Getting Started

So you are interested in Rewards!

All you need to do is read this Getting Started guide to find out how you can quickly set up CRM.COM to support your Rewards business. We have deliberately placed focus on setting up the system for using Rewards. Additional information on Pricing, Subscriptions and using the system can be found in the related Getting Started User Guides.

• Getting Started with CRM.COM
• Getting Started with Normal Subscriptions
• Getting Started with Prepaid Subscriptions
• Getting Started with OTT
• Getting Started with Pricing
  

Setting up your Business Rules

In this Getting Started Guide you will find out about the following modules, required for setting up and supporting Rewards business model

Setting Up Your Contact Information 

Contact Information is the personal details or corporate information of a person or company, respectively. Contacts that have Contact Information are treated as Customers if they also own an Accounts Receivable.

What Comes First

To start using Contact Information configure the System to support your business model. In the following table, find the configuration modules related to Contact Information. 

Sub-module	Type	Classification	Navigation	Dig In
Contact Information Definition	Configuration		CONFIGURATIONCRM APPLICATIONCONTACT INFORMATIONSET UP BUSINESS DEFINITIONS	Contact Information
Contact Information Categories	Configuration		CONFIGURATIONCRM APPLICATIONCONTACT INFORMATIONSET UP CATEGORIES	Contact Information
Contact Information Industries	Configuration		CONFIGURATIONCRM APPLICATIONCONTACT INFORMATIONSET UP INDUSTRY SECTORS	Contact Information
Contact Information Industry Sectors	Configuration		CONFIGURATIONCRM APPLICATIONCONTACT INFORMATIONSET UP INDUSTRIES	Contact Information

Step 1: Setting up Contact Information Definitions

Start by configuring the Contact Information Definitions to be able to create any Contact Information in the System.

Contact Information Definitions is a set of business rules and conditions which are used to create and maintain Contacts throughout their Life Cycle. At least one 'Active' Contact Information Definition must exist in the System for users to be able to add new Contact Information. Use Contact Information Definitions to define how the uniqueness of Contact Information representing Persons or Companies should be validated, how the Contact Information Name should be displayed across the software (for example First Name + Last Name, Last Name + Middle Name + First Name) and which of the address, phones or email Types should be supported by the System.

• Rules
  • Name Rules: Select the way that you would like names to be displayed in the System by selecting the respective radio button.
  • Persons Uniqueness Rules: Select the fields that should be unique within the System, by checking the respective boxes.
  • Companies Uniqueness Rules: Select the fields that should be unique within the System, by checking the respective boxes.
• Supported Preferences
  • Addresses:  Select the address Types that you want to make available in the Contact Information Address Tab. You can specify your labels for each Type.
  • Emails: Select the email Types that you want to make available in the Contact Information Email Tab. You can specify your labels for each Type.
  • Phones: Select the phones Types that you want to make available in the Contact Information Phones Tab. You can specify your labels for each Type.
  • Relations: Select the relations Types that you want to make available in the Contact Information Relations Tab. You can specify your labels for each Type.

Step 2: Setting Up Contact Information Categories, Industry Sectors and Industries 

Configure the following modules for additional functionality and categorisation

• Contact Information Categories: Categories are used to classify Contact Information into generic groups based on common attributes. Categories are configurable in the System.  There can be hundreds of Categories. Each Contact Information can be classified under only one Category.
• Contact Information Industry Sectors: Industry Sectors are used to define a number of large segments of the economy that share a similar business type.  Industry sectors have a flat structure and can be used as Contact Information for both Companies and Persons.
• Contact Information Industries: Industries are used to group segments of the economy according to business activity. As each industry can be broken down into sub-categories, there can be hundreds defined.  Industries can be used as information in both companies and persons.

Do it Yourself!!

Let's see how you can quickly set up the System to start using Contact Information module for your business.

No configuration is necessary for the modules, sections and attributes not mentioned below.

 

Create the following Contact Information Definition

Rules			Authorisation Settings	Supported Preferences
Name Rules	Persons Uniqueness Rules	Companies Uniqueness Rules		Addresses	Emails	Phones	Relations
Last Name + First Name	ID Number	Name VAT Registration Number	Enable Send Direct Marketing Material  Send Affiliate Marketing Material	Home PO Box Custom 1 - Business	Personal Business	Landline Mobile Custom 1 - Work	Select All to be supported, except Custom ones

Do it Yourself!!

