the Bonus Plan wizard. The steps in each scenario only have information that pertain to the scenario.

Creating a Be My Guest-Based Bonus Plan

A Be My Guest-based bonus plan enables you to:

• Reward a guest or VIP visiting your restaurant • Entice new customers in to your restaurant

• Reward loyal customers that visit on a regular basis

• Offer a complimentary meal to a customer that had a bad experience • Give the card to a charity auction

Scenario Description

You need to create a Be My Guest-based bonus plan so you can donate to a local school sponsoring a char-ity auction. You donate three Be My Guest-based bonus plan cards that entitles a customer to 100% off on their next visit, up to $25.00 off. The customer can receive the discount on the maximum of five items. A customer can use the card once, and if they do not use all $25.00, the balance is not carried over on any future visits.

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Bonus Plan Details

Using this scenario, the following details help outline how to create the bonus plan: • The plan is a Be My Guest-based bonus plan.

• The customer receives 100% off on their next visit. • The maximum discount is limited to $25.00. • The customer is limited to a discount on five items. • The card is good on a single visit.

Configuring a Be My Guest-based bonus plan:

1. Select Hosted Solutions Group > Loyalty Bonus Plans. 2. Click Add.

3. Type a unique name for your bonus plan. Use a descriptive name, because this is the name the customer sees if you include the bonus plan name on a customized voucher.

4. Type an optional description. You can include details about the plan, such as a general statement about the plan, the customer reward, and other relevant information about the bonus plan. The description is not visible to your guests.

5. Select Be My Guest in the ‘Bonus Plan Type’ drop-down list. 6. Select All Items in the ‘Eligible Items’ drop-down list.

7. Enter a start date for the bonus plan. The system defaults to the current date; however, you can enter a date in the future. You can also type an optional ending date.

8. Click Save and Continue.

Creating the Be My Guest-based bonus plan reward: 1. Click the Rewards tab.

2. Click Add.

3. Type the reward name. For example, “Be My Guest Reward.” 4. Type 1 in the ‘Reward is earned every X visits’ text box.

5. Assign a reward priority to the reward, with 1 being the highest and 5 being the lowest. 6. Select Real-Time Discount in the ‘Reward Type’ drop-down list.

7. Select either Comp Type or Promo Type.

8. Select the appropriate comp or promo in the drop-down list. Select a comp or promo configured to work with Aloha Loyalty in Aloha. Refer to Configuring Aloha POS for Loyalty, for more information on configuring your Aloha Loyalty comps and promos.

9. Select Percent Off in the ‘Discount Type’ drop-down list.

10. Type 100 in the ‘Amount’ text box. This indicates the reward is 100% off. 11. Select Limit total discount amounts.

12. Type 25.00 in the adjacent text box.

13. Select All Items in the ‘Select the items that will be discounted’ drop-down list. 14. Type 5 in the ‘Number of items that will be discounted’ text box.

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15. Click the Voucher Settings tab.

16. Select Print voucher at POS when reward is earned. 17. Click .

18. Type your custom text in the text box, and use the keywords to insert customized pieces of text in your message. Keep in mind this is the message printing on your voucher. Provide enough infor-mation to thank the customer and welcome them back or about any new menu items.

When creating your messages, keep the lines to 40 characters or less, due to the size limitations of a receipt printer.

19. Select whether to print on the ‘Guest Check’ or ‘Voucher.’ 20. Click Next.

21. Click Save, after completing your message.

Configuring your bonus plan schedule and reset options:

1. Click the Schedule tab to configure the active days of the plan. 2. Select Daily.

3. Select All Stores to make the bonus plan available in all stores. 4. Click the Reset Options tab.

5. Select Member can only use card once, to limit the card to one use.

You can optionally select ‘Member can use card until total discount amount is reached,’ if you are allowing the customer to continue to use the card until they reach the amount defined in the ‘Discount Amount’ text box on the Reward Settings tab.

6. Click Save.

7. Assign a card type to your bonus plan. If you have not created an Aloha Loyalty card, click Save and click Yes, to continue. If you save the bonus plan without assigning it to a card, you must cre-ate your card type in the Card Setup wizard and then assign the bonus plan to the card type in the Card Setup wizard.

