We are constantly trying to improve our processes and one area we found that needed significant improvement was around our Platform's Lifecycle Management. When we say Platform Lifecycle we are referring to the stages of a program eg 'Implementation' 'Live' 'Closed' etc.
There are several problems we identified with the current way it works:
- No way to manage when a platform goes live
- No process around platform closure
- Anyone can create a program on Reward Manager which affects our overall statistics
- The program management interfaces are confusing and include product-related settings which are not necessary
- There is no history of the changes made to a platform
- There is no way to manage SmartSpending (Discounts) on a program in isolation
Having looked at the above, we've done a series of changes that will aim to fix these issues:
Platform Management Interfaces are now tidied up to only show relevant Information
As you can see from the image above, we've removed (or moved) all unnecessary settings from this page and made it really simple and easy to use. All of what you see here are directly related to managing this platform.
We've also made significant changes to how a platform goes live. Firstly you can no longer create a new program with a "Live" status. You also no longer have to input the live dates as these will now be recorded as a part of the "Go Live" process.
So how do you launch a platform? Once the implementation process is complete there will be a Go Live button visible on your program.
Once clicked, it will ask you to confirm that you have received signed contracts from the client before launching the program.
Note: You will need to have a Salesforce Opportunity that is Won before you can launch the program.
Closing down platforms
Closing down a program can be tricky as we have to begin a series of actions against that program. When you want to close down you can click on the "Close Programme" button on your program to begin this process.
Once clicked, it will ask you to confirm by typing in the platform name, it will also inform you of what it will affect. i.e. we will revoke all members and give them 60 days to withdraw their cashback before closing down access to the platform completely.
Note: Once marked as closing, the platform will now automatically close after 60 days, stopping members from logging in.
The way you manage SmartSpending (Employee Discounts) has also changed. We've moved all SmartSpending related settings into one place and removed them from the program management interface.
SmartSpending will now appear as a module under the Smart Dashboard (Like any other product). Enabling / Disabling this will result in discounts being enabled or disabled on the platform.
All SmartSpending related settings can also be managed here quite easily as shown below.
All changes are logged for auditing purposes
All changes made to a program are now logged (behind the scenes) for auditing purposes. This means when it comes to managing an incident we can see exactly what went wrong and where.