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Excerpt
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Understand the usage of Rewards within CRM.COM

Panel
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Table of Contents

Table of Contents
minLevel2

What are Rewards?

Rewards module allows merchants to award conditional or unconditional cash back based on the complete spend transaction, where cash (when conditional) can be spent on specific products at specific times and at specific channels. Via the Rewards module you can set up all your business specific Reward Offers, create Reward participants and assign Access Tokens to each one for security, execute batch runs and handle both award and spend transactions initiated by Reward participants.

Rewards Glossary

Merchant

TermDescription
Reward Offers

Reward offers are used to:

  • Define an amount of money that will be awarded to Rewards Participants, based on customer events that were performed by them,
  • Define the conditions that should be met in order for an award to be given
  • Define the conditions that should be met in order for the awarded amount to be spend. (Optional) 
Rewards Participants

The customers who have signed up for rewards or have been automatically selected to participate

Access TokensAccess tokens are used to identify a customer, user or app that can access CRM.COM and authenticate them while accessing the system
Customer Events

Customer Events are financial and marketing events performed by customers and are registered within CRM.COM in order to be rewarded or additionally processed by other functions of CRM.COM

Award Reward Transactions

Award Rewards Transactions are used to award a Rewards Participant, for a specific amount of money that was provided by a reward offer, and credit the Rewards Participants wallet for that specific amount.

Visit Viewing & Cancelling Award Rewards Transactions for more information

Spend Reward Transactions

Spend Reward Transactions are used to spend a specific amount of money, that was awarded by a reward offer, and debit the Rewards Participants wallet for that specific amount.

Visit Viewing & Cancelling Spend Rewards Transactions for more information

Award Expiration Transactions

Status
colourRed
titleAVAILABLE FROM CRM.COM R9

The Unit which is included in Reward Offers' Organizational Unit Conditions as either as Award or Spend Condition. The Unit itself might be included in these conditions, or the Unit's Group. In addition, the merchant is the Unit defined on Customer Events and Spend Requests.

Rewards Key Processes and Concepts

Processes / ConceptDescription
Ending Rewards Scheme ParticipationAn agent can end a Rewards Participant's participation on a scheme by removing the scheme from the Participating Schemes section
Evaluating Customer Events

Customer events are used in order to evaluate if a customer should be awarded or request spending an specific awarded amount of money. Evaluating Customer Events to be Awarded & Awarding Reward Offers are applied on customer events of the following types

  • Purchase

  • Referral

  • Web

  • Social Media

  • Achievement

  • Financial Achievement

    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

Visit Evaluating Customer Events for more information

Evaluating Spend Request Customer Events

Award Expiration Transactions are used to expire an awarded amount given to a rewards participant by debiting the reward participant's wallet. Award Expiration Transactions are generated because the reward participant's awarded amount expires due to Reward Award Offer Validity period.

Visit Viewing & Cancelling Award Expiration Transactions for more information

Reward Settlements

Status
colourRed
titleAVAILABLE FROM CRM.COM R9

Reward Settlement Runs evaluate customer events and spend transactions in order to debit or credit the related Organizational Unit's Accounts Receivable (the Merchant account).
Customer Events

Customer Events are financial and marketing events performed by customers and are registered within CRM.COM in order to be rewarded or additionally processed by other functions of CRM.COM

Merchant

Status
colourRed
titleAVAILABLE FROM CRM.COM R9

The Unit which is included in Reward Offers' Organizational Unit Conditions as either as Award or Spend Condition. The Unit itself might be included in these conditions, or the Unit's Group. In addition, the merchant is the Unit defined on Customer Events and Spend Requests.

Rewards Key Processes and Concepts

A reward offer related to customer events can be evaluated, and thus create reward award transactions in 2 occasions:

  • When a Customer Event related with the Reward Offer that has the "Process Immediately" flag checked is saved
    • When a Rewards Run is executed and there exist unprocessed Customer Event related with the Reward Offers included in the run. These are customer events  that have the "Process Immediately" flag uncheckedYou have the option on creating a Reward Offer to define whether related Customer events (i.e. events with "Process Immediately" flag checked) can be processed immediately (i.e. evaluate related Reward Offer immediately and provide the reward award transaction) or whether they can only be processed and evaluated during the Rewards Run.

