The CRM.COM Platform - Business Process Overview

CRM.COM is for proud brands who target digital customers with a modern business model: personalised offers, fintech wallet and subscriptions via a single platform. CRM.COM allows brands to effectively and directly engage with millions of subscribers or registered customers.

Easy registration

CRM.COM provides simple customer self-onboarding via branded apps, portals and mobile passes. Businesses can easily capture rich customer data while complying with data protection policies.

It also allows growing the partner community by setting up merchants and service providers to work on joint processes and provide customer services. CRM.COM's diverse community capabilities support even the most complex collaboration setups.

Branded front-end channels

The CRM.COM mobile apps and web portals can be easily configured from the backend so as to build front-end channels at par with the brand, with their own logos, colours, images etc. Alternatively, businesses may continue using their own front-end channels and use the CRM.COM Self-Service API.

In addition, businesses who do not wish to have their own branded apps and portals may still introduce rewards using Google and Apple wallets. Registration is done via a simple branded landing page and customers upload their branded pass into their Google or Apple wallet and can fully engage with rewards and subscription offers. A punch out to a branded web portal provides the ability for customers to view more details around their eWallet, the offers they can benefit from, manage their subscriptions, place online orders and more.

eWallet-based

Businesses can introduce conditional cashback rewards where customers can be awarded following eligible transactions or other achievements. Awarded cashback goes straight into the CRM.COM wallet as a business commerce balance. Businesses also have the option to allow their customers to top up their wallets using their funds and pay using their wallet as their preferred payment method. Own funds are stored in the form of an open balance. Customers can easily view and manage their wallet balance via dedicated customer apps, portals and mobile passes via Apple or Google wallets.

Continuous offers down to the product level

CRM.COM allows businesses to set up and introduce continuous offers based on conditions. Conditional cashback allows customers to be awarded when award criteria are met, and spending is driven where margins are higher or the cost for the business is lower.

CRM.COM supports multiple offer types based on sign-up, referral, birthday, name day, product (SKU), transaction amount, day/time/hour, lottery, customer segment, just money, profile data completion, donations and more.

Offerings tailored around customers' needs

CRM.COM 's segmentation allows the business to target its audience and provide personalised offerings to specific customer segments rather than having a one size fits all concept. Segments are easily built based on common characteristics such as demographics, geographic location, buying behaviour etc.

POS and eCommerce agnostic

CRM.COM allows awards to be granted during order payment without interfering with the payment process or requiring any POS changes. The POS simply submits the purchase event, and CRM.COM applies rewards to those events, therefore eliminating the possibility of cashier mistakes or delays at the POS.

Recurring revenue with subscriptions

Businesses can have guaranteed recurring revenue when they provide their products or services on a subscription basis. CRM.COM offers new generation recurring and event-based billing with powerful subscription management. CRM.COM supports any subscription model: prebill, prepaid wallet-based, post-paid and voucher-based. Multiple billing frequencies are supported: daily, weekly, monthly, annually etc. Multiple billing models can support even the most complex subscription business with termed, one-off or usage-based services.

Powerful product catalogue

CRM.COM allows any business to structure its product catalogue like a boss! Diverse pricing and rating combinations with valuable add-ons such as upsell and cross-sell allow for the creation of a catalogue which is easy for the customers to understand and a setup of clever services and bundles to attract new audiences.

CRM.COM is highly scalable. Its flexible pricing allows experiments with free trials, promos and discounts to build an excellent sales strategy.

Communities for business

Accommodate customers via CRM.COM's flexible community setup across multiple organisational models – B2C, B2B and B2B2C. CRM.COM allows businesses to engage with their own outlets, other businesses within the same network or external partners.

A service owner can manage multiple businesses in CRM.COM and maintain multi-tenant eWallets where businesses can publish their commerce pools and share their products and services in a B2B marketplace.

Client engagement via notifications and automation

CRM.COM allows the business to interact with its customers via notifications using different channels such as in-app notifications, email or SMS. The content of the notifications can be set up in multiple languages using the embedded editor and can include text, images, links etc. The notifications can be sent for marketing purposes to promote new offerings, new offers or promotions or as part of automation such as automated notifications on a new award/spend, on successful/failed payment etc.

Meaningful business insights

CRM.COM transforms data into actionable insights and graphical charts, allowing the business to gain a comprehensive view of the overall business performance, which can help with subscription/rewards optimisation and goal achievement.