Setting Up Your Wallets

A Wallet is a type of account which contains an amount of money that can be used to fund transactions within CRM.COM. It works as a mini-ledger that can easily be topped up by various payment events, or spent by CRM.COM functions such as Prepaid Subscriptions or the redemption of Awards.
Wallets are debited and credited through Wallet Transactions.

What Comes First 

To start using Wallets configure the System to support your business model. In the following table, find the configuration modules related to Wallets.

Sub-module	Type	Classification	Navigation	Dig In
Wallets Definitions	Configuration		CONFIGURATIONFINANCE APPLICATIONWALLETSSET UP BUSINESS DEFINITIONS	Wallets
Wallets Transaction Types	Application		FINANCEFINANCE APPLICATIONWALLETSSET UP WALLET TRANSACTION TYPES	Wallets
Wallet Expiration Run Definition	Application		FINANCEWALLETSPERFORM WALLET BALANCE EXPIRATION RUNS	Wallets

 

Step 1: Setting Up Wallets Definitions 

Start by configuring an 'Active' Wallets Definition.

Wallet Definitions is a set of business rules used to control the behaviour of Wallets throughout their Life Cycle.

Through the Definition you can:

• Define values of related Wallet Causes:

  • Create Wallets: The causes that result in the automatic creation of new Wallets, including:

    • On creating a new Accounts Receivable.
    • On using an Accounts Receivable on a Prepaid Subscription.
    • On using Accounts Receivable in Reward Participants.

  • Cancel Wallets: The causes that result in the automatic cancelling of Wallets,  including:

    • On Terminating an Accounts Receivable.
    • On Terminating the relation of Wallets with (last prepaid) Subscription and/or (last) Rewards Participant.

  • Debit Wallets: The causes that result in the automatic debiting of Wallets, including:

    • A Prepaid Billing Run
    • Spend Reward Transactions
  • Credit Wallets: The causes that result in the automatic crediting of Wallets, including:
    
    • Payments posting (applicable for all Payment Types or specific Types)
    • Credit Note posting (applicable for all Credit Note Type or specific Types)
    • Award Reward Transactions
  • Reimbursing Wallets: The causes that result in the automatic reimbursing of Wallets, including:
    
    • Cancelling a Wallet
    • Changing a Prepaid Subscription Accounts Receivable
  • Void Wallet Transactions: The causes that result in the automatic voiding of Wallet Transactions, including:
    

    • Cancelling a Payment (applicable for all Payment cancellation Types or specific Types)

  • • Cancelling a Reward Award Transaction
    • Cancelling a Spend Award Transaction
• Define values of related Wallet Rules:
  • Crediting Rules: Specify the rules that will be applied while crediting a Wallet.
  • Reimbursing Rules: Specify the rules that will be applied while reimbursing a Wallet
  • Voiding Rules: Specify the rules that will be applied while voiding a Wallet.

 

Step 2: Setting Up Wallets Transaction Types and Wallet Balance Expiration Runs

Configure the following modules for additional functionality and categorisation. You can skip the configuration of these modules if it is not required by your business model.

• Wallets Transaction Types: Used to define the behaviour and the nature of each Wallet Transaction and the business processes, rules and restrictions that should be applied to creating Wallet Transactions, based on the Wallet Transaction Type Classification. The supported Classifications are the following:
  • Credit
  • Debit
  • Reimburse
  • Void
• Wallet Balance Expiration Run Definitions: Used to define the rules by which Runs will be performed, to identify the Wallet amount that should be expired and debit the Wallet for the unspent amount of money (the identification process is performed based on the specified Expiration Date and the amount already spent). The resulting debit that reflects the expired amount is directly allocated against the expired credit amount.
  The Expiration Date is specified either manually or automatically, as part of a Reward Offer Award that has a specific Expiration Date.

Do it Yourself!!

Setting Up Your Accounts Receivable

Accounts Receivable is the customer's Financial Account. A running balance of individual debit and credit transactions is maintained, while an 'Active', 'Suspended' or 'Terminated' status reflects its operational condition.

What Comes First

To start using Accounts Receivable configure the System to support your business model. In the following table, find the configuration modules related to Accounts Receivable. 

