Provide your Business information

1. Navigate My Business to by clicking on your signed-in username in the top right-hand corner of the screen.

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2. Select Edit Images to upload your Business logo

• Use both the following Media Usage Types:

  • Avatar - Used for the consumer app

  • Logo - Used on the back-end system

3. Complete your Business information

• Address

• Phone

• Email Address

4. Setup your TAPS (Transaction Acquiring Points)

Click on the blue ‘eye’ icon to view your imported TAPS, these should have been imported automatically when you configured your JCC Merchant integration. If none are available, you can create them manually.

• Select Create Transaction Acquiring Point

• Name - Provide a name for the TAP (e.g. CRM Coffee Shop Nicosia Branch)

• Code - Unique code which identifies your TAP

• External IP -

• External Port -

• Type - External Ref

• Select the Active checkbox

• Save

Set default automatic spend preferences

When At your first log in you will have to execute the following steps:

• Platform > Integration > SMTP
  

  • Add SMTP email settings

• Platform > Integration > Google Places (Optional Step)
  

  • Add Google api key

• By default a Reward Scheme will be created that you have to activate it

  • Navigate to Rewards > Schemes

  • Check and confirm that an Inactive Reward Scheme exists

  • Click on 

  • Activate the Reward Scheme

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Inviting users to your Business

Navigate to the top right button > Invite User

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• Click Save

Invite users to your Business

Provide other users access to your Business by sending them an invitation.

• Navigate Invite User to by clicking on your signed-in username in the top right-hand corner of the screen.

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• Specify First Name, Last Name and Email

• User Role - Admin (this can be changed later if you configure other permissions for your users)

• Click Save

Invited users will receive an email informing them that they now have access to the Business. They should click on the link and follow the instructions to log in.

Branding ???

The application of myLoyalty is the first contact you will have with your customers. Immediately after registration, every user of the app will have the opportunity to search for your loyalty scheme and register with you.

It is important to set your marketing images and brand your space in the app effectively to attract more customers.

Rewards

Reward Schemes

A reward scheme is the marketing plan made by the business (organisation of type business) to target specific market groups (By default an auto sign-up rewards scheme is automatically created using your Business name (e.g. families, students) and through dedicated offers provide awards to them according their interactional behavior (financial or marketing)

There are two types of schemes

• Open Loop Schemes where customers can be auto-signed up (e.g. on registration) or self-signed up

• Closed Loop Schemes where customers can be signed up on a selective and controlled manner (request to join), usually based on a third-party identification (e.g. student university number) or domain specific emails. Closed loop sign ups are controlled based on unique codes that are automatically generated and communicated only to the targeted market group (e.g. customers that have a "crm(dot)com" email address)

Whenever a new business signs-up to CRM.COM, a reward scheme will be automatically created using the naming convention: <business name> Scheme (e.g. Downtown Scheme).

• To activate the Reward Scheme, navigate to Rewards > Schemes

Note: There is no need to create any other Reward Schemes. The only required step is to activate the Reward Scheme that is created by default.

Reward Offers

Reward Offers is a broad range of incentives for improving customer engagement (e.g. purchases) with the organisation. Each offer defines a goal that customers should reach in order to earn an award, along with how such award can be spent. Every offer type has its own conditions that affect how and when an award will be provided and/or spend (in the event where a reward offer will be targeting a location as part of the award/spend, then such location should be always venue based)

A reward offer might be in one of the following states

• Active denotes that the offer will be taken into consideration during the reward offer resolution

• Inactive denotes that the offer will not be taken into consideration during the reward offer resolution

• Expired denotes that the offer is no longer active (valid) and will not be taken into consideration during the reward offer resolution. Reward offers are expired when their validity period is passed and can be activated only when a new validity period is provided

• Pending Approval denotes that the offer is inactive and waiting for the approval of a user with higher access. The offer is not taken into consideration during reward offer resolution

The reward offers are grouped into the following families, called as "Offer Goal"; each Offer Goal has distinct types of "Offer Type" (of pre-configured rules) affecting how a customer can be awarded

• Reward Achievement focus on awarding customers when they reach an accomplishment of pushing past a goal post
  

  • Lottery awards a specific market group (customer segmentation) by picking a winner on a lottery basis (event: time)

  • Thank You Gift awards a specific market group (customer segmentation) (event: time)

• Increase Spend focus on awarding customers based on their overall purchase value (e.g. product bundle, venue based)

  • Monetary Discount awards customers on their overall purchase value (e.g. 1% cashback, 50% birthday discount) (event: purchase) 