    The option to allow both Batch and Interactive processing is only available for the following Reward Offer Types:

    • Utilise Free Capacity
    • Increase Revenue, Transaction based
    • Increase Revenue, Product based
    • Reward Behavior

    For the rest of the offer types the evaluation can only be done on Batch mode, via the Rewards Run

    There exists 2 models you can choose from with regards to the exchange of the customer's awards.

    Model 1 - Instant Spent
    Processes / ConceptDescription
    Ending Rewards Scheme ParticipationAn agent can end a Rewards Participant's participation on a scheme by removing the scheme from the Participating Schemes section
    Evaluating Customer Events

    Customer events are used in order to evaluate if a customer should be awarded or request spending an specific awarded amount of money. Evaluating

    Spend Request

    Customer Events

    & Spending Awarded Amount

    to be Awarded & Awarding Reward Offers are applied on customer events of the following

    type
    • Spend Request

    Visit types

    • Purchase

    • Referral

    • Web

    • Social Media

    • Achievement

    • Financial Achievement

      Status
      colourGreen
      titleAvailable from CRM.COM R10.0.0

    Visit Evaluating Customer Events for more information

    Award Reward Transactions

    Award Rewards Transactions are used to award a Rewards Participant, for a specific amount of money that was provided by a reward offer, and credit the Rewards Participants wallet for that specific amount.

    Visit Viewing & Cancelling Award Rewards Transactions for more information

    Spend Reward Transactions

    Spend Reward Transactions are used to spend a specific amount of money, that was awarded by a reward offer, and debit the Rewards Participants wallet for that specific amount.

    Visit Viewing & Cancelling Spend Rewards Transactions for more information

    Award Expiration Transactions

    Status
    colourRed
    titleAVAILABLE FROM CRM.COM R9

    Award Expiration Transactions are used to expire an awarded amount given to a rewards participant by debiting the reward participant's wallet. Award Expiration Transactions are generated because the reward participant's awarded amount expires due to Reward Award Offer Validity period.

    Visit Viewing & Cancelling Award Expiration Transactions for more information

    Reward Settlements

    Status
    colourRed
    titleAVAILABLE FROM CRM.COM R9

    		Reward Settlement Runs evaluate customer events and spend transactions in order to debit or credit the related Organizational Unit's Accounts Receivable (the Merchant account).
    Batch Process Reward Offer Evaluation versus Batch Process & Interactively Evaluating Spend Request Customer EventsCustomer events are used in order to evaluate if a customer should be awarded or request spending an specific awarded amount of money. Evaluating Spend Request Customer Events & Spending Awarded Amount are applied on customer events of the following type
    • Spend Request

    Visit Evaluating Customer Events for more information

    Batch Process Reward Offer Evaluation versus Batch Process & Interactively 

    A reward offer related to customer events can be evaluated, and thus create reward award transactions in 2 occasions:

    • When a Customer Event related with the Reward Offer that has the "Process Immediately" flag checked is saved
    • When a Rewards Run is executed and there exist unprocessed Customer Event related with the Reward Offers included in the run. These are customer events  that have the "Process Immediately" flag unchecked

    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
    You have the option on creating a Reward Offer to define whether related Customer events (i.e. events with "Process Immediately" flag checked) can be processed immediately (i.e. evaluate related Reward Offer immediately and provide the reward award transaction) or whether they can only be processed and evaluated during the Rewards Run.

    The option to allow both Batch and Interactive processing is only available for the following Reward Offer Types:

    • Utilise Free Capacity
    • Increase Revenue, Transaction based
    • Increase Revenue, Product based
    • Reward Behavior

    For the rest of the offer types the evaluation can only be done on Batch mode, via the Rewards Run

    Instant Spent
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
    		Instant Spent
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
     
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
    Awards can be exchanged and spent instantly, i.e. when making a purchase related to an award, the award/money can be automatically deducted from the invoice, like an instant discount.
    Note

    The Instant Spent option can be set on the Reward Offer. This model is only applicable for the following offer types:

    Model 2 - Spend on Request

    Awards are added to the loyalty account and can be spent at a later stage upon the customer's request.
    i.e. when making a purchase related to an award, the money is added to the customer's loyalty account, while the full amount for the current purchase is paid.

    Providing Awards either on the whole amount or per product sold on transaction based Reward Offers
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
     

    The amount or percentage to be awarded is set on the Reward Offer. As a general rule, when a transaction is completed, if the Award Conditions are met then the award is provided on the whole amount.

