Item

Description

contact

Contact is the core entity of CRM.COM Platform and represents a physical person or a company with which a business interacts. Contact includes information such as emails, phones, addresses, demographic data, Financial, Subscription data and marketing settings.

segmentation

Segmentation allows businesses to create groups of contacts based on specific criteria. These criteria can be static (eg demographics) or conditional (eg ownership of a service). As a result, customer segments or personas can be targeted with more personalized way (i.e.,Pricing, Communication Plans) with obviously better success rates. Segments can also be created by importing list of contacts from Analytics tools like Mixpanel or marketing tools like Mailchimp

communications

Communication is the interaction between contacts and businesses using different channels. CRM.COM Platform supports Email, SMS, notifications. The communication is triggered by either due to a system one-time event or a system scheduled event or directly from the user.

Communications plan facilitate this communication to engage contacts with the businesses. They are scheduled to run either once or repeatedly, they have a start date/time, end date/time, and a repeating time interval. For each plan, the recipients are defined using the predefined customer segments.  

account

Account is a ledger of financial transactions carried out between a company and its contact / customers (i.e., invoices, payments). Account keeps the running balance of a contact / customer and an manage debit and credit transactions posted against. Account created upon contact creation

account financial transactions

• Invoice : a financial doc issued for services /goods bought by account owner (items, prices)

• Credit note : financial doc issued to adjust/fix the items/prices of a specific invoice (issued against invoice)

• Payment : financial doc issued to settle an outstanding amount of a specific invoice (issued against invoice)

• Refund : financial document issued by a business to a customer in order to fully or partially refund a specific customer’s payment (issued against payment)

• Payout : financial document issued by a business to a customer in order to return back money directly to the customer’s funding source (i.e., bank account or card). (issued against no any financial doc).

contact registry

Contact registry is a directory of Contacts who are registered in CRM.COM, platform (i.e., name, email address, phone, language etc.).

The Contact Registry can be enabled and maintained either at the Service Owner level or at the Business level. In the first case Businesses cannot register/create their own Contacts, but they must sign-up a contact to their business by using Service Owner Contact Registry. In the second case Businesses can register Contacts of their own.

wallet

The CRM.COM support an EMI grade wallet, which is created upon contact creation and maintains multi-currency balances for a contact. Wallet is a mini ledger that can easily be topped up by credit events or by awarding through a reward offer. CRM.COM wallet have two type of balances. Open balance, with no spending conditions, fed by wallet journal transactions and Commerce balance with spending conditions, fed by rewards. CRM.COM wallet store money that can be used to fund various transactions for a specific business or CRM.COM Partners Ecosystem.

wallet payment method

CRM.COM wallet wallet can have its own payment methods that show how the wallet is funded whenever required. Multiple payment methods, of type card can be added but the first added is also the primary one by default

events

Events are actions resulting from a CRM.COM log entry which has been triggered by a system user, a system process, a Contact or an external system, and successfully processed by CRM.COM.

Events can be consumed by various CRM.COM processes/services like segmentation/awards reports/insights, webhooks.

passes

A pass credits a customer’s wallet (open/commerce balance) or provides a discount on a product or service being purchased. A pass has an expiration date and spend conditions may apply. There are three types of passes:

• Promotion pass is created by a purchase event (contact) and provide an instant discount (amount or percentage). Used mainly in promotional actions.

• Gift pass can be either electronic or printed and usually redeemed by a registered contact during a purchasing action(conditional spending). Printed are pre-generated and electronic are on demand.

• Top-up passes can be also printed or digital and their scope is to top-up a contact’s wallet with a specific amount of money.

pass plan

Pass Plan is the configuration framework mandate the the behavior (i.e., printed, electronic) and characteristics (i.e., number, value) of the passes.. A Pass Plan, control and generate one or more passes.

product catalogue

A product catalog includes a list of physical goods and services that a business is selling, together their basic characteristics, pricing information and promotions. All the products of the catalogue can be sold through an order or an invoice. The product catalog also includes business rules and restrictions (i.e., discounted prices, rental prices, bundles structure)

A product catalogue support multiple prices based on specific platform business rules (i.e., country of operation, currency)

orders

Order is the process of fulfilling, a platform contact (consumer) request to purchase goods or services from a Business. From the supply side the Businesses use orders to serve the Contact’s request (i.e., order to fulfill, order to subscribe) and receive payment for the order.

CRM.COM platform support a very flexible, multi-domain and end-to-end order process (i.e., initiate, process, charging/invoicing, delivering/provisioning).

CRM.COM platform support all possible ways of physical products/services supply:

• Delivery : when the contact create an order set a delivery address (according platform businesses structure)

• Pick-up : The contact designates the business locations from which the ordered items will be collected

• Direct Sale : This supply method is applicable only for digital services

The supply method is important since it could affect pricing, applicable taxes, and promotions.

An intelligent Quotation platform feature can give an accurate estimation of the cost of an order. The Quotation is automatically generated during the ordering process, so that Contacts can be informed of the order cost, when a payment is due, and how much they will have to pay at the time of ordering. During the ordering process, the quoted amount is automatically adjusted according to the selected items and quantities for ordering.

rewards

subscriptions

App and Portals

Analytics