Sub-module	Type	Classification	Navigation	Dig In
Accounts Receivable Classifications	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP CLASSIFICATIONS	Accounts Receivable
Accounts Receivable Definitions	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BUSINESS DEFINITIONS	Accounts Receivable
Accounts Receivable Banks and Bank Account Types	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BANK ACCOUNT TYPES CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BANKS	Accounts Receivable
Accounts Receivable Payment Preferences	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP PAYMENT PREFERENCES	Accounts Receivable
Accounts Receivable Presentment Preferences	Configuration		CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP PRESENTMENT PREFERENCES	Accounts Receivable

Step 1: Setting Up Accounts Receivable Classifications

First, configure Accounts Receivable Classifications.

Accounts Receivable Classifications are used to separate Accounts Receivable into categories which can be later used by various System processes, for filtering.

Step 2: Setting Up Accounts Receivable Definitions

Secondly, you must configure an active Accounts Receivable Definition 

Accounts Receivable Definitions is the set of business rules used to control the behaviour of Accounts Receivable throughout their Life Cycle.

Through the Definition you can:

• Define the business rules related to:
  • Allocation Principle: the principle used to allocate credit transactions against debit transactions, which can be 
    • FIFO
      or
    • Against Item & FIFO
  • Credit Terms: The terms that define the allowed Credit Ratings and Credit Rating values to be set on Accounts as well as the Due Date rules which define how the due date of Invoices is calculated.
• Optionally, define allowed attributes and process automation to be used on Accounts Receivable:
  • Account Name Generation Method: Define whether the account name should be generated automatically and how to generate it.
  • Billing Address Rules: Define whether the Billing Address is mandatory.
  • Allowed Preferences: Define which of the following pre-configured preferences can be used by Accounts Receivable.
    • Classifications
    • Payment Preferences
    • Presentment Preferences
    • Banks & Bank Account Types

Step 3: Accounts Receivable Banks, Bank Account Types, Presentment and Payment Preferences

Configure the following modules for additional functionality and categorisation:

• Accounts Receivable Banks: Create the Banks that can be used as information in Accounts Receivable Payment Preferences, if the Payment Preference is classified as a direct debit.
• Accounts Receivable Bank Account Types: Create the Bank Account Types that can be used as information in Accounts Receivable Payment Preferences, if the Payment Preference is classified as a direct debit.
• Accounts Receivable Payment Preferences:  Define the preferred method of paying any outstanding amount. Payment Preferences may hold information which is needed to integrate to Third Party Systems and perform the Payment (e.g. Payment Gateway) bank account information in the case of direct debits or bank transfers.
• Accounts Receivable Presentment Preferences: Define the preferred method for sending bills to the customer owning the account and to export the bills or integrate them with Third Party Systems.

Do it Yourself!!

Let's see how you can quickly set up the System to start using the Accounts Receivable module.

 No configuration is necessary for the modules, sections and attributes not mentioned below.

Create the following Accounts Receivable Classification

Name	Allowed Organisational Units
VIP Customer	Managers Group
Standard Customer	Leave empty to allow the Type to be used by all
Employee	Group: Admin Community: Internal Unit:  Admin Unit Call Operators

 

Create the following Accounts Receivable Definition

Global Settings	System Account	Default Credit Terms		Allowed Preferences
	Suspense	Due Date Rules	Credit Limit	Classifications
Allocation Principle: FIFO and Against Item Account Name Generation Method: Based on Account Number and Contact Name Billing Address Rule: Always Mandatory	Select the System's default account	Default Credit Period: 5 Days After Transaction's Posted Date	Define a Credit Limit for each of the Credit Ratings and select AAA to be the default	Select All Default: Standard Customer

Do it Yourself!! 

Setting Up Your Customer Events

Customer Events are financial and marketing events performed by customers and are registered within CRM.COM in order to be rewarded or additionally processed by other functions of CRM.COM. The reward engine is evaluating reward offers against customer events to decide if they should be awarded or not, but also to decide if they should trigger any spend reward transactions

What Comes First

To be able to use Customer Events you need to configure the system to support your own business model. In the following table you can find all the related configuration modules related to Customer Events. 

• Fast Track: If you would like to set up your system with the basic functionality and get started with using it, follow the sub modules that are marked by the Fast Track Icon
• Complete Configuration: If you would like to utilise the system at its maximum then configure all the sub modules, marked by the Fast Track and Complete Configuration icon

Sub-module	Type	Classification
Customer Event Classifications	Configuration
Customer Events Definition	Configuration

Step 1: Setting Up Customer Event Classifications

First you will need to configure the  Customer Event Classifications 

Customer Events Classifications are used to classify customer events, which can be used later on by various business processes in order to apply different business rules per each customer event classification. However classifying each customer event is not mandatory unless the Customer Event Type is set to “Achievement”.