  • Products Discount awards customers based on a group of purchased products (event: purchase) - not supported through JCC purchases
    

• Improve Memberships focus on awarding customers based on their incentive to promote/support the organisation (e.g. sign up)

  • Sign up awards new customers (event: account registration)

  • Referral awards existing customers who have referred new customers (event: referral event & -optional- purchase from the referred contact/account)

  • Profile Completeness awards customers that provided their personal data (e.g. email address, date of birth, name day) (event: contact update)

• Increase Visits focus on awarding customers based on the date/time of their purchases (e.g. time based)

  • Happy Hour awards customers' purchases based on specific locations/time (event: purchase) 

Whenever a new business signs-up to CRM.COM, four Offers will be automatically created.

By default, all the new offers will be set as Inactive. This means that the offers will be available but will not be live for customers to earn awards.

Navigate to Rewards > Offers

To activate an offer click on > Activate offer

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Default Offers

• €1 Referral Cashback: Get a €1 cashback when you refer a friend. On (referred) customer registration & after a purchase is made.
  

• 5% Cashback on all Purchases: Get a 5% cashback for every Euro spent on all your purchases.
  

• 20% Birthday Offer: Get a 20% instant discount on your birthday for your first purchase.
  

• €5 Registration Offer: €5 is awarded upon registration.

Create/Edit an Offer 

In order to view and edit any offer click on > Edit. By doing so you can:

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• Change the winning criteria to your desired ones and

• Change the marketing information pictures and description

  • For the Offers Image the following two options are applicable:

    • Avatar: Best approach for an offer to stand out among others. Usage in the customer apps: rewards offers summary

    • Hero: Lead image to illustrate an offer. Usage in the customer apps: main image in reward offer detail page

    • Note: you can upload two images one Avatar and one Hero.

• From the Awards tab, you can view the criteria that need to be met for the offer to provide awards

• From the Spending Awards, you can view the criteria that need to be met for the customer to be able to spend its awards

• You have the opportunity to add images to the offers along with a long and short description that will appear on the mobile app

• You can define the Offer Availability according to your needs.

  • Time-limited awards

    In addition to the offer availability, validity can also be set to the award granted. Validity in awards can be set in 2 ways.

    • Make an award valid after a predetermined period has passed (Award is valid)

    • Set an expiration date.  Upon expiration, the wallet of the participant is debited and the awarded funds made unavailable, pressing customers to spend their award within a specific period.  To expire an award the expiration dates must be set on the reward offer at the time of setup.  Define the expiration through Award will expire

Example: How to create a simple offer - Sign Up

The following is an example of how to create a Reward Offer - Sign Up. The type of offer can change according to the characteristics you would like to have.

1. Navigate to Rewards > Schemes

   1. Create New

      1. Enter name

      2. Select Auto Sign-Up

      3. Save

      4. Activate

2. Navigate to Rewards > Offers

   1. Create New

   2. Choose the offer type that best suits the requirements

3. For this example click on the Improve Memberships > Sign ups. This offer rewards the new participant sign-ups

   1. Reward offer is loaded on screen

4. Specify the following details

   1. Name

   2. Image that will be displayed on the app (Media usage type: Avatar)

      1. For the Offers Image the following two options are applicable:

         • Avatar: Best approach for an offer to stand out among others. Usage in the customer apps: rewards offers summary

         • Hero: Lead image to illustrate an offer. Usage in the customer apps: main image in reward offer detail page

         • Note: you can upload two images one Avatar and one Hero.

   3. Scheme

   4. Offer Availability

   5. Short Description that will be displayed in the app
      

   6. Long Description that will be displayed in the app
      

   7. Terms & Conditions for this offer that will be displayed in the app

5. Click on the Awards information tab

   1. Award

      1. Specify the award amount

   2. Spend

      1. Select from when the award is valid

      2. Select when it will expire

      3. Specify if there are any spend conditions or if the amount can be spend anywhere

   3. Click on Save

   4. Click on 

      1. Activate offer

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All available offers including this one just created are listed.

