57 lines
2.3 KiB
Markdown
57 lines
2.3 KiB
Markdown
---
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title: "Customer 360"
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type: OpenSpec
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status: Draft
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domain: Customer Management
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---
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# Customer 360
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## Requirement Definition
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A centralized dashboard providing key information about a customer, giving a real-time view of customer behavior, balances, cards, and transaction statistics.
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## Process Flow
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### Pre-Conditions
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- Users must have access rights in the "Customer Profile" module and select a customer to view the dashboard.
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## Business Rules
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### Dashboard Components
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#### 1. Customer Information
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- Summarized view of the customer's profile (name, CIF, status, etc.). Allows edit/delete actions from a pop-up.
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#### 2. Customer's Rewards Statistic
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- **Points**: Total available points.
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- **Cash back**: Total available cash back.
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- (Uses system date to determine balance bucket periods).
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#### 3. Account / Card Information
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- Lists all of the customer's accounts and cards.
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- If there are no cards, it shows just the accounts.
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- Columns include: Account Type, Account No, Card No, CIF, Card Status, Indicator, Expiry, Account Block Code, Account Status, Open Date.
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#### 4. Transaction Statistic
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- **Line Chart**: Shows fluctuation in balance (Earned/Redeemed/Adjusted) for a selected pool over a specified period (This month, Last month, Last 3/6 months). Data from TRANSACTION table.
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- **Combo Chart**: Illustrates relationship between total number of transactions (line) and total transacted merchants (bar) over a specified period.
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#### 5. Customer Activities
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- Logs loyalty program actions (enroll, earn, redeem, transfer), feedback/reviews, email engagement, and account management events.
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- Filterable by timeframe.
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#### 6. Customer Segmentation
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- Shows the demographic (Gender, Age, Marital Status, Income) and behavioral (Frequency, Membership class, Purchase channel, Hobby) segments the customer belongs to.
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#### 7. Most Redeemed Items
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- Displays the top N (configurable, default 10) redeemed items of the customer.
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- Shows Item Code, Name, Category, Quantity, Points used, Cash amount used.
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- Data from CAT_CATALOGUE_TRANS_DETAIL ordered by quantity descending.
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#### 8. Balance Information
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- Summary of all Pool balances for the customer.
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- Shows Pool ID, Pool Name, Balance (sum of all buckets), Redeemable Balance (non-expired/available), Earliest Expiring Balance and Date.
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## Post-Conditions
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- Strategy guide for personalized experiences.
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