Consumer App

The Consumer App allows businesses to launch their own fully branded web-portal and mobile app directly from the back end - no coding required. Through this app, contacts can self-register and access a full range of self-service capabilities, including check-in and spend, ordering, community management, financial management, CRM.COM Wallet management, and subscription handling.

For businesses that prefer to build a custom experience, CRM.COM provides comprehensive self-service APIs to develop customised apps.

Create & Manage Consumer App

The same configuration is used for both the mobile app and the web portal. The portal is available by default, while the mobile app can optionally be requested for publication in the app stores.

The following self-serve features and flows can be configured:

• Identify & Profile: Start app branding that includes its name, brand name as well as important contact and legal information about the app (About section, Terms & Conditions and Privacy Policy), marketing and Shortcut options.

• Appearance: Brand the app by customising its appearance by setting up its colours, upload images, and select a skin to create the perfect look and feel.

• Features: Choose, enable and set up CRM.COM modules and features that will be available to contacts when self-managing their account in the app.

• Publishing: Provide the necessary details to publish their web portal (URL) and, if desired, their mobile app. CRM.COM also offers an optional service where the business can request the CRM.COM team to handle the app publishing process on their behalf.

For a successful self-registration process, CRM.COM allows businesses to specify how contacts can authenticate themselves in the front-end through Contact Authentication & Identities. The available options are:

• Email & Password

• Email & OTP

• Phone & OTP

• Facebook

• Google

• OIDC

Guest Contact

• Allows unregistered individuals to access limited areas of the app. The Guest contact is a contact created by the business and explicitly set in Contact Authentication & Identities as the one that will be used for this feature in apps.

Demo Contact

• Facilitates the business’s review process by the respective app stores (applicable only for native mobile app). This demo contact can be used if Email & OTP or Phone & OTP authentication is enabled.

Contact Self-Service Actions

• Registration & Authentication

  • The business can configure how contacts will register and authenticate

    (sign-up and sign-in):

    • Email & Password

    • Email & OTP

    • Phone & OTP

    • Facebook

    • Google

    • OIDC

    •  

    • Contact registration restrictions: Limit registration to specific country dialling codes.

• Check-in & Spend

  • Contacts can check in during an in-person purchase by scanning a QR code or barcode in the app. This action may result in receiving awards from applicable offers.

  • Contacts can use their CRM.COM Wallet to pay with one click by presenting a secure QR code or an OTP during in-person purchases.

• Homepage

  • CRM.COM Wallet:

    • Open Money that includes both:

      • Cash pocket (cash credit): The contact’s own money that can be spent anywhere without restrictions. The CRM.COM native app and portal always have the Cash pocket enabled in Europe.

      • Business Pocket (service credit): The contact’s balance that can be spent within the business or selected merchants.

    • Commerce Money

      • Commerce Pocket (offer credit): Money that the contact can spend at the business, but which carries spending conditions.

  • Reward Tier: The contact's current reward tier, based on their purchases to date.

  • The following home screen sections are pre-deifned and include preset behaviour, and cannot be renamed:

    • Top Offers and Promotions: Featured reward offers and popular promotions

    • Recommendations for You: Recommended products eligible for awards, targeted for the signed-in contact.

    • Best Selling Products: Popular products purchased by all contacts.

    • Buy with Your Commerce Money: Products available for purchase using Commerce Money.

• Profile

  • The business can configure what profile information the contact may update (e.g., name, birth date, gender).

  • Contacts can:

    • Change their password

    • Add addresses

    • Set marketing preferences for email and sms

    • Select their preferred language

    • View notifications

    • Download their mobile pass card (if available) to their wallet app.

Other features include:

• Place an Order: Select distribution method, browse order catalogues, choose products, and pay using business-configured payment methods.

• Top Up Wallet: Add funds to the CRM.COM Wallet using a saved card.

• Raise a Service Request: Request assistance or submit a query.

• Redeem a Pass: Redeem passes they have received.

• Claim a Purchase: Scan a receipt code to receive an award.

• Refer a Friend: Invite others to join the business.

• Communities: Create communities, invite members, assign permissions, share wallet balances, and view communities they belong to.

• Donate to Charities: Set up recurring donations, donate when purchasing, or make one-off donations.

• Buy and Send Gift Cards

• Payout Money: Transfer Business Pocket funds to a selected payout method.

• Transfer Money: Transfer money to a community member or request funds from a community owner.

• Locations: View business locations on a map (Google Maps integration). Selecting a pin displays more details, including address, phone number, and available offers.

• Subscriptions: View and manage subscriptions.

• Payment Methods: Add payment methods for wallet funding or payouts.

• Participating Schemes: View and join available schemes.

• Commerce Pocket Funds: View balances, expiry dates, and what/where to purchase to spend these funds.

• Order History: View past orders and reorder.

• Wallet Journals

• Account Analysis

Associated Processes

The following processes are related and can be used alongside the apps.

• Register through a landing page and create/store a mobile pass

  • Contacts can register with a business through a landing page. Upon successful registration, a mobile pass is issued and can be stored in the contact’s digital wallet.

• Access the consumer portal from a mobile pass

  • Contacts can access the consumer portal by using the link provided on the back of the mobile pass.

• Purchase using wallet funds with a Mobile Pass Card

  • At the time of payment, contacts can request an OTP from their Mobile Pass Card (found on the back of the mobile pass). They then provide this OTP to the cashier, who enters it into the POS to complete the transaction. CRM.COM subsequently deducts the appropriate amount from the contact’s wallet.

