CRM.COM Platform overview

• Identity management and self service API

• Ready made app, portal and mobile passes; app and portal published by the service owner

• Transaction Processor and POS integration capturing customer purchases and spend requests

• Segment customers into multiple micro-personas using the advanced CRM.COM embedded BI

• contacts

• customer events

• apps & portals

• communications

• service requests

• analytics (identity management)

• activities

• leads

• CRM.COM wallet, maintains customer open balance, business open balance, business commerce balance

• Passes (gift, top-up) crediting the wallet

• Promotion (instant) and reward (accumulated) offers provide discount or commerce balance in customer wallet at point of customer interaction based on historic and current purchases

• Friction-less flows with promotion based aggregation. Capture the purchase and apply offers refunding into the wallet

• wallet

• passes

• accounts

• payments methods

• rewards & digital offers

• An enterprise class product catalogue, allowing the brand to easily setup even the most complex product offering, termed or physical

• Order to fulfill or order to subscribe with advanced promotions

• Subscribe on any billing model: pre-pill, payment driven , post-bill and for multiple frequencies

• Diverse subscription models: Termed, Usage (real time charging, allowance based), hybrid termed and usage

• Subscription support for a diverse product range: from triple play (voice, data, video) to digital services to usage products (IoT, energy, FMCG, HoReCa)

• Extensive support of global and local payment gateways and ability to plug in your own local gateways

• Inventory and device management

• An enterprise class provisioning layer for multiple triple play and IoT platforms (WIFI, broadband, telephony, OTT video) and ability to plug in your own local provisioning providers

• product catalogue

• order management

• Subscriptions & Usage

• Inventory

• A platform topology, with Platform Owner, Service Owner, Business, Merchants (the business network)

• B2B Spend: Customers spend their open balance across the business network. Accept the wallet of your partners

• B2B Connect. Be a B2B Merchant of another business or enjoy other businesses being your B2B Merchants. Do joined promotions and engage in commerce with your B2B connections

• B2B Commerce Pools. Publish or auction your idle capacity for partners to sell or provide as a gift, benefit, promotion

• B2B Promotion based aggregation. Your customers subscribe and buy complimentary products from other businesses with wallet as identity (gym membership, TV subscription) with offers adding discounts to the wallet . Addressing the use case of buy from my partner and I add to your wallet part of the better price I negotiated

• B2B Commerce based aggregation. Sell from your product catalogue services and products of 3rd parties; and take charges as purchase events reconciled to your invoicing

• Business Network & B2B

• Security & Foundation

• Settlements

Item

Description

Contacts

Contact is the central process of the software, representing the customer of the business. Contacts can be created in 3 ways:

• Created as part of an import and using the back office API

• Created via UI back-end

• Self Service Registration

Customer Events

• Support for Purchase, achievement, referral events

• Customer identification based on contact id, contact code, CIM, gift card number, OTP

Apps & Portals

 Apps & Portals is a utility of CRM.COM that allow a key user to configure with no code the business front end tools: Native APP and Portal.

These front end tools allow the customers of the business, the contacts, to carry out numerous self service processes such as registering, ordering or buying a subscription.

Communications

Communications is simply a record of a communication with a contact. It can be manually generated by a user, an API, or system generated, either via a Communication Plan or an event based communication.

System generated communications are multi-channel, currently supporting Email, SMS, and in-app Push Notifications.

Service Requests

It is a request ticket for service by a contact to the business.

Service request can be submitted by a back-office user or directly by a contact via self service APIs (e.g., CRM.COM app or portal).

A service request always belongs to a Queue. A Queue is a CRM.COM user defined grouping method that is used to group similar service requests (e.g., reward or billing requests)

Analytics for Identity management product

CRM.COM Analytics provide an in-depth analysis of a business’s data aiming in:

• View the business’s performance in various aspects such as financials, contacts behavior (purchases, awarding) as well as performance of various organization within the business network

• Enabling in-time decision making by checking out behavior patterns such as service churns, MRR

Activities

An Activity is a task that can be scheduled to take place for a Contact and can optionally refer to a Lead, Service Request or Order.

