1.Disclaimer
Homespot is a fictional retailer. The Homespot demo scenario illustrates how you can use the CRM.COM software for CRM and Rewards purposes. All persons portrayed in the demo are fictitious and any resemblance to real persons is purely coincidental. Data and product names are also fictitious.
2. Introduction
Homespot is a value-driven company in Cyprus with a passion for life at home. Homespot is the perfect place to spend some quality time with the whole family as it combines shopping, dining and entertainment for all ages. It is essential for Homespot to facilitate purchases from repeat customers and to establish a core audience of loyal customers in order to increase its profits but also to reduce its risk and increase the power of its position within the market of furniture and other home related goods. Therefore, the company wants to introduce reward offers that will have a significant impact on the customer’s decision making and spending.
3. Integrations
The Homespot demo involves a Kounta POS where a variety of products are available to be purchased through the POS.
Note: More information on Kounta can be found here: www.kounta.com
A web portal and mobile app are also integrated and available where rewards participants can view and manage their rewards via a computer or smartphone respectively.
4. The Concept
The concept of the Homespot demo is to simulate transactions via the Kounta POS whilst the rewards participant gets awarded in real time, automatically. Additionally, the rewards participants can manage their awards via the web portal and/or mobile app.
5. Customer View
5.1 Registration
Customers can sign up for Rewards on their own via the web portal or mobile app.
5.1.1 Web Portal Registration
Visit the portal at and click on Register.
Fill in the fields with the required details and click on Register.
5.1.2 Mobile App Registration
Download and open the mobile app.
Fill in the fields with the required details and click on SIGN UP
5.2. Login
Once you register you can login as a rewards participant via the web portal or mobile app using the email and password you specified during registration and clicking Login.
5.3 View Available Offers
Once you log in, as a rewards participant you can view all the available running offers applicable to you. By selecting an offer you can view more details or check your progress towards a specific offer (where applicable).
Note: You can login as the demo rewards participant using the below credentials:
username: eric@crm.com
password: 123456
5.4 Make a purchase
Once you are informed about the running offers you can make your purchases. Eligible purchases will give you the appropriate awards according to the specified reward offers and the reward amounts.
The below is a transaction via the Kounta POS for a hot meal and a soft drink at Homespot's restaurant.
5.5 View Awards
Following a transaction, you can check your account via the web portal or mobile app to see if any of the available offers were triggered and gave you any awards.
My Account > Wallet
For every award you receive you can see from which offer it was given.
And at any point you can view your updated wallet balance.
In the case where you have conditional cashback into your wallet you can view details on how to spend your awards.
My Rewards > My Rewards > Awards
The mobile app allows you to view your awards of the last 1/6/12 months.
5.6 Make a spend
After you check how you can spend your awarded cashback, you can spend your awards at the POS on one of your purchases.
The below is a transaction via the Kounta POS for a cappuccino at Homespot's exit cafe.
The POS presents an option "Pay with CRM.COM Rewards"
5.7 View Spends
Following a spend transaction, you can check your account via the web portal or mobile app to see your spend.
My Account > Wallet > Spends
The mobile app allows you to view your spends of the last 1/6/12 months.
And at any point you can view your updated wallet balance.
5.8 View Purchases
At any point you can view the purchases you have performed at Homespot.
My Account > Wallet > Purchases
The mobile app allows you to view your purchases of the last 1/6/12 months.
5.9 View Progress Towards A Reward Offer
Certain reward offer types allow the participant to keep track of his progress towards a specific offer until the target is reached and the award is given. Such offers are punchcard-like offers and progress bar offers.
5.10 View Notifications
Notifications in CRM.COM are being sent out to rewards participants automatically following specified performed events (i.e., registration, awards, spends, new offers and more).
Notifications are available via the web portal and mobile app. Notifications can also be sent via email and SMS.
5.11 View/Update Personal Details
You can view and update your personal details via the web portal and mobile app.
My Account > Settings
6. Merchant View
6.1 Log In As A Merchant
To log in as a merchant use the below access details:
username: homespotdemo
password: homespot123!
6.2 Create A Reward Scheme
Navigate to: Rewards > Manage Reward Schemes
Click NEW
Fill in the details of the reward scheme and click SAVE
6.3 Create A Reward Offer
Navigate to: Rewards > Manage Reward Schemes
Open the Reward Scheme you created.
ACTIONS > ADD REWARD OFFER
Fill in the main information of the reward offer
Fill in the award conditions of the reward offer. The award conditions are the conditions that need to be met in order for the award to be given to the participant
Fill in the spend conditions of the reward offer. The spend conditions are the conditions that need to be met in order for the award to be spent by the participant
Click SAVE
To activate a reward offer, open the offer
Actions > SET AS EFFECTIVE
Note: CRM.COM supports the available reward offer classifications: Utilize Free Capacity, Reward Sign Ups, Reward Referrals, Increase Revenue Transaction Based, Increase Revenue Product Based, Reward Loyalty Transaction Amount Based, Reward Loyalty Transaction Number Based, Reward Loyalty Transaction Item Quantity Based, Reward Behavior, Reward On Birthday, Reward On Name Day, Reward Subscription Maturity, Reward Personal Data Completeness, Reward Achievements, Reward Financial Achievements, Reward Financial Statement and Just Money.
6.4 View A Dashboard
Navigate to Foundation > Analytics > View Dashboards
The dashboards present system data in a graphic representation in the form of stacked charts, bar chars, pie charts and more.
Each dashboard includes a variety of charts related to the selected dashboard.
You can switch from one dashboard to another using the SWITCH TO DASHBOARD drop down list.
Some charts allow the operator to drill down to more details by clicking on the desired chart pieces.
