Table of Contents
What are Rewards?
Rewards module allows merchants to award loyal customers, with a plethora of Reward Offer options. Awards are directly converted to cash which is either available for spending on specific products at specific times and on specific Units or spent with no conditions at the liking of the customer.
Via the Rewards module you can set up all your business specific Reward Offers, create Rewards Participants, create Reward Participating Merchants that can have their own Reward Offers, award participants instantly or at a later stage via batch runs, and handle all reward related transactions.
Rewards Glossary
| Term | Description |
|---|---|
| Reward Offers | Reward Offers are used to:
|
| Rewards Participants | The customers who have signed up for rewards or have been automatically selected to participate |
Rewards Participating Merchants | Rewards Participating Merchants are merchants that have a partnership with the business that owns the reward platform and can participate in the provided reward Schemes. Reward Participating Merchants are contributing to the amount that is awarded to Rewards Participants, based on rules which are agreed and defined between the merchant and the business. |
| Contribution AVAILABLE FROM CRM.COM R10.0.0 | The money that must be given by the Rewards Participating Merchant to the business that owns the Reward Platform, defined as a percentage of the total amount of awards provided to Rewards Participants by the specific Merchant. |
| Reward Schemes | Reward Schemes group together Reward Offers and are used to define which Reward Offers will apply to which Rewards Participants. You can have multiple Schemes, each one with different Reward Offers, and when signing up Rewards Participants, you can choose in which Scheme(s) you would like them to participate |
| Award Reward Transactions | Award Rewards Transactions are used to award a Rewards Participant, for a specific amount of money that was provided by a Reward Offer, and credit the Rewards Participants Wallet for that specific amount. Visit Managing Award Transactions for more information |
| Spend Reward Transactions | Spend Reward Transactions are used to spend a specific amount of money, that was awarded by a Reward Offer, and debit the Rewards Participants Wallet for that specific amount. Visit Managing Spend Transactions for more information |
Award Expiration Transactions | Award Expiration Transactions are used to expire an awarded amount given to a Rewards Participant by debiting the Rewards Participant's Wallet. Award Expiration Transactions are generated because the Rewards Participant's awarded amount expires due to Reward Award Offer Validity period. Visit Managing Award Expiration Transactions for more information |
Reward Settlements | Reward Settlement is a batch process that is responsible for evaluating Customer Events and Spend Transactions to debit or credit the Merchant's accounts, based on the awards provided or redeemed. |
| 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 |
| 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 |
Rewards Key Processes and Concepts
| Processes / Concept | Description |
|---|---|
| Ending Rewards Scheme Participation | An agent can end a Rewards Participant's participation in a Scheme, resulting to halting any awards related to Reward Offers from the specific Scheme, by removing the Scheme from the Participating Schemes section |
| Awarding Loyal Participants | CRM.COM Reward Platform, allows you to award loyal customers not just on money being spent but in various other cases that are helpful for Marketing Promoting
|
| Evaluating Customer Events | While some Reward Offers awarding can be deduced from data registered in the System, i.e. name-day, birthday, subscription maturity, most of the Reward Offers require the creation and evaluation of Customer Event in order to be awarded. Customer Events of the following types are used and evaluated by the Rewards Engine
Visit Evaluating Customer Events for more information |
| Evaluating Spend Request Customer Events | Customer Events are used in order to evaluate if a customer should be awarded as well as allowed to spend a specific awarded amount of money. Evaluating Spend Request Customer Events & Spending Awarded Amount are applied on Customer Events of the following type
Visit Evaluating Customer Events for more information |
| Batch Process Reward Offer Evaluation versus Batch Process & Interactively | A Reward Offer related to Customer Events can be evaluated, and thus create reward Award Transactions on 2 occasions:
AVAILABLE FROM CRM.COM R10.0.0 You have the option of creating a Reward Offer to define whether related Customer Events (i.e. events with "Process Immediately" flag checked) can be processed immediately (i.e. evaluate related Reward Offer immediately and provide the reward Award Transaction) or whether they can only be processed and evaluated during the Rewards Run. The option to allow both Batch and Interactive processing is only available for the following Reward Offer Types:
For the rest of the Reward Offer types, the evaluation can only be done in Batch mode, via the Rewards Run |
