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Product Overview — uEngage Prism

One-line: Prism is uEngage's restaurant/F&B customer-engagement & retention platform — it ingests every order and customer from POS, apps, websites and aggregators, builds a unified Customer 360 / Order 360, segments customers with RFM intelligence, and drives repeat business through loyalty, memberships, referrals, automated journeys and multi-channel campaigns (WhatsApp / SMS / Push).

1. What is Prism?

Prism is a B2B SaaS product sold to restaurant brands (single outlets up to multi-outlet chains and franchises). The restaurant is the client; the restaurant's diners are the customers/guests whose data Prism manages.

The product answers the single most important question for any F&B brand:

"Of the customers we acquired, how many came back — and how do we make more of them come back?"

It does this in three layers:

Layer Purpose Excel sheet(s)
1. Ingest & Unify Pull every order + customer from all channels into one profile Dashboard & Analytics → Data Ingestion / Data Sources
2. Understand Aggregate into Customer 360, Order 360, RFM segments, 37 filters Customer Intelligence, Dashboard & Analytics
3. Act & Retain Campaigns, automated journeys, loyalty, membership, referral, feedback Communication Layer, Automated Journeys, Loyalty Program, Membership Module, Sub Products

2. Why does it exist? (Business importance)

Restaurants historically know their food but not their customers. Orders arrive from many disconnected channels (dine-in POS, their own app/website, Swiggy, Zomato, WhatsApp ordering, kiosks). Prism's value proposition is "filter to action in seconds" — turn fragmented order data into a single customer view and act on it immediately.

Revenue model (from Onboarding & Operations sheet):

Stream Description
SaaS Fee Monthly/yearly subscription (Basic = Free, Premium = ₹12,000/yr, Business = custom)
Digital Bills Per-bill delivery charges
Feedback Comms Feedback communication charges
WhatsApp WABA setup fee + per-message markup
SMS Per-SMS charges for campaigns

Plan tiers: Basic (Free), Premium (₹12,000/yr or ₹5,000/3-month), Business (on-quote enterprise).

3. Who uses it? (Personas / User Roles)

From the Excel User Role columns:

Role What they do in Prism
Admin Program/plan setup, WABA/DLT config, fraud rules, sender IDs, integrations
Marketing Manager Campaigns, journeys, templates, segments, loyalty/membership design
Analyst Dashboards, Customer 360, Order 360, reports
Customer (guest) Loyalty microsite, membership purchase, digital bills, feedback, referral
System Automated ingestion, aggregation, scheduled jobs, notifications
Account Management / Ops (internal uEngage) Client onboarding, go-live checklist, training

These personas map directly to the auth layers in code (admin vs app/customer vs third-party ingestion vs WhatsApp) — see ../08-Security/Authentication.md.

4. Product Modules (the map of the whole product)

Each maps to a folder under 03-Modules/. Status is as declared by the PM in the Excel and must be validated against code in each module doc.

# Product Module Excel Sheet Status (per PM) Code Module Doc
1 Order Ingestion & Order 360 Dashboard & Analytics Live Order-Ingestion
2 Customer / CRM (Customer 360) Dashboard & Analytics, Customer Intelligence Live Customer-CRM
3 Dashboard & Analytics Dashboard & Analytics Live (Enhanced) Dashboard-Analytics
4 Customer Intelligence (RFM + 37 filters) Customer Intelligence Live Customer-Intelligence-RFM
5 Campaigns (WhatsApp/SMS/Push) Communication Layer Live Campaigns
6 Automated Journeys (8 journeys) Automated Journeys Live Automated-Journeys
7 WhatsApp Management (WABA, templates, chat) Communication Layer Live WhatsApp
8 SMS & Push (DLT, app/web push) Communication Layer Live SMS-Push
9 Loyalty Program (points, tiers) Loyalty Program Live (Enhanced) Loyalty
10 Membership (paid plans) Membership Module Live Membership
11 Wallet (points ledger / balance) Loyalty Program Live Wallet
12 Feedback & NPS / Reviews Sub Products & Microsites Live Feedback-NPS
13 Digital Bills Sub Products & Microsites Live Digital-Bills
14 Fraud Prevention Loyalty Program Live Fraud-Prevention
15 Referral (Refer & Earn) Loyalty Program Live (New) Referral
16 Admin / Business / Onboarding Onboarding & Operations Live Admin-Business

