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Understand the usage of Rewards within CRM.COM |
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Table of Contents
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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 transactions.
Rewards Glossary
| Term | Description | ||||||
|---|---|---|---|---|---|---|---|
| Reward Offers | Reward Offers are used to:
| ||||||
| Rewards Participants | The customers who have signed up for rewards or have been automatically selected to participate | ||||||
Rewards Participating Merchants
| 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 to the amount that is awarded to Rewards Participants, based on rules which are agreed and defined between the merchant and the business. | ||||||
Contribution
| 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 Schemes | Reward Schemes group together Reward Offers and are used to define which Reward Offers will 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 Managing Award 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 Managing Spend Transactions for more information | ||||||
Award Expiration Transactions | 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 | ||||||
Reward Settlements | Reward Settlement is a batch process that is responsible for evaluating Customer Events and Spend Transactions 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 to be rewarded or additionally processed by other functions of CRM.COM | ||||||
| Access Tokens | Access 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
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:| Status | ||||
|---|---|---|---|---|
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- Award customers for liking the business Facebook page or visiting the business website by using the following Reward Offer:
- Award customers on their birthday by using the following Reward Offer:
- Award customers on their name-day by using the following Reward Offer:
- Award customers for providing all their personal details, such as email addresses, telephones, addresses, etc. by using the following Reward Offer:
- Award customer for referring friends by using the following Reward Offer:
- Award customers on signing up to the Rewards Platform by using the following Reward Offer:
- Award customers for being loyal subscribers, with no deactivation periods throughout their subscriptions by using the following Reward Offer:
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:
| Excerpt | ||
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Understand the usage of Rewards within CRM.COM |
| Panel | ||||
|---|---|---|---|---|
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Table of Contents
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What are Rewards?
The Rewards module provides to Merchants numerous Reward Offer options to award their loyal customers. Awards can be directly converted into cash value which can be consumed on specific Products or Units and at specific times, or with no conditions at the customer's discretion.
Through the Rewards module:
- Business specific Reward Offers can be set up
- Rewards Participants can be created
- Reward Participating Merchants can be created with Reward Offers of their own
- Participants can be awarded instantly or later via batch runs
- Transactions associated with Rewards can be managed.
Rewards Glossary
| Term | Description | ||||||
|---|---|---|---|---|---|---|---|
| Reward Offers | Reward Offers are used to:
| ||||||
| Rewards Participants | The customers who have signed up for Rewards or have been automatically selected to participate. | ||||||
Rewards Participating Merchants
| Rewards Participating Merchants are merchants that have a partnership with the business that owns the Rewards platform and can participate in the provided Reward Schemes. Reward Participating Merchants contribute to the amount awarded to Rewards Participants, based on rules which are agreed and defined between the Merchant and the business. | ||||||
Rewards Participating Merchant Groups
| Rewards Participating Merchant Groups are Groups of Rewards Participating Merchants that can share identical business characteristics. | ||||||
Contribution
| The cash value that must be contributed by the Rewards Participating Merchant to the business that owns the Reward Platform, defined as a percentage of the total amount of Awards offered to Rewards Participants by the specific Merchant. | ||||||
| Reward Schemes | Reward Schemes group together Reward Offers and are used to define which Reward Offers will be applicable to which Rewards Participants. There can be multiple Schemes with different Reward Offers. The participation of Rewards Participants in Schemes can be selected when signing them up. | ||||||
| Award Transactions | Award Transactions are used to award a Rewards Participant, by crediting their Wallet with a specific amount of cash value provided by the Reward Offer. Refer to Managing Award Transactions for more information. | ||||||
| Spend Transactions | Spend Transactions are used to consume a specific amount of money, that was awarded by Reward Offers, by debiting the Rewards Participants Wallet. Refer to Managing Spend Transactions for more information. | ||||||
Award Expiration Transactions | Award Expiration Transactions are used to expire an amount awarded to a Rewards Participant by debiting the Rewards Participant's Wallet. Award Expiration Transactions are generated as awarded amounts expire, when past their Reward Award Offer Validity period. Refer to Managing Award Expiration Transactions & Using Award Expiration Run Definitions for more information.
