Step 1 - Create the Application

First of all, you must create the application. Sign in to CRM.COM using your user credentials and navigate to Settings > Platform > Contact-Facing Essentials > Apps . Select Create Application.

• Name - Provide the application name, which will appear on the welcome screen (a.k.a Landing Page).

• Application Type - Select one of the two application types below:

  • Contact Application - A consumer-facing application that allows a business's contacts to register and have self-service access to the entire set of CRM.COM features such as access to personal and financial information, manage their CRM.COM Wallet, view your product catalogue, offers and promotions, place their orders and much more!

  • Contact Portal - A web-based portal offering the same features and user experience as the Contact Application.

• Click Save.

Now that the application has been created, you’ll need to configure the application’s settings in the next step.

Step 2 - Setup the Application

Setting up your application involves:

• Branding your business application by specifying colours, uploading images and setting its look and feel.

• Enabling the CRM.COM features that you'll allow your contacts to use for self-service purposes.

Appearance

When an application is created, default colour settings are applied, but you can customise them with your own business branding colours and images.

Colours

• Background Colour / Background Image - This is used on the application’s landing page once a contact launches the application. You can set either a colour or an image. If both are provided, the background image will be used.

• Colour Scheme - These are your application’s branding colours, and are used throughout the application.

  • Primary Colour - This colour is used to highlight selectable icons or text buttons and for the selected option and action buttons.

  • Secondary Colours - This colour is used for available options but not the selected option.

Creatives

• Appliation logo - Upload your business logo. It will be used in the following ways:

  • Displayed on the Home screen to represent your business.

  • Shown on the Wallet screen to indicate business-related balances (Business Pocket and Commerce Pocket).

  • Used in place of a product image (if the product doesn’t have one).

• Carousel - This is particularly beneficial for highlighting your business in a visually appealing manner on the application's Home screen. You can optionally upload one or more images.

Features

About

This section contains the legal details related to the application, where businesses can define their Terms and Conditions and Privacy Policy. If provided, users must accept both when registering via the application or portal.

Completing this section is optional but recommended, we offer a free template in case your business doesn't already have its own policies. Should you use the template, be sure to review all content thoroughly and replace the placeholder with your business name where indicated.

Modules

Take some time to review and enable the options and features that you will provide to your contacts through your application. Keep in mind that some options can't be disabled and will, therefore, appear in the application.

Note that in order to set up your application's features properly, you need to configure certain settings within CRM.COM. Here's a list of the required setup tasks that must be completed before enabling features in your application.

• Payment Gateways - If you will be accepting payments or allowing your contacts to Top-up their CRM.COM Wallet through the application, then enable a Payment Gateway in Platform > Integrations > Payment Gateways. You can enable the CRM.COM Wallet Gateway or any other local or global Payment Gateway service there. Find out more about payment gateways here.

• Order Queues - This is for businesses that want to enable e-Ordering flows from the application. A default Order Queue is pre-configured for your business, but you can configure additional queues to handle the different supply methods by navigating to Settings > Commerce > Orders > Queues. Find out more about order queues here.

Step 3 - CRM.COM Set Up

Contact Authentication

MANDATORY

Navigate to Settings > Contacts & CRM > Contacts > Contact Authentication & Identities and choose how your contacts will register and sign in to the application (i.e. how they will identify themselves). You can set up the same authentication method for multiple applications, for example select email/OTP for both your mobile application and web portal.

Optionally, you can set the accepted country calling codes, which are necessary if you choose the Phone/OTP authentication method and when contacts want to link their CRM.COM Wallet with their phone number.

Product Catalogue

OPTIONAL

If you plan to showcase your product offerings using the application, make sure that you complete the product set-up in the back end.

Within the application, products are displayed:

• To promote your offerings and promotions, such as a SKU-based reward offers.

• During the ordering flow (if enabled in the application’s settings). In this case, products are displayed hierarchically to facilitate contacts in their ordering process. If you wish to support such a flow, then you have two options:

  • Set up Product Categories in the back-end and assign to products OR

  • Set up an Order Catalogue and categorise your product offerings in this catalogue.

Note that if an Order Catalogue is configured, then it has priority over the categorisation based on Product Categories.

Set Up Products

Improve your product's traceability and contact experience in the application by utilising the following important information:

• Meaningful names and descriptions.

• Pricing information (if applicable).

• Categories.

• Images.

