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Learn to work with Rewards |
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On this page
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Overview
Rewards enable organizations to remunerate customers for their loyalty and provide them with an incentive to repeat their business. Through rewards programs, organizations can acquire data on individual customer so as to better understand their behavior. Using a structured and measurable approach enables a company to construct effective marketing campaigns and achieve business growth by targeting new customers, increasing the spending of current customers, improving customer churn rate or shift customer spending to products with a higher profit margin.
Rewards can be converted into cash and redeemed either at the customer's discretion or subject to conditions, such as on specific products and/or at a specific time and place).
Major features
- Operator board used to:
- Create new reward schemes and offers
- View information on current schemes and offers
- View reward participant, award and spend statistics
- View the customers participating in selected reward scheme
- View the reward partner agreements of a scheme.
- Reward schemes can group together reward offers applicable to their participants
- Business specific reward offers
- Reward participant by crediting their wallets, either instantly, or subsequently through batch runs
- Reward participants on specific occasion, such as their birthday, name day or during a recurring period such as the Christmas or Easter season.
- Handling all reward transactions; awards, spends and expiration from one central location
- Provision of instant discounts on purchases through instant spent
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If your business model includes several merchants contributing to your rewards platform, also refer to Multi Merchant Reward Platform. |
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| Configuration > Rewards Application > Access Rewards Admin |
Rewards admin
Rewards admin is used to configure CRM.COM to meet the requirements of your rewards program. Rewards admin can also be used to view:
- Registered rewards participants
- Rewards transactions (award, spend, award expiration transactions)
- Rewards participation agreements
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| Reward Offer Types | Classifications define the behavior of reward offers. User definable types are used to distinguish between reward offers of the same classification. Configuring multiple types of the same classification, allows you to include or exclude reward offers of the same classification from evaluation. Additionally, you can define specific categories that will only be applicable for reward offers of each type. A single reward offer classification can be selected when creating types:
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| Reward Offer Categories | Categories, such as 'marketing' or 'loyalty', are used to group reward offers and can be used by the business for reward analysis purposes. | ||
| Reward Offer Templates | Templates can be used to facilitate the transfer of configured information when creating new reward offers (particularly helpful when setting up multiple reward offers of the same type with common characteristics).
Reward offer templates can also be easily created using an existing offer, by using 'SAVE AS TEMPLATE' from the Actions menu in the reward offer Data Entry page. | ||
| Settlement Settings | Define how financial transactions will be posted against the accounts receivable of reward participating merchants. The transactions use an interactive and batch settlement process that debits or credits merchant accounts. The process takes into consideration the rewards awarded and redeemed by each merchant as well as their agreed reward percentage contribution. The accounts receivable of the merchant cannot be settled unless settlement automation is enabled. Refer to Multi-partner Rewards Platform for more information on the settlement process. | ||
| Rewards Operator Board Settings | Define the default layout of the board including available actions and dashboards. The board brings together reward scheme information including reward offers, participants, and merchants. 'Enable' the classification of reward offers that should be available to be created through the board. Select a category for the classification: Common (used most often) or Advanced (less common). | ||
| Rewards Participants | |||
| A searchable list of all reward participants registered in the system. | |||
| Rewards Transactions | |||
| A searchable list of all all award, spend, and expiration transactions. | |||
Rewards Participation Agreements (View Multi-partner Rewards Platform for more information on setting up and using) | |||
Partner Unit/Group Rewards Participation Agreements | View or create new rewards participating merchants (units) or merchant groups. | ||
| Reward Settlement Runs | Debit or credit merchants accounts. The process takes into consideration the rewards awarded and redeemed by each merchant as well as their agreed reward percentage contribution. | ||
Anchor scheme scheme
Reward schemes
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Rewards > Manage Reward Schemes |
Reward schemes are used to group reward offers and keep track of eligible customers participating in each scheme. Once setup, schemes are added to reward offers and participants.
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Reward schemes are also defined in the partner agreements of multi-partner reward platforms. |
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Sign Up Settings | Settings associated to signing up for participating in the scheme. Enable Self sign up: This information is used by 3rd party systems, (such as a mobile app or portal). If enabled then the scheme will be available to participants to select it and become participants of the scheme. Requires Reference Code on Sign Up: The reference code is usually a 3rd party id (i.e. student identification number) which is saved on the participant and its authenticity can be validated by external systems. If enabled then a participant won't be allowed to sign up the scheme unless a valid reference code is provided.
