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Getting Started

Are you in the Rewards business? You have come to the right place. All you need to do is read this Getting Started Guide to find out how you can quickly set up CRM.COM to support your Rewards business.

Before you start with Subscription related configurations, view Getting Started with CRM.COM to complete the basic System configurations regardless of your line of business. Additional Guides on Pricing, OTT and Subscription management can be found in the related Getting Started User Guides.

• Getting Started with Normal Subscriptions
• Getting Started with Prepaid Subscriptions
• Getting Started with OTT
• Getting Started with Pricing

What you need to get started

In this Getting Started Guide you will discover the following modules, required for Setting up and supporting a Rewards business model.

• Products
  Set up all the Products your company sells and can be used as award or spend conditions to the Reward Offers.
• Rewards
  Set up your Rewards Business model, including all the Reward Offers to be offered to customers.
• Customer Events
  Set up Customer Events, used by Rewards to award participants on either financial or marketing Events and to redeem customer awards.
• Contact Information
  Defining the rules for managing Contact Information, required when registering Rewards Participants.

• Accounts Receivable
  Define the rules for managing Accounts Receivable, required when registering Rewards Participants.

• Wallets
  Set up Wallets, used by Rewards to debit or credit Rewards Participants based on Award and Spend Transactions.
• Access Tokens
  Set up Access Tokens, used by Rewards to identify users participating in your Rewards program.

Setting up Products

Products are Physical Goods or Services used by business transactions within the System. Services represent any intangible commodity which is provided to customers, such as telephony, TV channels, repairs, installations or deliveries. Physical Goods represent any tangible commodity which is provided/sold to customers, such as cameras, decoders or magazines.

What Comes First

To start using Products,  configure the System to support your business model. In the following table, find the configuration modules related to Products.

Sub-module	Type	Classification	Navigation	Dig In
Product Types	Configuration		CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSPRODUCT TYPES	Products
Products	Application		FOUNDATIONPRODUCTSMANAGE PRODUCTS	Products
Product Families	Configuration		CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP FAMILIES	Products
Product Brands	Configuration		CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP BRANDS	Products
Product Categories	Configuration		CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP CATEGORIES	Products

 

Step 1: Setting up Product Types

Start by configuring the Product Types which will be used as your base for creating the various types of Products.

Product Types are used to define and implement the behaviour of Products. Product Types are used when Products are created or modified.  Products can have only one Type, through which you can distinguish between the following:

• Classification:  Whether the Product is a Service (intangible commodity such as a TV channel or movie) or a Physical Good  (tangible commodity such as a Smartcard, modem or decoder).
• Service Type: Available only if the Product Type is classified as a Service, and determines whether it is a One Time Service, a Usage Service, a Termed Service or an Expense. One Time Services and Expenses are provided just once and are billed just once; e.g. an installation Service. 
  Termed Services are provided continuously and billed on a recurring basis, regardless of their usage; e.g. a recurring Pay TV Service which includes specific channels. 
  Usage Services are provided upon customer request and are billed based on their usage; e.g. a Pay Per View movie or Telephony Calls. 
• Physical Good Type: Available only if the Product Type is classified as a Physical Good, and determines whether the Physical Good is Traceable or Non-Traceable. 
  Traceable Physical Goods can be traced through a unique identifier which is usually a serial number; e.g. a decoder with a unique serial number. 
  Non-traceable Physical Goods are not traced to a single instance and are measured based on their quantity; e.g. 10 meters of cable.
• Composition: Determines whether the Product is a Flat, Flexible Bundle or Fixed Bundle Product.
  • Flexible Bundle Products are available if the Classification is defined as Termed Service.
  • Fixed Bundle Products are available if the Classification is defined as Termed Service or Physical Good.
• Used for Provisioning: Determines whether Products of that Type are used for provisioning purposes by third-party providers.

Step 2: Creating your Product

Once the Product Types are defined, you can start creating your Products (Steps below referring to the additional configuration can be omitted).

