Use Case · Promotion Fulfillment
Participant enquiries are linked to the relevant case. The team checks status and ownership; AI can support draft replies. Replacement and correction approvals remain within the agreed process.
Match the participant and campaign to the relevant order.
Review availability, shipping and previous handling.
Share verified information and obtain any required approvals.
After dispatch, participants can ask about delivery, address details or damaged goods. Without an agreed responsibility, it is unclear which information can be checked and which decision can be passed on.
Staff work from the agreed status, campaign rules and escalation list. They provide only approved information or trigger steps released for their role.
Promotion Engine · Our software and fulfilment
The Promotion Engine connects the digital campaign with practical fulfilment. We align participation, checks, rewards, shipping and enquiries with your campaign mechanics.
Check reference and identity, reconcile status and initiate investigation for conflicting reports. The campaign owner decides replacement within their authority. The participant then receives the approved answer; decision and shipping record remain linked to the case.
Close exceptions and returns separately
Possible outcomes: replacement, credit note or confirmed delivery. Resale is an additional goods decision after condition assessment; it does not follow automatically from a credit note.
In this example, the participant knows whether an investigation is underway or an approved replacement is being prepared. Support has documented its reply and handover; the responsible campaign role can see which decision remains open. The agreed status connects dispatch and support while keeping exception decisions with the designated people.
Prize dispatch and end-customer support can be scoped separately or together. The brief defines contact channel, information boundary, status source and escalation route.
Format, required fields and handoff time are agreed before launch. Only information needed for dispatch or a reply is used in that respective step.
An assistant may draft a reply from approved information. A responsible person reviews it; participation, legal and exception decisions remain human tasks.
Whether care appears in the brand's name or in the background is agreed through channel, tone and information boundary. This scenario makes no general commitment.
During the campaign, inquiries are handled with available status information and campaign rules. An uncovered case receives a documented handoff to the responsible person.
Planning starts with the participant route, prizes, period, contact channels, status source and exception path. Those inputs make it possible to discuss a bounded care scope.
Share participant route, contact channels, status source and escalation. These inputs show what care can be usefully bounded within a project.
