This doc outlines the suggested structure / key areas of the CRM.COM Platform Overview. The aim of this overview is to allow an integrator / key user to understand what CRM.COM does in terms of key functional areas.
The content
Contacts
CIM (identify contact for customer events) and GDPR
Contact Community
Segmentation
Dynamic segmentation of contacts
Easily definable with sentence like queries
Segment on demographics, transaction history, subscriptions owned
Use it for pricing, notifications, tiering
Onboarding and Authentication
Multiple authentication methods
OIDC
Customer Events
Capture a diverse set of customer events
Purchase event
Full purchase ticket with SKUs and optional spend request of the customer open balance
Referral event
Achievement event
Financial KPI event
Accounts and financials
Multi-currency, multi-country, multi-tax
Payment methods
Methods
Primary and backup
CRM wallet
Subscription payment methods
Support for multiple payment types
Cards, wallets, account debit based
Payment gateways
Payment intends
Ready made gateways
Plug-in gateway
The wallet
EMI grade wallet
Multi-tenant wallet at the option of the tenant (business). One wallet keeps balances of multiple businesses
Wallet maintains
a CRM.COM open balance - open money that can be spend at any business or paid out back to contact payment method
Topup via a CRM.COM registered payment gateway
a business balance
business open balance - open money that can be spend at the business or paid out back to contact payment method
Topup via a business registered payment gateway
Commerce pool balance - a commerce balance redeemed into an open balance against a purchase
Wallet identity
email or phone and a wallet code
Wallet fees
Fees on transactions
B2BSpend
Open balance of a contact at Business A can be spent at Business B
Promote and Join
A business promotes a commerce pool
Another business joins
The two businesses agree a contribution
Passes
Promotion, Gift, Top-up
Printed, electronic
Settlement
The process that settles
Commerce pool award and redeem between business to business and business to merchant
Open balance spend between business to business and business to merchant
Rewards
Powerful and diverse offers
Reward Achievement
Increase spend
Improve membership
Increase visits
Award
at transaction, SKU, segment or combinations
award against a commerce pool (for example coffees on any weekday)in the customer wallet
Manual or auto-redeem
Redeem converts a commerce pool amount into an open balance in the customer wallet
Instant or deferred redeem
Instant redeem is applied on the transaction in hand; deferred from next transaction
Business Network
A diverse business community
Platform Owner (Cloud Operator)
Service Owner - owns the service and can bill tenants for the service. May use a contact registry where all businesses have a common customer base
Transaction Processor - serves multiple service owners and routes purchases to multiple businesses that have a common transaction point (i.e terminals)
Business (Tenant)
Merchant (Service Provider)
Venue (Service Point)
organisation groups
teams
Contact Registry
Ownership
Explicit ownership(i.e products)
Implicit
assignable (i.e SRs)
Fulfilled by (orders) and serviced by (subscriptions)
Data access and data access permissions (roadmap)
CRM
Activities
Communications
Leads
Service Requests
Commerce
Product Catalogue
Products (types, families, brands, categories)
Physical (traceable and non-traceable) and services (termed, usage, one-time, expenses)
Advanced compositions (flat, fixed bundle, flexible bundle)
Variant products with variations and modifiers
Dependencies and tiering
Pricing
Extensive price rate models
Promotions
Licensing
Add a license dimension to your product and provision it to 3rd party systems (ideal for XaaS models)
Orders
Multi-domain order management
Physical goods (complex and simple)
Project based with invoice milestones
Termed and one time services
Fulfilment policies
Order queues
Quotation process
Inventory management and devices
Warehouse and stock
Devices
Device Management
Ownership lifecycle
Subscriptions
TMForum enterprise grade subscriptions
Diverse subscription models
Termed and one time
Auto renew or expiring
Pre-bill, post-bill, payment driven
Trial management
Subscription actions for any industry
add service, regret, change service, pause, resume, change terms, activate, deactivate and many more
Usage based billing
Usage limit and usage charge level
Device based subscriptions
bill it, provision it, charge it a fee
Rental, purchase or bring own device
Provisioning
Trigering provisioning commands to manage termed and one-time services
Integration API and plug-in mechanism to create own provisioning adapters
Foundation
Analytics
Insight analytics
Reporting
Users and Security
Applications
Mobile passes
Server configured and designed (no dev required) mobile passes (Google and Apple wallets)
Supports wallet spend via OTP
Landing pages
Server configured landing pages for
Customer registration
Purchase a gift card (gift pass)
Self Service API
Web Portal
Server configured web portal (no dev required)
Supports use cases for ordering, rewards, subscriptions
Native APP
iOS and Android
Server configured web portal (no dev required)
Supports use cases for ordering, rewards, subscriptions
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Item
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Description
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Notes
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Introduction
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The big picture
The platform operator (CRM.COM) onboards Transaction Processors and Service Owners.