8. Click Save.

Creating a Currency-Based Bonus Plan

A Currency-based bonus plan enables you to reward the member based on the amount of dollars spent in your restaurant. For example, you can create a bonus plan that rewards the customer for every $100.00 they spend.

Scenario Description

Your restaurant is a burger cafe and tends to appeal to the lunch crowd. You want to encourage a stronger dinner crowd on slower nights. You know that most tickets are single orders and tend to range from $5.00 to $10.00 per person. To make the bonus plan more attainable, you want to include all items. With this in mind, you offer a Currency-based plan that rewards the customer with a personalized voucher for 15% off on their next visit after they spend $100.00. To help increase business on slow weeknights, you offer dou-ble-credit on Mondays and Tuesdays after 5:00 p.m. To keep the program interesting and exciting, you offer an additional 20% off reward when the customer spends $250.00.

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Bonus Plan Details

Using this scenario, the following details help outline how to create the bonus plan: • The plan is a Currency-based bonus plan.

• You want to include all items.

• The customer spends $100.00 and receives a 15% off voucher. • The customer spends $250.00 and receives a 20% off voucher. • The voucher is good on the next visit.

• The bonus plan is active every day.

• The bonus plan earns double credit/dollars on Mondays and Tuesdays after 5:00 p.m.

Configuring a Currency-based bonus plan:

5. Select Currency Based in the ‘Bonus Plan Type’ drop-down list. 6. Select All Items in the ‘Eligible Items’ drop-down list.

7. Enter a start date for the bonus plan. The system defaults to the current date; however, you can enter a date in the future. You can also type an optional ending date.

8. Select Allow Discounted Items to enable the member to receive credit when you discount an item with a coupon or promotion.

9. Select Use Discounted Price for rewards. The discounted items count toward the plan, but only at the discounted price, not the original price.

10. Select Allow modifiers to count toward plan rewards. If you charge for certain modifiers, such as cheese, the price of the modifier counts towards the bonus plan.

11. Click Save and Continue. Creating your rewards:

1. Click the Rewards tab. 2. Click Add.

3. Type the reward name. For example, “15% off Voucher.”

4. Type 100.00 in the ‘Reward is earned when the member spends’ text box.

5. Assign a reward priority to the reward, with 1 being the highest and 5 being the lowest. A reward with a higher priority gets applied before rewards with lower priorities.

6. Select Reward Voucher from the ‘Reward Type’ drop-down list. 7. Click the Voucher Settings tab.

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10. Type your custom text in the text box, and use the keywords to insert customized pieces of text in your message. Keep in mind this is the message printing on your voucher. Provide enough infor-mation to inform the member they received a reward, and customize it to make the customer feel good about earning the reward.

14. Repeat Step 1 through Step 13 to add an additional reward. Configuring your bonus plan schedule and reset options:

3. Select All Stores to make the bonus plan available in all stores. 4. Click the Reset Options tab.

5. Select Reset plan when member receives reward, if you are configuring multiple tier rewards. The plan resets when the member receives the last reward level.

You can optionally select ‘Never reset plan,’ if the reward is issued once. Configuring your bonus events:

1. Click the Bonus Events tab. 2. Click Add.

3. Select Active to make the bonus event active. 4. Type a name for the bonus event.

5. Type 2 in the ‘Multiply member credit by X for qualified purchases during the bonus event sched-ule.’ The system uses this number to multiply the bonus amount.

6. Select one of the following bonus event settings:

• Select All Stores to make the bonus plan available in all stores.

• Select Stores in this Replication Group and select the replication group in the drop-down list to make the bonus event active in specific stores or a single store.

7. Type the Start and Ending dates for the bonus event. 8. Click the Schedule tab.

9. Select Weekly.

10. Select 1 in the ‘Every Weeks on’ drop-down list. 11. Clear all days except Monday and Tuesday. 12. Select Day Parts or Hours.

13. Click .

14. If you selected Day Parts in Step 12, move the day part that includes the times you want the bonus event active to the ‘Assigned Day Parts’ list box.

If you selected Hours in Step 12, move the hours you want to make the bonus event active from the ‘Unassigned Hours’ list box to the ‘Assigned Hours’ list box.

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15. Click Next to return to the Bonus Event screen. 16. Click Next.

