1.Disclaimer

Homespot is a fictional retailer.  The Homespot demo scenario illustrates how you can use the CRM.COM software for Rewards for a retailer, a restaurant and a coffee store.  All persons portrayed in the demo are fictitious and any resemblance to real persons is purely coincidental.  Data and product names are also fictitious.

2. Introduction

Homespot is a large value-driven retailer in Cyprus with a passion for life at home. Homespot is the perfect place to spend some quality time with the whole family as it combines shopping, dining and entertainment for all ages.  It is essential for Homespot to facilitate purchases from repeat customers and establish a core audience of loyal customers in order to increase its profits but also to reduce its risk and increase the power of its position within the market of furniture and other home related goods. Therefore, the company wants to introduce reward offers that will have a significant impact on the customer’s decision making and spending.

3. Homespot

The Homespot store consists of the below:

• The main store with home goods
• A restaurant
• A cafeteria (Coffeespot)
• A kids area

4. Complete Solution

The Homespot demo includes the below:

• POS (Kounta)
  Online real time transactions through Kounta, a web-based electronic Point of Sale
• Web Portal
  Online rewards management for the rewards participant
• Mobile App
  eWallet and rewards management through a smartphone for the rewards participant

CRM.COM is integrated with leading POS, E-Commerce sites, Card Terminals via the CRM.COM Web API.

 Note: More information on Kounta can be found here: www.kounta.com 

5. Processes For Your Customers

5.1 Registration

Customers can sign up for Rewards on their own via the web portal or mobile app.

5.1.1 Web Portal Registration

Click here

Fill in the fields with the required details and click on Register.

5.1.2 Mobile App Registration

Download and open the mobile app.

Click on SIGN UP

Fill in the fields with the required details and click on SIGN UP

5.2. Log In As A Rewards Participant

Once you register you can log in as a rewards participant via the web portal here or mobile app using the email and password you specified during registration and clicking LOGIN.

 Note: You can log in as the demo rewards participant using the below credentials:

username: eric@crm.com
password: 123456

5.3 View Available Offers

Once you log in, as a rewards participant you can view all the available running offers applicable to you. By clicking on an offer you can view more details or check your progress towards a specific offer and see how close or far you are to reaching your target (where applicable).

5.4 Make A Purchase

Once you are informed about the running offers you can make your purchases. Eligible purchases will give you the appropriate awards according to the specified reward offers and the reward amounts.

The below is a transaction via the Kounta POS for a hot meal and a soft drink at Homespot's restaurant.

5.5 View Awards

Following a transaction, you can check your account via the web portal or mobile app to see if any of the available offers were triggered and gave you any awards.

My Account >  Wallet (web portal)

Transactions >  Awards (mobile app)

For every award you receive you can see from which offer it was given.

The mobile app allows you to view your awards of the last 1/6/12 months.

And at any point you can view your updated wallet balance.

5.6 Make a spend

After you check how you can spend your awarded cashback, you can spend your awards at the POS on one of your purchases.

The below is a transaction via the Kounta POS for a cappuccino at Homespot's exit cafe.

The POS presents an option "Pay with CRM.COM Rewards"

5.7 View Spends

Following a spend transaction, you can check your account via the web portal or mobile app to see your spend.

My Account >  Wallet > Spends

The mobile app allows you to view your spends of the last 1/6/12 months.

 And at any point you can view your updated wallet balance.

5.8 View Purchases

At any point you can view the purchases you have performed at Homespot.

My Account > Wallet > Purchases

The mobile app allows you to view your purchases of the last 1/6/12 months.

5.9 View Conditional / Unconditional Balance

In the case where you have conditional cashback into your wallet you can view details on how to spend your awards.

My Rewards > My Rewards (web portal)

Home (mobile app)

5.10 View Progress Towards A Reward Offer

Certain reward offer types allow the participant to keep track of his progress towards a specific offer until the target is reached and the award is given.  Such offers are punchcard-like offers and progress bar offers.

5.11 View Notifications

Notifications in CRM.COM are being sent out to rewards participants automatically following specified performed events (i.e., registration, awards, spends, new offers and more).

Notifications are available via the web portal and mobile app. Notifications can also be sent via email and SMS.

5.12 View/Update Personal Details

You can view and update your personal details via the web portal and mobile app.

My Account > Settings

5.13 Refer A Friend

You can refer a friend to join Rewards via the web portal and mobile app.

