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Understand the usage of Rewards within CRM.COM

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Table of Contents

Table of Contents
minLevel2

What are Rewards?

Rewards module allows merchants to award loyal customers, with a plethora of Reward Offer options. Awards are directly converted to cash which is either available for spending on specific products at specific times and on specific Units or spent with no conditions at the liking of the customer.
Via the Rewards module you can set up all your business specific Reward Offers, create Rewards Participants,  create Reward Participating Merchants that can have their own Reward Offers, award participants instantly or at a later stage via batch runs, and handle all reward related transactionsall reward related transactions.

Rewards Glossary

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 spendspent. (Optional) 
Rewards Participants

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

Rewards Participating Merchants

Status
colourGreen
titleAvailable from CRM.COM R10.0.0
 

Rewards Participating Merchants are merchants that have a partnership with the business that owns the reward platform and can participate in the provided reward Schemes.
Reward Participating Merchants are contributing on to the amount that is awarded to Rewards Participants, based on rules which are agreed and defined between the merchant and the business.

Merchant

Status
colourRed
titleAVAILABLE FROM CRM.COM R9

Merchants have partnerships with the business that owns the Reward Platform. (For example, a mobile store that is selling subscriptions for an ISP. (ISP being the business that owns the Reward Platform, and the mobile store, being the merchant)
The Unit or the Unit's Group which is included in Reward Offers' Organizational Unit Conditions as either as Award or Spend Condition as well as the Unit defined on Customer Events represents the merchant. i.e. Merchant is not a CRM.COM entity, but is represented by a CRM.COM Unit 

Contribution
Status
colourGreen
titleAvailable from CRM.COM R10.0.0
 		The money that must be given by the Rewards Participating Merchant to the business that owns the Reward Platform, defined as a percentage of the total amount of awards provided to Rewards Participants by the specific Merchant.
Reward SchemesReward Schemes group together Reward Offers and are used to define which Reward Offers will be applicable apply to which Rewards Participants.
You can have multiple Schemes, each one with different Reward Offers, and when signing up Rewards Participants, you can choose in which Scheme(s) you would like them to participate
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 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 Viewing & Cancelling Award Expiration Transactions for more information

Reward Settlements

Status
colourRed
titleAVAILABLE FROM CRM.COM R9

Reward Settlement is a batch process that is responsible for evaluating Customer Events and Spend Transactions in order to debit or credit the Merchant's accounts, based on the awards provided or redeemed.
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

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

Rewards Key Processes and Concepts

Processes / ConceptDescription
Ending Rewards Scheme ParticipationAn agent can end a Rewards Participant's participation on in a Scheme, resulting to halting any awards related to Reward Offers from the specific Scheme, by removing the Scheme from the Participating Schemes section
Awarding Loyal Participants

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

 

Evaluating Customer Events

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 in order 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
    colourGreen
    titleAvailable from CRM.COM R10.0.0

Visit Evaluating Customer Events for more information

Evaluating Spend Request Customer EventsCustomer Events are used in order to evaluate if a customer should be awarded as well as allowed to spend a 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 on 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 of 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
Note

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

Reward Award Validity

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 spent spend them within a specific period of time. Once the expiration date is reached, the participant's Wallet is debited, and the awarded money is no longer available.

In order to 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.

Note

Additionally to the Award Expiration function, the System can also be set only to only allow participants to redeem their Awards after a period of time since the award has passed.
This is defined by the  Allow Spending Only After a Period of Time period Since the Award Was Offered field available at the Spend Conditions of the Reward Offer.

Instant Spent
Status
colourGreen
titleAvailable from CRM.COM R10.0.0
 

There exists 2 models you Thereexist two modelsyou 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 of 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 spent instantly
  • Additional amount that can be spent on a purchase Customer Event (based on what is available in the customer's loyalty account
Rewards Participating Merchants Contributions
 
Status
colourGreen
titleAvailable from CRM.COM R10.0.0
 		Merchants that have a partnership with the business that owns the Reward Platform can participate in the Reward Schemes. Using the module, awards can be given only for events occurring via the particular merchants. For example, a merchant can set up a Reward Offer that will only be applicable when Rewards Participants buy a good form his formhis store.
Additionally. the The merchants can also be required to pay the business that owns the Reward Platform, for the awards that were provided via its own Reward Offers. This is referred to as Contribution and in the system is defined as a Percentage (%).
Amount owed to the business = Contribution % * Awarded Amount

 

 

 

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 to 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

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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 Rewards 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

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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 participated 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 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

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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 onNon TraceablePhysical Goods (i.e. USB, Antenna e.t.c), for every new customer they refer.

An existing customer, Jessie Black, has registered 5 five new subscribers, 3 of which where awarded whichwhereawarded by another Reward Offer and 2 two 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 creates 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 Rewards 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: Managing 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 Rewards 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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