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 for an award to be given
• Define the conditions that should be met for the awarded amount to be spent. (Optional) 

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

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 Managing Award Transactions for more information

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 Managing Spend Transactions for more information

Award Expiration Transactions are used to expire an awarded amount given to a Rewards Participant by debiting the Rewards Participant's Wallet. Award Expiration Transactions are generated because the Rewards Participant's awarded amount expires due to Reward Award Offer Validity period.

Visit Managing Award Expiration Transactions for more information

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

CRM.COM Reward Platform, allows you to award loyal customers not just on money being spent but in various other cases that are helpful for Marketing Promoting

• Award customers based on purchases by using any of the following Reward Offers:
  • Award based on the value of their purchased Products
    • Increase Revenue, Product Based
  • Award based on the value of their Transactions
    • Increase Revenue, Transaction Based

  • Status
    colour Green title Available from CRM.COM R10.0.0

    Award based on specific Financial Achievements( user defined) who they have accomplished in general or within a period for a specific amount or for any amount
    
    • Reward Financial Achievement
  • Award based on specific Achievements (user defined) who they have accomplished in general or within a period for a specific amount or for any amount
    • Reward Achievement
  • Award based on the value of the purchase transactions they have performed within a specific period; i.e. the offer is accumulative. 
    • Reward Loyalty, Transaction Amount Based
  • Award based on the amount of the purchase transactions they have performed within a specific period; i.e. the offer is accumulative. 
    • Reward Loyalty, Transaction Number Based
  • Award based on purchases made on specific dates / hours associated with any or specific Products.
    • Utilise Free Capacity
      
      

• Status
  colour Yellow title Available from CRM.COM R11.0.0

  Award customers who have reached specific key business objectives as measured through Financial Statement Customer Events
  • Reward Financial Statement
    
    
• Award customer based on common business characteristics which can be determined by one or multiple Segments
  • Just Money

• Award customers for liking the business Facebook page or visiting the business website by using the following Reward Offer:
  • Reward Behavior
     
• Award customers on their birthday by using the following Reward Offer:
  • Reward Birthdays
     
• Award customers on their name-day by using the following Reward Offer:
  • Reward On Name-day
     
• Award customers for providing all their personal details, such as email addresses, telephones, addresses, etc. by using the following Reward Offer:
  • Reward Personal Data Completeness
     
• Award customer for referring friends by using the following Reward Offer:
  • Reward Referrals
     
• Award customers on signing up to the Rewards Platform by using the following Reward Offer:
  • Reward Sign Ups
     
• Award customers for being loyal subscribers, with no deactivation periods throughout their subscriptions by using the following Reward Offer:
  • Reward Subscription Maturity

While some Reward Offers awarding can be deduced from data registered in the System, i.e. name-day, birthday, subscription maturity, most of the Reward Offers require the creation and evaluation of Customer Event to be awarded. Customer Events of the following types are used and evaluated by the Rewards Engine

• Purchase

• Referral

• Web

• Social Media

• Achievement

• Financial Achievement

  Status
  colour Green title Available from CRM.COM R10.0.0

• Financial Statement

  Status
  colour Yellow title Available from CRM.COM R11.0.0

• Spend Request

A Reward Offer related to Customer Events can be evaluated, and thus create reward Award Transactions on two 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

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

Once a Reward Offer iscreated and set as effective, Reward Participants are eligible to get awarded by the Offer as long as it belongs to a Scheme they participate.
However, you have the option to define specific periods during which the Reward Offers will be used for awarding Reward Participants, even if they are effective. The following options are available:

• Always Valid from Effective Date onward
• Specific Period: Make a Reward Offer available for a specific period
  

  Status
  colour Yellow title Available from CRM.COM R11.1.0

• During Birthday Period: Make a Reward Offer available on a Participant's birthday
• During Name-day Period: Make a Reward Offer available on a Participant's name-day
• During a recurring Period: Make a Reward Offer available during a specific period of the year, every year, such as Christmas Season Offers.

Awards are added to a Rewards Participant's Wallet and they can be spent conditionally (specific products, specific times and days of the week, or at specific places) or unconditionally.
In addition to the above, the business can set an expiration to the awards, thus encouraging them to spend them within a specific period. Once the expiration date is reached, the participant's Wallet is debited, and the awarded money is no longer available.

To set a Validity Date on the awards the Reward Award Validity attribute must be set on the Reward Offer at the time of setup, and the Expiration Process must be executed to identify expired awards.

Rewards Participants have the option to define whether they wish to enable Instant Spent; this means that 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.

The Instant Spent Authorisation, is done regardless of the Instant Spent setting on the Reward Offer and it is only applicable for the following offer types:

• Utilise Free Capacity
• Increase Revenue, Product Based
• Increase Revenue, Transaction Based

If many Reward Offers are set up in the System, then an event may be awarded multiple times, that is, whenever the Reward process is executed.
Option is available to only award an event once, with the Award from the Reward Offer that gives the highest awarded amount, every time the Reward Process is executed.

The "Best Award" decision process can take place either when the user works with an Interactive Rewards Model, or a Batch Rewards Model.

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 different products or 5 items of the same product, then the award will be provided once for every product.

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 spent instantly
• Additional amount that can be spent on a purchase Customer Event (based on what is available in the customer's loyalty account

There is the option to debit or credit Merchants' accounts, based on the Awards provided through their Reward Offers, and the spending of Awards done via their Units.  For example:

• When an Award is handed via a Customer Event that was created by Merchant A, then Merchant A's account will be debited with the Award amount.
• When a Spend Request Customer Event is created by Merchant A, then Merchant A's account will be credited with the spent amount.

View Using Reward Settlement Run Definitions for more information.

In the case, that the POS of your Reward's Platform Participating Merchant cannot be changed so that it fully integrates with CRM.COM, in order for redemption of awards to be done through Participant's Wallet, the System allows you to credit the Accounts Receivable of the Participant with the amount of money that should be paid to the merchant through the redemption of the participant's awards.

When Rewards Participants, wish to redeem their awards (i.e. Create Spend Request Customer Events) the System apart from debiting the Wallet of the Participant, so that a correct balance is maintained, it also automatically credits the Accounts Receivable of the Rewards Participant, with the amount it should be redeemed.

For example, if the customer wants to buy something worth €115.00 of which €15.00 is the redemption of awards, the customer will pay the full amount to the merchant, and the System will credit the Account Receivable with €15.00.

The option to credit the Accounts Receivable is optional and it can be set up on the Rewards Participating Merchants. In order to help you identify the Accounts that should be handled a Report is available in the System: Rewards Participating Merchant Credits Report

• Controlled Selection Access Entities

• Explicit Viewing Entity

• Controlled Selection Access Entities 

• Implicit Viewing Entity

• Implicit Viewing Entity

• Implicit Viewing Entity

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