| Reward Award Validity | Awards are added to a Rewards Participant's Wallet and they can be spent conditionally (specific products, specific times and days of the week, or at specific places) or unconditionally. To set a Validity Date on the awards the Reward Award Validity attribute must be set on the Reward Offer at the time of setup, and the Expiration Process must be executed to identify expired awards. Additionally to the Award Expiration function, the System can also be set only to allow participants to redeem their Awards after a period since the award has passed. |
| Instant Spent AVAILABLE FROM CRM.COM R10.0.0 | There exist two models, you can choose from with regards to the exchange of the customer's awards. Model 1 - Instant Spent AVAILABLE FROM CRM.COM R10.0.0 The Instant Spent option can be set on the Reward Offer. This model is only applicable for the following offer types: Model 2 - Spend on Request Awards are added to the loyalty account and can be spent at a later stage upon the customer's request. |
| Providing Awards either on the whole amount or per product sold on transaction based Reward Offers AVAILABLE FROM CRM.COM R10.0.0 | The amount or percentage to be awarded is set on the Reward Offer. As a general rule, when a transaction is completed, if the Award Conditions are met then the award is provided on the whole amount. An additional option is available, where the award can be provided per item sold within a transaction. i.e. if within a transaction you have 5 different products or 5 items of the same product, then the award will be provided once for every product. The option to set the award, per transaction item, is only applicable for the following offer types: |
| Previewing Awards on Purchase Customer Events AVAILABLE FROM CRM.COM R10.0.0 | Many CRM.COM Reward Offers are directly related to Purchase Customer Event, meaning, awards will be granted based on a Purchase Customer Event, given that the offer conditions are met. An option is available (ONLY VIA WEB API) to preview awarded amount information, before the purchase Customer Event is submitted. In greater detail, using the Preview function the following information is available:
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| Rewards Participating Merchants Contributions AVAILABLE FROM CRM.COM R10.0.0 | Merchants that have a partnership with the business that owns the Reward Platform can participate in the Reward Schemes. Using the module, awards can be given only for events occurring via the particular merchants. For example, a merchant can set up a Reward Offer that will only be applicable when Rewards Participants buy a good form his store. Additionally. The merchants can also be required to pay the business that owns the Reward Platform, for the awards that were provided via its own Reward Offers. This is referred to as Contribution and in the system is defined as a Percentage (%). Amount owed to the business = Contribution % * Awarded Amount |
Rewards Access & Viewing Controls
Business Network Characteristics define the level of access for each record, i.e. Whether it will be available for selection, for viewing or editing, etc.
| Entity | Network Characteristics | Description |
|---|---|---|
Reward Offer Types | A Reward Offer Type can be selected when creating a Rewards Offer, provided the user adding the Type belongs to one of the Allowed Organisational Units defined in the Reward Offer Type, or a collaboration exists between their Unit and the AOU of the Type, or is a Super User | |
| Rewards Offers | Rewards Offer records can be accessed viewed and modified by users defined as members of the offer's Owned By Group, by users that belong to a Group that collaborates with the Owned By Group, or by Super Users. | |
| Rewards Schemes | A Rewards Scheme can be selected when creating a Rewards Offer, provided the user adding the Scheme belongs to one of the Allowed Organisational Units defined in the Rewards Scheme, or a collaboration exists between their Unit and the AOU of the Scheme, or is a Super User | |
| Award Transactions | Award Transaction records can be accessed viewed and modified by users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users | |
| Spend Transactions | Spend Transaction records can be accessed viewed and modified by users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users | |
Award Expiration Transactions | Award Expiration Transaction records can be accessed viewed and modified by users that belong to the Group defined at the Owned By Group of the Accounts Receivable of Rewards Participant or that belong to a Group that collaborates with the specified Group or by Super Users |
Rewards Related Modules
| Interaction Entity | How |
|---|---|
| Access Tokens | Access Tokens are used to identify a customer, user or app that can access CRM.COM and be able to receive or spend rewards |
| Customer Events | Rewards can be Customer Event Initiated. Active Customer Event definition must be configured. Customer Events module should be fully understood before proceeding with Rewards |
| Wallets | Wallets serve as the customer's loyalty accounts. Awards and Spend Transactions cause Wallet Transactions. An active Wallet Definition must be configured |
Products | Products can be used to award or spend rewards |
Accounts Receivable | Rewards Participants is related to an account |
| Communications | Communications can be send to customer related to their Rewards Participants, award and Spend Transactions |
Rewards - Business Examples
The following section provides business examples to help you understand how CRM.COM Rewards module is used.