 Physical Goods and Services can be created through CRM.COM Products Module.

• Specify the Type of each Product and provide a Product Code, Alternative Code and Description. 
• Specify the VAT rate that should be applied on each of your Services or Physical Goods. 
• Define the price rates and the Price Plans that the Product will be available from.
• Define the component restrictions and rules of Flexible or Fixed Bundle Products (Bundle Products are made up of multiple other component Products).
• Use the Brand, Family and Categories to group your Products and apply specific business rules and restrictions.

Step 3: Setting up Product Brands, Categories, Families

Configure the following modules for additional functionality and categorisation

• Product Families are groups of Products derived from a common Product platform, using similar or identical Production processes and having similar physical or behavioural characteristics. Product Families in CRM.COM follow a hierarchical tree structure.
• Product Brands are used to define trademarks or distinctive names that identify a specific Product or Product line. 
• Product Categories are used to classify Products into generic groups based on common attributes. Categories are configurable in the System (there can be hundreds). Categories follow a hierarchical tree structure.
  
  

Do it Yourself!!

Let's see how you can quickly set up the System to start using the Products module.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Create the following Product Types

Product Types	Classification	Physical Good Types	Service Type	Composition Method	Used For Provisioning
Usage Services	Service		Usage	Flat	Yes
Termed Services	Service		Termed	Flat	Yes
Smartcards	Physical Good	Traceable		Flat	Yes
Decoders	Physical Good	Traceable		Flat	Yes
Non-Traceable	Physical Good	Non-Traceable		Flat	No
One Time Service	Service		One Time	Flat	No
Expenses	Service		Expense	Flat	No

 

Create Products

Product	Type	VAT Rate	Information
Gold	Termed Services	10%	This is a main Service (mandatory to be added on a Subscription).
Eurosport 1	Termed Services	10%	This is an additional Service (optional to be added on a Subscription).
PPV Movies	Termed Services	10%	This Service will be used to authorise the usage of addition of PPV movies on the Subscription.
Braveheart	Usage Service	10%	You must create one Product per PPV movie you would like to make available. Usage Services are not added in Price Plans but in Usage Service Catalogs.
Serendipity	Usage Service	10%	You must create one Product per PPV movie you would like to make available.
Limitless	Usage Service	10%	You must create one Product per PPV movie you would like to make available.
Samsung Smartcard	Smartcards	10%	Create the different Smartcards that you provide to your subscribers.
Thomson Decoder	Decoders	10%	Create the different Decoders that you provide to your subscribers.
Thomson Remote Control	Non-Traceable	0%	Create the remote control Products provided with the Decoders.
Antenna	Non-Traceable	10%	Create the antenna products.
Start Up Fee	Expenses	10%	Create the Start Up fee charged on creating a new Subscription.
Repairs	One Time Service	10%	Create the Repairs product used for charging for repairs based on duration.
Installation Service Fee	One Time Service	10%	Create the Installation Service Fee used for charging for installation based on duration.

Setting up Wallets

A Wallet is a type of account which contains an amount of money that can be used to fund transactions within CRM.COM. It works as a mini-ledger that can easily be topped up by various payment events, or spent by CRM.COM functions such as Prepaid Subscriptions or the redemption of Awards.
Wallets are debited and credited through Wallet Transactions.

What Comes First 

To start using Wallets configure the System to support your business model. In the following table, find the configuration modules related to Wallets.

Sub-module	Type	Classification	Navigation	Dig In
Wallets Definitions	Configuration		CONFIGURATIONFINANCE APPLICATIONWALLETSSET UP BUSINESS DEFINITIONS	Wallets
Wallets Transaction Types	Application		FINANCEFINANCE APPLICATIONWALLETSSET UP WALLET TRANSACTION TYPES	Wallets
Wallet Expiration Run Definition	Application		FINANCEWALLETSPERFORM WALLET BALANCE EXPIRATION RUNS	Wallets

 

Step 1: Setting Up Wallets Definitions 

Start by configuring an 'Active' Wallets Definition.

