This guide is designed to help a business understand the CRM.COM solution around online ordering. The guide is set up around a fictitious coffee shop that offers online ordering for delivery and pickup via its mobile app.
Multiple venues for delivery and pickup
The business has the ability to set up its venues (i.e., shops/outlets) by providing contact as well as industry details for each of them. The business can then specify the different rules that apply per venue such as different hours supported for delivery or pickup, different menu etc.
In addition, for each venue CRM.COM provides the ability to define a TAP (Transaction Acquiring Point) where devices such as POS systems are specified to record purchase transactions and subsequently present the venue’s performance data.
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🔧 For more information on how to set up your Venues click here.
Extremely flexible product catalog
The business can easily set up its product catalog including product images and pricing information.CRM.COM allows the business to set up its product catalog in an extremely flexible way and define products including by adding product information, images, pricing as well as their variants (e.g. sizes), modifiers (e.g. sugar, milk), add-ons (e.g. extra espresso shot) etc..
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The products which are defined in the backend are immediately reflected on the mobile app ordering menu complete with their images, components, pricing etc allowing for real time updates of the online ordering menu as and when required.
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🔧 For more information on how to set up your Products click here.
Providing extra incentives to customers via reward offers
Reward offers provide incentives to customers to improve their engagement with the business such as performing more frequent purchases or of higher value. Each offer defines a goal that customers must reach in order to be awarded. Awards earned via offers end up in the customer’s eWallet in the form of conditional cashback which can be spent on subsequent purchases (or instantly as an instant spend) either in-store or via an online order.
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🔧 For more information on how to set up your Reward Offers click here.
Multiple methods of payment accepted
The business has the option to define the methods of payment accepted when a customer submits an online order (i.e., card, cash, eWallet etc.). Cashback awards earned from offers either in-store or via online orders can be used to pay for online orders, thus giving customers extra incentives to use the business’s own online ordering platform.
🔧 For more information on how to set up your Payment Methods click here.
Rich set of ordering policies
The business has the option to set up the policies around online ordering for delivery and pickup and specify the different rules that apply per venue such as minimum cart amount, delivery charge, estimated completion time etc.
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🔧 For more information on how to set up your Fulfillment Policies click here.
Fully configurable look and feel of the ordering mobile app
The business has the flexibility to configure the look and feel of the mobile and set it up according to its brand in regards to font and colors and set up a beautiful mobile app easily as per its brand identity.
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🔧 For more information on how to set up your Applications click here.
Quickly enable/disable online orders
The business has the option to enable or disable the online ordering option at any given time so as to be available or unavailable to customers via the mobile app respectively.
CRM.COM also allows businesses to specify the supported supply methods, i.e., whether they support online ordering for delivery and/or pickup. If required, the business can temporarily disable ordering for either of the supply methods (e.g. if the store is too busy, if a there’s no delivery person is not available etc.).
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🔧 For more information on how to set up your Applications click here.
Multi-channel order fulfillment
There are multiple ways to accept and fulfill an order. Either the order goes directly to the POS (full POS integration required), or is printed on a printing machine, is sent via email to a person in charge or it’s accessed via the CRM.COM backend orders page. The order acceptance as well as the rest of the order lifecycle can be communicated to the customer via real time in-app notifications.
CRM.COM provides a lot of flexibility to easily manage the lifecycle of an order with a simply drag and drop from one state to another until it’s fulfilled.
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🔧 For more information on how to use Orders click here.
Clever automations
Automations can be set up for a broad set of areas in CRM.COM including automated customer notifications sent to customer when certain events trigger the automations. For example, or order acceptance or completeness an in-app notification is sent to customers in real time to stay informed at any time regarding the progress of their order.
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Fully configurable mobile app
When all the setup is in place the business is ready to accept online orders via the mobile app in a friendly, quick and easy manner.
The mobile app is fully configurable from the CRM.COM backend and has a highly intuitive UX thus very easy for a customer to submit an online order via the mobile app.
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Behind the scenes
CRM.COM handles the whole process around an online order from the moment the order is placed until the payment is confirmed, money is deducted from the customer’s bank card and credited to the coffee shop’s account.
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