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.
JCC merchants are referred to as Businesses throughout the CRM.COM software, and therefore the same term will be used in this guide when referring to the system options and instructions.
Cardholders, customers, consumers, reward participants are referred to as Contacts in CRM5.
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:
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
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
CONFIGURE AUTOMATIC SPEND PREFERENCES
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.
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.
To setup other user security groups refer to the Security manual.
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
If your reward scheme is inactive your consumers will not benefit from your reward offers.
Refer to the Reward Schemes user manual for further information about configuring and managing reward schemes.
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
Each reward offer is evaluated real-time based on dedicated events (e.g. purchase, referral, time), given that the specified target conditions are met and each award will be eligible to be spent based on the spend method/rules.
Refer to the Reward Offers user manual for further information about configuring and managing reward offers.
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 consumer 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 consumer's wallet. Awards based on purchases are calculated either based on the total transaction amount (minus instant discount and purchase discount) 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 consumer 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 consumers 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 consumer's wallet, when a consumer requests to pay for a purchase using available wallet funds. Spends can be classified as conditional, where consumers can spend awards on specific conditions or unconditional, where consumer can spend awards without meeting any conditions.
A different approach applies for each spending model:
Auto Spend Requests
An amount from the consumer available wallet balance will be automatically spent (without the consumer's request) during a purchase. As a result, the consumer'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
The consumer will only be able to spend their awards with online transactions.
How consumers are awarded and how they can spend their awards
Award 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 consumer 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.
Managing contacts
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.
Contact 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).
Activity Feed
Select the Activity Feed tab from the Contact screen to view all the contact’s transactions.
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 consumer 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.
If a Business doesn’t have their own integrations configured for communication purposes, the Service Owners integrations can be used, but only for non-marketing purposes, e.g. sending a verification communication when a new Contact registers. A Business can configure their own Integrations to communicate with their consumers as required.
Refer the the manual How to Configure SMTP Integration for instructions on how to configure your own SMTP (email) integration.
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
Navigate to CRM > Communication Plans
Select Create Communication Plan
Specify the following
Name: Purpose of the communication
Language: English
Integration: SMTP - Note: if merchant would like to communicate with SMS they need to setup an SMPP integration with an SMS provider
Content
Specify text
Use # to personalise the content
Scheduler: Set the frequency if it will run once, or on repeated basis
Recipients
Add the segment to communicate the message to, if none specified then the message will be sent to all participants
Save
Refer to the following manuals for further information:
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 Contacts
Referred By
Running Offers
Merchants
My Venues
Reward Tiering
Wallet Balance Breakdown
Open Balance
Commerce Balance