System Access Via CONFIGURATIONCRM APPLICATIONCUSTOMER EVENTSSET UP CLASSIFICATIONS 

 To learn more, visit Configuring Customer Event Classifications

Step 2: Setting Up Customer Events Definition

Secondly you will need to configure an active Customer Events Definition 

Customer Events definitions is a set of business rules used to control the behavior of Customer Events throughout their whole life cycle. 

Through the definition you can:

• Define the settings related with the customer events that will be processed by the system. 
  
  • Purchase Customer Events Automation: Select the invoice types that will automatically trigger the creation of purchase customer events, on posting.
    
  • Event Types Processed Immediately: Select the customer event types that should be processed immediately automatically. 

System Access Via: CONFIGURATIONCRM APPLICATIONCUSTOMER EVENTSSET UP BUSINESS DEFINITIONS

 To learn more, visit Configuring Customer Events Definition

Do it Yourself!!

Setting Up Your Products

Products are Physical Goods or Services used by business transactions within the System. Services represent any intangible commodity which is provided to customers, such as telephony, TV channels, repairs, installations or deliveries. Physical Goods represent any tangible commodity which is provided/sold to customers, such as cameras, decoders or magazines.

What Comes First

To start using Products,  configure the System to support your business model. In the following table, find the configuration modules related to Products.

Sub-module	Type	Classification	Navigation	Dig In
Product Types	Configuration		CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSPRODUCT TYPES	Products
Products	Application		FOUNDATIONPRODUCTSMANAGE PRODUCTS	Products
Product Families	Configuration		CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP FAMILIES	Products
Product Brands	Configuration		CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP BRANDS	Products
Product Categories	Configuration		CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP CATEGORIES	Products

 

Step 1: Setting up Product Types

Start by configuring the Product Types which will be used as your base for creating the various types of Products.

Product Types are used to define and implement the behaviour of Products. Product Types are used when Products are created or modified.  Products can have only one Type, through which you can distinguish between the following:

• Classification:  Whether the Product is a Service (intangible commodity such as a TV channel or movie) or a Physical Good  (tangible commodity such as a Smartcard, modem or decoder).
• Service Type: Available only if the Product Type is classified as a Service, and determines whether it is a One Time Service, a Usage Service, a Termed Service or an Expense. One Time Services and Expenses are provided just once and are billed just once; e.g. an installation Service. 
  Termed Services are provided continuously and billed on a recurring basis, regardless of their usage; e.g. a recurring Pay TV Service which includes specific channels. 
  Usage Services are provided upon customer request and are billed based on their usage; e.g. a Pay Per View movie or Telephony Calls. 
• Physical Good Type: Available only if the Product Type is classified as a Physical Good, and determines whether the Physical Good is Traceable or Non-Traceable. 
  Traceable Physical Goods can be traced through a unique identifier which is usually a serial number; e.g. a decoder with a unique serial number. 
  Non-traceable Physical Goods are not traced to a single instance and are measured based on their quantity; e.g. 10 meters of cable.
• Composition: Determines whether the Product is a Flat, Flexible Bundle or Fixed Bundle Product.
  • Flexible Bundle Products are available if the Classification is defined as Termed Service.
  • Fixed Bundle Products are available if the Classification is defined as Termed Service or Physical Good.
• Used for Provisioning: Determines whether Products of that Type are used for provisioning purposes by third-party providers.

Step 2: Creating your Product

Once the Product Types are defined, you can start creating your Products (Steps below referring to the additional configuration can be omitted).

 Physical Goods and Services can be created through CRM.COM Products Module.

• Specify the Type of each Product and provide a Product Code, Alternative Code and Description. 
• Specify the VAT rate that should be applied on each of your Services or Physical Goods. 
• Define the price rates and the Price Plans that the Product will be available from.
• Define the component restrictions and rules of Flexible or Fixed Bundle Products (Bundle Products are made up of multiple other component Products).
• Use the Brand, Family and Categories to group your Products and apply specific business rules and restrictions.

