Introduction

This document illustrates several core service flows as deployed by the CRM.COM platform.

These flows cover all four membership products and apply to all vertical industries that CRM.COM targets.

These flows help an integrator/key user better understand how the CRM.COM Platform supports various business cases in terms of user/persona actions or system functionality sequence.

Combinations of the presented flows can be used to support the design needs of platform solutions for any of the targeted vertical industries and related processes.

Services Flow / Swim-lanes

A. New Contact Registration

A new Contact (i.e., consumer or organization) connects to a business by using the:

• Self-service APIs: Consumer authentication and access to CRM.COM through SS APIs. The Consumer uses its UI.

• Back office APIs: Consumer uses their authentication and UI and then access the CRM.COM platform by using BO APIs.

• CRM.COM Back office: The consumer is manually registered directly through the CRM.COM back-office system

• Portal & App: The Consumer uses CRM.COM ready-made portal or application publication and is signed up without needing any code configuration.

B. Order to Subscribe - OTT (no device pairing)

A user (existing contact) wants to subscribe to an OTT platform (i.e. video platform).

First, the contact registers a card to use as a payment method through their wallet.

The contact then orders a service. Upon successful Service delivery, the CRM.COM Platform activates the Service, following the appropriate provisioning and billing/invoicing procedures.

Finally, the contact connects to the OTT business player S/W, using the credentials provided by CRM.CO, and starts consuming the service.

C. Purchasing to Rewards

An already registered contact visits a physical store and purchases are identified using the CRM.COM CIM.

Business POS submits purchases (via the CRM.COM APIs or using a third-party event aggregation platform) to the CRM.COM back-office.

In the Payout-based reward scenario, the contact pays for the full amount for the purchase. Eventually, the user's wallet is automatically credited and redeemed (from commerce to open balance) with the reward amount (if any).

In the POS-based reward scenario, the contact requests to use their wallet funds for a purchase. In this case, firstly, his wallet is automatically redeemed, and then he immediately spends his open amount (purchase) through a reduction of the amount to pay at the POS.

D. Order to Subscribe - IoT (with device pairing)

A contact (business or person) with credit limits and card on file places an order for IoT devices and associated services at an IoT business.

The IoT business tracks the order process and uses milestone payments. 

The business can sell or rent devices along with a termed service.

The CRM.COM platform uses events from IoT devices connected platform for billing/invoicing purposes.

We assume that the contact is already registered with the IoT business 

E. Passes (gift and vouchers)

A customer-buyer (not a registered contact) purchases an electronic gift card from a business that offers eGift.

This eGift has a cash value and can be spent at specific businesses according to specific rules (if applicable).

The customer-buyer sends this e-gift to the recipient to use. The beneficiary needs to subscribe to the e-gift offering business, and finally, he can save it as a mobile pass in their wallet.

Finally, the beneficiary/contact can spend this e-gift at that business using the OTP/spend to buy products or services.

F. Partner Ecosystem (Contact registry, Transaction Processor, Service Owner, Business, Merchant, Venues)

The following high-level flows show how the CRM.COM platform manages the crucial processes of :

• Contact registry at the service owner level

• Transaction processor routing

• Purchase event management and orders, using product catalogues