17. Click Save.

18. Assign a card type to your bonus plan. If you have not created an Aloha Loyalty card, click Save and click Yes, to continue. If you save the bonus plan without assigning it to a card, you must cre-ate your card type in the Card Setup wizard and then assign the bonus plan to the card type in the Card Setup wizard.

19. Click Save.

Creating an Employee Comp-Based Bonus Plan

An Employee Comp-based plan enables you to create an employee comp program for your employees or managers. For example, you can create a bonus plan that issues an employee comp for a percentage off or dollar off each time the employee uses the card to dine in the restaurant. An employee comp card works well in situations where you have several restaurants located in an area and your employees may be dining in locations where they do not work.

Scenario Description

Your company owns a chain of restaurants and operates a central office for your IT and accounting staff. As a perk to your employees, you issue each employee an employee comp card. This enables an employee to visit any location and get their employee discount, 50% off a single item. There is a $50.00 per month limit, and you are limiting the discount to entrees to prevent abuse. Each month the limit reset; if they do not use the full $50.00 every month, it does not roll over to the next month.

Bonus Plan Details

Using this scenario, the following details help outline how to create the bonus plan: • The plan is an Employee Comp-based bonus plan.

• The discount happens in real-time.

• The employee receives 50% off a single entree. • The employee can receive up to $50.00 a month. • The plan resets every month.

Configuring an Employee Comp-based bonus plan:

5. Select Employee Comp in the ‘Bonus Plan Type’ drop-down list.

6. Select either All Items or Select Category. ‘Select Category’ enables you to use specific items in categories on your bonus plan. In this example, select All Items.

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8. Click Save and Continue.

Adding the 50% off employee comp reward: 1. Click the Rewards tab.

2. Click Add.

3. Type the reward name. For example, “Employee Meal.” 4. Type 1 in the ‘Reward is earned every X visits’ text box.

10. Type 50 in the ‘Amount’ text box. This indicates the reward is 50% off. 11. Select Limit total discount amounts.

12. Type 50.00 in the adjacent text box.

13. Select Category in the ‘Select the items that will be discounted’ drop-down list.

14. Click . The Select Categories screen appears with all available categories in the ‘Unassigned Categories’ list box.

a. Select the eligible categories in the ‘Unassigned Categories’ list box.

b. Move the categories to the ‘Assigned Categories’ list box. If you need to create or edit catego-ries, click Category Setup.

c. Click Next, to return to the Bonus Plan wizard.

15. Type 1 in the ‘Number of items that will be discounted’ text box. 16. Click the Voucher Settings tab.

19. Type your custom text in the text box, and use the keywords to insert customized pieces of text in your message. Keep in mind this is the message printing on your voucher. Provide enough infor-mation to inform the employee they received a reward.

Configuring the bonus plan schedule and reset options for the reward: 1. Click the Schedule tab to configure the active days of the plan. 2. Select Daily.

3. Select All Stores to make the bonus plan available in all stores; otherwise, select Stores in this Replication Group and select the replication group in the drop-down list.

4. Click the Reset Options tab.

5. Select Employee can use card until total discount amount is reached. 6. Select Reset total discount amount every X.

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7. Select Month from the interval drop-down list. 8. Click Save.

9. Assign a card type to your bonus plan. If you have not created a Loyalty card type, click Save and click Yes, to continue. If you save the bonus plan without assigning it to a card type, you must cre-ate your card type in the Card Setup wizard and then assign the bonus plan to the card type in the Card Setup wizard.

10. Click Save.

Creating a Frequency-Based Bonus Plan

A Frequency-based bonus plan enables you to reward the member based on the number of times they visit your store. For example, you can create a bonus plan that rewards the member after they visit your restau-rant three times, and then again after five visits.

Scenario Description

You operate a casual coffee diner and offer an Aloha Loyalty card to your customers. The customer receives 25% off food items when they sign-up for their Loyalty card and again on their fifth visit. For example, the customer signs up for the Loyalty card and they receive an immediate 25% real-time discount on food items. To keep the customer coming back, you offer the customer another 25% off on every fifth visit.

Bonus Plan Details

Using this scenario, the following details help outline how to create the bonus plan: • The plan is a Frequency-based bonus plan.

• The customer receives 25% off at the time of sign-up. • The discount happens in real-time.

