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Introduction

This TThis document gives provides an overview of how the CRM.COM platform powers the membership economy and ultimately helps proud brands evolve from tactical regular transactions to strategic memberships.

In the table bellow following tables we present all major the CRM.COM Platform Products structure and the main SaaS components with a short brief description. All services supported by the platform is are a combination /sequence of those componentsthese elements

The diagrams at the end of the document show how the four CRM.COM platform products were used to develop three typical services. Here its obvious it is evident how the platform uses various platform features/components to implement specific services.

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The purpose of this document is to enable the integrator/key user and provide an outline overview of what the CRM.COM platform can do in terms of the key functional areas and the four products offered. With a similar way Similarly the platform can support any service associated with related to our target vertical industries

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The purpose of this paragraph is to describe the structure of the CRM.COM platform, regarding the 4 Products and the core S/W components.

Finally, every integralintegrator/key user will have a clear understanding of CRM.COM SaaS

CRM.COM 4 Products and Key Features/process covered

In the following table below we can see a summary of the CRM.COM Platform products platform product structure with some information about the main features and supported processes.

The purpose of this table is to make it clear for each integrator/key user what the structure of the 4 products is and finally to have an idea of their main features.

Membership Product

Key features and process coverage

Identity Management

  • Identity management and self service API

  • Ready made app, portal and mobile passes; app and portal published by the service owner

  • Transaction Processor and POS integration capturing customer purchases and spend requests

  • Segment customers into multiple micro-personas using the advanced CRM.COM embedded BI

Commerce Wallet and Digital Promotions

  • CRM.COM wallet, maintains customer open balance, business open balance, business commerce balance

  • Passes (gift, top-up) crediting the wallet

  • Promotion (instant) and reward (accumulated) offers provide discount or commerce balance in customer wallet at point of customer interaction based on historic and current purchases

  • Friction-less flows with promotion based aggregation. Capture the purchase and apply offers refunding into the wallet

Subscriptions & Commerce

  • An enterprise class product catalogue, allowing the brand to easily setup even the most complex product offering, termed or physical

  • Order to fulfill 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 (IoT, energy, FMCG, HoReCa)

  • Extensive support of global and local payment gateways and ability to plug in your own local gateways

  • Inventory and device management

  • An enterprise class provisioning layer for multiple triple play and IoT platforms (WIFI, broadband, telephony, OTT video) and ability to plug in your own local provisioning providers

Business Communities

  • A platform topology, with Platform Owner, Service Owner, Business, Merchants (the business network)

  • B2B Spend: Customers spend their open balance across the business network. Accept the wallet of your partners

  • B2B Connect. Be a B2B Merchant of another business or enjoy other businesses being your B2B Merchants. Do joined promotions and engage in commerce with your B2B connections

  • B2B Commerce Pools. Publish or auction your idle capacity for partners to sell or provide as a gift, benefit, promotion

  • B2B Promotion based aggregation. Your customers subscribe and buy complimentary products from other businesses with wallet as identity (gym membership, TV subscription) with offers adding discounts to the wallet . Addressing the use case of buy from my partner and I add to your wallet part of the better price I negotiated

  • B2B Commerce based aggregation. Sell from your product catalogue services and products of 3rd parties; and take charges as purchase events reconciled to your invoicing

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Below you can find a summary table with of the main components of the CRM.COM platform together along with a brief description of their purpose/functionality.

The intention purpose of this table is to make it clear for each integrator/key user what the main components of the platform are and ultimately to have an idea of their main functions.

Item

Description

Contacts

Contact is the central process of the software, representing the customer of the business. Contacts can be created in 3 ways:

  • Created as part of an import and using the back office API

  • Created via UI back-end

  • Self Service Registration

Customer Events

  • Support for Purchase, achievement, referral events

  • Customer identification based on contact id, contact code, CIM, gift card number, OTP

Apps & Portals

 Apps & Portals is a utility of CRM.COM that allow a key user to configure with no code the business front end tools: Native APP and Portal.

These front end tools allow the customers of the business, the contacts, to carry out numerous self service processes such as registering, ordering or buying a subscription.

Communications

Communications is simply a record of a communication with a contact. It can be manually generated by a user, an API, or system generated, either via a Communication Plan or an event based communication.

System generated communications are multi-channel, currently supporting Email, SMS, and in-app Push Notifications.

Service Requests

It is a request ticket for service by a contact to the business.

Service request can be submitted by a back-office user or directly by a contact via self service APIs (e.g., CRM.COM app or portal).

A service request always belongs to a Queue. A Queue is a CRM.COM user defined grouping method that is used to group similar service requests (e.g., reward or billing requests)

Analytics for Identity management product

CRM.COM Analytics provide an in-depth analysis of a business’s data aiming in:

  • View the business’s performance in various aspects such as financials, contacts behavior (purchases, awarding) as well as performance of various organization within the business network

  • Enabling in-time decision making by checking out behavior patterns such as service churns, MRR

Activities

An Activity is a task that can be scheduled to take place for a Contact and can optionally refer to a Lead, Service Request or Order.

Leads

Leads denote prospective business by a contact.

A lead belongs to a queue, which usually represents a Sales Force Automation model with predefined stages.

A lead always ends up being won or lost.