Step 3: Setting up Product Brands, Categories, Families

Configure the following modules for additional functionality and categorisation

• Product Families are groups of Products derived from a common Product platform, using similar or identical Production processes and having similar physical or behavioural characteristics. Product Families in CRM.COM follow a hierarchical tree structure.
• Product Brands are used to define trademarks or distinctive names that identify a specific Product or Product line. 
• Product Categories are used to classify Products into generic groups based on common attributes. Categories are configurable in the System (there can be hundreds). Categories follow a hierarchical tree structure.
  
  

Do it Yourself!!

Let's see how you can quickly set up the System to start using the Products module.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Create the following Product Types

Product Types	Classification	Physical Good Types	Service Type	Composition Method	Used For Provisioning
Usage Services	Service		Usage	Flat	Yes
Termed Services	Service		Termed	Flat	Yes
Smartcards	Physical Good	Traceable		Flat	Yes
Decoders	Physical Good	Traceable		Flat	Yes
Non-Traceable	Physical Good	Non-Traceable		Flat	No
One Time Service	Service		One Time	Flat	No
Expenses	Service		Expense	Flat	No

 

Create Products

Product	Type	VAT Rate	Information
Gold	Termed Services	10%	This is a main Service (mandatory to be added on a Subscription).
Eurosport 1	Termed Services	10%	This is an additional Service (optional to be added on a Subscription).
PPV Movies	Termed Services	10%	This Service will be used to authorise the usage of addition of PPV movies on the Subscription.
Braveheart	Usage Service	10%	You must create one Product per PPV movie you would like to make available. Usage Services are not added in Price Plans but in Usage Service Catalogs.
Serendipity	Usage Service	10%	You must create one Product per PPV movie you would like to make available.
Limitless	Usage Service	10%	You must create one Product per PPV movie you would like to make available.
Samsung Smartcard	Smartcards	10%	Create the different Smartcards that you provide to your subscribers.
Thomson Decoder	Decoders	10%	Create the different Decoders that you provide to your subscribers.
Thomson Remote Control	Non-Traceable	0%	Create the remote control Products provided with the Decoders.
Antenna	Non-Traceable	10%	Create the antenna products.
Start Up Fee	Expenses	10%	Create the Start Up fee charged on creating a new Subscription.
Repairs	One Time Service	10%	Create the Repairs product used for charging for repairs based on duration.
Installation Service Fee	One Time Service	10%	Create the Installation Service Fee used for charging for installation based on duration.

Setting Up Your Access Tokens 

Access tokens are used to identify a customer, user or app that can access CRM.COM and authenticate them while accessing the system. Access tokens can be created automatically by the system or manually through the UI or the Web API

What Comes First

To be able to use Access Tokens you need to configure the system to support your own business model. In the following table you can find all the related configuration modules related to Access Tokens. 

• Fast Track: If you would like to set up your system with the basic functionality and get started with using it, follow the sub modules that are marked by the Fast Track Icon
• Complete Configuration: If you would like to utilise the system at its maximum then configure all the sub modules, marked by the Fast Track and Complete Configuration icon

Sub-module	Type	Classification
Access Tokens Definition	Configuration

Step 1: Setting Up Access Tokens Definitions

First you will need to configure an active Access Tokens Definition

Access Token Definitions are used to control the creation of access tokens, by defining policies around the format of the access token user identifier and authentication code

Through the definition you can:

• Define settings of the identifier and passcode
  • Identifier: Specify the settings related with the access token identifier
  • Passcode: Specify the settings related with the access token pass code.
  • Automation: Specify the settings related with the access token automations. Make sure you enable "Allow Creating Access Tokens on Creating Rewards Participants" 

System Access Via CONFIGURATIONFOUNDATION APPLICATIONACCESS TOKENSSET UP ACCESS TOKEN DEFINITIONS 

 To learn more, visit Configuring Access Token Definitions 

Do it Yourself!!

Setting Up Your Rewards

Rewards allow merchants to award conditional/unconditional cashback based on reward participants' activity (complete spend transaction), where cash can be spent unconditionally or on specific products at specific times and at specific organisational units.

What Comes First

To be able to use Rewards you need to configure the system to support your own business model. In the following table you can find all the related configuration modules related to Rewards

• Fast Track: If you would like to set up your system with the basic functionality and get started with using it, follow the sub modules that are marked by the Fast Track Icon
• Complete Configuration: If you would like to utilise the system at its maximum then configure all the sub modules, marked by the Fast Track and Complete Configuration icon

Sub-module	Type	Classification
Rewards Schemes	Configuration
Rewards Offer Types	Configuration
Rewards Definition	Configuration
Rewards Offers	Configuration
Rewards Runs Definition	Configuration
Rewards Offer Categories	Configuration

Step 1: Setting Up Rewards Schemes

First you will need to configure the Rewards Schemes to be able to sign up Rewards Participants, even though it is not a configuration entity.

