THE ESSENTIALS

App Types

CRM.COM offers four different ready-made, front-end apps to choose from:

• Contact App - A mobile app for the contacts (customers) of the business, allowing them to place real-time orders and track/manage their finances.

• Contact Portal - An alternative to the contact app, this user-friendly web portal has the same features as the contact app.

• Merchant App - A mobile app for business users (especially for businesses without POS integration), allowing Purchase Events to be submitted to CRM.COM to award the business’s contacts.

• Captive Portal - An interface allowing contacts to connect to a WiFi network, authenticate and then access a WiFi portal.

Marketplace & Single Business

When an app is created in the back-end system, CRM.COM allocates an ordering model based on established configurations. If a business's merchant possesses at least one product, the app configuration is classified as Marketplace; otherwise, it adopts the Single Business ordering model.

A Marketplace app allows the contact to select the merchant they would like to order from.

Managing Apps

To view existing Apps or configure a new one, navigate to Settings > Platform > Contact Facing Essentials > Apps.

Open

Creating a New App

Select the +Create Application option to start configuring the new app.

Open

• Name - Provide the app name as you want it to appear on the app’s landing page.

• Application Type - Select one of the Application types.

• Description - Optionally provide a description for internal purposes only. This is not used on the front-end.

Configuring the Contact App & Contact Portal

Once the App definition has been created, click on the options button and select View to view and edit the App configuration.

Configuration settings for both the Contact App and Contact Portal are the same.

There are three main areas to configure:

• Appearance - Configure the settings to be applied to the app/portal user interface, such as colours, homepage skins, app mode (light/dark mode), creatives and images.

• Features - Configure the features for the app/portal.

• Platform Details - Configure unique identifiers for App Store/Google Play publishing.

Appearance

These settings affect the appearance of the customer-facing app/portal.

Colours

Define colours that will dynamically change the appearance of the app/portal.

• Landing Page

  • Background Colour - Select a colour to be applied to the landing page as a background.

  • Image - Upload an image file or a Lottie file for the landing page background, in cases where a colour and an image are both configured, the image takes precedence over the colour.

• Primary Colour - Used for buttons, link text, selected tabs and icons.

• Secondary Colour - Used for unselected buttons and options.

Homepage Skins

Select a layout for your appliation’s home screen (not applicable to the portal).

App Mode

Select either the light or dark mode theme for your app/portal.

Creatives

• App Logo - The appliction logo appears on the landing page and throughout the app/portal to represent the business.

• Carousel - Optionally configure carousel images to appear on the Home screen.

Features

Manage the features of the app/portal.

About

Configure important legal and communication information about your business, such as About, Terms & Conditions, Privacy Policy, FAQs and Contact Us. This information is accessible from the app/portal Formalities menu option.

It is possible to configure rich content for each section or, alternatively, set a URL to redirect to existing content. URLs open in an embedded browser. There is also the option to use a template for terms & conditions and privacy policy, just make sure that you read the contents and make any necessary changes such as adding your business name where necessary.

Marketing

The Marketing section allows for the configuration of URLs which are displayed at the bottom of the Home screen on the app/portal, these too open in an embedded browser.

Edit the Embedded Browser Links and enable the toggle, proceed to add a Title, URL and Image.

Modules

Configure the app/portal features. Some options can't be disabled (marked as locked ), and others may need additional configuration.

Any changes are applied dynamically on the next launch of the app/portal.

CONTACTS

• Contacts will be identified using their Wallet code in the form of a (Barcode/QR code) - Each contact in CRM.COM can be identified by their wallet code. Choose a barcode or QR format based on how your contacts will be identified at the POS when purchasing.

• Support communities? - Contacts can create their own communities for funding and sharing purposes.

• Support payment methods management - Will the app support payment gateway integrations for ordering and rewards purposes? If yes, then choose one or more of the pre-configured Payment Gateways to use.

• Support profile completeness? (birthday, gender, nameday) - Allow your contacts to provide additional personal details via the front-end app/portal. Create related reward offers to award your contacts for completing their details and use this information to create improved targeted segmentation.

CRM

• Support Service Request? - Contacts can submit service requests using the app/portal.

FINANCE

• Redeem Pass Contacts can redeem their passes through the app, thus crediting their wallet with the pass’s value. If your pass plans have been configured using PINs, you must also select the PIN option.

• Support Wallet Top-Up - Contacts can add money to their wallet using one of their payment methods. Specify the currencies available for top-up and the suggested amounts.

• Support wallet payout - Allow automatically redeemable reward offers to be paid out to the contact's selected payment method.

• Support wallet transfer - Community owners can transfer funds from their own Wallet to other members wallets. You can also choose from which pocket you can transfer to (Business pocket or Business Commerce pocket, or both).

ORDERS

Enable the Orders feature to allow contacts to place orders via the app/portal.

• Support pick-up/delivery/direct sale supply method - Enable the toggles representing the supported order supply methods for your business (pick-up and delivery of physical goods, direct sale for subscription services). Also, select the order queues to which the respective orders will be channelled.

