This overview is designed to help our partners and prospective customers understand the CRM.COM solution for online ordering. The CRM.COM online ordering solution applies to any business interested in delivering physical goods or termed services to a direct client base.

Multiple venues for delivery and pickup

The business has the ability to set up its venues (i.e., shops/outlets) by providing contact as well as industry details for each of them. The business can then specify the different rules that apply per venue, such as different hours supported for delivery or pickup, different order catalogues etc.

In addition, for each venue, CRM.COM provides the ability to define a TAP (Transaction Acquiring Point) where devices such as POS systems are specified to record purchase transactions and subsequently present the venue’s performance data.

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Powerful and flexible product catalogue

The business sets up its product catalogue in an easy and flexible way by adding product information, images, and pricing as well as any variants, modifiers and add-ons.

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The products which are defined in the backend to be available for ordering are immediately reflected on the front end, complete with their images, components, pricing etc., allowing for real-time updates of the online ordering menu as and when required.

Providing extra incentives to customers via reward offers

Reward offers provide incentives to customers to improve their engagement with the business, such as performing more frequent orders or purchases of higher value. Each offer defines a goal customers must reach to be awarded. Awards earned via offers end up in the customer’s eWallet in the form of conditional cashback, which can be spent on subsequent purchases (or instantly as an instant spend) either in-store or via an online order.

Multiple methods of payment are accepted.

The business can define the payment methods accepted when a customer submits an online order (i.e., card, cash, eWallet etc.). Cashback awards earned from offers either in-store or via online orders can be used to pay for online orders, thus giving customers extra incentives to use the business’s own online ordering platform. The CRM.COM Wallet can be used as a payment method with CRM.COM being the payment operator.

Rich set of fulfilment policies

The business has the option to set up policies around online ordering for delivery, pickup or direct sale and specify the different rules that apply, such as minimum cart amount, any delivery charges or other expenses, estimated order completion time etc.

Easily configure your own branded front-end

The business has the flexibility to configure the look and feel of the mobile app, web portal or mobile pass and set them up according to its brand around logos, colours and images and set up a beautiful online ordering tool easily per its brand identity.

Easily set up your online availability

The business has the option to turn the online ordering option on or off at any given time to be available or unavailable to customers via the front end.

CRM.COM also allows businesses to specify the supported supply methods, i.e., whether they support online ordering for delivery, pickup or direct sale. If required, the business can temporarily turn off ordering for either of the supply methods (e.g. if the store is too busy, if there’s no delivery person available for deliveries etc.).

Multi-channel order fulfilment

There are multiple ways to accept and fulfil an order. Either the order goes directly to the POS (POS integration required) or is printed on a printing machine, is sent via email to a person in charge or is accessed via the CRM.COM backend orders page. The order acceptance, as well as the rest of the order lifecycle, can be communicated to the customer via real-time in-app notifications.

CRM.COM provides a lot of flexibility to efficiently manage the lifecycle of an order with drag-and-drop change of states.

Clever automations

Automations can be set up for a broad set of areas in CRM.COM, including automated customer notifications or webhooks that are triggered on events such as new orders. For example, on order acceptance or completeness, an in-app notification is sent to customers in real-time to inform them of the progress of their order.

Behind the scenes

CRM.COM handles the whole process around an online order from the moment the order is placed until the payment is confirmed; money is deducted from the customer’s bank card and credited to the coffee shop’s account.