Contents

Purpose

This document aims to explain in detail how BK ES will migrate their Loyalty system from SessionM to RBI. Prior understanding of the RBI Loyalty API is required.

Assumptions

• SessionM is a third party Loyalty engine (like Salesforce is for CRM - Session M is for Loyalty)

• The BK ES apps (native) are provided by Airtouch, using BE integrations with Homeria for guests (including authentication) and delivery orders (menu, restaurant, prices), and with Airtouch for collection orders

• Both the Airtouch and Homeria back end services integrate with SessionM for loyalty

• User data and authentication of users is entirely managed by Homeria

• WinRest and Tillster call SessionM directly for Loyalty. There is no integration with Airtouch or Homeria

• Kiosks do not show the guest’s Loyalty Tier

• Rewards are configured in SessionM (Rewards Store)

• Offers/Coupons are just PLU’s with a set price, and they are not available on delivery so they are only configured in Airtouch

• Website is Homeria (both FE and BE)

• It is possible to authenticate SessionM transactions using an email address (there is an endpoint to retrieve the SessionM ID using an email address)

• The Airtouch app does not allow scanning offers to add them to the basket on the Kiosk or POS. Instead, there is only a static loyalty code to authenticate.

• To add offers while ordering on a kiosk, guests need to be logged into the Airtouch app, see the offer code and input it in the kiosk

Decisions

Points expiry

• Phases 0 and 1 - doesn’t matter because RBI is not the master of loyalty

• Phase 2:

  • Import loyalty data including earn and burn transactions for the last two years

  • Run the loyalty points expiration on our side

  • Update the loyalty points balance to match SessionM

  • From this point onward, rely on the RBI loyalty points expiration process

Loyalty Tiers

• We will disable downgrades from Superking to King during the migration, to avoid guest frustration

  • We propose during the migration (Phase 1-3) to change the requirements for users to move from Loyalty Tier 2 to Loyalty Tier 1 in Sanity to 6 months. In this way, no users would be downgraded Tiers during the migration. In this way, no Development work would be needed.

Cancellations and refunds

• There are no gaps with cancellations and refunds initiated by the POS, since they will use both the RBI and SessionM API’s

• For cancellations and refunds currently handled in SessionM, during the transition period support staff will continue to use SessionM and, in addition, will repeat the operation on the RBI Support Tool

• This will guarantee that cancellations and refunds result in the same loyalty points balance in both RBI and SessionM

Phase 0 - Test RBI Earning

Change of plans in March: loyalty data will not be kept synchronized as guests will continue to burn on Session M, but in RBI we will only record earning transactions.

The purpose of this phase is to test that the RBI Loyalty API is able to handle the load by processing earn transactions.

Plan

• Expected to run for weeks

• Guests will earn but not burn. Change of plans in March: guests will continue to burn, because RBIberia does not want to risk a drop in sales by preventing burn.

• All clients apps (Airtouch, Homeria, Winrest, Tillster) will continue to record loyalty transactions on Session M (no integration to RBI loyalty yet).

• Change of plans in March: all client apps will also send earn transactions to RBI (burn transactions will not be sent). The purpose is to test the RBI system’s performance and ensure that we record loyalty transactions accurately.

• During this phase, we will compare transactions between RBI and SessionM (although the loyalty points balance is not expected to match).

• Guest and loyalty data (including email addresses, loyalty points balance, loyalty tier and loyalty transactions) will be migrated from SessionM to RBI, as a one time data dump and load before Phase 0 starts

• Change of plans in March: loyalty data is no longer required before Phase 0. Loyalty User ID’s should still be included in the user data sync described below that happens before Phase 0.

• Guest accounts will be synced between RBI and Homeria

• The above will be accomplished by extracting data into a CSV file which will be obtained from Homeria and placed in an RBI S3 bucket, and ingested with a script. SessionM data (loyalty transaction, expiration of points, tiers, etc) is not needed.

• At the end of the data migration above, RBI will provide a list of RBI Cognito ID’s, RBI Loyalty ID’s and email addresses for all users, to be imported by Homeria

• The RBI app is not live (all guests will use the Airtouch app)

• There will be no users created via the RBI apps (only via the Airtouch app or Homeria website)

• When users are created in the Airtouch app or the Homeria website, Homeria will call the RBI Create User endpoint to ensure that users are in sync. This endpoint will also create a Loyalty user in RBI.