Wallet Definitions is a set of business rules used to control the behaviour of Wallets throughout their Life Cycle.

Through the Definition you can:

• Define values of related Wallet Causes:

  • Create Wallets: The causes that result in the automatic creation of new Wallets, including:

    • On creating a new Accounts Receivable.
    • On using an Accounts Receivable on a Prepaid Subscription.
    • On using Accounts Receivable in Reward Participants.

  • Cancel Wallets: The causes that result in the automatic cancelling of Wallets,  including:

    • On Terminating an Accounts Receivable.
    • On Terminating the relation of Wallets with (last prepaid) Subscription and/or (last) Rewards Participant.

  • Debit Wallets: The causes that result in the automatic debiting of Wallets, including:

    • A Prepaid Billing Run
    • Spend Reward Transactions
  • Credit Wallets: The causes that result in the automatic crediting of Wallets, including:
    
    • Payments posting (applicable for all Payment Types or specific Types)
    • Credit Note posting (applicable for all Credit Note Type or specific Types)
    • Award Reward Transactions
  • Reimbursing Wallets: The causes that result in the automatic reimbursing of Wallets, including:
    
    • Cancelling a Wallet
    • Changing a Prepaid Subscription Accounts Receivable
  • Void Wallet Transactions: The causes that result in the automatic voiding of Wallet Transactions, including:
    

    • Cancelling a Payment (applicable for all Payment cancellation Types or specific Types)

  • • Cancelling a Reward Award Transaction
    • Cancelling a Spend Award Transaction
• Define values of related Wallet Rules:
  • Crediting Rules: Specify the rules that will be applied while crediting a Wallet.
  • Reimbursing Rules: Specify the rules that will be applied while reimbursing a Wallet
  • Voiding Rules: Specify the rules that will be applied while voiding a Wallet.

 

Step 2: Setting Up Wallets Transaction Types and Wallet Balance Expiration Runs

Configure the following modules for additional functionality and categorisation. You can skip the configuration of these modules if it is not required by your business model.

• Wallets Transaction Types: Used to define the behaviour and the nature of each Wallet Transaction and the business processes, rules and restrictions that should be applied to creating Wallet Transactions, based on the Wallet Transaction Type Classification. The supported Classifications are the following:
  • Credit
  • Debit
  • Reimburse
  • Void
• Wallet Balance Expiration Run Definitions: Used to define the rules by which Runs will be performed, to identify the Wallet amount that should be expired and debit the Wallet for the unspent amount of money (the identification process is performed based on the specified Expiration Date and the amount already spent). The resulting debit that reflects the expired amount is directly allocated against the expired credit amount.
  The Expiration Date is specified either manually or automatically, as part of a Reward Offer Award that has a specific Expiration Date.

Do it Yourself!!

Setting up Accounts Receivable

Accounts Receivable is the customer's Financial Account. A running balance of individual debit and credit transactions is maintained, while an 'Active', 'Suspended' or 'Terminated' status reflects its operational condition.

What Comes First

To start using Accounts Receivable configure the System to support your business model. In the following table, find the configuration modules related to Accounts Receivable. 

Sub-module	Type	Classification	Navigation	Dig In
Accounts Receivable Classifications	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP CLASSIFICATIONS	Accounts Receivable
Accounts Receivable Definitions	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BUSINESS DEFINITIONS	Accounts Receivable
Accounts Receivable Banks and Bank Account Types	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BANK ACCOUNT TYPES CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BANKS	Accounts Receivable
Accounts Receivable Payment Preferences	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP PAYMENT PREFERENCES	Accounts Receivable
Accounts Receivable Presentment Preferences	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP PRESENTMENT PREFERENCES	Accounts Receivable

Step 1: Setting Up Accounts Receivable Classifications

First, configure Accounts Receivable Classifications.

