This overview is designed to help our partners and prospective customers understand the CRM.COM solution for online ordering. The guide is set up around a fictitious coffee shop that offers online orders for delivery and pickup via its mobile app. However, the CRM.COM solution applies to any business interested in delivering physical goods to a direct client base.
Multiple venues for delivery and pickup
The business has the ability to set up its venues (i.e., shops/outlets) by providing contact as well as industry details for each of them. The business can then specify the different rules that apply per venue, such as different hours supported for delivery or pickup, different menus etc.
In addition, for each venue, CRM.COM provides the ability to define a TAP (Transaction Acquiring Point) where devices such as POS systems are specified to record purchase transactions and subsequently present the venue’s performance data.
.gif?version=1&modificationDate=1604669332411&cacheVersion=1&api=v2)
🔧 For more information on how to set up your Venues, click here.
Powerful and flexible product catalogue
The business sets up its product catalogue in an easy and flexible way by adding product information, images, and pricing as well as their variants (e.g. sizes), modifiers (e.g. sugar, milk), and add-ons (e.g. extra espresso shot).
.gif?version=1&modificationDate=1604667383998&cacheVersion=1&api=v2)
The products which are defined in the backend are immediately reflected on the mobile app ordering menu, complete with their images, components, pricing etc., allowing for real-time updates of the online ordering menu as and when required.
.gif?version=1&modificationDate=1604669869947&cacheVersion=1&api=v2)
🔧 For more information on how to set up your Products, click here.
Providing extra incentives to customers via reward offers
Reward offers provide incentives to customers to improve their engagement with the business, such as performing more frequent purchases of higher value. Each offer defines a goal customers must reach to be awarded. Awards earned via offers end up in the customer’s eWallet in the form of conditional cashback, which can be spent on subsequent purchases (or instantly as an instant spend) either in-store or via an online order.
.gif?version=1&modificationDate=1604668783498&cacheVersion=1&api=v2)
🔧 For more information on how to set up your Reward Offers, click here.
Multiple methods of payment are accepted.
The business can define the payment methods accepted when a customer submits an online order (i.e., card, cash, eWallet etc.). Cashback awards earned from offers either in-store or via online orders can be used to pay for online orders, thus giving customers extra incentives to use the business’s own online ordering platform.
🔧 For more information on how to set up your Payment Methods, click here.
Rich set of ordering policies
The business has the option to set up policies around online ordering for delivery and pickup and specify the different rules that apply per venue, such as minimum cart amount, delivery charge, estimated completion time etc.
.gif?version=1&modificationDate=1604671816321&cacheVersion=1&api=v2)
🔧 For more information on how to set up your Fulfillment Policies, click here.
Easily design your own mobile app.
The business has the flexibility to configure the look and feel of the mobile app and set it up according to its brand regarding font and colours and set up a beautiful online ordering app easily per its brand identity.
.gif?version=1&modificationDate=1605019181577&cacheVersion=1&api=v2)
🔧 For more information on how to set up your Applications, click here.
Easily set up your online availability.
The business has the option to turn the online ordering option on or off at any given time to be available or unavailable to customers via the mobile app respectively.
CRM.COM also allows businesses to specify the supported supply methods, i.e., whether they support online ordering for delivery and/or pickup. If required, the business can temporarily turn off ordering for either of the supply methods (e.g. if the store is too busy, if there’s no delivery person available etc.).
.gif?version=1&modificationDate=1604670240931&cacheVersion=1&api=v2)
🔧 For more information on how to set up your Applications, click here.
Multi-channel order fulfilment
There are multiple ways to accept and fulfil an order. Either the order goes directly to the POS (POS integration required) or is printed on a printing machine, is sent via email to a person in charge or is accessed via the CRM.COM backend orders page. The order acceptance, as well as the rest of the order lifecycle, can be communicated to the customer via real-time in-app notifications.
CRM.COM provides a lot of flexibility to efficiently manage the lifecycle of an order with drag-and-drop change of states.
.gif?version=1&modificationDate=1605007849051&cacheVersion=1&api=v2)
🔧 For more information on how to use Orders, click here.
Clever automation
Automation can be set up for a broad set of areas in CRM.COM, including automated customer notifications or webhooks that are triggered on events such as new orders. For example, on order acceptance or completeness, an in-app notification is sent to customers in real-time to inform them of the progress of their order.
.gif?version=1&modificationDate=1605261771642&cacheVersion=1&api=v2)
Backend-configurable mobile app
The mobile app is fully configurable from the CRM.COM backend and has a highly intuitive UX; thus very easy for a customer to submit an online order via the mobile app. All are defined in the CRM.COM backend and published in the app stores, iOS and Android.
Behind the scenes
CRM.COM handles the whole process around an online order from the moment the order is placed until the payment is confirmed; money is deducted from the customer’s bank card and credited to the coffee shop’s account.