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| Award Validity Settings | Validity settings can be defined in a reward scheme to define the period within which earned awards can be spent. Reward offers participating in the scheme can either inherit the validity settings define their own. | ||
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The settings that are used to display scheme information on the mobile app and portal Image: Upload the image that you want to display for the specific scheme. This image will be used in multiple places to represent this scheme. Upload an image in PNG or JPG format Background Image: Displayed behind the offer's image and behind any background specified at the offer's description section. If the image will be used by the CRM.COM mobile application, the image should be of PNG or JPG format. Background Colour: The background is displayed behind the scheme's image and description background. You may add an image or specify a color in a hexadecimal format (#XXXXXX) Long Description: Defines, through a WYSIWYG editor, the scheme's long description Short Description: Defines, through a WYSIWYG editor, the scheme's short description | |||
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Offers can be created from scratch or by using templates. Click on NEW in the Manage Reward Offers page and select either Reward Offer and Reward Offer From Template. In either case, first select the classification, which determines the basic reward offer parameters. Continue by defining the actual awards and the conditions for earning and spending them.
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Additional fields available to specific reward offer classifications are documented in the (Additional fields) table below.
Mandatory Configurable
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Reward Scheme that the offer is a part of. Customers must participate in the scheme to be eligible for offers. Classification: Select based on the required reward settings. Type: Determines the business behavior of the offer (i.e what type of award and spend conditions will be available etc). Filtered using the organisational unit of the logged in user and the selected classification Category Evaluation Method:
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| Latest Effective Date: The last time that the Reward Offer became 'Effective', set or updated each time the life cycle state of the offer is changed from 'Not Effective' to 'Effective'. Validity defines the period during which that the offer is effective. Validity options include:
Only customer events created within valid periods are rewarded. | ||||||||||
| Award: Select between Award Amount (specific amount) and Percentage on Awarded Amount within X UOT (calculated based on award over a period). For the Percentage on Awarded Amount within X UOT also select either Consider all types of awards orConsider specific type of awards (for rewards provided by offers of a specific type or that belong to specific schemes).
Spend Method: How money earned from an award can be spent
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| Valid After a Period of Time Since the Award Was Offered: Represents the period that should pass before an award can be spent. Award Expires: The period during which a reward can be redeemed (spent).
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| Award Conditions | |||||||||||
Conditions are evaluated by the system to determine whether an event should be rewarded. Different conditions apply according to the classification of the reward offer. View the table that follows. | |||||||||||
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Conditions applied for spending rewards, such as on a specific product, place or time. | |||||||||||
Contribution Rules (Available when organisational conditions are defined in the Award Conditions section) | |||||||||||
A contribution rule determines the percentage of the awarded amount that should be provided by the rewards partner (organisational unit). By default, the partner contribution is 100%. A new contribution rule can be created for each partner added in the Award Conditions. Unless a partner is defined the contribution rules cannot be added. An existing rule can be applied by using ADD IN EXISTING CONTRIBUTION RULE. This is only available if existing contribution rules are set to be applied to specific offers and not all offers. To create a new rule, provide the required information and click on ADD MORE INFORMATION (below the rule) to provide conditions. For more information on setting up contribution rules refer to Multi-partner Rewards Platform - Contribution Rules. | |||||||||||
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Settings that are used to display offer information when integrating with a mobile app and portal.
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| Award Conditions | |||||||
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| A list of products, product types or product families that should be provided on the customer event. | ||||||
| A list of payment medium brands or payment medium types that should be associated with the customer event. | ||||||
| A list of areas, cities or districts, of which at least one should be included in the active address of the rewards participants. | ||||||
| The longest period that the Customer Event can remain unprocessed before becoming invalid. | ||||||
| Include Rewards Participants Included in Segments: Add segments that can be rewarded. Exclude Rewards Participants Included in Segments: Add segments that should not be rewarded. Segments for the following entities can be selected:
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| A list of groups or units that submitted the customer event and are allowed to award the offer. | ||||||
| The day of the week and time during which the event should take place for it to be eligible for a reward. | ||||||
| Spend Conditions | |||||||
| A list of products, product types or product families that the awards can be spent on. | ||||||
| The days and/or at time on which the awarded offer can be spent. | ||||||
| A list of groups or units that the reward can be spent on. For rewards participants to meet the criteria and redeem awards, the unit of the spend request customer event must be included in the organisational conditions. | ||||||
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| Module Link | Area | Description |
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| Customer Events | KPI | Set up KPIs for use in the financial statement reward offer classification. |
| Products | Products | Set up the products that can be used in the award and spend conditions of reward offers. |
| Network Management | Unit Group Community | Set up the organisational units which can be used in the award and spend conditions of reward offers. |
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Awarded funds can be subject to an expiration date. If this is the case, the funds are expired through a background recurring process that expires funds in one flow. An award expiration transaction is created, as well as a debit wallet transaction, which deducts the funds from the wallet so that they can no longer be spent.