• The customer receives another 25% off after five visits.

The following procedure outlines the steps to configure your bonus plan. To create a real-time discount, you need to configure a comp or promo in the back-of-house (BOH) to accept a real-time discount in the front-of-house (FOH). For more information on configuring comps and promos for Loyalty, refer to Con-figuring Aloha POS for Loyalty.

Configuring a Frequency-based bonus plan:

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5. Select Frequency Based in the ‘Bonus Plan Type’ drop-down list.

6. Select either All Items or Select Category. ‘Select Category’ enables you to use specific items in categories on your bonus plan. In this example, select All Items.

7. Enter a start date and an optional ending date. 8. Click Save and Continue.

Adding the 25% off initial sign-up reward: 1. Click the Rewards tab.

2. Click Add.

3. Type the reward name. For example, “25% off Sign-up.” 4. Type 1 in the ‘Reward is earned every X visits’ text box.

10. Type 25 in the ‘Amount’ text box. This indicates the reward is 25% off.

c. Click Next, to return to the Bonus Plan wizard. 13. Click Save.

Adding the 25% off after five visits: 1. Click Add.

2. Type the reward name. For example, “25% off 5th Visit.” 3. Type 5 in the ‘Reward is earned every X visits’ text box.

9. Type 25 in the ‘Amount’ text box. This indicates the reward is 25% off.

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c. Click Next, to return to the Bonus Plan wizard. 12. Click Save.

5. Select Reset plan when member receives reward, if you are configuring multiple tier rewards. The plan resets when the member receives the last reward level.

You can optionally select ‘Never reset plan,’ if the reward is issued once. 6. Click Save.

8. Click Save.

Creating an Items-Based Bonus Plan

An Items-based plan enables you to reward the member based on the items they purchase, such as the quantity of items purchased, or you can track the items they purchase and reward the member after they purchase one of every item in a category. Use an Items-based plan to create a beer tour or dessert tour. For example, to emphasize your new dessert menu, create a bonus plan that rewards the customer after they purchase one of every dessert.

Scenario Description

You have a series of sports bars and specialize in offering over 100 different types of beers from around the world. You want to create a beer tour for your patrons and send them a t-shirt advertising your restaurant after they complete the tour. Each beer only counts once and the patron does not have to drink the beers in any specific order.

Bonus Plan Details

Using this scenario, the following details help outline how to create the bonus plan: • The plan is an Items-based bonus plan.

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• The customer receives a t-shirt from the corporate office after successfully completing the beer tour.

• You must configure your reset options.

You will need to know the customer’s t-shirt size; therefore, request the t-shirt size on the sign-up voucher. Refer to Loyalty Configuration wizard for more information on creating sign-up vouchers.

Configuring an Items-based bonus plan:

5. Select Items Based in the ‘Bonus Plan Type’ drop-down list. 6. Select Category in the ‘Eligible Items’ drop-down list. 7. Click .The Select Categories screen displays.

a. Select the categories that contain your beer in the ‘Unassigned Categories’ list box.

c. Click Next, to return to the Bonus Plan wizard.

8. Type a start date for the bonus plan. The system defaults to the current date; however, you can enter a date in the future. You can also type an optional ending date.

9. Select Allow Discounted Items to count towards rewards to enable the member to receive credit when you discount an item with a coupon or promotion.

10. Select Item only counts once toward plan rewards to prevent the member from buying their favorite beer 100 times.

3. Type the reward name. For example, “Free T-shirt.”

4. Type the number of beers the customer must purchase in the ‘Reward is earned when the member purchases X items’ text box.

5. Assign a reward priority to the reward, with 1 being the highest and 5 being the lowest. 6. Select Corporate Issued Reward from the ‘Reward Type’ drop-down list. A corporate issued

reward is not issued at the store at the time the member earns the reward, rather it is sent from the Corporate office at a later date.

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9. Click .

11. Select whether to print on the ‘Guest Check’ or ‘Voucher.’ 12. After completing your message, click Save.

13. Repeat Step 1 through Step 12 to add an additional reward. Configuring the bonus plan schedule and reset options for the reward:

5. Select Reset plan when member receives reward.

6. Click the Bonus Events tab, if you want to add a bonus event. 7. Click Save.

8. Assign a card type to your bonus plan. If you have not created a Loyalty card type, click Save and click Yes, to continue. If you save the bonus plan without assigning it to a card type, you must cre-ate your card type in the Card Setup wizard and then assign the bonus plan to the card type in Card Setup wizard.

