Introduction

This document aims to describe the general overview of the myLoyalty platform which JCC merchants will have access to once they have register with the myLoyalty scheme. The intention of this document is to provide the merchants with a solid understanding of how to use the CRM.COM platform, from signing-up, creating communications, managing rewards offers, performing cash transactions, and understanding the benefits of their loyalty scheme with graphical and numerical reports. 

Signing-up your Business

Any approved JCC merchant is able to sign up for the myLoyalty scheme via a simple self-registration process. The merchant will instantly own their rewards scheme and be part of the multi-tenant myLoyalty rewards application, available on both the Google Play Store and the App Store.

Navigate to https://myloyaltysandbox.crm.com/account/register in order to register with the JCC myLoyalty scheme.

This is the self-sign up portal where you are required to complete the following information:

• First Name - The main contact person’s first name (who is registering the business to join the scheme) 

• Last Name - The main contact person’s last name

• Company Name - The merchant name as registered in the JCC directory

• Email - The main contact person’s email, a verification email will be sent to this address

• Email Confirmation - Confirm the contact person’s email address

• JCC Merchant ID - The merchant id provided by JCC

• Read the Terms of service, Privacy policy and Pricing policy by selecting the relevant links

• Select the confirmation check box to indicate that you have read and agree to the conditions

• Click on Sign Up

Once you have completed your registration process you will be required to verify your email address.

• You should receive an email (sent to the email address you provided) with a verification link

• Click on the link, you will be redirected to another webpage to set your password

• After completion you will be signed in to the application

Signing-in to CRM.COM

When you next need to sign-in to CRM.COM use:

• URL https://myloyaltysandbox.crm.com/account/login

• Email - The email you registered with

• Password - The password you provided when you first signed-in

Configuring your Business

There are some basic steps you should complete to configure your Business prior to going live with the myLoyalty program.

IMPORT YOUR OUTLETS

This procedure will identify you as a JCC merchant and import your outlets and transaction acquiring points (TAPs). To complete the JCC Merchant integration follow these steps:

• Platform > Integrations > JCC Merchant

  • Name - Provide your Business name

  • Select the Enabled toggle

  • Merchant ID - enter your JCC merchant id

  • Select Save & Import

Provide your Business information

1. Navigate My Business to by clicking on your signed-in username in the top right-hand corner of the screen.

2. Select Edit Images to upload your Business logo

• Upload images for both the following Media Usage Types:

  • Avatar - Used for the consumer app

  • Logo - Used on the back-end system

3. Complete your Business information

• Address

• Phone

• Email Address

4. Setup your TAPS (Transaction Acquiring Points)

Click on the blue ‘eye’ icon to view your imported TAPS, these should have been imported automatically when you configured your JCC Merchant integration. If none are available, you can create them manually.

• Select Create Transaction Acquiring Point

• Name - Provide a name for the TAP (e.g. CRM Coffee Shop Nicosia Branch)

• Code - Unique code which identifies your TAP

• External IP -

• External Port -

• Type - External Ref

• Select the Active checkbox

• Save

Invite users to your Business

Provide other users access to your Business by sending them an invitation.

• Navigate to Invite User to by clicking on your signed-in username in the top right-hand corner of the screen.

• Specify the user’s First Name, Last Name and Email

• User Role - Admin (this can be changed later if you configure other permissions for your users)

• Click Save

Invited users will receive an email informing them that they now have access to the Business. They should click on the link in the email and follow the instructions to set a password and log in.

Branding ???

The application of myLoyalty is the first contact you will have with your customers. Immediately after registration, every user of the app will have the opportunity to search for your loyalty scheme and register with you.

It is important to set your marketing images and brand your space in the app effectively to attract more customers.

Rewards

REWARD SCHEMES

By default an auto sign-up rewards scheme is automatically created using your Business name (e.g. CRM Coffee Shop Scheme). Any consumers registering with your Business will automatically become members of your scheme. The only thing you will need to do is activate the scheme once you have checked your rewards offers. To activate your rewards scheme:

• Navigate to Rewards > Schemes

• An inactive reward scheme should exist

• Click on the options button (three dots …)

• Select Activate

REWARD OFFERS

Four reward offers are automatically created upon Business sign-up. By default, the new offers will be inactive which means that they will not be available to your consumers to earn awards until you activate them. Navigate to Rewards > Offers to see your reward offers.

Default Offers

• €1 Referral Cashback: Get a €1 cashback when you refer a friend. The referring consumer will receive the cashback once the referred consumer registers and makes a purchase.

• 5% Cashback on all Purchases: Get a 5% cashback for every Euro spent on all your purchases.

• 20% Birthday Offer: Get a 20% instant discount on your birthday for your first purchase.

• €5 Registration Offer: €5 is awarded upon registration.

You can edit these offers to change their images, conditions, or the award.

To edit an offer:

• Click on the options button (three dots …)

• Select Edit

To activate an offer:

• Click on the options button (three dots …)

• Select Activate

REWARD OFFER RESOLUTION

If your Business has multiple reward schemes and offers, you might be interested in configuring the reward offer resolution which defines how your consumers will be awarded in such cases. The default is that a consumer is awarded on all matched offers.

