This document will draft out the enablement plan for BK DE Loyalty. We will include risks to the launch and actions to take if those risks happen

Overview

Milestone	Status	Description
POS deployed	INP PROGRESS	Toshiba deploys the new version of the software, Loyalty-capable. By default the loyalty integration should remain disabled to allow testing before use.
RAM updated	IN PROGRESS	RAM must be configured to indicate whether a given store supports loyalty. This update should be made in advance to ensure only stores that participate in Loyalty result in the guest’s point balance being updated.
Loyalty tested on the POS	DONE	There are two main scenarios to test in-store March 5-6: Loyalty transactions on a participating store are processed successfully Attempted transactions on a non-participating store are rejected gracefully These tests will require to be synced with Kiosk test stores the following setup: Selected BK DE and RBI test users with Loyalty enabled on their apps Selected store(s) with loyalty integration enabled on the POS, for both scenarios Configure Content Filters in Store in Network so Loyalty API calls can work
Loyalty tested on the Kiosk	DONE	Like for POS, there are two scenarios to test in-store March 5-6: Loyalty transactions on a participating store are processed successfully Attempted transactions on a non-participating store are rejected gracefully These tests will require to be synced with POS test stores the following setup: Selected BK DE and RBI test users with Loyalty enabled on their apps Kiosk loyalty UI to be switched on the store where tests will be conducted. We recommend conducting this test outside normal operating hours, or using in-store communications to inform guests. Configure Content Filters in Store in Network so Loyalty API calls can work
Loyalty reset	IN PROGRESS	RBI change to zero the loyalty points balance for all users prior to activation. Need to start running ~2 weeks before launch date
Soft launch	NOT STARTED	Enabling loyalty (see detailed steps below) without announcements and CRM communications. The purpose would be to limit initial traffic - if any issues occur, they can be fixed with less impact to guests. Timeframe: 4 weeks for soft launch phase. We are aiming to Soft Launch on April 2nd, 2024
Go Live	NOT STARTED	The following changes must happen at the same time: BK DE to configure Content Filters for all Restaurant Networks so Loyalty API calls can work For sub-fzs BK DE will need to communicate / put in requirements that they will need to configure their own content filters Toshiba to switch on the loyalty integration for all stores (including non-participating stores) BK DE needs to send to Toshiba the list of which stores will be loyalty enabled vs. non-loyalty so Toshiba can begin their rollout by March 11, 2024 Kiosk providers to switch on the loyalty integration for all stores (including non-participating stores) BK DE needs to send to Tillster the list of which stores will be loyalty enabled vs. non-loyalty so Toshiba can begin their rollout by March 11, 2024 Kiosk providers to switch on the loyalty UI for all participating stores RBI to switch on the loyalty UI on the BK DE app

RBI Enablement Plan

BK DE to set in RAM Portal if a store has loyalty or not for all stores
1. The togglle Has In Restaurant Loyalty needs to be set for all restaurants
2. Has In Restaurant Loyalty needs to be True for stores that have loyalty in-store and False for stores that do not have loyalty enabled in-store

Note: if this is not set for all restaurants when we enable loyalty, all stores will accept loyalty.

Run script to clear loyalty points of users in the platform for the first time in Production
1. clear the loyalty account history of all users
2. create a transaction to ensure the sum of transaction loyalty points equals the user loyalty point balance
3. All existing users should have 300 loyalty points as initial points balance. The only transaction that should show in the is 300 initial point balance in the loyalty history page.
4. All new users should have 200 initial loyalty points added to their account.
Run script to clear loyalty points of users in the platform for the second time and right before launch in Production
1. Test using Snowflake. Query all users to ensure loyalty balance is set to 300 or 200 and loyalty transaction are cleared
Turn on Loyalty flags for all the users
1. All loyalty flags to be turned on are in this segment

Have QA team do a smoke test of the Loyalty Online flows
1. Milestone 2 - Production Testing [Online]
Work with BK DE team for them to test Loyalty Online and In-Store flows. Ask for team to bring friends and family to help mimic real restaurant. Setup two testing stores:
1. First store with Loyalty Enabled
2. Second store with Loyalty Disabled
Monitor the launch for the next 24 hours
1. Amplitude Dashboard: Leverage Loyalty KPIs we have in the UK and CH
2. Datadog Loyalty dashboard: Measure platform health in DE
Have weekly check points in the next 3 weeks to monitor launch