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Reward Settlements | Reward Settlement is a batch process that is responsible for evaluating Customer Events and Spend Transactions to debit or credit the Merchant's accounts, based on the Awards provided or redeemed, using Contribution Rules defined for each Merchant. | ||||||
| Customer Events | Customer Events are financial, and marketing events performed by customers and are registered within CRM.COM to be rewarded or additionally processed by other CRM.COM functions. | ||||||
| Access Tokens | Access Tokens are used to identify a Rewards Participant that can access CRM.COM and authenticate them while accessing the System. |
Rewards Key Processes and Concepts
| Processes / Concept | Description | ||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Rewards Scheme Participation | A participant can start participating in a Rewards Scheme to start receiving awards by its participating Reward Offers. Once the participant signs off from the Rewards Scheme, then he can no longer enjoy awards from its Reward Offers. | ||||||||||||||||||||||||||
| Awarding Loyal Participants | The CRM.COM Rewards Platform makes it possible to award loyal customers for other actions as well as for money spent, to assist in promotion and marketing.
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| Evaluating Customer Events | |||||||||||||||||||||||||||
| Anchor | instant_spent | instant_spent | Instant Spent based on Reward Offer|||||||||||||||||||||||||
| Status | colour | GreenWhile some Reward Offers to be awarded can be derived from data registered in the System such as name-days, birthdays and subscription maturity, most of the Reward Offers require the creation and evaluation of Customer Events to be awarded. Customer Events of the following types are used and evaluated by the Rewards Engine:
| You have the option 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.
| Note |
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For the rest of the Reward Offer types, the evaluation can only be done in Batch mode, via the Rewards Run |
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.
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Additionally to the Award Expiration function, the System can also be set only to allow participants to redeem their Awards after a period since the award has passed. |
| Note |
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For more information on Customer Events, visit Understanding Customer Events. |
- Spend Request
Customer Events can be awarded in two ways:
- Interactively: At the time that the Event occurs
This happens if the Customer Event-related with the Reward Offer has the "Process Immediately" flag checked. - Batch: At a later stage when the Reward process is executed to evaluate and award all Events. This will happen when a Rewards Run is executed, and there exist unprocessed Customer Events related with the Reward Offers included in the run.
These are Customer Events that have the "Process Immediately" flag unchecked.
When creating a Reward Offer, there is the option to define whether Customer Events (with the "Process Immediately" flag checked) are processed immediately, evaluating related the Reward Offer and providing the Reward Award Transaction directly, or whether they can only be processed and evaluated during the Rewards Run.Status colour Green title Available from CRM.COM R10.0.0
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 Behaviour
| Note |
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For the remaining Reward Offer Types, the evaluation can only take place in Batch mode, using the Rewards Run. |
Once a Reward Offer is created 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
There exist two models, you can choose from with regards to the exchange of the customer's awards.
Model 1 - Instant Spent| Status | ||||
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| Note |
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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 of the current purchase is paid.
- 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.
| Note |
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Check the Offer Validity setting available in each Reward Offer for more information. |
Awards are added to a Rewards Participant's Wallet and can either be spent conditionally (on specific products, at specific times and days of the week, or at specific places) or unconditionally.
The business can also set an expiration to the Awards, encouraging the customer to spend them within a specific period. On the expiration date, the participant's Wallet is debited, and the awarded money ceases to be 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.
| Note |
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| In addition to the Award Expiration function, the System can also be set to allow participants to redeem their Awards after a period has passed. This is defined by the Allow Spending Only After a period Since the Award Was Offered field available at the Spend Conditions of the Reward Offer. |
| Anchor | ||||
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| Status | ||||
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There are two models the user can choose from with regards to the exchange of the customer's Awards.
Model 1 - Instant Spent Status colour Green title Available from CRM.COM R10.0.0
Awards can be exchanged and spent instantly
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When making a purchase related to an
Award, the
Award value can be automatically deducted from the
Invoice, like an instant discount.
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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.
| Status | |
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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.
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:
| Status | ||||
|---|---|---|---|---|
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If many 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
set up in the System, then an event may be awarded multiple times, that is, whenever the Reward process is executed.
The 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.
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Additionally. 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
The amount or percentage to be Awarded is set on the Reward Offer. In general, when a transaction is completed, if the Award Conditions are met then the Award is provided on the whole amount.
Another option is to provide the Award per item sold within a transaction. If there are five different or identical products in a transaction, then the Award will be provided once for every product.
| Note |
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The option to set the Award, per transaction item, is only applicable for the following offer types: |
Temporarily Block 'Spending of Awards' from Particular Rewards Participants
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Refer to Managing Rewards Participants for more information.