9. Click Save.

Creating a Lottery-Based Bonus Plan

A lottery based plan enables you to offer your members a one in x chance at earning a reward. For exam-ple, you offer a one in 10 chance of winning a free coffee. Keep in mind that each person has a one in 10 chance of winning, so conceivably you could have five customers come in and each one win a free coffee. This is not the same as one out of every ten customers wins a free coffee. A Lottery-based plan is similar to a slot machine, where each person has the exact same odds of winning.

Scenario Description

Your bonus program in the casual coffee diner is attracting new business and is generating excitement with your customers. With the holidays fast approaching, you want to offer your loyal guests an added incentive to come in to your store and carry it past the holidays when business is typically slow. You create a bonus program that offers the customer a one in five chance at winning a large coffee each time they come in to the store and present their card. After creating the bonus program, assign it to an existing card, so that all your members are immediately eligible.

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Bonus Plan Details

Using this scenario, the following details help outline how to create the bonus plan: • The plan is a Lottery-based bonus plan.

• The customer has a one in five chance at winning a large coffee. • The plan resets after the customer wins.

• The plan is active from 11/1 through 1/31.

Configuring a Lottery-based bonus plan:

5. Select Lottery Based in the ‘Bonus Plan Type’ drop-down list. 6. Select All Items in the ‘Eligible Items’ drop-down list.

7. Type a current date in the ‘Start Date’ text box. The system defaults to the current date; however, you can enter a date in the future.

8. Type an ending date in the ‘End Date’ text box.

9. Type 5 in the ‘Each member will have a 1 in X chance to receive a reward at random’ text box. In the example for this scenario, the customer has a one in five chance of receiving a reward.

3. Type the reward name. For example, “Free coffee.”

8. Select Dollar Off in the ‘Discount Type’ drop-down list. 9. Type the amount of a large coffee in the ‘Amount’ text box.

11. Click . The Select Categories screen appears with all available categories from which you can select in the ‘Unassigned Categories’ list box.

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12. Select the eligible categories in the ‘Unassigned Categories’ list box and move them to ‘Assigned Categories’ list box. If you need to create or edit categories, click Category Setup.

13. Click Next. 14. Click Save.

5. Select Reset plan when member receives reward. 6. Click Save.

8. Click Save.

Creating a Points-Based Bonus Plan

A Points-based plan enables you to reward the member based on the number of points earned for the amount of money spent, or by the item purchased. For example, you can create a bonus plan that rewards the member a point for every dollar they spend, which is a basic one to one relationship. You can also cre-ate a Points-based plan where the member earns 10 points for every appetizer they purchase. With any Points-based plan, you set the number of points it takes to earn a reward.

Scenario Description

You want to reward the customer on the number of points earned. You create a plan that rewards the cus-tomer one point for every dollar they spend. When the cuscus-tomer reaches the 200 point level, they receive a reward voucher good for 50% off on their next visit. Once the customer receives a reward, the reward plan resets and the customer starts over.

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Bonus Plan Details

Using this scenario, the following details help outline how to create the bonus plan: • The plan is a Points-based bonus plan.

• The customer earns one point per dollar spent.

• The customer must earn 200 points to receive a reward. • The customer receives a 50% off voucher on their next visit. • The reward plan resets after the customer receives a reward.

Configuring a Points-based bonus plan:

5. Select Points Based in the ‘Bonus Plan Type’ drop-down list. 6. Select All Items in the ‘Eligible Items’ drop-down list.

7. Type a start date for the bonus plan. The system defaults to the current date; however, you can enter a date in the future. You can also type an optional ending date.

8. Select Allow Discounted Items to count towards rewards to enable the member to receive credit when you discount an item with a coupon or promotion.

9. Select Use Discount Price for Rewards.

10. Select Allow modifiers to count toward plan rewards. 11. Select Points per Unit Currency.

12. Click . The Welcome to the Points Conversion Wizard appears. a. Click Add.

b. Select your unit of currency in the ‘Currency’ drop-down list.

c. Type the points per unit and currency in ‘The member earns X point(s) per X’ text boxes. In this example, type 1 in the first text box and 1.00 in the second text box.

d. Click Save. e. Click Done.

