Spectrum Dental Loyalty Points Programme

Internal staff guide covering enrolment, points allocation, redemption, customer communication and problem resolution.

1. Patient eligibility

A patient is eligible to earn loyalty points when all the following conditions are met:

• The patient has a valid contact record in Whizrock.
• The contact has the patient tag.
• The patient is registered as a Loyalty Points member or an active Smile Club member.
• The contact does not have the nrsc exclusion tag.
• The invoice relates to an eligible payment.
• The invoice has been fully paid and its status in Whizrock is Paid.

Transactions that may be excluded

Points should not normally be awarded on:

• Unpaid or partially paid invoices.
• Cancelled or voided invoices.
• Refunded payments unless the corresponding points are reversed.
• Services or payments specifically excluded by management.
• Accounts carrying the nrsc exclusion tag.
• Any invoice that has already received loyalty points.

2. How patients join

Option A: Website form

A patient may express interest through the membership form on the Spectrum Dental Centre website. Submission of the form records the enquiry and initiates the membership follow-up process.

1. Check that the submitted name, mobile number and email address are correct.
2. Search Whizrock for an existing contact before creating another contact.
3. If an existing contact is found, update that record rather than creating a duplicate.
4. Add the patient tag where appropriate.
5. Contact the patient to explain the available option and confirm whether they wish to proceed.
6. Do not activate Smile Club membership until the applicable membership fee has been paid.

Option B: Patient joins at the clinic

If a patient agrees to participate while speaking with reception or clinic staff, the staff member must update the patient’s Whizrock contact record manually.

3. How points are calculated

Patient category	Earning rate	Equivalent calculation
Standard Loyalty member	1% of the eligible paid amount	₹100 paid = 1 point
Active Smile Club member	1.5% of the eligible paid amount	₹100 paid = 1.5 points

Active Smile Club members may also earn points on their eligible membership fee when that fee is invoiced and fully paid.

4. Automated points-allocation process

The points workflow starts when an invoice status changes to Paid. The workflow then performs the following checks and actions:

1. Checks whether the contact has the nrsc exclusion tag.
2. Checks whether the contact has the patient tag.
3. Checks the Loyalty Points Member and Smile Club Member fields.
4. Applies either the 1% standard rate or the 1.5% Smile Club rate.
5. Stores the points earned from the current transaction.
6. Adds the new points to the patient’s available Loyalty Points Balance.
7. Updates the Lifetime Loyalty Points Earned total.
8. Records the invoice number, payment amount and award date.
9. Adds a transaction note to the contact record.
10. Sends an approved WhatsApp confirmation to the patient.

Fields staff should be able to see

Contact field	Purpose
Smile Club Member	Shows whether the patient receives the Smile Club earning rate.
Loyalty Points Member	Shows whether the patient participates in the Loyalty Points Programme.
Last points Earned	Points credited from the most recent eligible transaction.
Loyalty Points Balance	Current points available for redemption.
Lifetime Loyalty Points Earned	Total loyalty points earned over time before redemptions.
Last Loyalty Invoice Number	Invoice associated with the most recent points allocation.
Last Loyalty Payment Amount	Value used for the most recent points calculation.
Last Loyalty Points Awarded Date	Date on which the latest points were credited.
Points to Redeem	Amount entered by staff to initiate a redemption.
Last Points Redeemed	Points deducted during the most recent redemption.
Last Loyalty Redemption Date	Date of the most recent redemption.

5. Redemption rules

• The patient must have at least 250 available points before requesting redemption.
• Points may cover no more than 20% of the eligible invoice.
• The patient cannot redeem more than their available balance.
• The remaining invoice amount must be paid using an accepted payment method.
• Points cannot be exchanged directly for cash.
• The patient must request redemption before the remaining payment is processed.
• Points should not be redeemed against an ineligible, cancelled or refunded transaction.

Redemption calculation

The permitted redemption is the lowest of:

1. The number of points requested by the patient.
2. The patient’s available Loyalty Points Balance.
3. 20% of the eligible invoice value.

6. Front-office redemption procedure

7. WhatsApp notifications

After points are awarded or redeemed, the workflow should send the appropriate approved WhatsApp utility template. Staff should check the execution log if the patient reports that no message was received.

If the WhatsApp message is delivered

• No further action is required.
• The delivery result remains available in the workflow execution log.

If the WhatsApp message fails

1. Open the workflow’s Execution Logs.
2. Select the patient and open the failed WhatsApp action.
3. Review the failure reason.
4. Check that the mobile number includes the correct country code.
5. Check whether the contact has opted out or has WhatsApp DND enabled.
6. Confirm that the approved utility template and sending number are selected.
7. Send the approved template manually from the patient’s conversation record where permitted.
8. Add an internal note confirming that the message was sent manually.

8. Duplicate contacts and incorrect enrolment

Duplicate contacts can cause an invoice to be connected to one record while the membership fields or tags are stored on another. This may prevent the workflow from applying points correctly.

• Always search by both mobile number and email address before creating a contact.
• If duplicates exist, confirm which record contains the correct invoices and membership information.
• Merge duplicates carefully and retain the correct primary phone number and email address.
• After merging, verify the patient tag and membership fields.
• A previously paid invoice may not automatically retrigger after contacts are merged.

9. Refunds, cancellations and corrections

• Points awarded on a refunded payment must be reviewed and reversed.
• Do not delete transaction notes or overwrite balances without recording the reason.
• Check the invoice number and points history before making a correction.
• Add an internal note showing the original points, adjustment and corrected balance.
• Escalate uncertain or unusually large adjustments to the clinic manager.

10. Staff completion checklist

• The correct contact record was used.
• The patient tag is present.
• The membership fields are accurate.
• The invoice status is Paid.
• The points calculation is correct.
• The current balance has been updated.
• The transaction note has been created.
• The WhatsApp notification was delivered or manually followed up.
• Any redemption remained within the 20% limit.
• The remaining invoice balance was collected correctly.

11. When staff should escalate an issue

Contact the clinic manager or Whizrock administrator when:

• A paid invoice does not enrol in the workflow.
• Points are awarded more than once for the same invoice.
• The points balance becomes negative.
• The wrong earning rate is applied.
• The patient’s tags or membership fields appear incorrect.
• A refund requires points to be reversed.
• A duplicate contact cannot be safely merged.
• A WhatsApp notification repeatedly fails.
• A patient disputes their balance or redemption history.