Accounts Receivable Classifications are used to separate Accounts Receivable into categories which can be later used by various System processes, for filtering.

Step 2: Setting Up Accounts Receivable Definitions

Secondly, you must configure an active Accounts Receivable Definition 

Accounts Receivable Definitions is the set of business rules used to control the behaviour of Accounts Receivable throughout their Life Cycle.

Through the Definition you can:

• Define the business rules related to:
  • Allocation Principle: the principle used to allocate credit transactions against debit transactions, which can be 
    • FIFO
      or
    • Against Item & FIFO
  • Credit Terms: The terms that define the allowed Credit Ratings and Credit Rating values to be set on Accounts as well as the Due Date rules which define how the due date of Invoices is calculated.
• Optionally, define allowed attributes and process automation to be used on Accounts Receivable:
  • Account Name Generation Method: Define whether the account name should be generated automatically and how to generate it.
  • Billing Address Rules: Define whether the Billing Address is mandatory.
  • Allowed Preferences: Define which of the following pre-configured preferences can be used by Accounts Receivable.
    • Classifications
    • Payment Preferences
    • Presentment Preferences
    • Banks & Bank Account Types

Step 3: Accounts Receivable Banks, Bank Account Types, Presentment and Payment Preferences

Configure the following modules for additional functionality and categorisation:

• Accounts Receivable Banks: Create the Banks that can be used as information in Accounts Receivable Payment Preferences, if the Payment Preference is classified as a direct debit.
• Accounts Receivable Bank Account Types: Create the Bank Account Types that can be used as information in Accounts Receivable Payment Preferences, if the Payment Preference is classified as a direct debit.
• Accounts Receivable Payment Preferences:  Define the preferred method of paying any outstanding amount. Payment Preferences may hold information which is needed to integrate to Third Party Systems and perform the Payment (e.g. Payment Gateway) bank account information in the case of direct debits or bank transfers.
• Accounts Receivable Presentment Preferences: Define the preferred method for sending bills to the customer owning the account and to export the bills or integrate them with Third Party Systems.

Do it Yourself!!

Let's see how you can quickly set up the System to start using the Accounts Receivable module.

 No configuration is necessary for the modules, sections and attributes not mentioned below.

Create the following Accounts Receivable Classification

Name	Allowed Organisational Units
VIP Customer	Managers Group
Standard Customer	Leave empty to allow the Type to be used by all
Employee	Group: Admin Community: Internal Unit:  Admin Unit Call Operators

 

Create the following Accounts Receivable Definition

Global Settings	System Account	Default Credit Terms		Allowed Preferences
	Suspense	Due Date Rules	Credit Limit	Classifications
Allocation Principle: FIFO and Against Item Account Name Generation Method: Based on Account Number and Contact Name Billing Address Rule: Always Mandatory	Select the System's default account	Default Credit Period: 5 Days After Transaction's Posted Date	Define a Credit Limit for each of the Credit Ratings and select AAA to be the default	Select All Default: Standard Customer

Setting up Customer Events

Customer Events are financial and marketing transactions performed by customers and registered within CRM.COM in order to be rewarded or additionally processed by other functions. Customer Events can be created manually through Web API or UI, or automatically by the System. The Reward engine evaluates Reward Offers against Customer Events and decides whether they should be awarded or trigger any Spend Reward Transactions.

What Comes First

To start using Customer Events configure the System to support your business model. In the following table, you can find the configuration modules related to Customer Events. 

Sub-module	Type	Classification	Navigation	Dig In
Customer Event Classifications	Configuration		CONFIGURATIONCRM APPLICATIONCUSTOMER EVENTSSET UP CLASSIFICATIONS	Configuring Customer Event Classifications
Customer Events Definition	Configuration		CONFIGURATIONCRM APPLICATIONCUSTOMER EVENTSSET UP BUSINESS DEFINITIONS	Configuring Customer Events Definition
Key Performance Indicators	Configuration		CONFIGURATIONCRM APPLICATIONCUSTOMER EVENTSSET UP KEY PERFORMANCE INDICATORS	Configuring Key Performance Indicators

Step 1: Setting up Customer Event Classifications

Start by configuring the Customer Event Classifications 

Customer Events Classifications is a System function that groups Customer Events into categories, enabling business processes to apply different business rules to each Classification.  The classification of Customer Events is only mandatory for Achievement and Financial Achievement Type Events.

