myLoyalty Business Go Live Checklist

GETTING STARTED WITH JCC myLoyalty

Before going live you should go through the checklist below to ensure that you are taking full advantage of CRM.COM functionality and integrations. This check list is targeted towards JCC myLoyalty businesses and covers the mandatory and optional configurations that should be considered prior to going live.

REQUIRED CONFIGURATION

This section covers the mandatory setup that you will need to configure for your business. For your ease of use the actions have been listed in the order that they should be completed.

BUSINESS DEFINITION

(click on logged-in user name at the top-right-hand-corner of the screen > My Business)

My Business
The information on this screen mainly caters to the needs of customer facing apps in order to provide an overall quality user experience. You will need to complete your company information and add your logo.

Select Edit Images to add your logo, it’s recommended that you add images of type Avatar and Logo.

INTEGRATIONS

(Platform > Integrations > select JCC Merchant from Payment Gateways section)

JCC Merchant

CRM.COM provides the ability to integrate with a variety of third-party tools. As a minimum you will be required to configure the integration for JCC Merchant, other optional integration configurations are included in the Optional section below. There are several steps involved in this process:

1. Enter a meaningful Name for your integration e.g. JCC Merchant.

2. Click on the Enabled toggle to activate the integration.

3. Enter your Merchant ID in the space provided

4. Save your configuration.

Import Outlets

Now you will need to import your outlets. Select your JCC merchant integration again, click on the options button (…) in the top right-hand corner, select Import Outlets. This process will automatically retrieve you outlets and create venues in CRM.COM. Your venues can be viewed via Business Network > My Venues.

CURRENCY

(click on logged-in user name at the top-right-hand-corner of the screen > Settings > Platform> Currencies)

Ensure that your base currency is set to Euro.

REWARDS

Upon registration of a new Business, a reward scheme is automatically created using the name of the business, along with four basic offers. Activating the rewards scheme and one or more offers will allow your customers to be awarded for their purchases.

Reward Offers

(Rewards > Offers)

There are four inactive offers:

• €5 Registration Offer - effective upon successful registration of a contact

• 20% Birthday Offer - valid only on the day of the contact’s birthday

• 5% Cashback on all Purchases - on all products and valid for all locations

• €1 Referral Cashback - cashback is applicable if a referred customer registers using the provided referral code and makes an initial purchase

Before activating an offer you will need to check and possibly amend some of the offer settings, bear in mind that all of this information will be visible on the app.

1. Edit the offer (click on the three dots on the reward offer card > Edit)

2. Check that the following are to your satisfaction:

   1. Offer name

   2. Image - this can be changed by selecting Edit Images as before. Use the image type Avatar if you change the offer image

   3. Validity period - open ended implies an ongoing offer

   4. Short description

   5. Long description

   6. Terms & Conditions - ensure that these are correct and apply to your offer.

3. Targeting Conditions

   1. With the exception of the birthday offer, all offers target all customers and all venues without restrictions. Amend these conditions if required.

4. Award Information

   1. Award and spend conditions applicable for the offer can be amended if necessary.

New offers can be created as required.

Activate an offer to become effective - click on the three dots on the reward offer card > Activate.

Reward Scheme

(Rewards > Schemes)

The reward scheme created is an auto sign-up scheme which implies that customers participating in your loyalty scheme will be automatically signed-up to the reward scheme and therefore benefit from the offers of the scheme.

During this stage you will be required to check the reward scheme details and activate it so that it becomes available on the app.

To edit the scheme - click on the three dots on the reward scheme card > Edit.

1. Check the description.

2. Update your T&Cs.

3. Save.

Activate your scheme - click on the three dots on the reward scheme card > Activate.

OPTIONAL CONFIGURATION

These are additional, optional configurations which you may like to consider for your business to help improve customer interaction.

INTEGRATIONS

(Platform > Integrations)

Configure multiple integrations offering multiple channels of communication such as:

SMTP - for email communications with your customer. You will need to register with an email service provider if you haven’t already done so.