Rewards Schemes are used to group reward offers based on their characteristics, keep track of customer which are participating to the scheme and are eligible for the specified offers and control the organizational units which can add participants. 

Through Rewards Schemes you can define the allowed organisational units that will be allowed to provide this scheme to customers.

System Access Via REWARDSREWARDSMANAGE REWARD SCHEMES 

 To learn more, visit Configuring Rewards Schemes 

Step 2: Setting Up Rewards Offer Types

Secondly you will need to configure the Rewards Offer Types to be able to create Rewards Definitions.

Reward offer types are used to define the behavior and the nature of each reward offer and the business processes, rules and restrictions that should be applied on applying them.

Through Rewards Offer Types you can:

• Define the following allowed entities
  • Categories that will be allowed to be used in reward offers of this type
  • Organisational units that will be allowed to create reward offers of this type

System Access Via CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP REWARD OFFER TYPES 

 To learn more, visit Configuring Reward Offer Types 

Step 3: Setting Up Rewards Definition

Following, you will need to configure an active Rewards Definition to be able to create Rewards.

Rewards definitions is a set of business rules used to control the behavior of Rewards throughout their whole life cycle.

Through Rewards Definitions you can define which of the pre-configured reward offer types will be available for selection when creating a new reward offer. At least one reward offer type must be selected.

System Access Via CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP BUSINESS DEFINITIONS 

 To learn more, visit Configuring Rewards Definitions 

Step 4: Setting Up Rewards Offers

Next, you will need to configure valid Reward Offers to be able to award future Reward Participants, even though it is not a configuration entity.

Reward offers are used to define an amount of money that will be awarded based on customer events, and the conditions specified on each reward offer. Reward offers also define the spend conditions such as on what products and to which organisational units the cashback can be spend. You must create Reward Offers so that Reward Participants can be awarded based on these valid offers.

You can create valid reward offers for each offer type you previously configured:

• Increase Revenue, Product Based
• Increase Revenue, Transaction based
• Just Money
• Reward Achievement
• Reward Behavior
• Reward Birthdays
• Reward Loyalty, Transaction Amount Based
• Reward Loyalty, Transaction Number Based
• Reward Personal Data Completeness
• Reward Referrals
• Reward Sign Ups
• Reward Subscription Maturity
• Utilise Free Capacity

System Access Via: REWARDSREWARDSMANAGE REWARDS OFFERS

  To learn more, visit the Managing Rewards Offers

Step 5: Setting Up Rewards Runs Definitions

Next, you will need to configure Reward Run Definitions that will be used for awarding Rewards Participants

Reward run definitions are a set of business rules which are used by reward runs to evaluate rewards participants and their information against the reward offers provided by their participating reward scheme and award & spend reward transactions for each offer which is applicable. 

Reward runs can be applied only through an Effective Reward run definition. Create a Reward Run Definition by specifying:

• Criteria
  • Reward Schemes:  Defines the reward schemes that should be considered during the evaluation process
  • Reward Offer Types:  Defines the reward offer types that should be considered during the evaluation process
• Scheduling Settings: Determine when the definition should be applied in order to create rewards. Rewards Run Definitions can be applied ad hoc or on a recurring basis. 

System Access Via: REWARDSREWARDSPERFORM REWARDS OFFER RUNS

  To learn more, visit the Using Reward Offers Evaluation Run Definitions

Step 6: Setting Up Rewards Offer Categories

Configure the following module for additional functionality and categorisation

• Rewards Offer Categories: Reward offer categories are used to classify reward offers into generic groups based on specific similar attributes that they share. Reward offer categories are following a hierarchical tree structure. Each reward offer can be classified only in one category. 

System Access Via CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP REWARD OFFER CATEGORIES

 To learn more, visit Configuring Rewards Offer Categories 

Do it Yourself!!

Using the Software

Managing Rewards 

To participate in Rewards processes, you need to sign up as a Rewards Participant. Rewards Participants, belong in Rewards Schemes and via Reward Schemes the system can identify which Reward Offers the participant is eligible for. 

