Online Ordering

This guide 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 ordering for delivery and pickup via its mobile app. However the CRM.COM solution applies to any business that is interested to deliver 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 menu 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.

🔧 For more information on how to set up your Venues click here.

Powerful and flexible product catalog

The business sets up its product catalog in an easy and flexible way by adding product information, images, pricing as well as their variants (e.g. sizes), modifiers (e.g. sugar, milk), add-ons (e.g. extra espresso shot).

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.

🔧 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 or of higher value. Each offer defines a goal that customers must reach in order 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.

🔧 For more information on how to set up your Reward Offers click here.

Multiple methods of payment accepted

The business has the option to define the methods of payment 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 the 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.

🔧 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 in regards to font and colors and set up a beautiful online ordering app easily as per its brand identity.

🔧 For more information on how to set up your Applications click here.

Easily set up your online availability

The business has the option to enable or disable the online ordering option at any given time so as 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 disable ordering for either of the supply methods (e.g. if the store is too busy, if there’s no delivery person available etc.).

🔧 For more information on how to set up your Applications click here.

Multi-channel order fulfillment

There are multiple ways to accept and fulfill 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 easily manage the lifecycle of an order with simply drag and drop change of states.

🔧 For more information on how to use Orders click here.

Clever automations

Automations 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 order. 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.

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 is 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.