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- Total awarded amount which was not spent
- Awarded amount per month during last 12 months
- Top 5 offers based on the awarded amount during last month
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| Contact Information | |||
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| The contact details of the participant | |||
| Account Information | The account of the participant which is associated with the wallet that will be credited by awards and debited by spends. | ||
| Payment Preferences | The methods used by the participant to get refunded by merchants (usually through an online payment gateway), when the award is not in the form of a discount.
To be available for selection, a payment preference must be included in the active accounts receivable definition. The available fields depend on the type of the configured payment preference. | ||
Phones Emails Addresses Demographics | The contact details of the participant. | ||
| Signup Details | Life Cycle State: Can be 'Effective' or' Terminated'. Signup Date Signup by Unit Participating Reward Schemes: A list of reward schemes that the rewards participant has joined including signup date and unit (merchant). If a reference code is required by the Reward Scheme this is available here. (i.e. a student id) Termination Information: Information for terminated participants. The reason for terminating participants is selected from a predefined list:
If the termination reason is set to 'Duplication', then the rewards participant which replaced this participant is available. | ||
| Wallet Information | Read-only information, including wallet balance and conditions on how wallet funds can be spent. | ||
| Authorisation & Authentication | |||
Authorisation Settings & Preferred Language | Preferred Language: Used for communication purposes. If none is specified, the system uses the default language. Send Direct / Affiliate Marketing Material: Enable accordingly to determine whether the contact should be forwarded direct (in-house) and affiliate (partner) marketing material and customer care notifications. The date on which the authorization was last updated and the user is displayed. Customers can opt in and out of mailing lists (i.e., update their authorisation settings) directly from their email. For information on setting up and using authorization settings, refer to contact notification preferences. | ||
| Access Tokens | Tokens which are linked with the participant and are used to identify the participant accessing CRM.COM from third-party systems such as a web portal or a mobile applications. An access token can be automatically generated if defined in the access token definition. | ||
Automatic Spend Rules
| Enable Allow Automatic Awards Spendingto automatically redeem award amount available in the wallet of the participant. Allowed Amount to Spend Range: The amount that will be automatically spent when the participant makes a purchase. Minimum Required Wallet Balance (to automatically spend upon a purchase) Authorised Partner Unit Rewards Participation Agreements Refer to Spending wallet amount upon purchase without request for more information on how automatic spend works | ||
Spend Blocking Rules | Block participants from spending awards if Allow Rewards Participant to Submit Spend Requests is not enabled. | ||
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- Navigate to Manage Rewards Participants and EDIT the participant you wish to sign off from a scheme.
- Go to the Participating Rewards Schemes section.
- Check the check-box next to the scheme that you would like to sign the participant off from.
- Click on Remove and SAVE from the Actions menu.
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- Navigate to Manage Rewards Participants and select a participant to go to their Data Entry page.
- Click on VIEW PARTICIPANT HISTORY from the Actions Menu.
A modal window opens with the following information:
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If the participant is terminated due to duplication (i.e. 2 rewards participant registered for the same physical person) it is possible to define the original participant and transfer any access tokens or wallet balance from the alias to the actual participant. To terminate a duplicate participant, navigate to Manage Rewards Participants and click on Terminate Participant from the Actions menu. In the modal window, select 'Duplication' as the Termination Reason and enter the Replaced by Rewards Participant. Optionally, check the boxes to transfer the wallet balance and access tokens, and SAVE.
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Expired amounts can no longer be used. Award expiration transactions are generated by wallet balance expiration run, a background process, if the wallet credit transaction that is expired is related to an award transaction. To view the results of the wallet balance expiration run go to Foundation > Platform > Manage Admin Settings > Batch Processes Admin Board.
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- Awards and spends are generated by executing a rewards evaluation run or by submitting a customer event, which can be processed immediately.