Leads

Leads denote prospective business by a contact.

A lead belongs to a queue, which usually represents a Sales Force Automation model with predefined stages.

A lead always ends up being won or lost.

Wallet

• An EMI grade multi-currency wallet maintaining an open balance per currency and multiple commerce pool balances for a customer of a business

• Multi-business wallet, allowing a customer to link their existing wallet to a new business they sign up. Business still maintains full ownership and control of the business balances

Passes

A pass is a process that unlocks a gift, top-up or promotion for a contact.

When a pass is redeemed (unlocked) it will either credit money into the contact wallet or activate an instant discount because of an associated offer.

A pass can be either printed or electronic format (distribution methods).

Accounts

An account is a ledger of financial transactions carried out between the Business and its contacts or the Business and its merchants/service providers. Account basic features are : id, classification, credit term (credit limit, payment terms), currency, primary, state.

Payment Methods

Payment methods are the acceptable means by which a business can collect money from its contacts, to pay for products or services purchased from the business.

Rewards & Digital Offers

Rewards within CRM.COM apply digital offers against a customer event or a CRM.COM initiated process such as subscription maturity. Rewards award contacts a commerce credit in the CRM.COM wallet.

A key process of Rewards is the Redeem, which evaluates the purchase event against the existing commerce balance and converts it to open balance.

Product Catalogue

The product catalogue consists of the list of products that a business is selling, their prices, as well as promotions applied on purchasing these products.

A key attribute of a product is the organization that owns the product and can be the business or a merchant / service provider. The organization that owns the product will also manage it and price it.

Order Management

Orders placed by contacts (B2C/B2B contacts) to purchase physical goods and services offered by the business or the business’s merchants in its business network

An Order is fulfilled by either the business or one of the merchants/venues (Delivery, Pick Up, Direct Sale)

An Order follows a Queue that defines its :

• Sequence of stages that the order goes through until its completion

• The Point of no return

• Milestone invoicing in one or more stages

Subscriptions & Usage

A subscription is a collection of services a Contact subscribes to, billed for on a recurring basis. Apart from the services provided, the subscription also outlines how, and when the Contact will be billed, as well as the payment terms. In general a subscription’s main characteristics are: State, Billing day, Payment method.

A usage service is any service consumed and has to be billed based on the volume consumed like data, phone calls, fuel, electricity. A usage service has a measurement unit used in measuring the consumed volume and a price per measurement unit. A usage service can only be consumed when a contact subscribes to either a termed service or a one-time service.

Inventory (including devices)

• Business has a single Warehouse to keep track of its stockable physical goods balances. Created on sign up

• The Warehouse maintains a dimension called locations, which allows stock to be allocated (assigned) to any logical dimension, such as a location in the warehouse, an installer van or a service provider.

• Stock-able items are the physical goods for which stock levels are maintained. Only physical goods (traceable or not) can be marked as stockable in their product types.

Business Network & B2B

Business Network is the CRM.COM organization topology, with Platform Owner, Service Owner, Transaction Processor, Business, Merchants, Venues and B2B connections. B2B connections are the Organizations of the business that are B2B Merchants or B2B Peers.

Security & Foundation

Security allows the setup of policies governing access and actions permissions to CRM.COM system features, ranging from creating API keys for client-external applications, to setting-up user roles and inviting users. Security settings covers all organizations of the CRM.COM Business Network structure (e.g., Cloud Operator, Business, Merchant/Service Provider).

Foundation cover other global functionalities of CRM.COM Platform like: Automations, Custom fields & forms, Time travel, Approvals, Events & Logs.

Settlements

The process where awards and spend are settled between organizations. Award settlement involves debiting the organization that provided the award; either when awarded or when redeemed.

Spend settlement involves crediting the organization that the wallet open balance was used.