Company: Jio Infocomm Limited
Product Title: JIO Loyalty
eTOM & SID Version: 24.0
Conformance Type: Solution Conformance
Assessment Completion Date: May 2025
Detailed Certification Report: JIO Loyalty

General Overview

This document provides details of JIO Loyalty, against the following ODA Core Frameworks:

• Business Process Framework (eTOM) version 24.0
• Information Framework (SID) version 24.0

Jio Loyalty is an API-first customer loyalty platform designed to help businesses create and manage customer loyalty programs. Jio Loyalty provides a flexible and customizable framework that enables companies to create the Loyalty program that matches their brand strategies and customer needs. Its modular design allows easy integration with existing systems such as POS, e-commerce platforms, and mobile apps, helping companies deliver consistent engagement across all customer touchpoints.

The platform offers the flexibility to support different business models and industries without needing major changes to existing operations. With configurable earn rules, tier management, and cohort-based targeting, Jio Loyalty enables businesses to design loyalty experiences that drive customer retention, repeat purchases, and long-term value. From a customer perspective, Jio Loyalty focuses on personalization and ease. It offers customers clear paths to progress through loyalty tiers, personalized rewards based on their preferences and location, and real-time updates on their loyalty status. By delivering relevant offers and seamless experiences across channels, Jio Loyalty helps brands build deeper trust, lasting relationships, and stronger customer loyalty.

Key Features of Jio Loyalty & Benefits

The key features outlined below highlight the platform’s ability to adapt to diverse industries and evolving business needs.

Partner setup:

• Enable fast partner onboarding with secure API credentials and customizable partner-specific configurations.
• Tailor transaction settings like lock periods, OTP bypass, and excluded modes of payment to meet the business requirements.

Member Management:

• View and manage complete customer profiles, loyalty status, point balances, and tier history.
• Perform manual points adjustments to correct exceptions or reward special behaviors.
• Monitor customer activities, redemption patterns, and engagement levels in real time.
• Strengthen member relationships with proactive account support and interventions.

Configurable Activities:

• Reward customers for meaningful activities like purchases, referrals, and registrations to strengthen brand loyalty.
• Easily introduce or modify activities to keep earning opportunities fresh and aligned with evolving customer behaviors.
• Drive continuous customer interaction by creating customized earning journeys that align with your business goals and customer behaviors.
• Expand loyalty engagement across industries like retail, fintech, travel, and more with flexible activity configurations.

Earn Rules:

• Define flexible earning rules that reward customers based on their transactions, behaviors, or special promotions.
• Apply customized filters like spend thresholds, user segments, or cohort groups to control how points are earned.
• Create bonus earning opportunities to incentivize high-value actions and drive greater customer engagement.
• Quickly modify or introduce new earning rules to match changing business needs or promotional campaigns.

Tier Management:

• Motivate customers by organizing them into tiers such as Bronze, Silver, and Gold with exclusive benefits at each level.
• Automatically upgrade or downgrade members based on their activity and engagement with your brand.
• Create aspirational journeys where customers earn more rewards and privileges as they move up.
• Customize tier qualification criteria to align with partner needs and business strategies.

Cohort Management:

• Segment customers dynamically based on their behaviors, spending patterns, or engagement frequency.
• Applies personalized earning rules, campaigns, and offers to different cohorts to drive focused loyalty actions.
• Monitor cohort movements and adjust strategies to retain high-value and at-risk customers.
• Strengthen program effectiveness by continuously refining cohort definitions based on real-time data.

Offer Management:

• Deliver personalized offers based on customer tier, location, store preferences, or past behavior.
• Launch exclusive promotions for specific customer groups to increase transaction volume and loyalty.
• Maximize redemption rates by offering the right incentive to the right customer at the right time.
• Track offer performance and optimize campaigns for better customer engagement.

Webhook Events:

• Keep external systems updated instantly with real-time notifications for loyalty actions like points earned, redeemed, or reversed.
• Automate loyalty workflows and campaigns based on customer interactions across channels.

Manual & Bulk Points Upload:

• Adjust customer points individually or in bulk to handle exceptions, rewards, or corrections efficiently.
• Ensure transparency and control with mandatory reason codes and approval workflows.
• Save operational time and maintain customer trust through fast and secure points management.

Role-Based Access Control (RBAC):

• Securely manage who can view, create, or modify loyalty program settings based on defined roles.
• Separate administrative tasks, operational roles, and support responsibilities with clear access controls.
• Strengthen system governance by limiting sensitive actions to authorized users only.

Approval Workflows:

• Add an extra layer of security by requiring approvals for operations like points uploads or manual adjustments.

API-Driven Architecture:

• Integrate loyalty capabilities seamlessly into POS, e-commerce platforms, and mobile apps.
• Build loyalty experiences into existing digital touchpoints without heavy redevelopment.
• Scale loyalty operations easily as your customer base grows across geographies and brands.

Analytics & Reporting:

• Access real-time dashboards that show program performance across key metrics.
• Track customer behaviors, cohort movements, and redemption patterns to refine strategies.

Jio Loyalty Architecture

eTOM and SID Certification Scope

The following two figures represent the Business Process Framework (eTOM) Level 2 processes and the Information Framework (SID) ABEs that were presented in scope for conformance certification.

Level 2 Process coverage for Jio Loyalty – Conformance Certification

Level 1 ABEs – SID coverage Jio Loyalty – Conformance Certification

Detailed Certification Report: JIO Loyalty

For more information on JIO Loyalty , please contact:

Veena Vasu, Product lead: [email protected]

Akshat Khandelwal, Tech lead: [email protected]

For any additional information on this ODA Conformance Certification Report, please contact TM Forum at [email protected]

Report Misuse: Conformance certification is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect JIO-JPC Connect(X)-eTOM&SID-23.5-CertificationReport_v1.0damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.