    An additional option is available, where the award can be provided per item sold within a transaction. i.e. if within a transaction you have 5 different products or 5 items of the same product, then the award will be provided once for every product.

    Note

    The option to set the award, per transaction item, is only applicable for the following offer types:

    Rewards Network Characteristics

    Network Characteristics define the level of access for each record, i.e. Whether it will be available for selection, for viewing or editing etc.

    EntityNetwork Characteristics

    Reward Offer Types

    Rewards Offers
    Rewards Schemes
    Award Rewards Transactions
    Spend Rewards Transactions

    Award Expiration Transactions

    Status
    colourRed
    titleAVAILABLE FROM CRM.COM R9

    Rewards Related Modules

    Interaction EntityHow
    Access TokensAccess Tokens are used to identify a customer, user or app that can access CRM.COM and be able to receive or spend rewards
    Customer EventsRewards can be Customer Event Initiated. Active Customer Event definition must be configured. Customer Events module should be fully understood before proceeding with Rewards
    Wallets

    Awards and Spend Transactions cause Wallet Transactions. An active Wallet Definition must be configured

    Products
    		Products can be used to award or spend rewards
    Accounts Receivable
    		Rewards Participants is related with an account
    CommunicationsCommunications can be send to customer related to their rewards participants, award and spend transactions

    Rewards - Business Examples

    The following section provides business examples to help you understand how CRM.COM Rewards module is used.

    Set up a reward offer for liking the company's facebook page

    Panel
    nameblue
    titleCompany ZX wants to create a reward offer for liking their facebook page

    Business Requirement

    Company ZX would like to set up a reward offer for liking their Facebook page

    CRM.COM Solution

    • Configuration
  • Verify that a Reward Scheme exists in the system, for example "Marketing Reward Scheme" and make sure that there are Reward Participants that are participating in this scheme
  • Set up a Reward Offer Type that can be used only for Facebook likes
    1. Name: Reward Behaviour Facebook
    2. Classification: Reward Behaviour
    • Set up a Reward Offer so that participants can be awarded 1 Euro for liking your Facebook page
  • Name: 1 euro on liking Facebook Page
  • Scheme: Marketing
  • Type: Reward Behaviour Facebook
  • Award Amount: 1
  • Award Conditions:
    1. Facebook likes
    2. Enter Facebook page
    3. Specify any segments or organisational units that need to be included
    • Click on SAVE
    NoteMore Information on Rewards configuration can be found at: Rewards - The Admin Stuff
     

    There exists 2 models you can choose from with regards to the exchange of the customer's awards.

    Model 1 - Instant Spent

    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    Awards can be exchanged and spent instantly, i.e. when making a purchase related to an award, the award/money can be automatically deducted from the invoice, like an instant discount.

    Note

    The Instant Spent option can be set on the Reward Offer. This model is only applicable for the following offer types:


    Model 2 - Spend on Request

    Awards are added to the loyalty account and can be spent at a later stage upon the customer's request.
    i.e. when making a purchase related to an award, the money is added to the customer's loyalty account, while the full amount for the current purchase is paid.

    Providing Awards either on the whole amount or per product sold on transaction based Reward Offers
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
     

    The amount or percentage to be awarded is set on the Reward Offer. As a general rule, when a transaction is completed, if the Award Conditions are met then the award is provided on the whole amount.

    An additional option is available, where the award can be provided per item sold within a transaction. i.e. if within a transaction you have 5 different products or 5 items of the same product, then the award will be provided once for every product.

    Note

    The option to set the award, per transaction item, is only applicable for the following offer types:

    Previewing Awards on Purchase Customer Events
     
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    Many CRM.COM Reward Offers are directly related to Purchase Customer Event, meaning, awards will be granted based on a Purchase Customer Event, given that the offer conditions are met.

    An option is available (ONLY VIA WEB API) to preview awarded amount information, before the purchase customer event is submitted. In greater detail, using the Preview function the following information is available:

    • Amount that will be awarded
    • Amount that will be spend instantly
    • Additional amount that can be spent on a purchase customer event (based on what is available in the customer's loyalty account

     

     

     

    Rewards Network Characteristics

    Network Characteristics define the level of access for each record, i.e. Whether it will be available for selection, for viewing or editing etc.