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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.
| Note |
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It is up to you to set up a custom procedure where you will pay back your customers with their awarded redemption. |
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
Rewards Access & Viewing Controls
Business Network Characteristics define the level of access for each record, i.e. Whether it will be available for selection, for viewing or editing, etc.
| Entity | Network Characteristics | Description |
|---|---|---|
Reward Offer Types | A Reward Offer Type can be selected when creating a Rewards Offer, provided the user adding the Type belongs to one of the Allowed Organisational Units defined in the Reward Offer Type, or a collaboration exists between their Unit and the AOU of the Type, or is a Super User | |
| Rewards Offers | Rewards Offer records can be accessed viewed and modified by non-Super Users defined as members of the offer's Owned By Group, by non-Super Users that belong to a Group that collaborates with the Owned By Group, or by Super Users. | |
| Rewards Schemes | A Rewards Scheme can be selected when creating a Rewards Offer, provided the user adding the Scheme belongs to one of the Allowed Organisational Units defined in the Rewards Scheme, or a collaboration exists between their Unit and the AOU of the Scheme, or is a Super User | |
| Award Transactions | Award Transaction records can be accessed viewed and modified by non-Super Users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users | |
| Spend Transactions | Spend Transaction records can be accessed viewed and modified by non-Super Users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users | |
Award Expiration Transactions | Award Expiration Transaction records can be accessed viewed and modified by non-Super Users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users |
Rewards Related Modules
| Interaction Entity | How |
|---|---|
| Access Tokens | Access Tokens are used to identify a customer, user or app that can access CRM.COM and be able to receive or spend rewards |
| Customer Events | Rewards 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 to an account |
| Communications | Communications can be send to customers, 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.
| Note |
|---|
Visit Understanding Customer Events for more business examples related to Reward Offers and Customer Events |
Set up a Reward Offer for liking the company's Facebook page
| name | blue |
|---|---|
| title | Company 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
- Name: Reward Behaviour Facebook
- Classification: Reward Behaviour
- Facebook likes
- Enter Facebook page
- Specify any segments or organisational Units that need to be included
| Note |
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More Information on Rewards configuration can be found at Rewards - The Admin Stuff |
Provide Instant Discount on an item basis -
| Status | ||||
|---|---|---|---|---|
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| name | blue |
|---|---|
| title | Company 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
- Create a new Utilise Free Capacity Reward Offer with the following setup
- Award: 10%
- Award Scope: Apply Award Per Transaction Item
- Spend Method: Instant Spend
- 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 | ||||
|---|---|---|---|---|
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| name | blue |
|---|---|
| title | Company 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
- Create a new Utilise Free Capacity Reward Offer with the following setup
- Award: €10
- Award Scope: Apply Award Per Transaction
- Spend Method: Instant Spend
- 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
| name | blue |
|---|---|
| title | Company 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 participated in marketing Schemes
CRM.COM Solution
- Configuration
- Classification: Reward Subscription Maturity
Create a new Reward Run Definition
- Name: Award Mature Subscribers once a year
- Reward Offer Type: select the type previously created, Award Mature Subscribers once a year
- Under Criteria: specify all the criteria that will retrieve the subscribers that have a continuous subscription for the last year:
- Reward Schemes: Marketing
- Reward Offer Types: Reward Subscription Maturity
Under Scheduling
Schedule the definition to be executed on a specific date and time
Schedule the recurrence to be each year
| Note |
|---|
More Information on Rewards Offers configuration can be found at Reward Subscription Maturity |
Configure and Reward Existing Customers for Referring Customers
| name | blue |
|---|---|
| title | Company 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 five new subscribers, 3 of which were awarded by another Reward Offer and two that have not been awarded
CRM.COM Solution
- Classification: Referrals
Create a Reward Scheme – Marketing
- Type: Referrals
- Spend Conditions: Product Type: Accessories
- Criteria: Reward Offer Type: Referrals
- User Process
- Create Rewards Participants for the 6 participants
- Create 5 Customer Events of type Referrals (Don’t Process Immediately)
- Execute the Rewards Run
Award Transactions will be created of a total €15
Credit Wallet Transaction will be created €15
- Create a Purchase Customer Event (Process Immediately)
- Products: (Accessories Type)
- Total Amount: €15
- Create a Spend Request event (Process Immediately) using the Purchase Customer Event created above
Spend Transaction will be created of a total €15
- 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 Using Reward Offers Evaluation Run Definitions respectively |
Configure and Execute an Award Expiration Transactions Run Definition
| name | blue |
|---|---|
| title | Company 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
Many CRM.COM Reward Offers are directly related to Purchase Customer Event. These Awards will be granted based on a Purchase Customer Event, provided that the offer conditions are met. An option is available (via WEB API) to preview awarded amount information before the Purchase Customer Event is submitted. Using the Preview function the following information is available:
| |||||||||
Rewards Participating Merchants Contributions
| Merchants that have a partnership with the Rewards Platform business can participate in the Reward Schemes. Through the Rewards Participating Merchants module, Awards can be granted for events occurring via the particular Merchants. Merchants can, for example, set up a Reward Offer that will be applicable only when Rewards Participants buy a good from their store. Additionally, the Merchants can also be required to pay the Rewards Platform business for the Awards that were provided via its own Reward Offers. This is referred to as Contribution and is calculated in the System on a percentage basis (%). Refer to Managing Rewards Participating Merchants and Managing Rewards Participating Merchant Groups for more information on setting up business rules related to Contribution. | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Crediting and Debiting Participating Merchant's Accounts Based on the Awards and Redemption of Awards
| 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:
Refer to Using Reward Settlement Run Definitions for more information.