5. The Prism data spine (how the modules connect)

flowchart TD
    subgraph Sources["Data Sources"]
        POS[POS: PetPooja, UrbanPiper, Posist, LS Central, Rista, uEngage POS]
        APP[Brand App / Website]
        AGG[Aggregators: Swiggy, Zomato]
        EDGE[uEngage Edge ordering]
    end

    Sources -->|Order & Customer APIs| INGEST[Ingestion Layer]
    INGEST --> C360[Customer 360]
    INGEST --> O360[Order 360]

    C360 --> RFM[RFM Segmentation + 37 Filters]
    RFM --> SEG[Saved Segments / Cohorts]

    SEG --> CAMP[Campaigns]
    SEG --> JOURNEY[Automated Journeys]
    CAMP --> CH{{WhatsApp / SMS / Push}}
    JOURNEY --> CH

    C360 --> LOYALTY[Loyalty & Wallet]
    LOYALTY --> MEMBERSHIP[Membership]
    LOYALTY --> REFERRAL[Referral]

    INGEST --> BILLS[Digital Bills]
    BILLS --> FEEDBACK[Feedback & NPS]

    CH --> ROI[ROI Attribution]
    ROI --> DASH[Dashboard & Analytics]
    LOYALTY --> DASH
    FEEDBACK --> DASH
    O360 --> DASH

This diagram is the mental model for the entire platform. Orders flow in → become intelligence → intelligence drives outreach → outreach produces measurable ROI → ROI shows on the dashboard. Every module doc references its place in this spine.

6. Headline / "Killer" features (PM-flagged, Prism-exclusive)

From Excel Prism Exclusive? and Notes columns:

  • Create Offer/Promo mapped exclusively to a filtered segment, synced to Edge checkout (Customer Intelligence 3.24) — marked "KILLER FEATURE", currently Not Live.
  • SKU / category / outlet-level filtration (Customer Intelligence 3.10–3.14) — Prism-exclusive.
  • Insight-to-action on one screen — filter customers → send campaign / create promo without leaving the segmentation tab (Roadmap B1.2, P0).
  • KYC-gated welcome points and Refer & Earn (Loyalty, Live New).
  • Paid Membership with 8-tab plan builder and POS auto-apply (Membership Module).

7. Validation & Trust rules (why data correctness is sacred)

The Excel Roadmap → Data Validation Protocol makes data integrity a P0 mandatory concern. Cross-widget integrity rules that MUST always hold:

  • Total Customers = Transacting + Non-Transacting
  • Total Orders = Delivery + Pick-Up + Dine-In
  • Total Loyalty Points = Used + Available + Expired (must never go negative)
  • Revenue by channel must sum to 100%
  • Unique Customers ≤ Redemptions always

Known open bugs against these rules (Excel section E) are catalogued in ../13-CommonIssues/Known-Bugs-From-Roadmap.md — e.g. AOV showing ₹0 in Effective Offers (E1.9), 2-point loyalty discrepancy (E1.10). These are real production issues, documented so new joiners understand them.

8. Where Prism is heading (Roadmap headlines)

  • Platform-wide Next.js migration — all modules being migrated & similar modules merged (Roadmap section A). Notable merges: Campaigns+Journeys → "Central Marketing Hub"; Customer 360 + Customer Insight → "Customer Intelligence" (done); Loyalty+Fraud → "Loyalty & Trust"; Reviews+NPS → "Customer Feedback & Sentiment".
  • "Auto Campaigns" renamed to "Journeys" (V1).
  • Membership V2 — 4 phases (in-place versioning, menu-level pricing, virtual wallet, loyalty multiplier, grace period, one-tap renewal).
  • Recently shipped Loyalty: tier downgrade, point expiry on downgrade, per-order-type earn/burn, KYC welcome points, Refer & Earn.

Full roadmap: ../01-Business/Roadmap.md.

Assessment

See ../15-Assessments/01-Business-Assessment.md for Level-1 MCQs on the product model.