• Preferred organisation orders - Allows Contacts to choose a favourite location which will be suggested as the pick-up/delivery location on every order.

• Support Explicit Order Catalogues - You can restrict from which order catalogues your contacts can place orders.

• Support payment with account funds - Contacts can fully/partially pay for their order using money from their account.

• Support payment with wallet funds - Contacts can use their business wallet funds to pay for their order, there is also an option to set whether the wallet funds must cover the whole basket amount.

• Enable Ordering for the following Countries of Agreement - Ordering is allowed only for the selected countries. Also use this setting to list the allowed country codes for registration using phone numbers, without the need to enable ordering if ordering is not required.

SUBSCRIPTIONS

• Supported Subscription Actions - Select the type of actions your business will allow its contacts to perform for their existing subscriptions (i.e. Change billing day, Change payment method).

• Supported Service Actions - Select the actions a contact will be allowed to take against a subscription service (i.e. Activate, Deactivate, Change, Cancel, Pause, Resume, Regret).

• Allowed Changes to Scheduled Actions - Select the options a contact can choose from to apply to a planned service action (i.e. Cancel, Update). For example, a contact can cancel a change of service they had previously requested.

REWARDS

Enable the Rewards toggle if your business will be offering rewards to their contacts.

• Support reclaim purchase - Enable your contacts to claim their purchases by either scanning the QR code/barcode on their receipt or manually entering the transaction code using the app. This feature is especially useful for Purchase Events submitted to CRM.COM from an external system, but without any contact identification. A contact has up to 48 hours to claim their purchase and be awarded.

• Support customer’s reward tiering - Allow contacts to view reward tiering information such as current tier level, units accumulated and the number of units needed to reach the next tier level.

• Support refer a friend? (Email/Phone) - Allow contacts to refer a friend to the business, and select the communication method. Ensure that you have the correct communication integrations configured for the communication to be sent.

• Support contact OTP to spend? (Amount, null) - Allow contacts to generate a one-time-password with/out the amount to be spent. The contact then provides the OTP to the location submitting the Purchase Event either to identify themselves, or to identify themselves along with the amount they wish to spend.

Shortcuts

The following shortcuts are always enabled with the corresponding default labels and cannot be removed. However, a user can change the default shortcut label.

Platform Details

Our support team will complete these settings on behalf of your business.

Configuring the Merchant App

Once the App has been created, select the options button, then View to view and edit the merchant app settings.

There are three main areas to configure:

• Appearance - Configure colours for the Merchant app user interface.

• Features - Configure items pertaining to the features of the Merchant app.

• Platform Details - Configure unique identifiers for App Store/ Google Play publishing.

Appearance

Set elements relating to the UI of the Merchant app.

Colours

• Background colour - Select your preferred colour for your landing page (sign-in screen) background.

• Button colour - Select the colour of all buttons, link text, selected tabs and

• Text colour - Select the colour of the text on the landing page.

Features

Feature settings vary according to the signed-in user level.

Rewards

The Merchant App operates in two different modes as far as contact spending is concerned.

Allow spend request submission - This option allows the merchant app user to provide the specific amount that the contact has requested to spend from their wallet.

If this option is disabled, the Merchant App will not prompt the user to state the amount to be spent.

If the option is enabled, an additional option Allow purchase only if requested spend amount is fully covered from the available wallet balance appears.

• Enabled - Purchase Events can only be submitted if the contact’s available wallet funds can cover (pay) for the whole amount of the purchase.

• Disabled - The Purchase Event is submitted and the system will consume as much of the contact’s wallet funds as possible, returning the amount actually spent.

With spend request submission enabled, the Merchant App allows for three different ways of identifying the Contact:

• Contact code - Identify the Contact by manually inputting the Contact’s customer code or scanning the Contact's barcode from the Consumer Release App.

• Contact OTP - Identify the Contact using the OTP generated through the Contact App. Subject to system settings, the Contact can generate an OTP with/out the requested spend amount and provide the OTP to the business/merchant.

• Pass Code - Identify the Contact by inputting or scanning the barcode of a Pass, which has been previously purchased and redeemed by the Contact.

Platform Details

CRM.COM will provide a unique App ID which will be used for publishing the app.

Using the Merchant App

Submitting a Purchase

Once the Contact has been identified using any of the three methods explained above, the user can then proceed to:

• Enter the Transaction Amount - The whole purchase amount

• Enter the Spend Request Amount (not for Contact OTP) - Amount that the Contact wishes to spend for this purchase

• Select the Outlet - Select the location where the transaction is taking place

• Submit and confirm the action

The user will be notified if the event was successfully completed or not.

Transactions

The Transactions page displays the daily transactions performed by the Business. Transactions can be voided by the Business user, in such cases the respective awards and spends are reverted.

Reference Material

You may also find it useful to refer to the following manuals for further reading in relation to App.

Contacts

Contacts

Orders

Orders

Reward Offers

Reward Offers

Business Network

Business Network