• Define the Customer Event Types for which each Classification can be selected and applied.

Step 2: Setting up Customer Events Definition

Next, configure an 'Active' Customer Events Definition 

Customer Events Definitions are a set of business rules used to control the behaviour of Customer Events throughout their Life Cycle. 

• Define the settings related to the Customer Events that will be processed by the System. 
  
  • Purchase Customer Events Automation: Select the Invoice Types that will automatically create Purchase Customer Event when posted.
    
  • Event Types Processed Immediately: Select the Customer Event Types which should be automatically selected for immediate processing.
  • Payment Medium Brand Automation: Define the rules used to automatically set the Payment Medium Brand on Purchase or Financial Achievement Customer Events, based on the format of the specified Payment Medium identifier. 
    These rules apply only if the Customer Event is submitted with a specified Payment Medium identifier but without a Payment Medium Brand.
  • Payment Medium Type Automation: Define the rules used to automatically set the Payment Medium Type on Purchase or Financial Achievement Customer Events, based on the format of the specified Payment Medium identifier.
    These rules apply only if the Customer Event is submitted with a specified Payment Medium identifier but without a Payment Medium Type.
  • Payment Medium Identifier Automation: Define the rules used to automatically adjust the Payment Medium identifier specified on Purchase or Financial Achievement Customer Events, before saving the Events. 
    These rules apply only if the Customer Event is submitted with a specified Payment Medium identifier. The adjustment is performed just before saving the information and once other processing is completed.
  • Spend Request Customer Events Rules: Rules that are automatically applied when creating and processing Spend Request Customer Events, such as defining the minimum or maximum Spend Request amount or whether to reject Spend Requests when the Wallet Balance cannot cover the Spend Request amount.

Step 3: Setting up Key Performance Indicators

 Configure the following module for additional functionality and categorisation.

Key Performance Indicators: Customer Event Key Performance Indicators are used to measure the performance of key business objectives to evaluate if they are achieved or not. They are used for creating Financial Statement Customer Events and can also be used as conditions on awarding participants through Financial Statement Reward Offers.

Do it Yourself!!

Setting up Access Tokens 

Access Tokens are used to identify and authenticate customers, users or applications with access to CRM.COM. Access Tokens can be created by the System or manually through the UI or the Web API.

What Comes First

To start using Access Tokens configure the System to support your business model. In the following table, you can find the configuration modules related to Access Tokens.

Sub-module	Type	Classification	Navigation	Dig In
Access Tokens Definition	Configuration		CONFIGURATIONFOUNDATION APPLICATIONACCESS TOKENSSET UP ACCESS TOKEN DEFINITIONS	Configuring Access Token Definitions
Access Token Classifications	Configuration		CONFIGURATIONFOUNDATION APPLICATIONACCESS TOKENSSET UP CLASSIFICATIONS	Configuring Access Token Classifications

Step 1: Setting up Access Tokens Definitions

First, you must configure an 'Active' Access Tokens Definition.

Access Token Definitions are used to control the creation of Access Tokens, by defining the policies governing the format of the Access Token User Identifier, Pass Code and Authentication Code.  You can define whether Access Tokens can be created without an Identifier and Pass Code or deactivated when their last entity association (Rewards Participant or Accounts Receivable) is removed. 
Additional settings relating to Access Tokens may also be defined, concerning Accounts Receivable and Rewards Participants, as well as Communication (Access Tokens can be automatically communicated to customers once created).

