Introduction

Within this document we illustrate how the CRM.COM platform leverages its four products to map to three typical services. Furthermore, we delve into the specific ways the platform utilises its various modules and components to realize these services and, in the larger scope, shape the concept of the customer economy.

The primary goal of this document is to offer integrators and key users an understanding of how the CRM.COM platform can effectively deliver essential services by blending different components across the four CRM.COM platform products.

CRM.COM Platform Core Flows

OTT Subscription & Billing

This flow is focused on OTT (i.e. media) organisations with digital services (no device pairing) using mainly CRM.COM Identity Management and Subscriptions & Commerce products.

Businesses can use CRM.COM ready-made/no-code Apps and Portals to help users place orders and sign up for business offers.

CRM.COM billing helps businesses better manage the monetisation of their offerings.

Additional services, such as segmentation and communication automation, make the relevant flow more efficient.

Service provisioning components help businesses better control their offerings, avoid lost revenue, and deliver a great customer experience at the same time.

Ready-made integrations with various payment processors help businesses provide a seamless payment experience.

OTT Subscription & Billing

e-Ordering and Rewards

This flow represents an end-to-end process where an individual organisation/business uses Identity Management, Wallet & Digital Promotions and Subscriptions and Commerce products to onboard/register contacts, build offers and run an online ordering process.

This flow covers MSP, IoT, B2B and Retail order to bill use cases.

Within this flow we can find various innovative services like portal and mobile passes, which enhances user experience and reduces setup time for the business.

The CRM.COM wallet and ready-made integrations with POS software make the payment/payout processes even more flexible and user-friendly

e-Ordering & Rewards

Purchasing, Rewards and Wallet based payout

The flow below presents an innovative frictionless rewards and payout solution. It focuses on the retail industry and is supported by CRM.COM Identity Management and Wallet & Digital promotion products.

This solution identifies the customer based on its CIM (Contact Identification Medium) which can be the payment card number or mobile number. The purchase is subsequently routed to CRM.COM, awarded based on defined rewards into the CRM.COM wallet. Any redemptions are aggregated into the customer wallet open balnace and can be optionally paid out to a designated account.