Wallet

  • An EMI grade multi-currency wallet maintaining an open balance per currency and multiple commerce pool balances for a customer of a business

  • Multi-business wallet, allowing a customer to link their existing wallet to a new business they sign up. Business still maintains full ownership and control of the business balances

Passes

A pass is a process that unlocks a gift, top-up or promotion for a contact.

When a pass is redeemed (unlocked) it will either credit money into the contact wallet or activate an instant discount because of an associated offer.

A pass can be either printed or electronic format (distribution methods).

Accounts

An account is a ledger of financial transactions carried out between the Business and its contacts or the Business and its merchants/service providers. Account basic features are : id, classification, credit term (credit limit, payment terms), currency, primary, state.

Payment Methods

Payment methods are the acceptable means by which a business can collect money from its contacts, to pay for products or services purchased from the business.

Rewards & Digital Offers

Rewards within CRM.COM apply digital offers against a customer event or a CRM.COM initiated process such as subscription maturity. Rewards award contacts a commerce credit in the CRM.COM wallet.

A key process of Rewards is the Redeem, which evaluates the purchase event against the existing commerce balance and converts it to open balance.

Product Catalogue

The product catalogue consists of the list of products that a business is selling, their prices, as well as promotions applied on purchasing these products.

A key attribute of a product is the organization that owns the product and can be the business or a merchant / service provider. The organization that owns the product will also manage it and price it.

Order Management

Orders placed by contacts (B2C/B2B contacts) to purchase physical goods and services offered by the business or the business’s merchants in its business network

An Order is fulfilled by either the business or one of the merchants/venues (Delivery, Pick Up, Direct Sale)

An Order follows a Queue that defines its :

  • Sequence of stages that the order goes through until its completion

  • The Point of no return

  • Milestone invoicing in one or more stages

Subscriptions & Usage

A subscription is a collection of services a Contact subscribes to, billed for on a recurring basis. Apart from the services provided, the subscription also outlines how, and when the Contact will be billed, as well as the payment terms. In general a subscription’s main characteristics are: State, Billing day, Payment method.

A usage service is any service consumed and has to be billed based on the volume consumed like data, phone calls, fuel, electricity. A usage service has a measurement unit used in measuring the consumed volume and a price per measurement unit. A usage service can only be consumed when a contact subscribes to either a termed service or a one-time service.

Inventory (including devices)

  • Business has a single Warehouse to keep track of its stockable physical goods balances. Created on sign up

  • The Warehouse maintains a dimension called locations, which allows stock to be allocated (assigned) to any logical dimension, such as a location in the warehouse, an installer van or a service provider.

  • Stock-able items are the physical goods for which stock levels are maintained. Only physical goods (traceable or not) can be marked as stockable in their product types.

Business Network & B2B

Business Network is the CRM.COM organization topology, with Platform Owner, Service Owner, Transaction Processor, Business, Merchants, Venues and B2B connections. B2B connections are the Organizations of the business that are B2B Merchants or B2B Peers.

Security & Foundation

Security allows the setup of policies governing access and actions permissions to CRM.COM system features, ranging from creating API keys for client-external applications, to setting-up user roles and inviting users. Security settings covers all organizations of the CRM.COM Business Network structure (e.g., Cloud Operator, Business, Merchant/Service Provider).

Foundation cover other global functionalities of CRM.COM Platform like: Automations, Custom fields & forms, Time travel, Approvals, Events & Logs.

Settlements

The process where awards and spend are settled between organizations. Award settlement involves debiting the organization that provided the award; either when awarded or when redeemed.

Spend settlement involves crediting the organization that the wallet open balance was used.

CRM.COM Platform basic flows

OTT Subscription & Billing

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This feed is clearly focused on OTT organizations (i.e. ie media) without devices associated with services and the organizations without device-related services using CRM.COM Identity Management and Subscriptions & Commerce productproducts.

Businesses can use CRM.COM's user interface processes ready-made Apps & Portals to help users place an order and sign up for business offers.

CRM.COM billing helps businesses better manage the monetization of their offerings. Other additional

Additional services, such as segmentation and communication automation, make the relevant flow more efficient.

The Service provisioning components helps businesses better control their offerings, avoid lost revenue, and deliver a great customer experience at the same time.

Ready-made integrations with various payment processors help businesses provide a seamless payment experience.

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e-Ordering and Rewards

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The following flow represents an end-to-end process where a single an individual organization/business uses a Finance & Rewards product to Identity Management and Wallet & Digital Promotions products to onboard/register contacts, build offers and finally reward an online ordering process.

This stream is mainly focused on the Horeca/Retail Industryindustry.

Within this stream we can find many innovative CRM.COM services (eg portal, mobile passes). This makes the user experience more engaging and at the same time minimizes time to market for organizations involved in the process.

CRM.COM wallet and ready-made integrations with business terminals make the cash out/redemption process payment/payout processes even more flexible

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Purchasing, Rewards Scheme and Cashback

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The flow below presents a std rewards solution as it has been developed for a major Greek payment processor, focused on the Horeca/Retail industry and supported by the CRM.COM Financials Wallet & Rewards Digital promotion product.

This solution provides cashback to the consumer account based on purchase events that occur at business terminals and offers provided by business rewards programs.

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