Loyalty Programs
Reward your loyal clients and encourage repeat visits with Putra's loyalty program feature. This guide covers setting up programs, tracking points, and managing redemptions.
Overview
Loyalty programs help you:
- Reward repeat clients
- Encourage regular visits
- Build client retention
- Track engagement
- Offer special perks
Accessing Loyalty
Navigate to Loyalty in the clinic sidebar to manage your loyalty programs.
Setting Up a Loyalty Program
Creating Your Program
- Go to Loyalty
- Click Create Program (if no program exists)
- Or click Edit Program to modify existing
Program Configuration
| Setting | Description |
|---|---|
| Program Name | Display name (e.g., "Putra Paws Club") |
| Description | Brief explanation for clients |
| Status | Active or Paused |
Points Structure
Define how clients earn points:
Visit-Based Points
| Trigger | Points Awarded |
|---|---|
| Per Visit | Fixed points per appointment |
| Per Amount Spent | Points based on invoice total |
| Per Service | Different points for different services |
Example Configuration
Base: 1 point per €10 spent
Bonus: 5 points per vaccination
Bonus: 10 points per wellness exam
Reward Tiers
Set up rewards clients can redeem:
| Reward | Points Required | Description |
|---|---|---|
| Discount | 50 points | €5 off next visit |
| Free Service | 100 points | Free nail trim |
| Premium Reward | 200 points | Free wellness exam |
Earning Rules
Configure additional rules:
| Rule | Options |
|---|---|
| Points Expiration | Never, 6 months, 1 year, 2 years |
| Minimum Spend | Minimum invoice for earning points |
| Earning Cap | Maximum points per visit |
| Excluded Services | Services that don't earn points |
Managing Client Points
Viewing Client Balances
From the Loyalty page:
- See all enrolled clients
- Current point balances
- Points earned/redeemed history
- Lifetime totals
Client Loyalty Card
Each client can view:
- Current point balance
- Progress to next reward
- Available rewards
- Points history
Manual Point Adjustment
To adjust a client's points:
- Find the client in loyalty list
- Click Adjust Points
- Enter adjustment:
- Positive to add points
- Negative to remove points
- Provide reason for adjustment
- Save
Adjustment Reasons
Track why points were adjusted:
| Reason | When Used |
|---|---|
| Manual Bonus | Extra reward for special occasion |
| Correction | Fix an error |
| Goodwill | Customer service gesture |
| Expiration | Points expired |
| Other | Custom reason |
Earning Points
Automatic Earning
When configured, points are earned automatically:
- Client completes a visit
- Invoice is paid
- Points calculated based on rules
- Points added to client's balance
Earning Triggers
| Trigger Type | How It Works |
|---|---|
| Invoice Total | Points based on amount spent |
| Per Visit | Fixed points per completed visit |
| Service-Specific | Different points for specific services |
Bonus Points
Award extra points for:
- First visit
- Referrals
- Specific promotions
- Birthday visits
- Off-peak appointments
Redeeming Rewards
Client Redemption
When a client wants to redeem:
- Verify their point balance
- Confirm the reward they want
- Process the redemption in Putra
- Apply discount or provide service
Processing Redemption
- Open client's loyalty profile
- Click Redeem Reward
- Select the reward
- Points are deducted
- Record the redemption
On Invoice
When creating an invoice:
- Note client has redeemable points
- Apply loyalty discount
- Record redemption in loyalty system
- Discount appears on invoice
Loyalty Reports
Available Reports
| Report | Shows |
|---|---|
| Member Summary | All enrolled clients and balances |
| Points Activity | Earning and redemption history |
| Reward Redemptions | What rewards were claimed |
| Program Performance | Overall program metrics |
Key Metrics
Track program success:
- Total active members
- Points issued this period
- Points redeemed this period
- Most popular rewards
- Average points per client
Client Communication
Loyalty Notifications
Optional notifications to clients:
- Points earned after visit
- Reward achieved
- Points expiring soon
- Special loyalty promotions
Marketing Benefits
Use loyalty data for:
- Targeted promotions
- Re-engagement campaigns
- Client appreciation
- Referral programs
Best Practices
Program Design
- Keep it simple - Easy to understand rules
- Make it achievable - Rewards within reach
- Offer variety - Different reward options
- Communicate clearly - Explain how it works
- Be consistent - Apply rules fairly
Engagement Tips
- Mention points during visits
- Celebrate milestones
- Send expiration reminders
- Offer bonus point events
- Recognize top members
Avoiding Issues
- Don't change rules retroactively
- Honor earned rewards
- Handle complaints promptly
- Track everything
Troubleshooting
Points Not Awarded
If a client didn't receive expected points:
- Verify the visit was completed
- Check invoice was paid
- Confirm service qualifies
- Check earning rules
- Manually adjust if appropriate
Redemption Issues
If redemption fails:
- Verify client has enough points
- Check reward is still available
- Confirm program is active
- Try manual processing
Balance Discrepancies
If client questions their balance:
- Review points history
- Check for expirations
- Verify all transactions
- Explain or correct as needed
Program Examples
Simple Visit-Based
Earn: 10 points per visit
Rewards:
- 50 points = €5 off
- 100 points = €15 off
- 200 points = Free basic exam
Expiration: 1 year
Spending-Based
Earn: 1 point per €5 spent
Bonus: 2x points on vaccinations
Rewards:
- 100 points = 10% off next visit
- 250 points = Free nail trim
- 500 points = Free annual wellness
Expiration: 2 years
Tiered Program
Bronze (0-100 points): Earn 1 point/€10
Silver (100-500 points): Earn 1.5 points/€10
Gold (500+ points): Earn 2 points/€10
Rewards scale with tier level
Pausing or Ending
Pausing the Program
To temporarily pause:
- Edit program settings
- Set status to Paused
- No new points earned
- Existing points preserved
- Redemptions still honored
Ending the Program
To permanently close:
- Communicate to clients
- Allow redemption period
- Process remaining redemptions
- Deactivate program
- Keep records for history
warning
Honor existing earned points before closing a program to maintain client trust.
Integration
With Invoicing
- Points calculated from invoices
- Discounts applied on invoices
- Redemptions recorded
With Appointments
- Track visit-based earning
- Bonus for specific visit types
- Engagement metrics
With Pet Records
- Points tied to specific pets
- Multi-pet bonuses possible
- Historical tracking