AWARDS

Award is the amount of money that will be provided to a customer in the form of cashback when reaching a specific goal (e.g. perform a purchase event).

The award is always a financial amount provided in real currency; crediting the customer's wallet. Awards based on purchases are calculated either based on the total transaction amount (minus instant discount and discount of purchase customer event) or per purchase item.

Awards can be part of a wallet's open balance or commerce balance. Due to the fact that commerce balance is conditional (and can be consumed only on purchase customer events); different spend conditions are applied, such as validity (from - to), location, days/time and products (sku, family, brand). Note that the expiration date (validity to) defines the latest date that the award can be spent, motivating customers to spend their awards

Every award that is provided will create an award transaction, crediting the consumer’s wallet with the respective amount. In the event where an award is expired, an award expiration transaction is created and the relevant amount is deducted from the consumers wallet balance.

SPENDS

Spend represents an amount that will be deducted from the customer's wallet, when a customer requests to pay for a purchase using available wallet funds. Spends can be classified as conditional, where customers can spend awards on specific conditions or unconditional, where customer can spend awards without meeting any conditions.

A different approach applies for each spending model:

• Auto Spend Requests

  • An amount from the customers available wallet balance will be automatically spent (without the customer's request) during a purchase. As a result, the customer's wallet balance will be debited - so long as the balance is not subject to specific spend conditions (e.g. products).

  • Auto spend requests can be performed on the next purchase at a specific merchant (spending all the available wallet balance), or at specific merchants based on a minimum purchase transaction amount and the available wallet balance.

• Spend Instantly

  • A spend is instantly created for an amount equal to the awarded amount (i.e. the award is spent instantly)

  • The spend amount is applied on the purchase total amount right away

How consumers are awarded and how they can spend their awards

Award events (customer events) are actions taking place outside CRM.COM, such as purchase or a friend referral, or can be associated to data supplied to CRM.COM (such as customer registration details), for participant birthdays and name days. 

All types of events are evaluated against reward offers. The evaluation takes place either directly at the point of sales (where the purchase is registered) or through subsequent processes that handle multiple events and award them in one flow. Following a positive evaluation, the reward engine proceeds with the creation of an award transaction, which generates a credit wallet transaction, adding funds to the wallet of the participant. 

Participants can redeem their rewards by spending their wallet funds, either at their own discretion or subject to conditions (for example, at a specific shop and date/time).  A spend request evaluates if there are sufficient funds in the wallet of the participant, then a spend transaction is created which in turn generates a debit wallet transaction, that deducts funds from the wallet of the participant.

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.

Configuring automatic spend preferences for your Business

You can configure automatic spend preferences which will automatically apply to all your consumers upon registration. This setup will trigger a spend (without the consumer’s request), when a specified amount of money is available in their wallet and the purchase amount is above the set amount.

• Click on your signed-in user name in the top right-hand-side of the screen

• Select Settings > Rewards > Automatic Spend Preferences

• Enable the toggle Enable automatic spend preferences

• Set your spending preferences

• Select Save

Consumers have the ability to change these spending preferences using their app.

Managing customers

CRM.COM provides businesses the ability to view and manage contacts participating in their reward schemes. Navigate to Contacts > My Contacts. Search for a contact using their name, surname, registered contact code, telephone or email. Select a Contact to see their details.

Customer Accounts

When a contact has signed-up to a Business’s reward scheme, a primary account and a wallet is automatically created, where each award/spend will credit/debit the wallet balance accordingly. A system user can perform various actions to manage a contact’s account:

Account Actions – the actions you can perform on the account

• Modify Classification - Group similar types of Contacts for segmentation or pricing purposes

• Suspend - Accounts can be temporarily suspended in case of a dispute or while running a credit check

• Terminate - Terminated accounts are no longer operational and the status cannot be reversed

• Statement - View a Contact’s financial transactions for a selected time period

Wallet Actions – the actions you can perform on wallets

• Terminate - Unlike accounts, wallets can be terminated and re-activated if needed, note that when a wallet is terminated, the Commerce Balance (i.e. any awarded amounts) are lost

• View Balance Breakdown - View the wallet balance broken down into Open and Commerce balances with any applicable spend conditions (for the Commerce balance).

Wallets

A wallet is an account which keeps an amount of money that can be used to fund various transactions within the CRM.COM Software. A wallet is used as a mini ledger that can easily be topped up by various credit events or by awarding a customer through a Reward offer. The wallet's amount can be spent during various CRM.COM functions such as on spending awarded amounts during a purchase or by spending to external merchants etc. A wallet can be terminated and re-activated but upon reactivation the wallet should have zero balance and no spend conditions. 

A wallet's balance is presented as a whole but then is differentiated as

• Open Balance: The balance that has no spend conditions and is added into the wallet through a process irrelevant with Rewards, i.e. topup, transfer from Account etc. This balance an be used on anything including transfer of money out to a bank account or pay an external debit as part of a payment - currently not applicable for the JCC solution
  

• Commerce Balance: The balance that has spend conditions and is added into the wallet through a Rewards process (awarding, voucher use etc.). This balance is calculated by aggregating the non-expired, conditional credits which may or may not have specific condition group related. This balance can only be spent as part of a purchase event.