Reward Offer Award & Spend Method based on Events

Each reward offer is evaluated real-time based on dedicated events (e.g. purchase, referral, time), given that the specified target conditions are met and each award will be eligible to be spent based on the spend method/rules

Reward Offer Resolution

Rewards engine is responsible for evaluating and processing events, customer events (e.g. purchase) or customer actions (e.g. provide email address), that were performed within a specific period of time against all active reward offers and determine whether an award and/or spend should be provided

Reward offer resolution will award customers based on one the following approaches

• All matched Offers: An award will be given from every (eligible) reward offer from all reward schemes that the customer participates to

  • Award only Best Instant Discount: An award will be given from every (eligible spend on request) reward offers and a single one from the (eligible instant discount) reward offer that provides the best instant discount

• Every Best Offer from each Scheme: A number of different awards will be given from the reward offers that provide the highest awarded amount from each reward scheme that the customer participates to

• Best Offer from all Schemes: A single award will be given from the reward offer that provides the highest awarded amount from all reward schemes that the customer participates

Reward Offer Resolution is set by default

Below is the Default Reward Resolution

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To set up the system navigate to Settings > Rewards and configure the Rewards ResolutionCRM Coffee Shop Scheme). Any consumers registering with your Business will automatically become members of your scheme. The only thing you will need to do is activate the scheme once you have approved your rewards offers:

• Navigate to Rewards > Schemes

• An inactive reward scheme should exist

• Click on the options button (three dots …)

• Select Activate

Refer to the Reward Schemes user manual for further information about configuring and managing reward schemes.

Reward Offers

Four reward offers are automatically created upon Business sign-up. By default, the new offers will be inactive which means that they will not be available to your consumers to earn awards. Navigate to Rewards > Offers to see your reward offers.

Default Offers

• €1 Referral Cashback: Get a €1 cashback when you refer a friend. On (referred) customer registration & after a purchase is made.

• 5% Cashback on all Purchases: Get a 5% cashback for every Euro spent on all your purchases.

• 20% Birthday Offer: Get a 20% instant discount on your birthday for your first purchase.

• €5 Registration Offer: €5 is awarded upon registration.

You can edit these offers to change their images, conditions, or the award.

To edit an offer:

• Click on the options button (three dots …)

• Select Edit

To activate an offer:

• Click on the options button (three dots …)

• Select Activate

Refer to the Reward Offers user manual for further information about configuring and managing reward offers.

Reward Offer Resolution

If your Business has multiple reward schemes and offers, you might be interested in configuring the reward offer resolution which defines how your consumers will be awarded in such cases. The default is that a consumer is awarded on all matched offers.

Refer to the Reward Resolution section in the Reward Offers user manual for further information.

Award

Award is the amount of money that will be provided to a customer in the form of cashback when reaching a specific goal (e.g. perform a purchase event)

The award is always a financial amount and can be provided in real currency; crediting the customer's wallet. Awards based on purchases are calculated either based on the total transaction amount (minus instant discount and discount of purchase customer event) or per purchase line item

Awards can be part of a wallet's open balance or commerce balance. Due to the fact that commerce balance is conditional (and can be consumed only on purchase customer events); different spend conditions are applied, such as validity (from - to), location, days/time and products (sku, family, brand). Note that the expiration date (validity to) defines the latest date that the award can be spent, motivating customers to spend their awards

Every award that is provided will create an award reward transaction (award reward transaction is an internal record that keeps the relation between the event that provided the award, the offer that awarded the customer, the credit wallet transaction and the status in regards to merchant settlement) In the event, where an award is expired then an award expiration transaction is created (internal record that keeps the relation between the wallet transaction of which the award amount was expired)

Spend

Spend represents the awarded amount that will be deducted from the customer's wallet whenever a customer makes a request to pay a purchase events using available wallet funds, eligible only if the customer is not blocked from spending any awarded amount due to administration purposes (e.g. fraud investigation). 

Spends can be classified as conditional, where customers can spend awards on specific conditions or unconditional, where customer can spend awards without meeting any conditions

A different approach for each spending model is applied

• Auto Spend Requests

  • The portion of the available wallet balance that can be spent automatically (without a customer's request) when posting a purchase event, having as a result the customer's wallet balance to be debited - considering that such balance does not fall under specific conditions (e.g. products)

  • Auto spend requests can be performed on the next purchase at a specific merchant (spending all the available wallet balance) or at specific merchants based on a minimum purchase transaction amount and the available wallet balance

• Spend Instantly

  • A spend is created instantly for an amount equal to the related reward offer's award

  • The spend amount is applied on the purchase event's total amount right away

Every spend that debits the customer's wallet will create a spend reward transaction (spend reward transaction is an internal record that keeps the relation between the event that an award was spent, the debit wallet transaction and the status in regards to merchant settlement)Note:

How the participants will get awarded and spend awards

Awarded events can be events that take place outside CRM.COM (customer events), such as purchases or friend's referrals, or can be associated to data supplied to CRM.COM (such as customer registration details), for participant birthdays and name days, and for the period a subscription is effective. 