Businesses sign up to a service owner.
The business has the option to use the CRM.COM open balance or its own business open balance and also enable or not B2BSpend.
Contacts onboard via self service (API, APP, mobile pass) or via integration with our back office API and automatically get a financial account and a wallet. Multiple business balances are handled in a single multi-tenant wallet.
The business sets up one or more reward schemes with multiple offers. Purchase events are then submitted via POS systems and a transaction processor and awards increase commerce pools balances in the wallet. Redemptions increase the open balance.
The business setup its product catalogue of termed services and takes orders resulting in subscriptions. The CRM.COM Wallet with the business open balance is used to fund the subscriptions. A card on file is stored in the wallet with an auto topup setting.
The business also enables B2BSpend and Promote and Join in order to maximise its market coverage. It also does a demand level aggregation agreement with an external company, a nationwide gym company, where its customers sign up with their wallet code and the business returns an agreed discount against their subscription.
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Identify and Engage
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Identity management and self service API
Ready made app, portal and mobile passes
Transaction Processor and POS integration capturing customer purchases and spend requests
Segment customers into multiple micro-personas using the advanced CRM.COM embedded BI
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Contacts
Customer Events
Communications, Activities Leads, Service Requests
Foundation and Security
Analytics
Apps and Portals
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Differentiate and Reward
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CRM.COM wallet, maintains customer CRM.COM open balance, business open balance, business commerce balance
Passes (gift, topup) crediting the wallet
Offers provide discounts for purchased basket
Rewards provide commerce balance in customer wallet at point of customer interaction based on historic and current purchases
Frictionless flows with demand driven aggregatio. Take the purchase and apply offers refunding into the wallet
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Accounts
Wallet
Passes
Rewards Core
Rewards Offers
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Subscriptions and Commerce
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An enterprise class product catalogue, allowing the brand to easily setup even the most complex product offering, termed or physical
Order to fulfil or order to subscribe with advanced promotions
Subscribe on any billing model: pre-pill, payment driven , post-bill and for multiple frequencies
Diverse subscription models: Termed, Usage (real time charging, allowance based), hybrid termed and usage
Subscription support for a diverse product range: from triple play (voice, data, video) to digital services to usage products (energy, FMCG, horeca)
Extensive support of global and local payment gateways and ability to plug in your own local gateways
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Inventory
Orders
Product Catalogue
Subscriptions
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Business Communities
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A platform topology, with Platform Owner, Service Owner, Business, Merchants (the business network)
B2BSpend across Businesses: Customers spend their open balance across the business network
Promote and Join of Commerce pools across Businesses
Demand based aggregation. Subscribe and buy complimentary products from other businesses with wallet as identity (gym membership, TV subscription) with offers adding discounts to the wallet
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Business Network
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document describes the proposed structures / core areas of the membership economy as introduced / supported by the CRM.COM platform.
Some basic diagrams showing how the four blocks of the Membership Economy developing three typical services, can give an idea of the CRM.COM Membership Economy approach.
The purpose of this document is to enable an integrator/key user to understand what CRM.COM does in terms of key functional areas and the four segments of the Membership Economy.
CRM.COM Introduction
CRM.COM is a SaaS multi-tenant solution that powers the Membership economy
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CRM.COM Platform - the big picture
2 pages
the whole system in 1 diagram
the key components
Standard Rewards plus e-Ordering
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This flow focus mainly on Horeca/Retail Industry
This flow includes Within this flow we can find the CRM.COM interface tools (eg portal, mobile). This makes the user experience more engaging and at the same time minimizes the time to market for developing organizations.
CRM.COM wallet and integrations with organization terminals make the cashout/redemption process even more flexible
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Standard OTT Billing
This These flows are clearly focus focused on OTT organizations (i.e. , media) organizations with no service associated without service-related devices, and on the CRM.COM Subscription and Become a member Member block.
The organizations Organizations use flexible front-end CRM.COM interface tools to help users place an order and sign up for the business offers.
CRM.COM flexible billing helps organizations better control monetization of their offerings. Other additional tools like segmentation and communication automation make the relevant flow more efficient.
The Service Provision function helps organizations better control their offerings, avoid revenue lossesloss, and at the same time provide a better customer experience.
Ready integrations with various payment processors help organizations provide a seamless payment experience
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Standard Rewards Scheme
This bellow The flow present below presents a std reward solution provided by Cardlink (supported for a Greek payment processor) focus , focused on the Horeca/Retail industry and is backed powered by the CRM.COM Differentiate & Reward Block.
This solution provide a cashback at provides cash back to the consumer account according purchasing event based on purchase events that occur on business terminals and offers included in business reward schemesprograms.
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