DocMaster/Contacts

Create and manage contacts

Contact is the central process of the software, representing the customer of the business. Contacts can be created in 3 ways:

• Created as part of an import and using the back office API

• Created via UI backend

• Self Service Registration

Contact identity

• Self Service sign up identity and authentication

  • support for multiple authentication methods, incl. phone / OTP

• Ability for an existing contact to sign up by verifying their existing data

Y

Marketing Authorization settings

Through these settings Contacts have the ability to specify whether they want to receive marketing related material via email or SMS from the business.

These settings can be changed at any time from the contacts (opt-in/out).

The communication channels that the contact can opt-in/out are:

• The consumer mobile app/portal (self-service API)

• The back-end system - manually changed by a system user

• Links in a communication sent to the contact

Note that the marketing communication settings can be overridden by the business for important communications through configuration of a communication plan, and are also ignored for mandatory system communications, such as a verification communication sent during the Contact registration process.

Privacy management and GDPR

CRM.COM complies with GDPR through the following processes

• Contact Consent

• KYC Profiles

• Anonymized Contacts

• Deleting Contacts

CIM

A Customer Identification Medium is an attribute which uniquely identifies a contact during its transactions between CRM.COM Platform and other external systems.

Its important to point out that CIM is not an authentication service (authentication assumed established)

A very common use of CIMs is when a purchase event is submitted to CRM.COM from an external POS where CIM is used to identify the contact who made the purchase.

CIMs can include:

• Card ( bank cards in hashed format)

• Phone

• Email

• Gift Pass (gift passes redeemed by the Contact)

• Loyalty Identifier

Y

Contact Registry

This is a repository that holds personal details of all Contacts registered in CRM.COM Platform.

A contact registry is setup by the service owner and its purpose is to maintain a registry of contacts that can be shared with the businesses that opt in to use the contact registry. The contact registry maintains contact details like first name, middle name, last name, email, phone, CIMs.

If a business opts in to a contact registry it will use the contacts of the registry and the common details of these contacts. Contacts can only be created/updated by the service owner.

Businesses are be able to create and maintain additional personal information for each contact, such as date of birth, name day and addresses.

Y

Name-day management

Name-days usually used in reward offers configurations to award contacts on their special day.

A predefined list of Christian Orthodox name-days can be imported into CRM.COM Platform for this purpose.

A Contact’s name day can be set:

• By the Contact using a consumer mobile app/portal (self-service API)

• By a user through the CRM.COM back-end system

Y

KYC profiles verification and engagement

Roadmap

• Know-Your-Customer (or KYC) : is the process through which a company identifies and verifies the real identity of its customers by collecting reliable and valid contact details and documents. KYC process/flow allows the company to assign its customers with a KYC Profile based on which the company monitors and applies restrictions on a customer's tasks and transactions throughout CRM.COM.

• Verification : Indicate whether a Contact’s identity has been verified by the system or not. Verification is performed during registration process (e.g. activation link, OTP sent to the Contact). Unverified contacts have no restrictions to the type of actions which can be performed via the back-end system. However, for front-end applications it’s possible to force a contact to verify their email (using the email/password registration option), prior to using a front-end system

• Engagement : When Contacts are first created, they automatically assume a state of Never Engaged. They become Engaged only if a business transaction (financial, reward) takes place for that contact.

Activity feed

The Activity Feed tab provides a log of all business events performed for the contact (e.g. communications, financial actions) which may have various status (e.g., draft), in ascending chronological order.

By using the filter option, user can preview activities of a specific type, or select the link to see the actual transaction.

Contact statement

View and send with communication plan

Y

Contact tags

Tags provide a way of labeling Contacts with one or more custom terms so that they can be categorized,

Tags can be used as a filtering option on summary screens to return only the required records.

Contact Communities

• Contact Communities : are created by Contacts for collaboration purposes. When a Contact is added to a community, their relationship and permissions within the community are defined by the contact/back-end system user, who manages the community. A contact can be a member of multiple communities, and can perform actions for the community through front-end systems, by switching between community group profiles.

• Adding Contacts : from back-end system

  • Add person

  • Select Contact

    • from existing contacts

    • create a new

  • Relation of the contact with the community

• Access Level :

  • Full access : No restrictions apply (i.e. Admin user)

    • For Person type communities, the Admin user is the community owner

    • For Company type communities, a back-end user must add a contact and assign them full permissions.This contact can then in turn, add and manage other contacts (e.g. employees, managers etc.) to the company’s community

  • Restricted access : Restrictions apply to the Permissions set for the contact

    • Permissions are:

      • Contact management : ability to update the community’s contacts (& contact details)

      • Service Request management : ability to create and manage service requests

      • Order management : ability to create & manage orders

Y

Terminate and anonymize

In compliance with GDPR, anonymizing a Contact removes all identifying particulars, and details of a Contact so that they are no longer distinguishable within the system, without actually removing the Contact and it’s related transactions.

Anonymization of a contact can be happen due to their inactivity or withdrawing their consent

Termination of a contact deletes permanently a Contact and all it’s related transactions from the system.

Both Anonymization and Terminations are subject to specific rules

Y