This overview is designed to help our partners and prospective customers understand the CRM.COM solution for modern retention and rewards. The guide is set up around a fictitious retailer that provides digital rewards/offers in the form of conditional cashback awards to its clients. Clients can manage their rewards easily and anytime via the business-branded mobile app and web portal.

Ultra-modern rewards

CRM.COM provides an ultra-modern rewards and promotions solution to businesses that want to make their brand stand out and stay ahead of the competition. The business can complete the rewards setup quickly and easily and start registering clients effortlessly.

The CRM.COM Wallet

The CRM.COM Wallet is highly scalable with a light authentication layer, high performance and security and comes with three pockets:

Reward Schemes

There are two types of reward schemes to set up, closed-loop and open-loop schemes. A closed-loop scheme is where clients are signed up in a controlled manner (by invitation only) based on a 3rd party identification or domain-specific emails. An open loop scheme is where clients are self-signed up or auto-signed up by registering via the mobile app or portal.

Open

Multi-tiered rewards

Offers can be personalised for specific tiers, where clients can climb the tier ladder according to their purchases. Tiers are fully configurable from the backend and provide incentives to clients to reach the next tier and earn better benefits, such as higher cashback awards.

Open

Targeted and personalised

CRM.COM 's segmentation allows the business to target its audience and provide personalised rewards to specific customer segments rather than having flat offerσ applicable to all. Segments are easily built based on common characteristics such as demographics, buying behaviour etc. Segments allow the business to provide the right offer to the right audience.

Targeted value with commerce pools

The commerce balance consists of the commerce pools along with the conditions applied at the point of purchase in order to spend the business commerce balance.

The richness of SKU-based and wallet-based offers

CRM.COM provides a broad range of reward offers, such as incentives for improving client engagement within the business or retaining subscribers and enhance their loyalty. Each offer defines a goal that clients should reach in order to earn a monetary award. Every offer type has its own conditions that affect how and when an award will be provided and spent. The fact that the awards are in the form of conditional cashback allows the business to award more, utilise its free capacity and drive sales on slow-moving or specially promoted products.

CRM.COM allows the business to award its clients on sign-up, referral, birthdays or name days, profile completeness, based on purchase amount, based on the purchased products, based on the location of purchase, the day and/or time of the purchase, a lottery basis, a donation or as a thank you gift.

Earned awards are accumulated in the clients' business commerce pocket or are auto-spent as an instant discount at the POS.

Client engagement via notifications and automations

CRM.COM allows the business to interact with its clients 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 and can include images, links etc based on the communication type. The notifications can be sent for marketing purposes to promote new products, new store openings or new offers or as part of a financial automation, such as automated notifications on a new award or on spend.

Backend-configurable front-end

CRM.COM’s mobile apps, web portals and mobile passes are fully configurable from the CRM.COM backend and have a highly intuitive UX making it easy for clients to manage their rewards. All are defined in the CRM.COM backend and published in the app stores, iOS and Android.

The clients can easily register from the front-end either with an email address and password or OTP or phone/OTP (configurable from the backend). Upon successful registration, the client is automatically assigned an eWallet to start accumulating cashback rewards.

Alternatively, clients can register via a branded landing page and have their branded mobile pass saved in their Apple or Google wallet without the need to install a mobile app.

Identification for rewards

There are multiple ways for the client to be identified and awarded, such as providing a unique identifier at the POS (e.g. mobile phone number), presenting a QR code on the mobile app, web portal or mobile pass to be scanned by the cashier or self-scan a QR code printed on the sales receipt.

One-click to identify or One-click to identify and spend

Cashback promotions with OpenAPI integration and PSD2 compliant EMI-grade eWallet.

Contacts identified as the POS via secure QR code and offers applied, increasing wallet commerce pool balance. Easy integration for eCommerce and POS systems, with purchases submitted online or offline.

Spend with QR Code or OTP at online checkouts or in person at POS systems. Multiple pre-integrated POS systems such as NCR Aloha and Oracle Simphony.

eGift crediting the CRM.COM wallet

The business provides the ability for customers to send electronic gift passes (eGift cards) to friends and family which simply top-up the CRM.COM wallet and is used as a payment method at eligible business locations. Physical gift passes supported.

Real-time venue performance

The business has the ability to monitor the performance of its venues (i.e., shops/outlets/sub-sections within a store). 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.

Meaningful business insights

CRM.COM transforms data into actionable insights, allowing the business to gain a comprehensive view of the overall rewards performance, which can help optimise rewards and achieve goals.

Unique rewards experience for the client

The wow experience the clients have from interacting with the business's ultra-modern mobile pass and allows the business to earn a huge and loyal customer base in zero time.