All types of events are evaluated against reward offers.  The evaluation takes place either directly at the point of sales (where the purchase is registered) or through subsequent processes that handle multiple events and award them in one flow. Following a positive evaluation, the rewards' engine proceeds with the creation of award transactions, which generate credit wallet transactions, that add funds to the wallet of the participant. 

Participants can redeem their rewards by spending their wallet funds, either at their own discretion or subject to conditions (for example, at a specific shop and date/time).  To this end, a spending request (customer events) is logged in CRM.COM and if there are sufficient funds in the wallet of the participant, then a spend transaction is created which in turn generates a debit wallet transaction, that deducts funds from the wallet of the participant.

Awarded funds can be subject to an expiration date. If this is the case, the funds are expired through a background recurring process that expires funds in one flow. An award expiration transaction is created, as well as a debit wallet transaction, which deducts the funds from the wallet so that they can no longer be spent.

Managing customers

Ccardholders/Customers deducts the funds from the wallet so that they can no longer be spent.

Configuring automatic spend preferences for your Business

You can configure automatic spend preferences which will apply to all your consumers upon registration.

• Click on your signed-in user name in the top right-hand-side of the screen

• Select Settings > Rewards > Automatic Spend Preferences

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• Enable the toggle Enable automatic spend preferences

• Set your spending preferences

• Select Save

Managing customers

Cardholders/Customers/Consumers are referred to as Contacts in CRM5.

Personal Information of Cardholders

All personal information about cardholders can be found in Contacts > My Contacts

The merchants can click on the Contact to see its details.

Customer Accounts

In the context of Rewards, an account has accepted the terms & conditions and signed up to one of the business' reward programs. The customer's primary account can be then awarded based on his interactional behavior with the business (e.g. purchase customer events, profile completeness), while based on its purchase behavior the account can be tiered. Each customer can explicitly specify his spending preferences; on which merchants auto spend requests will be allowed. Card used during purchase will trigger the spend event.

Each primary account has one wallet, where on each award/spend the wallet balance is credited/debited.

From Contacts > My Contacts, merchants can view the participating contacts on its scheme, their personal information, their financials and their activity.

Account Actions – the actions you can perform on the account

• Modify Classification

• Suspend

• Terminate

• Change Credit Limit

Wallet Actions – the actions you can perform on wallets

• Terminate

• View Balance Breakdown

• Redeem Pass

• Change Wallet limits

• Set auto top-up rules

Communications

Notifications will be sent to the users' mobile application when certain defined segmentation criteria are met.

Segments

Segments in principle are categories where the scheme's participants are meeting a predefined set of requirement(s).

Segmentation enables an organisation to separate its customer market into small groups based on specific characteristics and therefore reach each group of customers with a different approach e.g. Pricing, Communication Plans etc.

Segment can be found also under Foundation Application > Segmentation > Manage Segments.

Communication Plans

Communication Plans are used to communicate a message to a rewards participant that you wish. It could be a message to all participants or a message to specific participants that fall into the desired segments. Communication Plans can be sent by email, SMS.

Communication Plans can be found under CRM > Communication Plans.

Set Up a Communication Plan

1. Navigate to CRM > Communication Plans

2. Select Create New

3. Specify the following

   1. Name: Birthday

   2. Language: English

   3. SMTP **Note: if merchant would like to communicate with SMS they need to setup an SMPP integration with an SMS provider

   4. Content

      1. Specify text

      2. Using # personalize the content

   5. Scheduler: Set the frequency if it will run once or on repeated basis

   6. Recipients

      1. Add the segment to communicate the message

4. Save

Transactions

Online Transactions

These are the transactions where the consumer pays by credit card and JCC will perform the financial transaction and the loyalty transaction automatically. The merchant will be able to view the transaction history in the CRM.COM platform and gather any required information that may be needed. For the Online transactions no action is required by the merchant.

Cash Transactions

"Cash Transactions" can take place manually by the merchant via the CRM.COM Cash Mobile Application. The merchant will be able to identify the participant via a scan of a QR code within the App, add the total amount and submit the transaction.

Offline Transactions

JCC will submit a batch file on a daily basis to process the offline transactions.  The file will be uploaded and executed via a kettle created by CRM.COM.

Note: It runs daily at 04:00 am.