SMPP - to send mobile text messages to your customers. Again, you will need to register with a service provider and complete the configuration details required.

Google Places - Google maps is used to identify outlet locations on the consumer app map and provide directions to get to a location. If you have Google Places integration you will be able to locate and select your outlet (venue) addresses using Google Places which will appear pinpointed on the map visible to the user.

SETTINGS

These are the recommended system settings that could be defined prior to setting up other modules, note that this is not a complete list of settings, but rather the suggested settings of which some may not be applicable to your type of business. For a complete list of settings refer to the relevant user manual.

BUSINESS NETWORK

(click on logged-in user name at the top-right-hand-corner of the screen > Settings > Business Network)

Organisation Tags
Define organisation tags to be used across the business network, this is particularly useful when customers are searching for locations of a specific type via the mobile app. If Google Places integration has been configured then the organisation tags are automatically populated (using Google Place Types) whenever an address lookup is performed for an organisation. Users can amend or add to this list prior to saving.

PLATFORM

(click on logged-in user name at the top-right-hand-corner of the screen > Settings > Platform)

Currencies ✅
The base currency is assigned to the business upon registration based on its locale (but can be changed) and acts as the default currency for its operations. If your business will be handling multi-currency transactions you should define all currencies you will be dealing in along with the respective exchange rates against the base currency.

Languages
English is the default language. Define additional languages which can be selected by your customers as their preferred language for communications and the user interface of apps and portals. The language is automatically set upon customer registration based on their locale and customers can change it either during registration or through settings in their app and portal.

Applications ✅ (if using mobile app or web portal)
Define settings (colour, modules, features) for your apps and portals.

Custom Fields
Customer fields allow storing and managing additional information for various entities like Contacts and Orders. Utilise enabled custom fields to track additional information accessible to users through the backend or Web APIs. Choose from ten different field types of custom fields.

FINANCIALS

(click on logged-in user name at the top-right-hand-corner of the screen > Settings > Financials)

Account Name Display ✅
Select how your customer's account names will be generated and displayed throughout the system, choose from either the account number or a combination of account number and contact name.

Allocation Settings
Specify your allocation settings - either 'FIFO' or 'FIFO and against item'. Allocations settings dictate how to allocate the amount of a credit transaction against a debit transaction, in order to settle an overdue amount.
FIFO: The oldest credit transaction is allocated against the oldest debit transaction.
FIFO and against item: Allocations are always performed against item when the credit transaction is referring to one or more specific debit transactions. If there are other transactions which are already allocated against a debit transaction, using the FIFO principle, then they are de-allocated and allocated again based on the same principle.

Accounting Period Closing Settings ✅
Specify the duration of each accounting period (in months) to be automatically closed (before the current month). At the end of each accounting period all transaction amounts posted within that period for an account are aggregated in order to calculate the opening balance for the next accounting period. If you do not have a policy for this we suggest that you set it to 3 months (quarterly).

Account Classifications
Optionally create classifications to group your customer's accounts based on your line of business. Can also be used in defining credit limits.

Numbering Schemes
Define how numbers will be automatically generated by the system for new Accounts, Invoices, Credit notes and Refunds.

Taxes
CRM.COM allows a business to choose between two tax models Tax inclusive or Tax exclusive. Define varying tax rates based on country and/or supply method (on-site, pick-up, delivery) if applicable.

Credit Terms
Define the default credit limit and credit period rules to be applied to all accounts, including an optional proximity range. Create additional rules to be applied on conditions if necessary. The credit limit can be amended for individual customers via the Contact screen.  

Allowed Payment Methods

Select the acceptable methods of payment for your Business.

SECURITY

(click on logged-in user name at the top-right-hand-corner of the screen > Settings > Security)

User Roles
Define user roles (for your users) and specify permissions for all areas of the software.