• Define settings of the identifier and passcode.
  • Identifier: Specify the settings related to the Access Token identifier
  • Passcode: Specify the settings related to the Access Token pass code.
  • Automation: Specify the settings related to the Access Token automation. Make sure you enable "Allow Creating Access Tokens on Creating Rewards Participants".
• Define whether the Access Token requires verification .
  • Define the Communication Template to be used to send the verification code to customers.

Step 2: Setting up Access Token Classifications

 Configure the following module for additional functionality and categorisation.

Access Token Classification Access Token Classifications are used to define the behaviour of each Access Token and the business settings and restrictions that will be applied while creating, maintaining or using therm.  You can define settings related to the creation and formatting of the Identifier, Pass Code and Authentication Code. You can define whether Access Tokens can be created without an Identifier and Pass Code or deactivated when their last entity association (Rewards Participant or Accounts Receivable) is removed.

If no Classification is specified when creating an Access Token, then the settings defined in the 'Active' Access Token Definition will be applied.

Do it Yourself!!

Setting up Rewards

Rewards provide merchants numerous Reward Offer options to award their loyal customers. Awards can be directly converted into cash value which can be consumed on specific Products or Units and at specific times, or with no conditions at the customer's discretion.

What Comes First

To be able to use Rewards you need to configure the System to support your business model. In the following table, you can find all the related configuration modules related to Rewards.

Sub-module	Type	Classification	Navigation	Dig In
Rewards Schemes	Application		REWARDSREWARDSMANAGE REWARD SCHEMES	Configuring Rewards Schemes
Rewards Offer Types	Configuration		CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP REWARD OFFER TYPES	Configuring Reward Offer Types
Rewards Definition	Configuration		CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP BUSINESS DEFINITIONS	Configuring Rewards Definitions
Rewards Offers	Application		REWARDSREWARDSMANAGE REWARDS OFFERS	Managing Rewards Offers
Reward Offers Evaluation Run Definition	Application		REWARDSREWARDSPERFORM REWARD OFFERS EVALUATION RUNS	Using Reward Offers Evaluation Run Definitions
Rewards Offer Categories	Configuration		CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP REWARD OFFER CATEGORIES	Configuring Rewards Offer Categories
Reward Offer Templates	Configuration		CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP REWARD OFFER TEMPLATES	Configuring Reward Offer Templates
Reward Settlement Run Definition	Application		REWARDSREWARDSPERFORM REWARD SETTLEMENT RUNS	Using Reward Settlement Run Definitions
Wallet Expiration Run Definition	Application		FINANCEWALLETSPERFORM WALLET BALANCE EXPIRATION RUNS	Using Wallet Balance Expiration Run Definitions

Step 1: Setting up Rewards Schemes

Start by configuring the Rewards Schemes, so that they can be assigned Rewards Participants and Reward Offers.

Reward Schemes are used to group Reward Offers and keep track of eligible customers participating in each Scheme. Through Rewards Schemes you can define the Organisational Units that will be allowed to assign Participants and Reward Offers.

Step 2: Setting up Rewards Offer Types

Next, configure the Reward Offer Types which will be added to Reward Definitions.

Reward Offer Types define the behaviour and nature of Reward Offers. Each Type's different characteristics are derived from the Reward Offer Classification which influences the business behaviour.  

• Define the following information:
  • Classification of the Reward Offer Type that will define the behaviour of newly created Reward Offers.
  • Categories that will be allowed to be used in Reward Offers of this Type.
  • Organisational Units that will be allowed to create Reward Offers of this Type.

Step 3: Setting up Rewards Definition

You must next configure an 'Active' Rewards Definition to be able to work with Reward Offers.

Rewards Definitions is a set of business rules used to control the behaviour of Rewards throughout their Life Cycle.

Through Rewards Definitions you can define which of the pre-configured Reward Offer Types are available for selection when creating a new Reward Offer. At least one Type must be selected.

Step 4: Setting up Rewards Offers

Configure valid Reward Offers next, in order to be able to award future Reward Participants (even though Reward Offers is not a configuration entity).