    EntityNetwork Characteristics

    Reward Offer Types

    Rewards Offers
    Rewards Schemes
    Award Rewards Transactions
    Spend Rewards Transactions

    Award Expiration Transactions

    Status
    colourRed
    titleAVAILABLE FROM CRM.COM R9

    Rewards Related Modules

    Interaction EntityHow
    Access TokensAccess Tokens are used to identify a customer, user or app that can access CRM.COM and be able to receive or spend rewards
    Customer EventsRewards can be Customer Event Initiated. Active Customer Event definition must be configured. Customer Events module should be fully understood before proceeding with Rewards
    Wallets

    Wallets serve as the customer's loyalty accounts. Awards and Spend Transactions cause Wallet Transactions. An active Wallet Definition must be configured

    Products
    		Products can be used to award or spend rewards
    Accounts Receivable
    		Rewards Participants is related with an account
    CommunicationsCommunications can be send to customer related to their rewards participants, award and spend transactions

    Rewards - Business Examples

    The following section provides business examples to help you understand how CRM.COM Rewards module is used.

    Set up a reward offer for liking the company's facebook page

    Panel
    nameblue
    titleCompany ZX wants to create a reward offer for liking their facebook page

    Business Requirement

    Company ZX would like to set up a reward offer for liking their Facebook page

    CRM.COM Solution

    • Configuration
    1. Verify that a Reward Scheme exists in the system, for example "Marketing Reward Scheme" and make sure that there are Reward Participants that are participating in this scheme
    2. Set up a Reward Offer Type that can be used only for Facebook likes
      1. Name: Reward Behaviour Facebook
      2. Classification: Reward Behaviour
    3. Set up a Reward Offer so that participants can be awarded 1 Euro for liking your Facebook page
      1. Name: 1 euro on liking Facebook Page
      2. Scheme: Marketing
      3. Type: Reward Behaviour Facebook
      4. Award Amount: 1
      5. Award Conditions:
        1. Facebook likes
        2. Enter Facebook page
        3. Specify any segments or organisational units that need to be included
      6. Click on SAVE

    Note

    More Information on Rewards configuration can be found at: Rewards - The Admin Stuff

    Provide Instant Discount on an item basis - 
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    Panel
    nameblue
    titleCompany ZX wants to create a reward offer for liking their facebook page

    Business Requirement

    Company ZX would like to provide a 10% discount on each Product sold of type " accessories" at the time of the purchase

    CRM.COM Solution

    • Configuration
    1. Create a new Utilise Free Capacity Reward Offer with the following setup
      1. Award: 10%
      2. Award Scope: Apply Award Per Transaction Item
      3. Spend Method: Instant Spend
      4. Award Conditions: product Type is Accessories
    • User Process
      Every time a new Purchase Customer event is created for an accessory item, the system will make 10% discount for each one of them.


    Provide Instant Discount on a complete transaction - 
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    Panel
    nameblue
    titleCompany ZX wants to create a reward offer for liking their facebook page

    Business Requirement

    Company ZX would like to make €10 discount on the total amount on any purchases made on Hardware

    CRM.COM Solution

    • Configuration
    1. Create a new Utilise Free Capacity Reward Offer with the following setup
      1. Award: €10
      2. Award Scope: Apply Award Per Transaction
      3. Spend Method: Instant Spend
      4. Award Conditions: product Type is Hardware
    • User Process
      Every time a new Purchase Customer event is created including Hardware, the system will make 10% discount on the total amount of the invoice/customer event.

    Award Loyal Subscribers for Rewards Participation

    Panel
    nameblue
    titleCompany ZX wants to award subscription customers

    Business Requirement

    Company ZX would like to award with 5 Euros the Rewards Participants who have been subscribers for a continuous year and participate in marketing schemes

    CRM.COM Solution

    • Configuration
    • Set up a Reward Offer Type
      1. Classification: Reward Subscription Maturity 
    • Set up a Reward Offer 
      • Type: with the above type
      • Scheme: Marketing
      • Category: Marketing
      • Amount: 5 Euros
      • Conditions:
        • Uninterrupted Subscription Period: 1 year
        • Segment Conditions:
          • Included Segments: Effective Subscribers

    • Create a new Reward Run Definition
      1. Name: Award Mature Subscribers once a year
      2. Reward Offer Type: select the type previously created, Award Mature Subscribers once a year
      3. Under Criteria: specify all the criteria that will retrieve the subscribers that have a continuous subscription for the last year:
        1. Reward Schemes: Marketing
        2. Reward Offer Types: Reward Subscription Maturity