- Award expiration transaction that expire awarded credit are generated by executing a wallet balance expiration run definition
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| Reward Offer Classification | Evaluated against / Event that triggers reward |
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Utilize Free Capacity | Purchase customer event |
Increase Revenue, Transaction Based | Purchase customer event |
Increase Revenue, Product Based | Purchase customer event |
Reward Loyalty, Transaction Amount Based | Purchase customer event |
Reward Loyalty, Transaction Number Based | Purchase customer event |
Reward Loyalty, Transaction Item Quantity Based | Purchase customer event |
Reward Behavior |
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Reward Achievements | Achievement customer event |
Reward Financial Achievements | Financial achievement customer event |
Reward Financial Statement | Financial statement customer event |
Reward Referrals | A referral customer event. Participant that made the referral is rewarded when the referred participant is rewarded. |
Reward Sign Ups | Participant is rewarded by the signup reward offer once they sign up. |
Reward on Birthday | When a birthday is set in the Contact Information. |
Reward Personal Data Completeness | When information, such as an address or date of birth, is set in the Contact Information. |
Reward on Name Day | When a name day is set in the Contact Information. |
Reward Subscription Maturity | When a Subscriptions is effective and uninterrupted for a predetermined period. |
| Just Money | Participant location or inclusion in a segment. |
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- The awarded customer event must have the 'Process immediately' field enabled.
- The evaluation method of the reward offer, which will award the participant for the event must be set to 'Batch process and interactively'.
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- Navigate to Perform Reward Offers Evaluation Run and create a new definition.
- Define reward schemes and offer types that should be considered during the evaluation process.
- SAVE the definition and click on Submit from the Actions menu to execute and generate award and spend transactions, either immediately or on a recurring basis.
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It is possible to define specific periods during which effective offers will be valid
- During a Recurring Period: Available during a specific period of the year, such as the Christmas season.
- During Birthday Period
- During Name Day Period
- For a Specific Period
From Latest Effective Date Onward
To set the period Navigate to Manage Reward Offers. In the Reward Offer Validity section define the validity relative to the last time the reward was offered and by which date the award expires.
Time limited awards
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Awards can either be spent conditionally (specific products, times, days of the week, or places) or unconditionally.
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To set a validity date on an award, the Award Validity attribute must be set on the reward offer at the time of setup. The expiration process is subsequently executed to identify expired awards.
- Navigate to Manage Reward Offers > Main Information
- Award Validity section
- Award Expires Define how long after being given out or by which date the awards should expire.
- Valid After a Period of Time Since the Award Was Offered: Define when the award starts being valid
- Award Validity section
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Depending on the classification of the reward offer there are two models for redeeming awards the user can choose from.
- The award value can be automatically deducted from the invoice, when making a purchase related to an award, like an instant discount.
- Awards can be added to the loyalty account and spent another time upon customer request.
Instant discount is possible only for reward offers configured using the following classifications:
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- Navigate to Manage Reward Offers > Main Information, and in the Award section select Spend Method 'Spend Instantly' when setting up the reward offer.
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Reward participants can pre-authorise the use of wallet funds for purchases. In case a merchant does not allow this method, an explicit request is necessary (i.e., wallet funds are not automatically spent).
To set up the system to support instant spending:
Navigate to Configuration > Rewards Application > Access Rewards Admin > Rewards Participation Agreements Information.
Under Partner Unit Rewards Participation Agreement > Spend Rules section: Enable 'Allow Automatic Awards Spending'.
- Navigate to Rewards > Manage Rewards Participants.
Under Authorisation & Authentication > Automatic Spend Rules: Enable 'Allow Automatic Awards Spending'.
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Do not confuse Spend Method 'Spend Instantly' (available in a number of reward offer classifications) and 'Allow Automatic Awards Spending'.
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Awarding participants with the best possible offer
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The selection of the most favorable reward takes place either directly when the participant is awarded or during a process that evaluates all events in one flow.
If the setting 'Apply If Best Award is Provided' is enabled for all but one applicable reward offer, the participant will be awarded for the specific offer and for the one that yields the highest reward.
To set up the system to support the application of the best offer, navigate to Manage Reward Offers and in the Main information section, enable 'Apply If Best Award Is Provided'.
Awarding for each product or for the transaction total
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Participants can be rewarded when they buy individual items or for the aggregate amount of their purchase. The amount or percentage to be awarded is set on the reward offer. Once the transaction is completed, the reward is calculated based on the total, provided award conditions are met.
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Communicating rewards
Participants can be instantly informed of the transactions that take place in their loyalty accounts. Pre-configured communication templates can be used to trigger messages when an award or a spend takes place. Refer to Event Based Communications in the Communications manual for setup instructions.