The participant will be evaluated based on his actions in the system (purchases/customer events/subscription usage etc).  Backoffice personnel will execute the Rewards Run on a recurring basis, and any actions of the participant eligible for award will be evaluated and if conditions are met Reward Award transactions will be created, which in turn will create the Credit Wallet Transactions that will credit the wallet of the participant. (Any spend conditions added in the reward offers from where the participant won an award, will be added in the allotments of the Credit Wallet Transaction)

Once the participant is ready to redeem his points, he can do so by making a purchase. i.e. A purchase customer event must be created (the purchase of the customer) and then a spend request customer event will be created using the number of the purchase customer event) Think of the spend request customer event as defining the payment method on the purchase customer event to be the award points.

Lets get started in managing the above process!! 

Creating Rewards Participants

First you need to create Rewards Participants!

Once the Contact Information, Accounts Receivable, Wallets and Access Tokens Definitions have been configured as described above, you are ready to create your Reward Participants. 

Create a new Rewards Participant through the following steps:

1. Create a new Contact Information or use an existing one
2. Create a new Accounts Receivable or in case you loaded an existing customer (account owner) then you can also select the account he owns
3. Specify the participant's Billing Address
4. Select and add the Reward Schemes that the participant will join. For each scheme you need to specify the sign up details (date and unit)
5. Specify the participant's Sign Up Details by entering the sign up date and the unit that signed up the specific participant
6. Create an Access Token which will be used to identify and access the rewards participant information. The user identifier and pass code are mandatory depending on the related definition configuration, while the authentication code is generated automatically by the system on saving the participant.
   
   

System Access Via: REWARDSREWARDSMANAGE REWARDS PARTICIPANTS 

 To learn more, visit the following manuals:

• Managing Rewards Participants
• Managing Contact Information
• Managing Accounts Receivable 
• Managing Wallets
  
• Managing Access Tokens

Creating Customer Events

Customer Events can either be financial and marketing events performed by customers and are registered within CRM.COM in order to be rewarded or additionally processed by other functions of CRM.COM. Customer events can be created manually through Web API or the User Interface or automatically by the system.

Each of the Event Types have a different set of attributes that need to be set. Below there is a list with different manuals explaining how you can create each of the Customer Events.

• Achievement Customer Event
• Purchase Customer Event
• Referral Customer Event
• Social Media Customer Event
• Spend Request Customer Event
• Web Customer Event

 System Access Via: CRMCUSTOMER EVENTSACCESS CUSTOMER EVENTS  

 To learn more, visit Managing Customer Events

Executing Rewards Run Definitions

Once a Reward Run definition is created, in order to populate any results it will need to be executed. A created run can be executed multiple times as long as it is set as Effective, and all the runs that were performed based on each reward run definition can be viewed within the reward run definition. 

Each time a Reward Run definition is executed the system evaluates rewards participants and their information against the reward offers provided by their participating reward schemes and award & spend reward transactions for each offer which is applicable. Specifically the following are evaluated:

1. The reward schemes that will be evaluated are retrieved, based on the reward schemes specified in the reward run definitions
2. The reward offers that will be evaluated are retrieved, based on the reward offer types specified in the reward run definitions
   
   
3. Customer events which are not of type spend request are evaluated to decide if they should be awarded
4. Award Reward Transactions are created for each customer event that is awarded
   
   
5. Rewards Participants are evaluated to decide if they should be awarded
6. Award Reward Transactions are created for each rewards participant that is awarded
   
   
7. Rewards Participants Contact Information are evaluated to decide if they should be awarded
8. Award Reward Transactions are created for each rewards participant contact information that is awarded
   
   
9. Subscriptions are evaluated to decide if they should be awarded
10. Award Reward Transactions are created for each subscription that is awarded
    
    
11. Customer events which are of type spend request a are evaluated to decide if the specified amount of money can be spend
12. Spend Reward Transactions are created for each customer event that is valid

System Access Via: REWARDSREWARDSPERFORM REWARDS OFFER RUNS

  To learn more, visit the Using Reward Offers Evaluation Run Definitions

Integrating with CRM.COM

Are you a web developer? Are you interested in integrate with CRM.COM? 

Click on the links below for a complete description of the available Web APIs 

• Rewards
  
  •  Rewards Participants Web API
• Contact Information
  
  •  Contact Information Web API
• Accounts Receivable
  
  •  Accounts Receivable Web API
• Customer Events
  
  •  Customer Events Web API
• Access Tokens
  
  • Access Tokens Web API
• Wallets
  
  • Wallets Web API