Business Feature / Process | Description |
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Create and manage contacts | Contact is the central process of the software, representing the customer of the business. Contacts can be created in 3 ways:
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Contact identity |
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support for multiple authentication methods, incl. phone / OTP
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Marketing |
Authorisation settings | Through these settings, Contacts have the ability to specify whether they want to receive marketing-related material via email or SMS from the business. These settings can be changed at any time from the contacts (opt-in/out). The communication channels that the |
Contact can opt |
in/out of are:
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Note that the marketing communication settings can be overridden by the business for important communications through the configuration of a communication plan |
and are also ignored for mandatory system communications, such as a verification communication sent during the Contact registration process. |
Privacy |
Management and GDPR | CRM.COM complies with GDPR through the following processes
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CIM | A Customer Identification Medium is an attribute which uniquely identifies a contact during its transactions between the CRM.COM Platform and other external systems. It is important to point out that CIM is not an authentication service (authentication assumed established). A very common use of CIMs is when a purchase event is submitted to CRM.COM from an external POS, where CIM is used to identify the |
Contact who made the purchase. CIMs can include:
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Contact Registry | This is a repository that holds the personal details of all Contacts registered in the CRM.COM Platform. A contact registry is |
set up by the service owner, and its purpose is to maintain a registry of contacts that can be shared with the businesses that opt-in to use the contact registry. The contact registry maintains contact details like first name, middle name, last name, email, phone, and CIMs. If a business opts |
into a contact registry, it will use the contacts of the registry and the common details of these contacts. Contacts can only be created/updated by the service owner. Businesses are |
able to create and maintain additional personal information for each |
Contact, such as date of birth, name day and |
address. | |
Name-day management | Name days are usually used in reward |
offer configurations to award contacts on their special day. A predefined list of Christian Orthodox name |
days can be imported into the CRM.COM Platform for this purpose. A |
Contact's name day can be set:
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KYC profiles verification and engagement |
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Activity feed | The Activity Feed tab provides a log of all business events performed for the |
Contact (e.g. communications, financial actions), which may have various |
statuses (e.g., draft) |
in ascending chronological order. By using the filter option, the user can preview activities of a specific type |
or select the link to see the actual transaction. |
Contact |
Statement | View and send |
either individually via email (on request) or through a Communication Plan. A statement for various periods can be sent and includes both Account and CRM.COM Wallet transactions, opening and running balance for both of them. | |
Tags | Tags provide a way of |
labelling Contacts with one or more custom terms so that they can be |
categorised. Tags can be used as a filtering option on summary screens to return only the required records. | |
Contact Communities | Contact Communities |
are created by Contacts for collaboration purposes. |
A contact can be a member of multiple communities |
and can perform actions for the community through front-end systems |
by switching between community group profiles. Adding Contacts: |
can be performed by back-end |
Add person
users (mostly in B2B flows) but mainly by front-end flows where consumers sets up their own Community(ies).
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There are three different options for the owner of the Community to set up for its members. It’s important to note that the creator of the Community is also the owner and the person responsible for managing it.
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Terminate and anonymise | In compliance with GDPR, anonymising a Contact removes all identifying particulars |
and details of a Contact so that they are no longer distinguishable within the system |
without actually removing the Contact and |
its related transactions. Anonymisation of |
Contact can |
happen due to their inactivity or |
withdrawal of their consent. Termination of a contact permanently deletes |
a Contact and all |
its related transactions from the system. Both Anonymisation and Terminations are subject to specific rules. | |
Segment customers into multiple micro-personas | Segmentation is a powerful tool to a business since it segments contacts based on who they are and what actions they did or did not do during a period of time. Segmentation is based collections kept in internal MongoDB that show who the contact is and what events they do (or don’t) performed:
Each segment can include one or more groups of conditions providing thus the ability to set up complex business conditions on how the segment will be formed. Segmentation features:
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Custom Fields | If you require additional information not supported by CRM.COM, you can create custom fields of various formats to meet your specific needs. |
Custom Forms | Configure your own custom data screen for Contacts. |
Automations | Automations for Contacts can be created based on the following trigger events:
Available actions depending on the selected event:
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Analytics |
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