Reward Offers are used to determine amounts of money awarded for Customer Events or any other awarded actions of participants, and to specify the conditions for awarding amounts and for spending the awarded amount.  The conditions can limit the redemption of awards to specific products and at particular Organisational Units (merchants).

Various Reward Offer Types can be set up in the System using different Reward Offer Classifications, each one offering different Award and Spend Conditions.

Step 5: Setting up Reward Offers Evaluation Run Definitions

Next, you must configure Reward Offers Evaluation Run Definitions that will be used for awarding Rewards Participants.

Reward Offers Evaluation Run Definitions are a set of business rules used by Reward Offers Evaluation Runs to evaluate Rewards Participants and their related information against the Reward Offers provided by their Participating Reward Scheme. 
The result of the Reward Offers Evaluation Run is Award Transactions and Spend Transactions that will debit or credit the Wallet of the Rewards Participant accordingly.

Create a Reward Run Definition by specifying:

• Criteria
  • Reward Schemes:  Defines the Reward Schemes that should be considered during the evaluation process.
  • Reward Offer Types:  Defines the Reward Offer Types that should be considered during the evaluation process.
• Scheduling Settings: Determine when the definition should be executed. They can be scheduled to be executed once or on a recurring basis. 

Step 6: Setting up Reward Offer Categories & Templates Reward Settlement Run Definitions, Wallet Balance Expiration Run Definitions

Configure the following module for additional functionality and categorisation.

• Reward Offer Categories: Reward Offer Categories are used to classify Reward Offers into generic groups based on common attributes. Reward Offer Categories following a hierarchical tree structure. Each Reward Offer can be classified in only one category. 
• Reward Offer Templates: Reward Offers Templates can be used during the creation of a new Reward Offer.  A Reward Offer Template has a similar structure to Reward Offers to facilitate the transfer of information to the newly created Reward Offer. 
• Reward Settlement Run Definitions: Reward Settlement Run Definitions are used to execute runs that will evaluate Customer Events and Spend Transactions, to debit or credit the accounts of participating Merchants, based on the Awards provided or redeemed, using Contribution Rules defined for each Merchant. For example, when an Award is given via a Customer Event that was created by a Unit C merchant, then Unit's C merchant account is debited with the Award amount. When a Spend Request Customer Event is created by a Unit C merchant, then Unit's C merchant account is credited with the spent amount. The debiting amount is calculated based on the Contribution rules set on the Rewards Participating Merchants.
• Wallet Balance Expiration Run Definitions: Wallet Balance Expiration Run Definitions are used to define the rules by which Runs will be performed, to identify the Wallet amount that should be expired and debit the Wallet for the unspent amount of money (the identification process is performed based on the specified Expiration Date and the amount already spent). The resulting debit that reflects the expired amount is directly allocated against the expired credit amount.
  The Expiration Date is specified either manually or automatically, as part of a Reward Offer Award that has a specific Expiration Date. 
  If you have Reward Offers for awards that should be applied only up to a specific date or time after it is awarded, make sure to configure the Expiration Run so that expired awards are removed from the participant's balance. 

Do it Yourself!!

Using the Software

Having set up CRM.COM based on your business requirements, you are ready to experience the capabilities of the System. View our Application Manuals area, which includes manuals dedicated to each submodule, and discover the functionality of each CRM.COM Module designed to help you complete your business transactions, or remain in this section to learn the basics of working with Rewards.

Find links to manuals related to CRM.COM Rewards below.

Managing Contact Information

View Managing Contact Information required for creating an Accounts Receivable.

Managing Accounts Receivable 

View Accounts Receivable required for creating Subscriptions.

Managing Wallets

View Managing Wallets required by Rewards Participants to manage their loyalty awards and spending.

Managing Access Tokens

View Managing Access Tokens and start creating Access Tokens necessary for Rewards Participants to access their Rewards.