Reward information can also be communicated by the user by applying the Communicate action available through the Actions menu of the following Data Entry pages:
- Manage Rewards Participants
- Manage Award Transactions
- Manage Spend Transactions
- Manage Award Spend Transactions
You can use tags (text that is automatically replaced by values specific to selected records)
related to the entities when creating communications. Tags can be selected by typing '#'. Refer to the Communications manual for a comprehensive list of rewards tags.
Reward offer approvals
Reward offers can be configured to require approval from a specific user (e.g., management personnel) before they are activated and used in a reward scheme. This can be done by setting up approval definitions and triggering workflow rules. For more information refer to Managing Approval Requests.
Notifying participants regarding new reward offers
Reward offer participants can be notified when new offers are introduced or when they are close to being awarded by an offer. Notifications apply user-defined criteria, such as the 'awarded state' of participants or the reward scheme in which they are registered, to identify and send automated communications to groups. Refer to Notifications for a comprehensive list of available criteria and setup instructions.
Awarding participants with e-vouchers
Rewards Analytics
Segmenting rewards
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The component displays the sum of award expiration transactions which took place over the last 11 months and those which took place more than 12 months ago, in a horizontal bar chart grouped per period.
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The component displays the number of award expiration transactions which took place over the last 11 months and those which took place more than 12 months ago, in a horizontal bar chart grouped per period.
Award transactions per offer by month
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The component displays the total amount awarded over the last 12 months in each rewards scheme in a bar chart grouped by month. The results can be filtered by scheme and reward offer
Awarded amount not spent per scheme
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The component displays the top 5 offers during the last month in a bar chart.The results can be filtered by scheme.
Reward participant sign ups
The component displays the number of rewards participants that have signed up to schemes over the last 12 months and those that have signed up more than 12 months ago, in a bar chart grouped per month.
Rewards participant scheme signups per month
The component displays the number of rewards participants that have signed up to the selected reward scheme over the last 12 months, in a bar chart grouped per month. The results can be filtered by scheme.
Rewards participants per signup unit
The component displays the number of rewards participants that were signed up by a specific unit (merchant) during a user-defined period, in a pie chart.
Reward participants per scheme
The component displays the number of rewards participants per scheme, in a vertical bar chart grouped per effective scheme. The results can be filtered by scheme.
Rewards participant terminations by month
The component displays the number of terminated rewards participants over the last 12 months, separated into termination reasons, in a stacked bar chart grouped by month. The results can be filtered by scheme.
Reports
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Rewards information can be extracted in a structured format for analysis by using reports. The rewards included in the report are selected and grouped based on user-defined criteria. Users can select the fields displayed in the report. Refer to Reports for more information.
Reward participants balance report
The report displays reward participants and information associated with their scheme sign up and wallet balance.
Reward participants report
The report displays a list of rewards participants along with their detailed information.
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Rewards Business Examples
Setting up a reward offer for 'Liking' the company's Facebook page
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Scenario 1 Company ZX would like to set up a reward offer for 'Liking' the company's Facebook page. Solution Configuration
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Providing an instant discount on a per item basis
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Scenario 2. Company ZX would like to provide a 10% discount on each product of type 'Accessory' sold at the time of purchase. Solution Configuration
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Providing an instant discount on a transaction total
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Scenario 3 Company ZX would like to offer a €10 discount on the total amount of hardware purchases. Solution Configuration
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Awarding loyal subscribers for participating in rewards
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Scenario 4 Company ZX would like to award €5 to reward participants who participate in marketing schemes and whose subscription was uninterrupted for at least one year. Solution Configuration
User Process
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Glossary
| CRM.COM Term | Description |
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| Wallet | A customer account whose credit balance is used to fund transactions within CRM.COM. |
| Accounts Receivable | A ledger of the financial transactions carried out between a company and its customers, such as invoices and payments. The accounts receivable keeps a running balance of debits and credits and displays the amount a company is owed in exchange for goods supplied and services rendered. |
| Contact Information | The preferences and details of physical persons or companies with which a business interacts, including customers, leads, users and partners. Contacts are considered to be customers when their contact information is associated with an accounts receivable. |
| Subscription | A selection of customer services billed on a recurring, usage or one-time basis. |
| Communications | Log the interaction between customers and agents. Communications can support multiple communication media such as email, SMS, telephony, post and others. |
| Customer Event | An external financial or marketing event involving customers, registered by CRM.COM for rewarding and additional processing. |
| Notification | Auto-generated text, used to communicate financial or customer care information to existing or prospective customers in bulk. Notifications are sent through CRM.COM by email or SMS or by using a third-party external system, such as a mobile app or portal. |
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