Contacts Business Features
Business Feature / Process | Description |
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Create and manage contacts | Contacts are the core entity of the system, representing the business’s customers. Contacts can be created in the following ways:
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Contact Identity |
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Active Contact | A Contact is considered Active if they have at least one ‘Active’ or ‘Suspended’ account, or if they have engaged in at least one financial, wallet, or CRM-related transaction within the last 12 months. Transactions include debit or credit financial/wallet transactions, communications, leads, service requests, purchases, orders, or any subscription-related actions. |
Contact Communities | Communities allow a contact to create a group and invite others - whether already registered contacts of the business or not - to join. A contact may belong and own multiple communities. Members of a community can benefit from shared resources and privileges defined by the community owner:
Invitations can be sent via the app or back-end; app-invited members must accept, whereas back-end invited contacts join automatically. |
Contact Statement | Statements can be viewed and sent either individually via email (upon request) or automatically through a Communication Plan. Statements can cover various periods and include transactions for both the Account and the CRM.COM Wallet, along with their respective opening and running balances per period. |
Marketing Authorisation Settings | Through these settings, Contacts can specify whether they wish to receive marketing communications via email or SMS from the business. Contacts can update these preferences at any time, choosing to opt in or out. The communication channels that Contacts can manage include:
Note that the business can override marketing communication settings for critical communications when configuring a communication plan. Additionally, these settings do not apply to mandatory system communications, such as verification messages sent during the Contact registration process. |
Name-day management | Name days are often used in reward offer configurations to recognize and reward Contacts on their special day. A predefined list of Christian Orthodox name days can be imported into the system for this purpose. A Contact’s name day can be set in one of two ways:
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Segment contacts into multiple micro-personas | Segmentation is a powerful tool for businesses, allowing them to group Contacts based on who they are and the actions they have, or have not, taken over a specific period. Segments can be used to target rewards, promotions, and pricing. Segmentation relies on collections stored in an internal MongoDB that capture Contact identity and activity:
Each segment can include one or more sets of conditions, enabling businesses to define complex rules for how Contacts are grouped. Segmentation features include:
Segments can be automatically exported and emailed to predefined recipients whenever they are refreshed. |
Contact Registry | The Contact Registry is a centralised repository that stores personal details for all Contacts registered within the CRM.COM platform. It is created and managed exclusively by the service owner and is designed to provide a shared contact directory that opting-in businesses can use. The registry stores core contact information, including first name, middle name, last name, email, phone number, and CIM identifiers. When a business opts in to a Contact Registry, it gains access to its contacts and their shared core details. Only the service owner has the authority to create or update contact records within the registry. While businesses cannot modify the core contact data, they may capture and manage additional information specific to their own needs, such as date of birth, name day, and address. |
CIM | A Customer Identification Medium is an attribute that uniquely identifies a Contact during transactions between the CRM.COM Platform and external systems. It is important to note that a CIM is not an authentication service (authentication is assumed to be already established). A common use of CIMs is when a purchase event is submitted to CRM.COM from an external POS, where the CIM is used to identify the Contact who made the purchase. CIMs can include:
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Privacy Management and GDPR | CRM.COM complies with GDPR through the following processes
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Anonymising and deleting | In compliance with GDPR, anonymising a Contact removes all personally identifying information so that the Contact can no longer be distinguished within the system, while retaining the Contact’s related transactions. Anonymisation may occur due to inactivity or withdrawal of consent. Deleting a Contact permanently deletes the Contact and all associated transactions from the system. Specific rules and policies govern both anonymisation and deletion. |
KYC profiles verification and engagement
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Tags | Tags provide a way of labeling Contacts with one or more custom terms so that they can be categorised. Tags can be used as a filtering option on summary screens to return only the required records. |
Custom Fields | If you require additional information not supported by CRM.COM, you can create custom fields of various formats to meet your specific needs. |
Custom Forms | Configure your own custom data screen for Contacts. |
Activity feed | The Activity Feed provides a log of all business events performed for the respective Contact (e.g., communications, financial actions), which may have various statuses (e.g. draft) in chronological order. By using the filter option, users can view activities of a specific type or select the link to view the actual transaction. |
Automations | Automations for Contacts can be created based on the following trigger events:
Available actions depending on the selected event:
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Analytics |
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