For the calculation of the amount with which, the Merchant's account will be debited or credited, the System will take into account the Contribution Rules set up at the Rewards Participating Merchants. Refer to Applying Rewards Participating Merchant Rules for more information. | ||||||||
Crediting the Accounts Receivable of Rewards Participants
| 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. To help you identify the Accounts that should be handled a Report is available in the System: Rewards Participating Merchant Credits Report | ||||||||
Terminating Rewards Participants
| Rewards Participants can choose to end their participation in a Rewards program or you can decide to terminate participants in your program due to duplicity. In such case, you can easily transfer the participant's existing rewarded balance and Access Tokens to the participant which will be used to replace the terminated one. |
Rewards Access & Viewing Controls
Business Network Characteristics define the level of access for each record, i.e. Whether it will be available for selection, for viewing or editing, etc.
| Entity | Network Characteristics | Description |
|---|---|---|
Reward Offer Types | A Reward Offer Type can be selected when creating a Rewards Offer, provided the user adding the Type belongs to one of the Allowed Organisational Units defined in the Reward Offer Type, or a collaboration exists between their Unit and the AOU of the Type, or is a Super User. | |
| Rewards Offers | Rewards Offer records can be accessed viewed and modified by non-Super Users defined as members of the offer's Owned By Group, by non-Super Users that belong to a Group that collaborates with the Owned By Group, or by Super Users. | |
| Rewards Schemes | A Rewards Scheme can be selected when creating a Rewards Offer, provided the user adding the Scheme belongs to one of the Allowed Organisational Units defined in the Rewards Scheme, or a collaboration exists between their Unit and the AOU of the Scheme, or is a Super User. | |
| Award Transactions | Award Transaction records can be accessed viewed and modified by non-Super Users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users. | |
| Spend Transactions | Spend Transaction records can be accessed viewed and modified by non-Super Users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users. | |
Award Expiration Transactions | Award Expiration Transaction records can be accessed viewed and modified by non-Super Users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users. |
Rewards Related Modules
| Interaction Entity | How |
|---|---|
| Access Tokens | Can be used to identify and authorise a Rewards Participant. |
| Customer Events | A majority of the Awards are based on Customer Events. An event is responsible for triggering the awarding of a participant. |
| Wallets | Wallets serve as the customer's loyalty accounts. Awards and Spend Transactions trigger the creation of Wallet Transactions that will either debit or credit the Wallet. |
Products | Products can be used to award or spend rewards |
Accounts Receivable | Rewards Participants can only be created against an Accounts Receivable. |
| Communications | Communications can be sent to customer related to their Rewards Participants, Award Spend and Expiration Transactions. |
Rewards - Business Examples
The following section provides business examples to help you understand how the CRM.COM Rewards module is used.
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View Understanding Customer Events for more business examples related to Reward Offers and Customer Events. |
Set up a Reward Offer for liking the company's Facebook page
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Business Requirement Company ZX would like to set up a Reward Offer for liking their Facebook page. CRM.COM Solution
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Provide Instant Discount on an item basis -
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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
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Provide Instant Discount on a complete transaction -
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Business Requirement Company ZX would like to make €10 discount on the total amount on any purchases made on Hardware. CRM.COM Solution
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Award Loyal Subscribers for Rewards Participation
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Business Requirement Company ZX would like to award with €5 the Rewards Participants who have been subscribers for a continuous year and participate in marketing Schemes. CRM.COM Solution
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Configure and Execute an Award Expiration Transactions Run Definition
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Business Requirement Company ZX would like its Reward Participants to spend their Awards within a month from the time they are awarded. CRM.COM Solution
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Related Areas
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