Content Managagement

Navigation Bar
- Add “MyCode” navigation option in the app and remove “More Information”
Vendor Config
- All Toshiba PLUs for Reward and Offers need to be included inside the Partner field in Sanity
- Users cannot redeem Rewards on Delivery service mode
Day Part:
- https://rbictg.atlassian.net/wiki/spaces/COG/pages/3657498694/Feature+Menu#Day-Parts
- Remove Day Part on Feature Menu;
- Remove Daypart from all items within Rewards
Double check on Lokalise Strings to ensure all strings are translated to German
- Change all “MyBK” strings to “MyBurgerKing”
- Update sign up / sign in strings in terms and condition
Loyalty static page
- Push the static page /myburgerking to production
Feature Loyalty UI
- Ensure all the fields are filled in for German and English languages and push to production
- Push to production Loyalty Not Authenticated dropdown to include loyalty incentive information for users to login. When users are logged out and click on “MyCode” navigation bar button, they will see this information.

CRM

Send-out timelines of each of the below deliverable to be confirmed by Mariann

Set up weekly standups to look at Amplitude Loyalty & CRM Dashboard
CRM Enablement plan

Campaign	Status	Link	Start Date
Postal Code	ACTIVE	Reference	27/3
T&C	READY	Reference	2/4
Confirmation email	IN PROGRESS	Reference	2/4
New Users Email	READY	Reference	9/4
New Users IAM	READY	Reference	9/4
Existing Users IAM	READY	Reference	9/4
Existing Users Email	READY	Reference	9/4
Dynamic Tier	READY		9/4
First Reward	READY		9/4

Rollback plan

Before we rollback we need to communicate to the guests that there will be a change in T&C contract.

Turn off In-Store Loyalty (impact majority of sales for BK DE)
- Change Identification Code Type to Static variation
Turn off Online Loyalty (impact small percentage of sales for BK DE)
- Change Enable Loyalty in the Apps to False

Toshiba Enablement Plan

Activation of function Monday / Tuesday night after EOD

disable payback screen
enable payback button in payment menu
enable MyBK or BK-App button

Tillster Enablement Plan

Tillster to run the following LogMeIn tasks

To enable Loyalty Stores:
- BKG - RBI - Loyalty - Enabled
To enable Non-loyalty stores:
- BKG - RBI - Turn to Non-Loyalty RBI store with ability to redeem offers from app
Completely switch off RBI loyalty and roll back the project (Payback will be enabled)
- BKG - Payback - Loyalty - Enabled (rollback from RBI)

Risks

Below we have mapped the potential risks to the BK DE Loyalty Program launch. On the agreed launch date, the table below will guide the Go/No-go decision.

	Risk Description	Impact	Likelihood	Mitigation Strategy	Go/No-go Decision
1	Less than 80% of franchisees have been onboarded.	High – poor UX, large potential impact on sales since many stores wouldn’t accept offers (high % of market sales).	High – very fragmented franchisee system, slow progress so far.	Escalate with franchisee. Align on specific %.	Not launch. Wait until % is reached.
2	Forter integration not complete.	Medium – fraud concerns, users could create multiple accounts to abuse initial point balance.	None – integration completed.	Engage with Forter’s technical onboarding team asap.	Launch, enable Forter post-loyalty launch.
3	Tillster hasn't complete full integration (i.e. multi-scanning, deposits).	Medium – Reward and Offers cannot be scanned multiple times in the same order in Tillster Kiosks	Low – Tillster has committed to mid December to finish multi-scanning and deposits Dev work	Follow up with Tillster weekly on Dev work progress	Launch, have clear communication in Tillster Kiosks letting users know they can only scan once. Have plan to enable multi-scanning in next couple of weeks
4	Ops trainings not complete.	High – Loyalty launch requires a significant change in customer behavior which needs to be supported by stores' team members.	Low – Loyalty flows for stores with loyalty are aligned. Pending alignment on stores w/o loyalty.	Share with all franchisees training for loyalty and non-loyalty restaurants.	Not Launch, wait until training is complete.
5	Comms not ready.	High – guests might not understand the loyalty program.	Low	Follow up with BK DE	Not Launch, wait until communications are ready.
6	Reporting not ready.	Low – this will not affect the user journey.	Medium – work still ongoing as of end of Nov. Requires coordination with Sotec.	Have weekly checkpoints with Sotec. Track on Monday.com.	Launch. Send data manually until required reports are ready.

Enablement Plan & Risks