Nordic A-Club 2.x loyalty journey/engagement

This initiative is a continuation of the work done during A-club 2.0. Since then, Norway has been established on the loyalty platform, Sweden has taken the next step, and a new Nordic framework agreement has been signed with the supplier Awardit. This opens the door to connect Finland and Denmark.

This Nordic loyalty initiative, once implemented, will collectively enhance customer and business value as well as improve the customer experience.

This initiative has 3 subareas/epics.

1. We need to increasingly integrate customers' A-club data into our own My Pages on the websites and our app to enhance the customer experience of being able to access all relevant data and information on our own websites and app. The primary data we want to expose to customers include the balance of earned points, the current A-club level (e.g., for SE: Blue, Iron, Bronze, Silver, and Gold), both in text and through a graphic icon. Exposing this data in ACE is also desired to make it easy for an employee to identify that a customer is a member of our customer clubs.

1. We need to establish an API from Ahlsell to Awardit. Today and previously, Ahlsell provides Awardit with customer, transaction, and campaign data at the customer level through monthly files sent by automatically set up emails. This is an unsustainable way to distribute data, and with more countries and corporate companies waiting to join A-club and Awardit’s platform, this becomes even more relevant. An API would open up possibilities for Awardit to act on our data (at the customer level) more promptly and would create increased flexibility. For instance, we could distribute data to Awardit via the API that contains customers with "A-club J" from HA0502 in Vivaldi, enabling us to avoid the mismatch with customers between Vivaldi and Awardit’s database today. Data such as changes in a customer's credit rating, sales stop status, address, or contact person can also be directly distributed to Awardit via the API so action can be taken. Overall, an API would significantly improve the customer experience as all data exposed to customers through Awardit would be more accurate and relevant. Ultimately, this will lead to increased customer satisfaction.
   

3. Optional but not blocker:
We need to implement a Single Sign-On (SSO) solution that allows customers who are members of A-club to seamlessly log into their member pages on Awardit’s website. Currently, usernames and passwords are used for login, which creates a poor user experience as customers log in to a site outside Ahlsell’s digital ecosystem. Additionally, there are customer issues with forgotten passwords and, from a security perspective, it is not secure to have customer-chosen passwords.