Organisation Units (OU)

An Organisation Unit (OU) set up in Capillary is designed for conglomerates that operate multiple brands within a single organisation. Each brand is mapped one-to-one with an OU, but all brand data resides in the same organisation without segregation.

Customer data is shared across the setup. When a customer registers with one brand, the profile is automatically available to the umbrella entity and can be accessed by other OUs if needed. Data access can still be restricted through access control.

Since all integrations connect to a single organisation, data integration and sharing are simpler. Both brand-level and umbrella-level loyalty programs can be managed through Capillary’s Multi-Loyalty Program (MLP) feature.

Category	Feature	Description
Customer Data Management	Centralised customer database	Customers are shared across all OUs. Registration in one OU registers the customer in all OUs. No data segregation at the customer level.
Loyalty and Campaigns	Loyalty programmes	Supports both independent and centralised loyalty programmes. Customers can earn points at one brand and redeem them at another within the same programme.
Access Control	User access management	Brands can control which users have access to specific assets and data within their OU. Access management applies mainly to Insights (Reporting). Cross-unit collaboration is enabled when needed.
	Audience sharing	Any audience created in an OU is available across all OUs.
	Shared campaigns	Common campaigns can be created and run across OUs to support cross-sell and upsell. OU-level filters are not available.
OU-Specific Management	Communication and subscriptions	Each OU manages subscription preferences and communication strategies independently, ensuring relevant and personalised experiences.
	Store and product management	Each OU maintains its own stores and inventory. Reporting and campaign capabilities at the inventory level are not supported.
Reporting	Dual-level reporting	Consolidated reports are available at the conglomerate level. Individual reports are available for each OU.
Billing/Transaction	Independent configuration	Each OU can configure and manage its own billing settings separately.

Standard Implementation Models for Organisation Units

1. Centralised Program Model

Suited for conglomerates where all brands participate in a single umbrella loyalty program.
Example: A diversified business group with multiple non-competing brands

Single loyalty program managed by the umbrella organisation
Customers enrol once and become members across all brands
Shared customer database with no strict data silos
Unified points system (earn and redeem across brands)
Central authority manages promotions, while brands run their own marketing campaigns aligned with the group strategy

2. Global Program Model

Ideal for multinational organisations running different loyalty programs across various organizations.
Example: A conglomerate company running different loyalty programs across brands but managed centrally.

Brand-specific loyalty programs managed centrally
A common global framework for certain benefits or assets
Customers enrol in their preferred brand and access localised rewards
Flexibility for local teams to adapt offers while maintaining global consistency
Regional insights rolled up for global visibility and strategy alignment