Set up a Reward Offer for liking the company's Facebook page
Business Requirement
Company ZX would like to set up a Reward Offer for liking their Facebook page
CRM.COM Solution
- Configuration
- Verify that a Reward Scheme exists in the system, for example, "Marketing Reward Scheme" and make sure that there are Rewards Participants that are participating in this Scheme
- Set up a Reward Offer Type that can be used only for Facebook likes
- Name: Reward Behaviour Facebook
- Classification: Reward Behaviour
- Set up a Reward Offer so that participants can be awarded 1 Euro for liking your Facebook page
- Name: 1 euro on liking Facebook Page
- Scheme: Marketing
- Type: Reward Behaviour Facebook
- Award Amount: 1
- Award Conditions:
- Facebook likes
- Enter Facebook page
- Specify any segments or organisational Units that need to be included
- Click on SAVE
More Information on Rewards configuration can be found at Rewards - The Admin Stuff
Provide Instant Discount on an item basis - AVAILABLE FROM CRM.COM R10.0.0
Business Requirement
Company ZX would like to provide a 10% discount on each Product sold of type " accessories" at the time of the purchase
CRM.COM Solution
- Configuration
- Create a new Utilise Free Capacity Reward Offer with the following setup
- Award: 10%
- Award Scope: Apply Award Per Transaction Item
- Spend Method: Instant Spend
- Award Conditions: product Type is Accessories
- User Process
Every time a new Purchase Customer Event is created for an accessory item, the system will make 10% discount for each one of them.
Provide Instant Discount on a complete transaction - AVAILABLE FROM CRM.COM R10.0.0
Business Requirement
Company ZX would like to make €10 discount on the total amount on any purchases made on Hardware
CRM.COM Solution
- Configuration
- Create a new Utilise Free Capacity Reward Offer with the following setup
- Award: €10
- Award Scope: Apply Award Per Transaction
- Spend Method: Instant Spend
- Award Conditions: product Type is Hardware
- User Process
Every time a new Purchase Customer Event is created including Hardware, the system will make 10% discount on the total amount of the invoice/Customer Event.
Award Loyal Subscribers for Rewards Participation
Business Requirement
Company ZX would like to award with 5 Euros the Rewards Participants who have been subscribers for a continuous year and participated in marketing Schemes
CRM.COM Solution
- Configuration
- Set up a Reward Offer Type
- Classification: Reward Subscription Maturity
- Set up a Reward Offer
- Type: with the above type
- Scheme: Marketing
- Category: Marketing
- Amount: 5 Euros
- Conditions:
- Uninterrupted Subscription Period: 1 year
- Segment Conditions:
- Included Segments: Effective Subscribers
- Included Segments: Effective Subscribers
- Create a new Reward Run Definition
- Name: Award Mature Subscribers once a year
- Reward Offer Type: select the type previously created, Award Mature Subscribers once a year
- Under Criteria: specify all the criteria that will retrieve the subscribers that have a continuous subscription for the last year:
- Reward Schemes: Marketing
- Reward Offer Types: Reward Subscription Maturity
Under Scheduling
Schedule the definition to be executed on a specific date and time
Schedule the recurrence to be each year
- User Process
- Execute Run Definition
- Look at the run results
- Navigate to Award Transactions: Transactions have been created for all participants that match the criteria
- Navigate to the participan's Wallet: 5 Euros have been credited to participants that match the criteria
More Information on Rewards Offers configuration can be found at Reward Subscription Maturity
Configure and Reward Existing Customers for Referring Customers
Business Requirement
Company ZX provides to each subscriber, €5.00 to be spent on Non Traceable Physical Goods (i.e. USB, Antenna e.t.c), for every new customer they refer.
