> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Setting Up for Success

> Pre-launch checklist and key decisions to make before going live with Omneo.

A successful Omneo implementation is as much about decisions and processes as it is about technology. This guide covers the key things to get right before you go live.

## Key decisions to make upfront

### 1. What is your member identifier?

Decide how customers will identify themselves at every touchpoint:

* Email (most common for eCommerce)
* Phone number (common for in-store and SMS-heavy markets)
* Physical membership card (loyalty card, barcode)
* A combination of the above

Consistency matters. If email is your primary identifier, train all staff to capture it at every interaction.

### 2. What does "joining" look like?

Define the customer's path to becoming a known member:

* At POS: staff-captured details at checkout
* Online: account creation at checkout or via join page
* Self-serve: QR code in-store linking to a join page
* Invited: corporate invite flow for closed programs

### 3. What are your incentive program objectives?

Before configuring tiers, rewards, and points, be clear on what behaviour you want to drive. See [Program Objectives](/business-guides/incentive-design/program-objectives).

### 4. Who owns the program?

Assign a program owner who is responsible for:

* Configuration changes in CX Manager
* Incentive issuance and comms decisions
* Staff training
* Ongoing program review

## Pre-launch checklist

* Core profile fields agreed (what you will capture at join)
* Incentive program design documented and approved
* POS integration configured and tested
* eCommerce integration configured and tested
* Comms platform connected
* Staff trained on Clienteling
* Customer service team trained on CX Manager
* Welcome comms drafted and tested
* Privacy policy and T\&Cs updated to reflect data collection
* Test profiles created and incentive flows tested end-to-end

## Common mistakes to avoid

* **Launching without staff training**: staff are your frontline for member acquisition in-store. Untrained staff will not ask customers to join.
* **Over-engineering the incentive program**: start simple. A single tier, a birthday reward, and a spend-and-get reward is enough for launch. Complexity can be added later.
* **Not testing redemption before launch**: verify that rewards and benefits can be applied at POS and online before going live.
* **Forgetting the comms plan**: technology without communication is invisible. Plan your welcome email, balance notifications, and expiry reminders before launch.