CRM.COM Platform overview

• Identity management and self-service API

• The ready-made app, portal and mobile passes; app and portal published by the service owner

• Transaction Processor and POS integration capturing customer purchases and spending 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, and business commerce balance's wallet at the point of customer interaction based on historic and current purchases

• Frictionless 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 allows the brand to easily set up even the most complex product offering, termed or physical.

• Order to fulfil or order to subscribe 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 the ability to plug in your local gateways

• Inventory and device management

• An enterprise-class provisioning layer for multiple triple plays and IoT platforms (WIFI, broadband, telephony, OTT video) and the ability to plug in your 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, or promotion.

• B2B Promotion-based aggregation. Your customers subscribe and buy complimentary products from other businesses with the wallet as identity (gym membership, TV subscription) with offers adding discounts to the wallet. Addressing the use case of buying 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, and 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 allows a key user to configure the business front-end tools with no code: 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

Communication is simply a record of communication with a contact. It can be manually generated by a user, an API, or a system generated 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 requests 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 behaviour (purchases, awarding), as well as the implementation of various organizations within the business network

• Enabling in-time decision-making by checking out behaviour 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, usually representing 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

• The multi-business wallet allows customers to link their existing wallet to a new business they sign up for. 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 in 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, and 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 Rewards process is the Redeem, which evaluates the purchase event against the existing commerce balance and converts it to an open balance.

Product Catalogue

The product catalogue consists of the list of products a business sells, their prices, and promotions applied to purchasing these products.

A key product attribute is the organization that owns the Product, which 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 :

• The 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 regularly. Apart from the services provided, the subscription outlines how and when the Contact will be billed and the payment terms. Generally, a subscription's main characteristics are State, Billing day, and Payment method.

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

Inventory (including devices)

• The Business has a single Warehouse to keep track of their stackable 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.

• Stackable items are the physical goods for which stock levels are maintained. Only physical goods (traceable or not) can be marked as stackable 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 setting 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 cover all organizations of the CRM.COM Business Network structure (e.g., Cloud Operator, Business, Merchant/Service Provider).

The foundation covers other global functionalities of the CRM.COM Platform like automation, Custom fields & forms, Time travel, Approvals, Events & Logs.

Settlements

The process where awards and spending are settled between the organisation's open balance was used.