An existing customer, Jessie Black, has registered five new subscribers, 3 of which were awarded by another Reward Offer and two that have not been awarded
CRM.COM Solution
- Configuration
- Set Up Reward Definitions
- Set up Reward Offer Type: Award Referrals
- Classification: Referrals
- Set up Access Token Definitions
- Auto creates Identifier and passcode
- Auto creates Identifier and passcode
- Create a Reward Scheme – Marketing
- Create a Reward Offer : Award Referrals €5
- Type: Referrals
- Spend Conditions: Product Type: Accessories
- Create a Reward Run Definition
- Criteria: Reward Offer Type: Referrals
- User Process
- Create Rewards Participants for the 6 participants
- Create 5 Customer Events of type Referrals (Don’t Process Immediately)
- Execute the Rewards Run
Award Transactions will be created of a total €15
Credit Wallet Transaction will be created €15
- Create a Purchase Customer Event (Process Immediately)
- Products: (Accessories Type)
- Total Amount: €15
- Create a Spend Request event (Process Immediately) using the Purchase Customer Event created above
Spend Transaction will be created of a total €15
- Debit Wallet Transaction will be created €15
Flow | 1. Create Web CE Process Immediately | 2. Create Web CE Do Not Process Immediately | 3. Execute Rewards Run | 4. Create Purchase CE Process Immediately | 5. Create Spend CE Do Not Process Immediately | 6. Execute Rewards Run |
|---|---|---|---|---|---|---|
CE | x | x | x | x | ||
Award RT | x | x | ||||
Spend RT | x | |||||
Credit WT | x | x | ||||
Debit WT | x | |||||
Wallet Balance = 0 | €5 | €5 | €10 | €10 | €10 | €2 |
More Information on Reward Offers and Run Definitions can be found at Managing Rewards Offers and Using Rewards Run Definitions respectively
Configure and Execute an Award Expiration Transactions Run Definition
Business Requirement
Company ZX would like to add expiration date on the Awarded Rewards so that Award Transactions can be spent only while are valid and not after their expiration date. Also, each month the company would like to Cancel the expired awards so that no customer can use the awarded amount which has been expired.
CRM.COM Solution
- Configuration
- Reward Offers should have defined the Reward Awards Validity which will display the date until when the Reward Offer's Awards Transactions can be used.
- Wallet Definitions must have set the Financial transactions to be created when:
- Causes Debiting Wallets: On Award Expiration Transactions
- Causes Voiding Wallets: On Cancelling as Award Expiration Transaction
- Set up the Award Expiration Run Definition which will be executed each month to produce Award Expiration Transactions and cancel the Awards that have been Expired
- Specify the following
- Award Transaction expired X days ago
- Reward Offers
- Segments to be Included or Excluded from the Run.
- Specify the following
- Each month and once the Run is executed, the award expiration transactions will be created to expire an awarded amount given to a Rewards Participant by debiting the Rewards Participant's Wallet. Award Expiration Transactions trigger the trigger the generation of Debit Wallet Transactions which will deduct either the whole or some of the awarded amount depending on how much money the participant already spent.
More Information on Award Expiration Transactions Run Definition can be found at Using Award Expiration Run Definitions
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