Inmar’s Digital Promotion Platform: Customer Service Application

User Guide

Version 1.4.0

August 2013

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®, Inc. CONFIDENTIAL. Not to be reproduced or distributed without written permission from Inmar.

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Introduction .......................................................................... 3 Overview .............................................................................. 3 The Customer Service Application .......................................... 3 Getting Started ...................................................................... 4

My Account Settings ............................................................... 4 The Navigation Bar.................................................................. 5 Internet Browser Support ....................................................... 5 Feedback ................................................................................. 5 Help & Support ....................................................................... 6

Customer Search ................................................................... 6 Individual Customer Records .................................................. 8 Shopping Trips ........................................................................ 8 Customer eWallet ................................................................... 9 Available Offers ..................................................................... 10 Customer Service Offers ....................................................... 10 Recently Expired Offers ........................................................ 12

© 2013 Inmar

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Introduction Welcome to Inmar’s Digital Promotion Platform! The purpose of this document is to provide a high-level overview of Inmar’s Digital Promotion Platform and the Customer Service Application. This document provides the necessary steps to manage and execute customer relations via consumer tracking and customer care promotions with Inmar. This manual describes the major features of the current application and includes detailed instructions for each required step. This document is intended for both external users as well as Inmar personnel.

Overview Inmar’s Digital Promotion Platform is a technology platform that takes a simple, step-by-step approach to data management, while allowing users to work with applications for a centralized view of product, promotion, and sales information in a single, easy-to-use system. Furthermore, in conjunction with Inmar’s Offer Manager tool, the Customer Service Application gives users the ability to issue customer care promotions directly to a shopper’s digital wallet in real-time, enabling customer service reps to cater specifically to their individual shoppers’ needs.

The Customer Service Application Inmar’s Digital Platform lets you manage all of your digital offers in one system by using several applications—taking the guesswork out of planning, creating, and managing promotions and consumer relations. As an integral piece of Inmar’s Digital Platform, the Customer Service Application focuses on individual consumer look-up and customer issue resolution. No longer are you tasked with calling multiple vendors, logging into different systems, or searching for different data elements in order to understand and manage shopping trip issues. Inmar’s Customer Service Application provides the means to execute your customer service needs in one place.

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Getting Started First, access the site using the following link: https://customer-service.dpn.inmar.com/

1. Enter your Inmar-provided Username and Password, and click Login. If you do not

have a username and password, please contact Inmar at DPNSupport@inmar.com. 2. If you forget your password, or receive an error message, please contact your Inmar

representative or email DPNSupport@inmar.com.

My Account Settings To log out of your current session, click the My Account tab at the top of the page and select Logout.

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Your account settings and user permissions are automatically configured and managed by Inmar and are based on your subscription status. To change your permission levels, or to learn more about additional functionality, please contact your company’s admin or an Inmar representative at DPNSupport@inmar.com.

The Navigation Bar When using Inmar’s Customer Service Application, you will arrive on the Customer Search page for your individual consumer look-up. You may return to this page at any point by selecting the Customers tab located in the navigation bar at the top of every page within the application.

Internet Browser Support Today, Inmar’s Customer Service Application is optimized for use with many of the leading internet browsers on the market today, including:

1. Internet Explorer 8 2. Mozilla Firefox (version 18) 3. Safari (version 5) 4. Google Chrome (version 22)

Additional browser support options are in development; please reference this document for a full list of supported browsers in future releases.

Feedback In order to receive your feedback on Inmar’s products, Inmar has incorporated a Feedback link located in the application’s page footer. Clicking this link will allow you to draft an email that is routed directly to Inmar’s Digital Product Team. Please use this feature to submit new ideas, comments, or suggestions about our products and services regarding the Customer Service Application.

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®, Inc. CONFIDENTIAL. Not to be reproduced or distributed without written permission from Inmar.

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Help & Support For technical support inquiries, email support is available via the Support link also located in the application’s page footer (see below). Clicking this link will take you to a new web page where you can log information relating to your complaint or inquiry, as well as personal contact information so an Inmar support representative may contact you with support, advice and feedback. You may also send an email to DPNSupport@inmar.com, or contact your Inmar account representative directly for personalized support.

Users may also access the user manual at any time by clicking the User Manual link in the footer. This will generate a pdf-style web version of the manual to save or download. Check back frequently to obtain the latest version.

