This overview is designed to help our partners and prospective customers understand the CRM.COM payment-linked multi-merchant rewards solution. The guide is set up around a fictitious scheme that provides digital rewards/offers in the form of conditional cashback awards to its cardholders. Cardholders can manage their rewards easily and anytime via the branded mobile app and web portal.

Ultra-modern, full digital rewards

CRM.COM provides an ultra-modern rewards solution to financial institutions, fintech companies, banks or card issuers who want to increase their customer base and card (or wallet) usage and spending. The solution is ultra-modern and 100% digital and frictionless (no extra burden on customers).

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Triple benefit

The solution provides a benefit to the bank, the participating merchant as well as the cardholder. The bank benefits from an increase in card usage and spending as well as supporting a scheme which is fully merchant-funded, the merchants benefit from an increase in customer purchases and spending amounts and the cardholders benefit from cashback awards with real value.

Multi-merchant, multi-venue

CRM.COM allows the bank or card issuer to easily onboard multiple merchants to join the participating merchant network. Merchants are onboarded and all their key data is easily captured (contact details, logo, industry, venues/outlets).

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In addition, for each merchant/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 merchant/venue performance data.

Merchant-funded rewards

The bank signs up merchants to join the scheme and grows its merchant network. Typically the bank will set up a universal offer applicable across the merchant network and funded by the merchants. The merchants set up their own offers, applicable across their own venues and funded by the merchants. Therefore, the whole scheme is fully funded by the merchants and not the bank.

Merchant-friendly backend

The merchants can set up their offers easily via the highly intuitive UI, of the CRM.COM backend. CRM.COM provides a broad range of reward offers, i.e., incentives for improving client engagement within the business. 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, such as what days and where.

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 venue of purchase, the day and/or time of the purchase, a lottery basis, a donation or as a thank you gift.

Targeted and personalised

CRM.COM's segmentation allows the bank or merchants to target their audience and provide personalised rewards to specific customer segments. Segments are easily built based on common characteristics such as demographics, buying behaviour etc.

Cardholder engagement via notifications and automation

CRM.COM allows the bank to interact with its cardholders 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. The notifications can be sent for marketing purposes to promote new bank products, new participating merchants etc. or as part of automation such as automated notifications on financial-related events (e.g. a new award, a spend, an update of the eWallet balance etc.).

Meaningful business insights

CRM.COM transforms data into actionable insights allowing the bank to gain a comprehensive view into the overall rewards performance, which can help with rewards optimization and goal achievement.

Easily configurable branded front-end

The mobile app and web portal are fully configurable from the CRM.COM backend and have a highly intuitive UX. All are defined in the CRM.COM backend and published in the app stores, iOS and Android.

The bank or card issuer has the flexibility to configure the look and feel of the mobile app and web portal and set it up according to its brand in regards to font and colours, and set up a beautiful multi-merchant rewards app easily as per its brand identity.

Smooth award process

Cardholders are awarded cashback whenever they use their bank cards (or wallet) at participating merchants. Multiple bank cards can be registered per cardholder. The customer is identified by the card purchase, and CRM.COM provides the awards in real-time. All are frictionless and automated.

Seamless cardholder experience

Cardholders are prompted to download the mobile app so as to manage their rewards, view participating merchants and their offers and set up their spending preferences. The ability to spend is only provided to mobile app/web portal users. Cardholders who don't want to install the mobile app can use the branded web portal instead.