      4. Under Scheduling

        1. Schedule the definition to be executed on a specific date and time

        2. Schedule the recurrence to be each year


    • User Process
    • Execute Run Definition
      • Look at the run results
      • Navigate to Award Transactions: transactions have been created for all participants that match the criteria
      • Navigate to the participants wallets: 5 Euros have been credited to participants that match the criteria

    Note

    More Information on Rewards Offers configuration can be found at: Reward Subscription Maturity

    Configure and Reward Existing Customers for Referring Customers

    Panel
    nameblue
    titleCompany ZX wants to configure the rewards for an existing customer

    Business Requirement

    Company ZX provides to each subscriber, €5.00  to be spent on Non Traceable Physical Goods (i.e. USB, Antenna e.t.c), for every new customer they refer.

    An existing customer, Jessie Black, has registered 5 new subscribers, 3 of which where awarded by another reward offer and 2 that have not been awarded

    CRM.COM Solution

    • Configuration
    • Set Up Reward Definitions
    • Set up Reward Offer Type: Award Referrals
      • Classification: Referrals
    • Set up Access Token Definitions
      • Auto create Identifier and passcode

    • Create a Reward Scheme – Marketing

    • Create a Reward Offer : Award Referrals €5
      • Type: Referrals
      • Spend Conditions: Product Type: Accessories
      • Criteria: Reward Offer Type: Referrals
    • User Process
    1. Create Reward Participants for the 6 participants
    2. Create 5 Customer Events of type Referrals (Don’t Process Immediately)
    3. Execute the Rewards Run

    4. Award Transactions will be created of a total €15

      1. Credit Wallet Transaction will be created €15

    5. Create a Purchase Customer Event (Process Immediately)
      1. Products: (Accessories Type)
      2. Total Amount: €15
    6. Create a Spend Request event (Process Immediately) using the Purchase Customer Event created above

      1. Spend Transaction will be created of a total €15

      2. Debit Wallet Transaction will be created €15

     

    Flow

    1. Create Web CE

    Process Immediately

    2. Create Web CE

    Do Not Process Immediately

    3. Execute Rewards Run

    4. Create Purchase CE

    Process Immediately

    5. Create Spend CE

    Do Not Process Immediately

    6. Execute Rewards Run

    CE

    x
    €5

    x

    		 

    x
    €8

    x
    €8

    		 

    Award RT

    x

    		 

    x
    €5

    		   

    Spend RT

    		     

    x
    €8

    Credit WT

    x
    €5

    		 

    x
    €5

    		   

    Debit WT

    		     

    x
    €8

    Wallet Balance = 0

    €5

    €5

    €10

    €10

    €10

    €2

    Note

    More Information on Reward Offers and Run Definitions can be found at: Creating Rewards Offers and Configuring and Executing Rewards Runs Definitions respectively

    Configure and Execute a Award Expiration Transactions Run Definition

    Panel
    nameblue
    titleCompany ZX wants to create a reward offer for liking their facebook page

    Business Requirement

    Company ZX would like to add expiration date on the Awarded Rewards so that Award Transactions can be spent only while are valid and not after their expiration date. Also, each month the company would like to Cancel the expired awards so that no customer can use the awarded amount which has been expired.

    CRM.COM Solution

    • Configuration
    1. Reward Offers should have defined the Reward Awards Validity which will display the date until when the Reward Offer's Awards Transactions can be used.
    2. Wallet Definitions must have set the Financial transactions to be created when:
      1. Causes Debiting Wallets: On Award Expiration Transactions
      2. Causes Voiding Wallets: On Cancelling as Award Expiration Transaction
    3. Set up the Award Expiration Run Definition which will be executed each month to produce Award Expiration Transactions and cancel the Awards that have been Expired
      1. Specify the following
        1. Award Transaction expired X days ago
        2. Reward Offers
        3. Segments to be Included or Excluded from the Run.

    4. Each month and once the Run is executed, the award expiration transactions will be created to expire an awarded amount given to a rewards participant by debiting the reward participant's wallet. Award Expiration Transactions trigger the trigger the generation of Debit Wallet Transactions which will deduct either the whole or some of the awarded amount depending on how much money the participant already spent.

    Note

    More Information on Award Expiration Transactions Run Definition can be found at: Configuring and Executing Award Expiration Run Definitions

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