• 1. Log In to CRM.COM   

• 2. How to view a Purchase Event

• 3. How to view an existing Rewards Scheme and the Reward offers under the specific scheme     
•   4. How to view an existing Rewards participant       

• 5. How to view dashboards

• 6. How to generate a report for Rewards

• 7. How to create a new segment using CRMQL

• 8. How to create a notification run to be sent to a specific customer segment    

   

IMAGINE Travel Ltd. Rewards Instruction Manual

    1. Log In to CRM.COM

• Open your web browser
• Navigate to https://r8qa.crm.com/crm
• Enter the username and password that were provided to you
• Click Go
  
  
  
  
  2. How to view a Purchase Event
  

  *When a customer, who is a rewards participant, buys a service from the travel agency either online through the website or face to face from a customer representative on a point of sales system, it will be recorded within CRM.COM and automatically a purchase event will be created. From this purchase event, CRM.COM will reward any cashback offers the participant is eligible to win. To view one such purchase event and the rewards awarded as a result follow the below.

• Navigate to CRM > Customer Events > Access Customer Events
• From the summary page find the event in question using the available search options on top or by finding the last generated event by 
  typing “%” in any search field and clicking “SEARCH”,. This will show all the events in the system and the last created event should be on the top.

• In the “Number field type “194” to find purchase event 194

  

   

• You can use the tabs on the left to see information on the event like the products purchased (PRODUCTS tab) and the rewards awarded

   (REWARD AWARD TRANSACTION tab) as a result of the event.
  
  

• Purchase event 149 for example as we can see under the PRODUCTS tab was a purchase of the Alaskan Adventure Tour for £2,124. If you click on the REWARD AWARD TRANSACTION tab you can see that as a result of this purchase the participant won £200. If you click on the transaction (No. 422) you can see the details and the offer which is, rewards offer number 40 ("£200 FOR ANY OUTSIDE EUROPE PURCHASE").  

  

  
  
  

• The participant can also chose to spend existing cashback from his/her wallet to pay for part of the purchase if the spending conditions allow them to redeem cashback for the specific service. These transactions are also automatically recorded as "Spend Requests" in CRM.COM. 

• Under  the same Purchase Event (No.194), if you click on the "SPEND REQUESTS" tab you can see that the participant has used £350 from their available cashback for the Alaskan Adventure Tour 

• If you click on number 10 you can see more information relating to the purchase event such as the product which the cashback was used for.. 

      3. How to view an existing Rewards Scheme and the Reward offers under the specific scheme

• Navigate to Rewards > Rewards > Manage Reward Schemes
• Type “%” in the “Name” field and click “SEARCH”
• The available Reward Schemes will come up

• Click on IMAGINE Travel Ltd.
  
  
  
  
• To view the available Rewards Offers under the IMAGINE Travel Ltd. scheme click on the Reward Offers tab. (*There are two tabs, one for Effective and one for Not Effective offers)

• Reward Offers under Imagine Travel Ltd. Scheme :

            Note: For more information on Reward Schemes click on the link below:

            https://discover.crm.com/display/V4Manual/Configuring+Rewards+Schemes

              Note: For more information on Reward Offers click on the link below:

               https://discover.crm.com/display/V4Manual/Rewards+Offers

      4. How to view an existing Rewards participant

• Navigate to Rewards > Rewards > Manage Rewards Participants
• Search for the Rewards Participant you are looking, for example type “35” in Number field, or type “%” and click search to find all participants

• Click on participant “35” to view the participants information
  
  
• The links on the left in blue can be clicked on to view information on the participants such as the participants contact details, wallet transactions/balance,
   the scheme they are participating in as well as any communications they received and the access details for their rewards participation (ACCESS TOKEN)

               Note: For more information on Rewards Participants click on the link below:

                https://discover.crm.com/display/V4Manual/Rewards+Participants

      5. How to view dashboards

• Navigate to Foundation > Analytics > View Dashboards
• The dashboards page opens
• You can switch from one dashboard to another using the drop down Switch To Dashboard
  
  
  
  
  
• In order to drill down to view more information click on a piece on a chart.  If you place the mouse cursor over a piece you can also see the % and the exact volume
  
  
  
                    Note: For more information on Dashboards click on the link below:
                
                      https://discover.crm.com/display/V4Manual/Dashboards

      6.  How to generate a report for Rewards

• Navigate to Foundation > Analytics > Run Reports
• Select a report to generate from the reports list i.e “Rewards Participants Balance”
  
  
• Enter the criteria to filter your report results i.e Sign Up DateFrom:"1 January 2015"  Participating Scheme Search for  "IMAGINE Travel Ltd."

• Define the fields to be displayed i.e double click on "Number" "Sign Up Date" "Wallet Balance"
• Define the group by fields (leave as is)

• Click on the format of the report to be generated (CSV, HTML, PDF, WORD)
• The report is being generated according to the selected format i.e "HTML"
  

• If you would like to schedule the report to be automatically sent via Email then click on Schedule and define the scheduling settings of your choice
  
  
  
  
       Note: For more information on Reports click on the link below:
        https://discover.crm.com/display/V4Manual/Reports

     7. How to create a new segment using CRMQL

• Navigate to Foundation > Segmentation > Manage Segments
• Click NEW

• Under the Main Information tab specify the segment’s main information

• Under the Criteria tab select the Entity that the segment will be about
• Specify the segment criteria using CRMQL.  You will notice that as you type, the system provides a list of the available items to select in order to syntax 
  your criteria.  (More information on the CRMQL syntax can be found here: https://discover.crm.com/display/V4Manual/Using+CRM+Query+Language)

• As soon as the criteria are defined click Save
• In order to preview the segment click Preview from the Actions button
  
  
  
  To view existing segments:
  
  
• Navigate to Foundation > Segmentation > Manage Segments
• Type “%” in the number field and click SEARCH to find all participants

Example segments to open:  

• You can click on a segment and click preview on the top to bring up the segment information i.e click on segment "11.IMAGINE All Reward Participants"

          Note: For more information on Segmentation click on the link below: 

          https://discover.crm.com/display/V4Manual/Segmentation

    8. How to create a notification run to be sent to a specific customer segment 

• Navigate to CRM > Notifications > Perform Notification Runs
• Click New and select Customer Care Notification Process Definition

• The Notification Run Definition screen opens
• Under the Main Information tab specify the notification run’s main information
• Select a notification type 

• Under the Criteria tab, on the Segment section click Add and select the customer segment that you wish to send the email notifications to
  Note: The media e.g. Email or SMS is specified on Communication template, included in the selected Notification Type
• Click Save
• In order to submit the notification run click Submit from the Actions button
• At this point, the notification run is sent to the scheduler

• When the process run is completed you will be able to see it under the Process Runs tab.  This is where you will see all the process run of the specific 
• notification run that will submit to the scheduler at any point.
• The process runs allow you to see which have been processed successfully and which have been processed with errors by expanding the appropriate section
• You can also drill down to specific entries to view the exact communication that was sent to each customer

• Each notification being sent to a customer can also be viewed through the Communication Centre under the Customer Management tab

                       Note: For more information on Notification Runs click on the link below:

                       https://discover.crm.com/display/V4Manual/Notifications