Wallet Spend Conditions

Wallet spend conditions are used to identify restrictions on how the wallet's available commerce amount, can be consumed. Those restrictions are set based on various conditions which includes conditions such as the products, place and time that the amount can be consumed.

Wallet spend condition groups can affect only the wallet's commerce balance, whereas the open balance is not affected by any conditions. 

Wallet Commerce Balance Breakdown

Wallet Commerce Balance Breakdown is the process used to present how, when and where a wallet's amount can be consumed. Wallet Commerce Balance Breakdown presents the wallet spend condition condition groups that include:

• The amount to be consumed 

• The days and/or hours at which the amount can be consumed

• The products which can be bought using the wallet's amount - Note: not applicable for JCC solution

• The locations where the amount can be consumed

Transactions

Online Transactions

These are the transactions where the consumer pays by credit card and JCC will perform the financial transaction and the loyalty transaction automatically. The merchant will be able to view the transaction history in the CRM.COM platform and gather any required information that may be needed. For the Online transactions no action is required by the merchant.

Cash Transactions

Cash Transactions take place manually by the merchant via the CRM.COM Cash Mobile Application. The merchant will be able to identify the participant via a scan of a QR code within the app, add the total amount and submit the transaction.

Offline Transactions

JCC will submit a batch file on a daily basis to process the offline transactions. The file will be uploaded and executed via a kettle created by CRM.COM. Note that this process runs daily at 04:00 am.

Communications

Communications allow a Business to notify all, or a group of contacts at predefined times. Communications can be sent in the form of an email, sms or push notification to the consumer app. Integrations need to be configured in order for communications to be operate.

Segmentation

Segmentation can be accessed via Contacts > Segmentation.

Segmentation enables a business to group it’s reward scheme participants based on a predefined set of conditions, therefore reaching each group with a different approach e.g. for pricing or communication purposes etc.

Communication Plans

Communication Plans can be accessed via CRM > Communication Plans.

Communication Plans are used to communicate a message to a rewards participant, it could be a message to all participants or a message to specific participants of a segment. Communication Plans can be sent by email, SMS, in-app push notifications.

Setting-up a Communication Plan

1. Navigate to CRM > Communication Plans

2. Select Create Communication Plan

3. Specify the following

   1. Name: Purpose of the communication

   2. Language: English

   3. Integration: SMTP - Note: if merchant would like to communicate with SMS they need to setup an SMPP integration with an SMS provider

   4. Content

      1. Specify text

      2. Use # to personalise the content

   5. Scheduler: Set the frequency if it will run once, or on repeated basis

   6. Recipients

      1. Add the segment to communicate the message to, if none specified then the message will be sent to all participants

4. Save

Analytics

INSIGHTS

Insights provide an analysis on the following events: Purchase, Award, Spend in different graphical charts for different periods (Today, Weekly, Last 30 days).

Insights can be accessed by various users according to their security access levels.

Navigate to Analytics > Insights.

FILTERS

For purchases users can view the results for one specific location.

User can choose to filter out the results using Contact criteria or event criteria

Different filtering criteria are available for each Event (Purchase/Award/Spend).

BREAKDOWN

On purchase event, users can view the results group by venue (location).

Insight results can be viewed in different graphical charts for different periods (Today, Weekly, Last 30 days):

• Table

• List

• Bar

• Stacked Bar

• Pie

Example of Pie chart

Reports

Reports provide an incite on how well a company operates and performs. Reports provide an overview of various metrics and KPIs for areas such as rewards, assisting in decision making. Reports, as well as their information, can be accessed by various users according to their security access levels. Reports can be exported in PDF and XLS. Reports are sent via email.

Navigate to Analytics > Reports

Available reports for Rewards

• Contacts Rewards Analysis: View list of Contacts participating in a Rewards scheme with an analysis of their rewards-related information for a period of time

Each report has:

• A set of filters.

• A set of group by fields

• A set of columns

  • If a report has more than 10 columns, then it is specified in the report which 10 fields are the default ones

• Sorting options

• Export options

  • PDF, CSV

• Totals

• A preview: Each report's preview shows maximum 10 records/results

Running a Report

Running a report includes two steps:

• Once the report is accessed, users are able to view a preview of the report (up to 10 records)

• On user request after specifying the format, filters, group by fields etc. The report is sent as an attachment to the user's authorized email instead.

Dashboard - Rewards Board

The dashboard provides an overall view of how your reward scheme is performing. Select Dashboard from the main menu on the left-hand side of the screen.

From this screen merchants can see the following dashboards:

• New Contacts

• App users

• Number of Visits

• Average Spend Per Visit

• Awards

• Spends

• Given Awards

• Awards Spent

• Top 10 Reward Offers (based on awards)

• Registered Customers

• Referred By

• Running Offers

• Merchants

• My Venues

• Reward Tiering

• Wallet Balance Breakdown

  • Open Balance

  • Commerce Balance