• The endpoint above will be modified to respond with the RBI Loyalty ID, which will then be stored in Homeria to be used during Phase 1 to generate RBI OTP’s. The RBI Loyalty ID will then be made available by Homeria to the Airtouch app

Scenarios

Mobile order, click & collect

• Guest opens the Airtouch app

• Guest fills their basket and completes the order

• As part of the order process, the app calls the Airtouch BE

• Airtouch BE updates SessionM

• Airtouch BE updates RBI Loyalty

  • Call Identify by sending the email address

  • Call Transaction Update (CLAIMED) with an empty basket

Mobile order, delivery

• Guest opens the Airtouch app

• Guest fills their basket and completes the order

• As part of the order process, the app calls the Homeria BE

• Homeria BE updates SessionM

• Homeria BE updates RBI Loyalty

  • Call Identify by sending the email address

  • Call Transaction Update (CLAIMED) with an empty basket

Website order (only delivery allowed)

• Guest opens the Homeria website

• Guest fills their basket and completes the order

• As part of the order process, the app calls the Homeria BE

• Homeria BE updates SessionM

• Homeria BE updates RBI Loyalty

  • Call Identify by sending the email address

  • Call Transaction Update (CLAIMED) with an empty basket

In-store order on a Tillster kiosk

• Guest opens the Airtouch app or Homeria website and asks to show the Loyalty ID / SessionM ID

• Airtouch app / Homeria should already have the static SessionM ID in the session

• Guest scans the SessionM ID on the Tillster kiosk and authenticates (this returns the email address)

• Guest fills up their basket and completes the order (this retrieves the basket price calculation)

• Tillster creates a loyalty transaction in SessionM

• Tillster creates a loyalty transaction in RBI

  • Call Identify by sending the email address

  • Call Transaction Update (CLAIMED) with an empty basket

In-store order on WinRest POS

• Guest opens the Airtouch app or Homeria website and asks to show the Loyalty ID / SessionM ID

• Airtouch app / Homeria should already have the static SessionM ID in the session

• Guest scans the SessionM ID on the scanner and authenticates (this returns the email address)

• Guest/operator completes the order (this retrieves the basket price calculation)

• WinRest creates a loyalty transaction in SessionM

• WinRest creates a loyalty transaction in RBI

  • Call Identify by sending the email address

  • Call Transaction Update (CLAIMED) with an empty basket

Changes needed

Phase 1 - Test RBI OTP

Plan

• All client apps will start using the RBI OTP to identify guests when making in-store purchases. To show the OTP during in-store orders only, both the Airtouch app and Homeria website need to call the Create OTP endpoint,. See documentation about this endpoint here: https://rbictg.atlassian.net/wiki/spaces/IBC/pages/4460904510/BK+ES+Loyalty+Transaction+-+API+Endpoints+Doc#%5BWEB%2FAPP%5D-Create-OTP

• Loyalty transactions will be done primarily on SessionM, and RBI after (earn transactions only).

• SessionM transaction history will not be migrated yet

• Registration and authentication on the Airtouch app or Homeria website will continue to use Homeria

• New users created on the app or website will continue being synchronized from Homeria to RBI using the same endpoint we used in Phase 0.

Scenarios

Mobile order, click & collect

No changes from Phase 0.

Mobile order, delivery

No changes from Phase 0.

Website order (only delivery allowed)

No changes from Phase 0.

In-store order on a Tillster kiosk

• Guest opens the Airtouch app or Homeria website and asks to show the Loyalty ID

• Airtouch app / Homeria website calls the RBI Create OTP endpoint

• Guest scans the OTP on the Tillster kiosk

• Tillster calls the RBI Identify endpoint and uses the OTP to authenticate the guest. Identify responds with a Transaction ID, RBI Loyalty User ID and the guest’s email address

• If guest wants to use offers/cupones, they would input their code directly in the kiosk. These offers are not configured in RBI

• Guest completes the order

• Tillster updates SessionM, using the email address retrieved previously

• Tillster updates RBI Loyalty (this should be similar to what happens today on PLK ES):

  • Call Transaction Validate

  • Call Transaction Update (CLAIMED) with an empty basket

In-store order on a WinRest POS

• Guest opens the Airtouch app or Homeria website and asks to show the Loyalty ID

• Airtouch app / Homeria website calls the RBI Create OTP endpoint

• Guest scans the OTP on the WinRest QR reader

• WinRest calls the RBI Identify endpoint and uses the OTP to authenticate the guest. Identify responds with a Transaction ID, RBI Loyalty User ID and the guest’s email address

• If guest wants to use offers/cupones, they would ask the cashier to add the offer code to their order. These offers are not configured in RBI

• Guest completes the order

• WinRest updates SessionM, using the email address retrieved previously

• WinRest updates RBI Loyalty (this should be similar to what happens today on PLK ES):

  • Call Transaction Validate

  • Call Transaction Update (CLAIMED) with an empty basket

Changes needed

Phase 2 - Test RBI Loyalty

Plan

• During this phase, RBI will become the master for loyalty data, and SessionM will be used as a backup in case we need to roll back.

• When Phase 2 starts, we need to import the last two years of loyalty transactions from SessionM, to make history available to guests (on the Airtouch app now, and when they later switch to the RBI app). The import process will be as follows:

  • All loyalty (earn) transactions made to date will be voided. We need to void instead of deleting, because data in Snowflake cannot be deleted.

  • An extract will be taken from SessionM, covering the last two years of transactions and the current loyalty points balance. Each transaction record needs to include the date and time when the transaction took place, loyalty points, whether earn or burn, channel, if the burn is due to spending rewards of points having expired.

  • The extract will be loaded into RBI, after which the expiration points feature will be switched on. This will expire all loyalty points that were accrued over 6 months ago, rounded to the nearest month end.