3. Type the reward name. For example, “50% off Coupon.”

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4. Type the number of points it takes for the customer to receive the reward in the ‘Reward is earned when the member accumulates X points’ text box.

5. Assign a reward priority to the reward, with 1 being the highest and 5 being the lowest. 6. Select Reward Voucher from the ‘Reward Type’ drop-down list.

11. Select whether to print on the ‘Guest Check’ or ‘Voucher.’ 12. After completing your message, click Save.

13. Repeat Step 1 through Step 12 to add any additional rewards. Configuring the bonus plan schedule and reset options for the reward:

5. Select Reset plan when member receives reward. 6. Click Save.

7. Assign a card type to your bonus plan. If you have not created an Aloha Loyalty card type, click Save and click Yes, to continue. If you save the bonus plan without assigning it to a card type, you must create your card type in the Card Setup wizard and then assign the bonus plan to the card type in the Card Setup wizard.

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Configuring Aloha POS for Loyalty

The Aloha Loyalty program interfaces with the Aloha POS system, allowing you to apply Aloha Loyalty rewards to members who frequent your restaurant. You accomplish most of the configuration required for using Aloha Loyalty within the Aloha Loyalty program; however, you must do some minimal configura-tion within the Aloha POS system.

To configure the Aloha POS system to interface with Aloha Loyalty, you must do the following: • Define new Access Level settings for Aloha Loyalty features.

• Configure your FOH buttons. For Quick Service installations, you must add the Assign Member and Member Report buttons to the FOH, using Panel Editor. For Table Service operations, the Assign Member and Member Report buttons appear on the FOH Close screen automatically; how-ever, you configure the button text for these buttons using the Loyalty Configuration wizard. You configure the Member Information button for both products using the Loyalty Configuration wiz-ard.

• Set up Aloha promotions and comps for Aloha Loyalty.

Aloha Insight support recommends making your configuration changes well in advance of going live with Aloha Loyalty. You perform Aloha POS configuration changes using Aloha Manager. Your changes become available after the next End-of-Day.

Defining Access Levels for Aloha Loyalty

In Aloha Loyalty, you determine if the system allows manual entry of card numbers, the maximum times per day you can assign a member to a guest check in the FOH, and whether a card type requires manager approval to count towards member rewards. When an employee without sufficient access attempts to over-ride these settings in the Aloha POS system, the Manager Approval screen appears. Using settings in Access Levels, you can provide certain employees the ability to override the Aloha Loyalty configuration, without displaying the Manager Approval screen. These settings also allow these same employees to enter a password to proceed, when the Manager Approval screen appears for employees without sufficient access to override the Aloha Loyalty configuration.

To configure access level settings for Aloha Loyalty: 1. Log in to Aloha Manager.

2. Select Maintenance > Labor > Access Levels. The Access Levels function tab appears. 3. Select an access level, such as Manager, from the ‘Level’ drop-down list, and press Enter.

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4. Select the Financials 2. See Figure 1 for Table Service. See Figure 2 for Quick Service.

5. Select Loyalty Max Visits, if necessary.

Loyalty Max Visits — Enables an employee to go ahead and allow the check to count toward Loyalty rewards, as configured in the Loyalty program, after the member has reached the maxi-mum number of visits per day. This setting overrides the ‘Max Visits’ option in the Loyalty Con-figuration wizard.

6. Select Loyalty Manual Card #, if necessary.

Figure 1 Access Levels, Table Service

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Loyalty Manual Card # — Enables an employee to manually enter a Loyalty card number, with-out encountering the Manager Approval screen. It also allows this same employee to enter a pass-word to continue, when an employee without sufficient access attempts to manually enter the Loyalty card number. This setting overrides the ‘Must Use Mag Card’ option in the Loyalty Con-figuration wizard.

7. Select Loyalty Card Use, if necessary.

Loyalty Card Use — Enables an employee to approve the assignment of a member to a check for cards with ‘Require Manager Approval’ selected in the Card Setup wizard.