Merchant App

The Merchant App enables businesses or merchants without POS integration to identify contacts and accept payments. It submits purchase events to CRM.COM, ensuring that all transactions are accurately captured.

The app can be fully configured through the Apps settings without writing a single line of code.

Business and merchant users can submit purchases to CRM.COM using the following supported flows:

• Identify - The contact is identified using a barcode or QR code. A Purchase Event is submitted for award purposes only, with no spending involved.

• Accept Payment - The contact is identified using an OTP generated from their app. They can fully or partially pay for their purchase (spend) using their wallet funds.

• Accept Payment with Gift Pass - The contact pays for their purchase using a gift card they possess.

Landing Pages

Landing Pages is a CRM.COM feature that allows key users to configure purpose-built web pages without writing any code.

Two types of Landing Pages are supported, each aligned to a core CRM.COM capability:

• Register

  • A page where new users can register with the business.
    Existing contacts can also use the same page to quickly log in to the business’s web portal.

• Purchase eGift

  • A page where a user can purchase an electronic Gift Pass and send it to a recipient. This landing page supports a secure, one-time payment flow via the CRM.COM Wallet Gateway.

Landing pages can be distributed via URL, QR code, or barcode.

Create & Manage Landing Pages

• Creating a landing page is easy, requires no coding and involves setting up the following

  • Basic information

    • type (register, purchase a pass)

    • support mobile pass cards, and pass plan

  • Text: Setup text fields and messages appearing on the Landing Page. The preview screen displays the applied changes instantaneously.

  • Colour: define the colours for all areas of the Landing Page from the pallets by clicking on the relevant colour area.

  • Fields: here, we are defining and selecting the fields used to collect the required information from the Landing Page (only for registration)

  • Image: Three different types of images (logo, header, background) can be added to the landing page. Transparency can be adjusted for the header and background images.

  • Distribution: This option becomes visible once the Landing Page has been saved. The generated QR/bar code and URL distribution methods are displayed and can be copied.

  • Success & failure message: definition of messages displayed upon successful or unsuccessful contact registration or e-Gift pass purchasing and sharing.

  • Payment Gateway: Required only when purchasing an e-Gift. Supported gateways are CRM.COM Wallet Gateway, JCC and Cardlink.

Mobile Passes

Mobile Passes is a cutting-edge feature of CRM.COM that enables key users to create custom digital pass cards without needing to write any code. Once a contact successfully registers with a business, the digital card is activated and can be downloaded and stored in popular wallet apps like Apple Wallet, Google Wallet, or other compatible applications.

These passes serve as identification for the contact across various business processes. They provide real-time access to the contact’s wallet balance for that business and enable them to request a one-time password (OTP) to spend wallet funds at the point of sale (POS).

Depending on how they are configured, mobile passes can also offer contacts seamless access to the business's contact portal.

Configure a Mobile Pass

CRM.COM already has a default configuration for a mobile pass, but you can customise it with your branding and UI setup. You can also configure how the mobile pass will look for Apple and Google wallets.

Creating a mobile pass involves configuring the following:

• Configure a Landing Page, this is a prerequisite.

• Apple design

  • Images - Upload the images that will appear on the Mobile Pass Card. Follow size instructions for a better user experience.

  • Colours - Select colours for three different mobile pass areas.

  • First Row - Select a field to be displayed in the top row of the mobile pass screen.

  • Second Row - Select one item of information to be displayed on the second row of the mobile pass screen.

  • Third Row - You can Select up to three fields to display on the third row of the mobile pass screen.

  • Back - Select as many fields as you would like to be displayed at the back of the pass, such as generating an OTP (to spend money from the wallet), a link to the contact portal, etc.

• Google Design

  • Information - Provide an easily recognisable name for the Mobile Pass.

  • Images - Upload the images to be used and follow the recommended sizes for a better UI.

  • Colours - Set the background colour for the mobile pass.

  • First Section - Select up to two fields to be displayed in the first section, alignment is managed by Google.

  • Second Section - Select up to three fields to be displayed in this section.

  • Back - Select as many fields as you would like to be displayed at the back of the pass, such as generating an OTP (to spend money from the wallet), a link to the contact portal, etc.

  • Links - External links (e.g. to a URL) can be added to the Mobile Pass Card screen if desired.

• NFC Barcodes: Near Field Communication used to share data between devices (e.g. scanning the Contact’s Wallet code in barcode or QR code format to submit a purchase at the POS).

  • Type - CRM.COM supports two different formats for bar codes and QR codes.

  • Linked to Value - Select the information that the QR code/barcode represents:

    • CRM.COM Wallet Code (recommended option)

    • Formatted CRM.COM Wallet Code

    • Code - Contact code

    • ID - Contact identifier

    • Loyalty Number - Contact loyalty number

Notifications

• Automatic updates and notifications

  • Mobile pass cards will be automatically updated to reflect changes in the contact's wallet balance.

  • CRM.COM supports notification automatons if needed. By default, Apple Wallet and Google Pay support mobile pass update notifications.

Upload a Mobile Pass to a Wallet Application

• If a contact accidentally deletes their mobile pass card from their wallet or fails/forgets to save it upon creation, they can easily retrieve it again. To do so, they can sign in to the web portal, go to the profile menu, and use the Mobile Pass Card option.

Analytics

• Dashboard - View basic apps-related information on the CRM Overview dashboard.