  • At this point the RBI loyalty points balance will not match SessionM’s because it doesn’t have the full transaction history. So we will calculate the loyalty points balance on RBI based on the total of transactions and compare with the current SessionM balance for each user.

  • Finally, we will record a single remediation transaction per user with the difference, to make the loyalty points balance in RBI match SessionM.

• Airtouch app and Homeria website will need to call the Get Loyalty User endpoint, using the RBI Loyalty User ID as input. Get Loyalty User will return RBI loyalty points balance, tiers and guest email.

• Rewards will be configured in Sanity.

• Configure the generic PLU for rewards

• RBI rewards become active on the Airtouch app and the Homeria website, and guests are able to redeem them when making collection, delivery or in-store orders (requires the app to retrieve rewards from RBI)

• Reward redemption should use the RBI Loyalty API version that was customized for RBIberia: RBI Iberia | Loyalty POS/Kiosk Integration

Changes needed

Fraud Scenarios sign off

Our loyalty program for PLK was adjusted to consider the following:

• Points should only be assigned when order is delivered or picked up

  • If the transaction is burn only - points are substracted when order is placed

  • If the transaction is earn only - points are assigned when order is delivered or dropped off

  • If the transaction is earn + burn -

    • Output is user earnt points are > than burnt points - points are adjusted when order is delivered

    • Output is user burnt points > that earnt points - points are adjusted when order is placed

Since Homeria and Airtouch do not have this functionality configurable, RB Iberia has accepted this edge fraud case for phase 2 until we switch to white label app, i.e. all points will be awarded as payment is placed. RBIberia acknowledged on April 4th 2024 -

Phase 3 (white label app migration)

Plan

• The BK ES website (currently Homeria) will be replaced with the RBI white label website by pointing the BK ES domain(s) to RBI servers

• The BK ES app (currently Airtouch) will be replaced with the RBI white label app by releasing to the App Store and Google Play Store

• Over time, older versions of the Airtouch app will stop being used

• When the number of Airtouch users reaches an agreed threshold, force update will be enabled

• When the number of Airtouch users reaches an agreed threshold, Homeria and Airtouch back end systems can be switched off

Changes needed

RBI Endpoints

The RBI Loyalty API endpoints are documented here: Loyalty API

In addition, these will also be used:

Open questions

• Point expiration

  • Point expiration will be set to 180 days and will expire at the end of each month (confirmed by @Raúl Moreno)

  • We will only migrate user’s point expiration based on their active loyalty points. Past loyalty points expiration from previous point balance will not be migrated.

    • ACTION: @Raúl Moreno to confirm by April 3

  • After migration, RBI point expiration dates will be different from SessionM since SessionM will expire points daily and RBI will expire points at the end of the month (confirmed by @Raúl Moreno)

  • Confirm how SessionM will send us the point expiration date

    • ACTION: @Raúl Moreno to confirm by April 3

• Loyalty Tiers

  • Users will be able to upgrade tiers. Can you confirm how many crowns users need to earn and in how much time for them to become Tier 2?

    • ACTION: @Raúl Moreno to confirm by April 3

  • Users that are in Tier 2 will continue in Tier 2 for the next 6 months once the migration starts  (confirmed by @Raúl Moreno)

• Loyalty Transactions

  • Two years worth of loyalty transactions will be migrated to the RBI app at the end of Phase 1 (confirmed by @Raúl Moreno)

• Cancellations

  • Vendors will send us cancellations using the VOID endpoint (confirmed by @Raúl Moreno)

  • Customer Support team will also have access to the support tool and will cancel orders in RBI support tool as well as Session M support tool only in Phase 2 and onwards (confirmed by @Raúl Moreno)

• When to send Identify and Update Transactions

  • Raul raised potential fraud implications for order to be identified and claimed only when the order is picked up/ delivered for mobile ordering

    • Potential solutions: Homeria creates 2 orders - (1) to claim Rewards only and deduct points right after payment is complete and (2) to earn points after order is delivered or picked up

    • Implications: If the above solution is chosen, then to cancel orders Homeria will need to VOID both order 1 and order 2 to void complete order

    • ACTION: @Raúl Moreno to confirm which solution to be used by April 3

Next actions

• Phase 0:

  • Confirm that we can retrieve loyalty data from SessionM to be ingested by RBI (Miguel-Romero, Almudena)

• Phase 1:

  • Confirm that the existing user sync endpoint can be modified to return the RBI Loyalty ID in addition to the Cognito ID (Miguel-Romero, Almudena)

  • Confirm that Get User Details returns the loyalty points balance and tier (Silva, Carlos)

  • Share testing environment details with all vendors (Lopes da Costa, Valentina)

  • Provide example payloads for endpoints not documented in the standard Loyalty API documentation (Francisco Paglia)

• Phase 2:

  • Define how rewards will be handled (Silva, Carlos)

Change Log

• In March 2024 there were two changes of plans:

  • To continue to burn rewards throughout Phase 0, to minimise impact on sales. This means that burn transactions will be sent to RBI, and the loyalty points balance will not match between RBI and SessionM

  • To change the Loyalty API interface allowing authentication with an email address, to reduce the number of calls made by POS/Kiosks