Users
Users are members of your team who will have access to CRM.COM (either through the UI or Web APIs) to perform certain tasks subject to their user role. You can invite users to the system by email, a user must accept the invitation to gain access to CRM.COM.

API Keys ✅
Generate API Keys to authenticate client applications (e.g. mobile app, external systems) that will consume the system’s Web APIs. Public keys are mainly used for identifying the organisation and public accessible operations (e.g. customer registration, user authentication, password reset), while Secret keys are used for transaction acquiring directly from an external system (e.g. a payment gateway posts a purchase). Secret keys should be kept confidential as they are used for performing business actions on CRM.COM.

CONTACTS

(click on logged-in user name at the top-right-hand-corner of the screen > Settings > Contacts)

Name Display
Select how Contact names will be displayed throughout the software.

Name Day Rules
Define name days (if applicable), each contact can then choose a name day that they celebrate on. You can use name days to communicate with your contacts on/near their name day, wish them a happy name day or offer them an award on purchases to celebrate their name day.

Categories
Setup categorisation of your customers and separate them into groups based on similar attributes that they share (e.g. Students, VIPs).

Customer Identification Medium (CIM) ✅
Select how your customers will be uniquely identified throughout the system, options include card number, phone, email, voucher, loyalty identifier or a combination of these. The selected method of identification will also be used during integration with external systems (e.g. an authorised application submits a purchase transactions to CRM.COM).

Industries/Industry Sectors
Setup industries and industry sectors to be assigned to Company type contacts and merchants. This feature is particularly useful when customers are searching for merchants via the app. These can be optionally be imported and then amended as required.

Anonymisation
Define how contact anonymisation will be handled based on how long the contact has been inactive. Anonymised contacts are no longer identifiable within CRM.COM in compliance with GDPR.

REWARDS

(click on logged-in user name at the top-right-hand-corner of the screen > Settings > Rewards)
Reward Resolution
Configure your reward resolutions to specify how customers will be awarded in cases where they are eligible to be awarded from more than one reward offer for a purchase.

Reward Tiers
Optionally configure a tiering system where customers can be classified based on their purchase behaviour, a customer can advance or revert to the next/previous tier level based on their purchases within a specified time period. Pre-defined default tiers are available if reward tiering is enabled.

COMMERCE

(click on logged-in user name at the top-right-hand-corner of the screen > Settings > Commerce)

Cancellation Reasons
Define cancellation reasons for why an Order can be cancelled (by either the customer or the organisation). This can be used to provide analytics.

Order Numbering Settings
Define the format of order numbers to be generated whenever a new order is placed.

Fulfilment Policies ✅
Setup a fulfilment policy to define how and when orders can be fulfilled. A fulfilment policy is set up for an organisation and is by default inherited by all of that organisation's members (merchants, subsidiaries, venues etc.) unless a separate policy is set up for a specific member. Multiple fulfilment policies can be setup for delivery, pick-up and on-site (dine-in). Use Expenses to define additional costs for orders, e.g. a delivery charge. Additional add-on times can be setup using the order completion rules.

Completion Rules
Setup completion rules (can be venue specific) to calculate the estimated time for an order to be completed. The completion rules estimated time (if defined) are in addition to the fulfilment policy's estimated time.

Name Rules
Set whether product duplicate names will be permitted.

Families
Create families to group products of similar characteristics, such as decoders or television sets. Each product can belong to just one family.

Product Categories ✅
Product categories (e.g. Food, Drinks) can be created in a hierarchical structure to provide a business classification for your products. Product categories can be used for analytics or rewards purposes, but most importantly product categories marked as available in order menus will appear as product categories to filter your products on the mobile app. Each product can belong to multiple categories.

Variant Attributes
A variant represents a feature, an option or a characteristic of a product (e.g. size – as in coffee size, colour – as in t-shirt colour). A product might have multiple variants, so each unique combinations of these variants results in a variation product.