Managing Rewards 

Overview

To participate in Rewards processes, you need to sign up as a Rewards Participant. Rewards Participants, belong in Rewards Schemes through which the System can identify which Reward Offers each participant is eligible to. 

Participants are evaluated based on their Actions in the System (e.g. Purchases, Customer Events, Subscription Usage).  A Reward Offers Evaluation Run is executed on a recurring basis and eligible actions are awarded through the creation of Award Transactions, which create Credit Wallet Transactions. 
Reward Offers Spend Conditions, are added in the allotments of the Credit Wallet Transactions created from the Award Transactions.

Participants redeem their points through purchases.  A Purchase Customer Event is created followed by a Spend Request Customer Event (using the purchase Customer Event).

Module	Navigation	Dig In
Rewards Participant	REWARDSREWARDSMANAGE REWARDS PARTICIPANTS	Managing Rewards Participants
Customer Events	CRMCUSTOMER EVENTSACCESS CUSTOMER EVENTS	Managing Customer Events
Reward Offer Evaluation Run Definition	REWARDSREWARDSPERFORM REWARD OFFERS EVALUATION RUNS	Using Reward Offers Evaluation Run Definitions

Creating Rewards Participants

Start by creating Rewards Participants!

Once the Contact Information, Accounts Receivable, Wallets and Access Tokens Definitions have been configured as described above, you are ready to create your Reward Participants. 

Follow these steps to create a new Rewards Participant:

1. Create a new Contact Information or use an existing one.
2. Create a new Accounts Receivable or in case you loaded an existing customer (account owner) then you can also select their account.
3. Specify the Participant's Billing Address.
4. Select and add the Reward Schemes that the Participant will join. For each Scheme specify the sign up details (date and Unit).
5. Specify the Participant's Sign Up Details by entering the sign up date and the Unit that signed up the specific Participant.
6. Create an Access Token which will be used to identify and access the Rewards Participant information. The user identifier and pass code are mandatory depending on the Definition configuration, while the authentication code is generated automatically by the System on saving the Participant.
   
   

Creating Customer Events

Customer Events are financial and marketing events performed by customers and registered within CRM.COM in order to be rewarded or additionally processed by other functions. Each of the Event Types has a different attributes that must be set. Find below a list of manuals explaining how you can create each of the Customer Events.

• Achievement Customer Event 
• Financial Achievement Customer Event 
• Financial Statement Customer Event
• Purchase Customer Event
• Referral Customer Event
• Social Media Customer Event
• Spend Request Customer Event
• Web Customer Event

Executing Rewards Run Definitions

Once a Reward Offer Run Evaluation Definition is executed, the System evaluates Rewards Participants and their information against the Reward Offers and creates Award & Spend Transactions for each one, debiting or crediting the participant's Wallet. Specifically:

1. The Reward Schemes to be evaluated are retrieved, based on the Reward Schemes selected in the Definition.
2. The Reward Offers to be evaluated are retrieved, based on the Reward Offer Types selected in the Definition.
   
   
3. Customer Events which are not of Type Spend Request are evaluated to decide whether they should be awarded.
4. Award Reward Transactions are created for each awarded Customer Event.
   
   
5. Rewards Participants, Contact Information and Subscriptions are evaluated based on Reward Offers not related with Customer Events
6. Award Reward Transactions are created for each awarded Rewards Participant.
   
   
7. Customer Events which are of Type Spend Request are evaluated to decide whether the specified amount can be spent.
8. Spend Reward Transactions are created for each valid Customer Event.

Integrating with CRM.COM

Are you a web developer? Are you interested in integrating with CRM.COM? 

Click on the links below for a complete description of the available Web APIs 

• Rewards
  
  •  Rewards Participants Web API
• Contact Information
  
  •  Contact Information Web API
• Accounts Receivable
  
  •  Accounts Receivable Web API
• Customer Events
  
  •  Customer Events Web API
• Access Tokens
  
  • Access Tokens Web API
• Wallets
  
  • Wallets Web API