My Rewards > My Offers > Referral Offer (web portal)

Refer A Friend (mobile app)

Click the Refer button

Enter the email addresses of those you want to refer and click Send / SUBMIT

6. Processes For Your Marketers

6.1 Log In As A Marketer

To log in as a marketer use the below access details:

https://demo.crm.com/crm

username: homespotdemo
password: homespot123!

6.2 Create A New Reward Scheme

Navigate to: Rewards >  Manage Reward Schemes

Click NEW

Fill in the details of the reward scheme and click SAVE

6.3 Create A Customer Segment

Navigate to Foundation > Segmentation >  Manage Segments

Click NEW

Fill in the details of the segment

The criteria section is where you build the CRMQL segment.

For example, the below segment retrieves all the rewards participants who have signed up on the current day.

Click SAVE

You can preview the segment and see what's included in the created segment. Remember that the segments are dynamic.

Segments can then be used for marketing campaigns or targeted offers.

6.4 Set Up An Email Campaign

Navigate to CRM >  Communications > Notifications > Notification Types

Click NEW

Fill in the details of the notification type

On the Communication Template click New to create the content of the campaign

Fill in the details of the communication template

On the Template Values tab, enter the content of the campaign

Select Email as the Media

Click SAVE

On the Criteria tab of the Notification Type add the segment of your choice.  The segment will define who will receive the contents of this email campaign.

Click SAVE

To run the campaign select ACTIONS > SCHEDULE NOTIFICATIONS

Select Run Now to run the campaign once or schedule the campaign to run repeatedly or on a specific day and time.

Click SAVE

6.5 Schedule A Report

Navigate to Foundation > Analytics > Run Reports

The available reports are grouped by application. Select the report you would like to generate and/or schedule

Enter the criteria of your choice so as to filter the information to be presented on the report

Select the fields to be visible on the report

Select the fields to be grouped by

Select the format of the report you would like to generate

The report is being generated

To schedule a report to be automatically sent to specific users click SCHEDULE on the report page

Fill in the main details of the report scheduler

On the Input Settings add the users - email recipients who will receive the report on their email inbox

On the Scheduling Settings define if the report will run repeatedly and how often

Click SAVE

6.6 View A Dashboard

Navigate to Foundation >  Analytics > View Dashboards

The dashboards present system data in a graphic representation in the form of stacked charts, bar chars, pie charts and more.

Each dashboard includes a variety of charts related to the selected dashboard.

You can switch from one dashboard to another using the SWITCH TO DASHBOARD drop down list.

Some charts allow the operator to drill down to more details by clicking on the desired chart pieces.
 

6.7 Retrieve A Rewards Participant (360° View)

CRM.COM allows the operator to have a full view of a rewards participant with all his activity in a single page.

Navigate to CRM > Communication Centre >  Access Communication Centre

Retrieve a rewards participant using the provided search box and hit Enter

As soon as the participant is retrieved, all his details, data, transactions and rewards activity will be filled in the screen automatically

7. Get Your Partners To Join Too

A partner can be a separate merchant who you've done a collaboration with in order to participate to your reward scheme.

7.1 Log In As A Partner

A partner (another merchant) can join the Rewards Scheme as part of a collaboration with the scheme's owner.  The contribution towards the awards is specified and the partner can set up his own offers with restricted access to the CRM.COM software.

To log in as a partner use the below access details:

https://demo.crm.com/crm

username: merchant
password: 123456m

7.2 Create A New Reward Offer

Navigate to: Rewards >  Manage Reward Schemes

Open the Reward Scheme you created.

ACTIONS > ADD REWARD OFFER

Fill in the main information of the reward offer

Fill in the award conditions of the reward offer. The award conditions are the conditions that need to be met in order for the award to be given to the participant

Fill in the spend conditions of the reward offer. The spend conditions are the conditions that need to be met in order for the award to be spent by the participant

The Marketing Information provides all the offer information when presented via a web portal and mobile app.

Click SAVE

To activate a reward offer, open the offer

Actions > SET AS EFFECTIVE

 Note: CRM.COM supports the available reward offer classifications: Utilize Free Capacity, Reward Sign Ups, Reward Referrals, Increase Revenue Transaction Based, Increase Revenue Product Based, Reward Loyalty Transaction Amount Based, Reward Loyalty Transaction Number Based, Reward Loyalty Transaction Item Quantity Based, Reward Behavior, Reward On Birthday, Reward On Name Day, Reward Subscription Maturity, Reward Personal Data Completeness, Reward Achievements, Reward Financial Achievements, Reward Financial Statement and Just Money.