Product Types
Setup your product types (classified as 'physical goods' or 'services') to define the basic characteristics of products and to determine their behaviour and operational aspects.

Synchronisation
Product synchronisation is responsible for establishing data consistency between a third-party system and the CRM.COM database, it will automatically synchronise data from the master database (third-party system, e.g. POS) to the destination database (CRM.COM). Define the default settings that will be set by the third-party system for cases where the product does not exist in CRM.COM.

Product Tier Paths
Product tiers are only used for termed services, so the tiers defined allow changes between subscription services, thus classifying the changes as an upgrade, downgrade, or a switch. A tier path includes a specific set of products and each product can be included in a single path.

Dependency Rules
Product dependency rules are applied on purchasing products (services or physical goods). Dependencies define a set of pre-requisite products that a customer must have already purchased or rented in order to purchase another product. Multiple rules can be specified per product.

SUBSCRIPTIONS & BILLING

These settings need only be considered for Businesses dealing with subscriptions.

Cancellation Rules

Define the business rules which apply when a service is to be cancelled, rules differ if within binding period or not.

Change Services

Define the business rules to be applied when upgrading or downgrading an existing service, i.e. when the change in service will take effect.

Automated Actions

Configure the rules for automatic deactivation and cancellation of services.

Billing Rules

Set the subscription billing cycle which dictates when subscriptions will be billed. Either one of the two billing cycles Anniversary or Period billing can be enabled at a given time.

Recurring Billing

Recurring billing can be configured to run either on the actual billing day or a number of days before. Optionally configure prorating if it applies to your Business policy.

SET UP

Setting up the system entails creating definitions that will be available for use by either system users or customers, so it’s of utmost importance that the correct definitions are created as this will affect the behaviour of the system, and consequently the app.

(Navigate to these options using the main menu on the left-hand-side of the screen)

SEGMENTATION

(Contacts > Segmentation)

Create segments to separate your customers into groups based on specific criteria. Segments can also be created by importing a list of contacts from Analytics tools like Mixpanel.

COMMUNICATION PLANS

(CRM> Communication Plans)

Create repeating or one-off communication plans to re-engage customers or simply to announce a new offer. Recipients can be selected based on segments, and communications are sent according to the selected channel and language preference of the recipient. Links can be tracked to monitor customer interaction.

PRODUCTS

(Commerce> Products)

Create your product catalogue – the physical goods and services that your business sells along with their compositions, variants, relations to other products, pricing information and offers. For products that will be available via the mobile app ensure that an image is uploaded and a product sub-category (marked as available in order menus) is assigned.

REWARD SCHEMES & REWARD OFFERS

(Rewards > Schemes/Offers)

Set up your reward schemes targeting specific market groups (e.g. families, students) and through dedicated offers provide awards to customers based on their interactional behaviour. Choose between Open Loop Schemes where customers can Auto sign up (upon registration), or Self sign-up (at the discretion of the customer), or Closed Loop Schemes where customers can be signed up in a selective and controlled manner (e.g. student number or domain specific emails).

Define your reward offers (for a reward scheme) providing incentives to improve customer engagement (e.g. purchases) with the business. Every offer type has its own conditions that affect how and when an award will be provided and/or spent. Upload images for your offers to appear on the mobile app.

MERCHANTS & VENUES

(Business Network > My Merchants/My Venues)

Create your business network by defining the Merchants that have a collaboration agreement with your Business, and optionally their operating Venues. Operating hours for delivery and/or pick-up can be defined here per Merchant/Venue. Masquerade as a Merchant and create data on their behalf. Upload images of Merchants/Venues to be viewed on the mobile app.

AUTOMATIONS

(Platform > Automations)

Automations can be set up to automate repeatable tasks that are required to carry out certain operations. An automation starts with an event trigger (an action within CRM.COM, e.g. customer registration, award customer) and is completed with a series of actions (e.g. sending customers an outbound email communication).