Wallets

A wallet is an account which keeps an amount of money that can be used to fund various transactions within the CRM.COM Software. A wallet is used as a mini ledger that can easily be topped up by various credit events or by awarding a customer through a Reward offer. The wallet's amount can be spent during various CRM.COM functions such as on spending awarded amounts during a purchase or by spending to external merchants etc. A wallet can be terminated and re-activated but upon reactivation the wallet should have zero balance and no spend conditions. 

A wallet's balance is presented as a whole but then is differentiated as

• Open Balance: The balance that has no spend conditions and is added into the wallet through a process irrelevant with Rewards, i.e. topup, transfer from Account etc. This balance an be used on anything including transfer of money out to a bank account or pay an external debit as part of a payment - currently not applicable for the JCC solution
  

• Commerce Balance: The balance that has spend conditions and is added into the wallet through a Rewards process (awarding, voucher use etc.). This balance is calculated by aggregating the non-expired, conditional credits which may or may not have specific condition group related. This balance can only be spent as part of a purchase event.

Wallet Credits and Debits

A Credit or a Debit Journal Entry can be performed against a wallet, resulting in adding or removing amount from the wallet respectively. 

Those journal entries are results of various transactions within the system (awarding, spending, topup, transfer etc) and are created automatically 

• Top Up is used to top up a wallet or an account with money from an external payment method (card, direct debit etc).

• Transfer is used to transfer money from a wallet or to a wallet (and/or account)

• Payment is used to pay a specific Invoice transaction using the wallet as a payment method

Wallet Spend Conditions

Wallet spend conditions are used to identify restrictions on how the wallet's available commerce amount, generated by wallet credits, can be consumed. Those restrictions are set based on various conditions which includes conditions such as the products, place and time that the amount can be consumed.

Wallet spend condition groups can affect only the wallet's commerce balance, whereas the open balance is not affected by any conditions. 

Wallet Commerce Balance Breakdown

Wallet Commerce Balance Breakdown is the process used to present how, when and where a wallet's amount can be consumed. Wallet Commerce Balance Breakdown presents the wallet spend condition condition groups that include:

• The amount to be consumed, 

• The days and/or hours at which the amount can be consumed

• The products which can be bought using the wallet's amount - Note: not applicable for JCC solution
  

• The organisations where the amount can be consumed (Merchant / Venue)

Analytics

Insights

Insights provide an inside analysis on the following events: Purchase, Award, Spend in different graphical charts for different periods (Today, Weekly, Last 30 days).

Insights can be accessed by various users according to their security access levels.

Navigate to Analytics > Insights

Filters

e.g on Event Purchases users can view the Results for one specific Venue

User can choose to filter out the Results using Contact criteria or Event criteria

For each Event(Purchase/Award/Spend) different filter criteria are available.

Breakdowns

e.g on Event Purchase users can view the Results group by Venue

Insights Results can be viewed in different graphical charts for different periods (Today, Weekly, Last 30 days)

• Table

• List

• Bar

• Stacked Bar

• Pie

Example of Pie

Reports

Reports provide an inside on how well a company operates and performs. Reports provide an overview of various metrics and KPIs for multiple areas like Rewards, Subscriptions and Billing, enabling thus decision making. Reports, as well as their information, can be accessed by various users according to their security access levels. Reports can be exported in PDF and XLS. Reports are sent via email.

Navigate to Analytics > Reports

Available reports for Rewards

• Contacts Rewards Analysis: View list of Contacts participating in a Rewards scheme with an analysis of their rewards-related information for a period of time

Each report has:

• A set of filters.

• A set of group by fields

• A set of columns

  • If a report has more than 10 columns, then it is specified in the report which 10 fields are the default ones

• Sorting options

• Export options

  • PDF, CSV

• Totals

• A preview: Each report's preview shows maximum 10 records/results

Running a Report

Running a report includes two steps:

• Once the report is accessed, users are able to view a preview of the report (up to 10 records)

• On user request after specifying the format, filters, group by fields etc. The report is sent as an attachment to the user's authorized email instead.

Dashboard - Rewards Board

From this screen merchants can see the following dashboards:

• New Contacts

• App users

• Number of Visits

• Average Spend Per Visit

• Awards

• Spends

• Given Awards

• Awards Spent

• Top 10 Reward Offers (based on awards)

• Registered Customers

• Referred By

• Running Offers

• Merchants

• My Venues

• Reward Tiering

• Wallet Balance Breakdown

  • Open Balance

  • Commerce Balance