Product Images

For each product you can upload:

• An individual image, used as the product’s primary image in the application.

• A collection of images suitable for showcasing detailed product features in a carousel format.

You can also upload an image for each product category. This is a useful feature if you don’t have an image for each one of your products.

In the application, a product’s image is shown based on the following priorities:

• The product’s primary image or (if there’s no product image) then

• The product’s category image or

• Your business logo if none of the above are uploaded.

See the Product Catalogue manual for more information about products, categories and the AI tool.

Order Catalogue

OPTIONAL

Configure an Order Catalogue to display products using your preferred categorisation. If an Order Catalogue is not set up, assign Product Categories to display products in a categorised manner. When setting up an Order Catalogue:

• Assign a meaningful name.

• Give the catalogue categories descriptive names to help your contacts find what they want to order.

Business Network

OPTIONAL

If your business is collaborating with other businesses (either within your internal Business Network structure or via B2B collaborations) or if your business has its own venues, then keep these partner’s and the locations up to date with some critical information that includes:

• Address information with a latitude/longitude so that they can be pinpointed on a map. This information can be used by contacts to locate the venue, and to promote their partners' offers and promotions.

• Phone number so your contacts can get in touch.

• Their opening hours, to facilitate the ordering flow (if used).

• Images that help contacts to identify the merchants.

• The merchant’s Industry and Sub-industry. This information can be utilised to filter these merchants' reward offers within the application.

Reward Offers

OPTIONAL

Set up your Reward Offers in the backend to award your contacts, but pay attention when setting up the following essential information:

• Meaningful names and descriptions (provide a short and long description) for each offer.

• Your offer’s Terms & Conditions.

• Mark an offer as Featured to appear first in the list of offers.

• Add Tags to your offers so as to allow easier filtering in the application.

• Upload an image to promote it among other offers. If no image is provided, then your business logo will be used.

Reward Tiers

OPTIONAL

A reward tier is assigned to your contacts based on their awards over a period of time. Within the application, contacts can view their tier level and what is required to maintain it or upgrade to the next tier. In Settings > Rewards > Tiering make sure you set:

• A name for each tier.

• A tier colour.

Promotions

OPTIONAL

Set up your Promotions in the backend to give discounts to your contacts for their orders. When setting them up, consider the following essential information:

• Meaningful names and descriptions (Short and Long description) for each offer. Ensure that these descriptions clearly explain how contacts can benefit from the promotion.

• Add Tags to your Promotions to allow easier filtering in the app.

• Upload an image to promote it, among other promotions. If no image is provided, then your business logo will be used.

Order Queues

OPTIONAL

Set up your Order Queues to effectively manage the different stages of the ordering process. You can create a separate queue for each supply method (i.e. pick-up, delivery, direct sale). Note that at least one Order Queue is required if you enable the Orders module in the application settings.

Fulfilment Policies

OPTIONAL

Set up your Fulfilment Policies to manage ordering for your selected supply methods and state the acceptable payment methods for ordering. You can also set up one policy for each one of your collaborating partners.

Service Request Queues

OPTIONAL

Set up Service Request Queue(s) if you will enable this feature on your application allowing your contacts to raise their own service requests. For each one of these queues, make sure you also set up the queue’s application settings. It should be noted that in the case of Service Requests, the application settings are configured within the service request queue’s detail page and not in application settings.

Donation Offers

OPTIONAL

Set up your Reward Offers using a Donation goal in the back-end system to enable your contacts to donate money from their CRM.COM Wallet to various charities. Make sure you set up the following essential information:

• Descriptive name and descriptions (Short and Long description) for each donation offer. Ensure the descriptions provide details such as the donation amount and the charity that will receive the donation.

• Upload an image to promote your donation offers. If no image is provided, then your business logo will be used.

Integrations

OPTIONAL

Enhance your application by configuring the following integrations.

• Google Places - To allow exact address locations to be specified.

• Payment Gateways - Either enable the CRM.COM Wallet Gateway for payments and topping up the CRM.COM Wallet, or setup your own integrations.

• Communications - So that the business can send communications.

  • Email and/or SMS

  • Push Notifications (mobile applications only)

Sample Screens

These screenshots demonstrate how the application settings and the various featured configurations are reflected in the application.

The Landing Page

The Home Screen

Reward Offer Screen

Appendix

Recommended Image Sizes

These are the recommended specifications for all images that will appear on the application.