8. Click Save and exit the Access Levels function.

Adding Loyalty Buttons to the FOH

There are two required buttons for Loyalty FOH operations in the POS system, Assign Member, and Mem-ber Report. For Aloha Table Service installations, these buttons automatically appear on the FOH Close screen when you activate Loyalty; however, you can customize the text that appears on these buttons on the Member Lookup tab in the Loyalty Configuration wizard. For Aloha Quick Service installations, you must use Panel Editor to add and configure these buttons to appear on a FOH panel.

There is also an optional button for Loyalty FOH operations, Member Information. This button enables your employees to look up a member using an alternate form of ID, such as their driver’s license or phone number. For both Aloha Table Service and Aloha Quick Service, you configure this button in the Loyalty Configuration wizard.

Use the following tables to determine where you configure the Loyalty FOH buttons:

Adding the Assign Member Button

For Quick Service installations, you must add the Assign Member button to a panel, to enable you to assign and un-assign a Loyalty member to a check.

To add the Assign Member button to a panel for Quick Service: 1. Log in to Aloha Manager.

2. Access Panel Editor.

This section covers how to configure the Member Assign and Member Report buttons for Aloha Quick Service. Refer to Loyalty Configuration wizard > Member Lookup tab for information on how to configure the Member Assign and Member Report buttons for Aloha Table Service, and how to configure the Member Information button for both POS products.

Button Table Service Quick Service

Assign Member Loyalty Configuration wizard Aloha Manager > Panel Editor Member Information Loyalty Configuration wizard Loyalty Configuration wizard Member Report Loyalty Configuration wizard Aloha Manager > Panel Editor

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3. Select Open Existing Panel > Button Functions from the Commands menu and select a panel for editing.

4. Double-click an available button. The Edit Button dialog box appears. 5. Select Customer Information from the ‘Function’ drop-down list.(Figure 3)

6. Type a descriptive name for the button text. We recommend using ‘Assign Member’ because when you assign a member to a check, the button text changes to ‘Un-assign Member’.

7. Select Loyalty Member, located on the right side of the dialog box, which designates this button is for looking up Loyalty customers, not Delivery/Frequent Buyer customers.

8. Complete the text, background, and bitmap options, using the Preview window as a guide. 9. Click OK to return to the panel.

10. Select Save All Panels from the Commands menu and exit the Panel Editor function.

Adding the Member Report Button

For Quick Service installations, you must add the Member Report button function to a panel to enable you to print the Loyalty Member report to a local receipt printer. The report prints information pertaining to all bonus plans to which the member is associated, the credit earned up to the time of the current transaction, and how much credit the guest needs to receive additional credits.

To add the Member Report button to a panel for Quick Service: 1. Log in to Aloha Manger.

2. Access Panel Editor.

3. Select Open Existing Panel > Button Functions from the Commands menu and select a panel for editing.

4. Double-click an available button. The Edit Button dialog box appears. Figure 3 Customer Information Button Function (Quick Service)

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5. Select Customer Reward Report from the ‘Function’ drop-down list.(Figure 4)

6. Type a descriptive name for the button text, such as ‘Member\nReport’.

7. Select Loyalty Member, located on the right side of the dialog box, which designates the button is for running a Loyalty report, not a Delivery/Frequent Buyer report.

8. Complete the text, background, and bitmap options using the Preview window as a guide. 9. Click OK to return to the panel.

10. Select Save All Panels from the ‘Commands’ menu and exit the Panel Editor function.

Setting Up Aloha Promotions and Comps for Aloha Loyalty

When using Aloha Loyalty with the Aloha POS system, you define all promotions and comps for which all your guests are eligible, not just your Aloha Loyalty members, in the Aloha POS system. You define pro-motions and comps specific to your Aloha Loyalty members using the Loyalty Bonus Plans Setup wizard. However, if you define any bonus plan in Loyalty as a promotion with a ‘real-time discount’ reward type, to discount the guest check in the FOH, and report it correctly within the Aloha POS reporting system, you must set up a minimum of one ‘Loyalty real-time’ promotion in the Aloha POS system. Likewise, if you define any bonus plan in Loyalty as a comp with a ‘real-time discount’ reward type, you must set up a min-imum of one ‘Loyalty real-time’ comp in the Aloha POS system

Figure 4 Customer Reward Report Button Function (Quick Service)

The system considers any bonus plan in Loyalty with Real-Time Discount selected as the ‘Reward Type’ in the Bonus Plan Setup wizard as a real-time discount

Any Aloha POS promotion or comp in which you select ‘Loyalty Real Time’ is strictly for use when applying a Loyalty discount to a FOH check. You cannot place it on the FOH Promo or Comp Lookup screens, include it in a script, acti-vate it using an event, place it on a button on a Floor Plan screen, or place it on a panel in Quick Service. Doing so results in an error in the FOH.

