Customer Events Business Features

Customer Events

• Customer Events are the actions performed by contacts, that CRM.COM captures and processes through its Rewards engine which credits the contact’s wallet with eligible rewards.

• Customer Events can be captured online and in-person.

• Support for Purchase, Achievement and Referral events.

• Contacts are identified using a secure, dynamically generated CRM.COM Wallet Code (16-digit code, created on-demand upon contact request) or a One-Time Password (OTP).

• Additional supported Customer Identification Methods (CIMs) include - Contact ID, Contact code, Gift card number, phone number, email address.

Purchase Events

• Captures the full purchase basket, including SKUs and transaction totals.

  • New SKUs are automatically created in CRM.COM if they don't already exist.

• Fast, secure contact identification at the POS:

  • One-click QR or barcode scan to identify a wallet for reward issuing, or

  • One-click OTP generation to authenticate and enable wallet spending.

• Controls for wallet spend validation:

  • Optionally enforce that a purchase only succeeds if a sufficient wallet balance exists.

  • Validate that the OTP spend amount matches the declared purchase event spend amount.

  • Option to allow payment from a community owner’s wallet (for community members).

• Handles net, tax, and gross (total) amounts:

  • Can be provided in the purchase event or auto-calculated when not supplied.

• Identifies the submitting organisation by matching the organisation ID or Transaction Acquisition Point (TAP).

• Supports multi-currency transactions with automatic conversion to the business’s default currency when needed.

• Supports purchase event classification.

  • New classifications are automatically created when submitted if they do not already exist.

• Automatically re-enable products marked as 'Unavailable for sale' when they are included in a purchase event, making them available for sale again the following day (Smart Availability).

Purchase Estimates

• Provides a pre-purchase breakdown of which wallet pockets will be debited before a purchase event is submitted for the amount to be spent.

• Supports temporary wallet funds blocking during estimation, maintained until the purchase is finalised or released.

• Enables contact acceptance at the estimation stage:

  • The contact can approve the estimated purchase charges.

  • Once approved, the same estimation ID is used to create the purchase, which is then created as authorised by the contact.

Achievement Event

• Represents a contact milestone or behaviour completed within defined criteria, e.g. topping up their wallet with a specific amount within a set time period.

Referral Event

• Captures a referral action where an existing contact invites another individual to register with the business.

• This event links the referring contact and the referred contact, enabling rewards or incentives to be issued to either or both parties.

Transaction Processor Purchase Events

• Transaction processors submit purchase events, which are automatically routed to all businesses sharing the same Transaction Access Points (TAPs) / terminals.

• Two event handling modes are supported:

  • Transaction Matching Mode

    • The purchase is matched against an existing POS-submitted transaction.

  • Transaction Claim Mode

    • A previously submitted purchase can be claimed by the contact through a self-service API, enabling subsequent reward issuance.

Event Utilities

• Void events - cancel previously submitted events when required.

• List events - view event history.

• Ad-hoc returns - reverse purchased items and roll back associated rewards and wallet transactions.

Automations

Automations can be configured using the following trigger events:

Refer a Friend

• Automatically sends a CRM.COM communication to the referred individual.

• If no custom message is provided, a system-generated notification is used.

New Invoice

• Automatically creates a corresponding Purchase Event when an order is invoiced.

  • Ensures invoiced items map to purchased items.

  • Contact is awarded (if applicable).

Analytics

• Dashboards: View summarised Customer Events metrics from the following dashboards:

  • Home

  • CRM Overview

  • Rewards Overview

• Reports: View summarised and aggregated information for Customer Events performance using the following reports:

  • Customer Events Analysis

  • Organisations Purchase Events Analysis

  • Organisations Purchases Statement

  • B2B Spend Analysis

• Insights: In-depth analytics of Customer Events using events:

  • Purchase

  • Achievement