Customer Search The ability to look up an individual shopper and track their unique purchase history from start to finish is one of the core features of Inmar’s Customer Service application. Upon selecting Customer Search from the Customer dropdown, you will be directed to the Customer Info page- an overview table of the shopper data elements necessary to identify and manage your consumers: First Name, Last Name, City, Primary Phone, and Alternate Phone.

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To filter customers that appear within this table, you may use the following options, located in the left sidebar on the page:

1. First Name 2. Last Name 3. Email 4. Customer ID/ Loyalty ID 5. (optional) Alternate ID – if Alternate ID is captured with shopper registration 6. Phone

Click on any or all of these entry field(s) and type in information you wish to search by. After entering all of your desired filters, click Search at the bottom of this filters column, and the Customer Info table to the right will be updated to display this selected set of filtered shoppers. *Note: In order to successfully search for customer records, the filter criteria entered into any of the filter fields must be an exact match. For example, to filter for customer(s) named “Mike”, searching for a partial match by entering “Mik” in the First Name filter field will not return any records. This exact match requirement is applied to all filter fields.

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Individual Customer Records

To view an individual Customer Record, click on the corresponding eyeball icon that appears in the column left of the customer’s First Name cell. From this page, you have the ability to (1) View Shopping Trips of this particular customer, (2) View Available Offers for this particular customer that currently appear on your public-facing coupon portal, (3) View Customer Service Offers-- “make good” offers created by your organization that will never appear on your public-facing coupon portal, and (4) View Recently Expired Offers that were once available to consumers on your coupon portal but have since expired.

Shopping Trips

The Shopping Trips page has two parts:

Transaction History for the selected customer, with basket-level UPC detail

The selected customer’s Digital eWallet The Transaction History information is presented in a table at the top of the Shopping Trips page. By default, this table displays the shopper’s last five in-store transactions, with each row specifically providing details about each trip: Transaction ID, Date & Time, Store, Lane, Items Purchased, Incentive Count, Total spend. To view transactions farther back than the last five, use the paginated tabs that appear below the Transaction History table.

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To view more detail about an indivial transaction, click on the corresponding basket icon that appears in the column left of the Transaction ID cell. This will expand a listing of all UPCs included in the basket for this particular transaction, as well as any digital coupons applied at Point-of-Sale.

Customer eWallet

Below the Transaction History section of the Shopping Trips page is a real-time view into this particular shopper’s Digital eWallet. The digital coupon information here is split into three tabs, to represent the varying statuses of an incentive with regards to this specific shopper:

Clipped: listing of all digital coupons that this consumer has acquired and are currently available for in-store redemption

Redeemed: listing of all digital coupons that this consumer has redeemed with a Point-of-Sale transaction

Expired: listing of all digital coupons that this consumer at first acquired but then never utilized for redemption before the coupon reached expiration

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To view more detail about any individual incentive here, click on the corresponding Coupon Title hyperlink; this will take you to an Offer Details page that is similar to the information presented in Inmar’s Offer Manager Application.

Available Offers & Customer Service Offers

The Available Offers page displays a listing of all active offers (ie offers that have not yet reach their Publish End Date) that are running on your live coupon portal site(s). From this page, users of Inmar’s Customer Service Application have the unique ability to apply these available offers directly to the specificed shopper’s eWallet, with no required action on the consumer’s behalf to acquire the offer. To add an offer to the selected shopper’s eWallet, simply click the Clip button that appears in the column left of the Artwork cell for a corresponding offer.

The Customer Service Offers page has the same interface and functionality as the Available Offers page; the main difference is that this listing on the Customer Service Offers page is specifically for “Make good” offers that your organization creates and authorizes using Inmar’s Offer Manager Application. These “Make good” offers will never appear on your public-facing

© 2013 Inmar

®, Inc. CONFIDENTIAL. Not to be reproduced or distributed without written permission from Inmar.

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coupon portals but rather, can be applied directly to a shopper’s eWallet using the Customer Service Application. Users of the Customer Service Application can then provide exemplary consumer care to shoppers who may have experienced unsatisfactory in-store experiences by giving them unique Customer Service offers. Clipping either Available Offers or Customer Service Offers to a shopper’s eWallet adds the incentive in real-time, making the offer immediately available for redemption to the selected consumer.

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®, Inc. CONFIDENTIAL. Not to be reproduced or distributed without written permission from Inmar.

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Recently Expired Offers

For reference, the Recently Expired Offers page displays a listing of all previously Available offers that have reached their configured Expiration Date within the last 30 days. Similar to the other offer pages within the Customer Service Application, offer details can be found for any of the Recently Expired Offers by clicking on the corresponding Coupon Title hyperlink.