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After you create the Aloha promotions and comps for Loyalty, you map each Loyalty real-time discount bonus plan to a promotion or comp in the Aloha POS system. You can map the Loyalty real-time discount bonus plans using a one-to-one-relationship, a one-to-some relationship, or a one-to-many relationship, depending on how you want them to report in the Aloha POS system.

Establishing a One-to-One Reporting Relationship

Using a one-to-one reporting relationship, you map each Loyalty real-time discount bonus plan to a match-ing promo ID or comp ID in the Aloha POS system, as depicted in the followmatch-ing example. This method allows you to report each Loyalty real-time discount under its own name in the Aloha POS system; how-ever, this type of detail is available in the Insight reporting system, and may not be necessary in the Aloha POS reports.

1. Create three promotions in the Aloha POS system, one for each real-time discount bonus plan, naming each promotion so that you associate it with the corresponding Loyalty bonus plan, and select ‘Loyalty Real Time’ for each.

2. Access each real-time discount bonus plan in Loyalty and select the corresponding promotion from the ‘Apply Promo to Check’ drop-down list or type the promotion ID in the ‘Enter Promo ID’ text box. In this example, select promo ID 10 for the first Loyalty bonus plan, promo ID 11 for the second bonus plan, and promo ID 12 for the third bonus plan.

Use the Reward Settings tab within the Loyalty Bonus Plan Setup wizard to map the Loyalty bonus plan to a promotion or comp in the Aloha POS system.

Aloha Loyalty Bonus Plan Promo

ID Aloha POS Promotion

‘5 Visits, 10% Off’ — 10 5 Visits, 10% Off

‘Buy $25.00, Get 10% Off’ — 11 Buy $25.00, 10% Off ‘Buy 10 Salads, Get 50% Off’ — 12 Buy 10 Salads, 50% Off

In the Loyalty program, only the Aloha promotions and comps for which you select ‘Loyalty Real Time’ display in the drop-down list.

Aloha Loyalty User Guide

Aloha Loyalty

Aloha Loyalty User

Guide

Table of Contents

About Aloha Loyalty

What is Aloha Loyalty?

What will Aloha Loyalty do for You?

Bonus Plans

Wizards

Reports

Getting Started with Aloha Loyalty

Ordering your Aloha Loyalty Cards

Signing Up for Aloha Loyalty Training

Configuring Aloha POS to work with Aloha Loyalty

Configuring your Aloha Loyalty Web Site

Configuring Aloha Loyalty Configuration Wizard

Creating your Card Types

Creating your Bonus Plans

Training your FOH Employees

Available Reference Materials

Aloha Loyalty Web Site

Aloha POS Manuals

Managing Aloha Loyalty

Using the Loyalty Member Wizard

Viewing Member History

Aloha Loyalty Reporting

Maintaining Excitement

Sample Bonus Plan Configurations

Creating a Be My Guest-Based Bonus Plan

Scenario Description

Bonus Plan Details

Creating a Currency-Based Bonus Plan

Scenario Description

Bonus Plan Details

Creating an Employee Comp-Based Bonus Plan

Scenario Description

Bonus Plan Details

Creating a Frequency-Based Bonus Plan

Scenario Description

Bonus Plan Details

Creating an Items-Based Bonus Plan

Scenario Description

Bonus Plan Details

Creating a Lottery-Based Bonus Plan

Scenario Description

Bonus Plan Details

Creating a Points-Based Bonus Plan

Scenario Description

Bonus Plan Details

Configuring Aloha POS for Loyalty

Defining Access Levels for Aloha Loyalty

Adding Loyalty Buttons to the FOH

Adding the Assign Member Button

Adding the Member Report Button

Setting Up Aloha Promotions and Comps for Aloha Loyalty

Establishing a One-to-One Reporting Relationship