CRM.COM Rewards
Features and supported processes in relation to the CRM.COM Reward
solution
Proprietary Notice. The information contained in this document is proprietary and confidential. No portion of
this document may be copied, or transmitted in any way, to any third party without the written approval of
CRM.COM. CRM.COM Software is the registered trademark of CRM.COM Ltd and CRM.COM Software Ltd.
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Table of Contents 1. Introduction ...................................................................................................................... 2
1.1. Common Scenario Implementations ............................................................... 2
1.2. Five reasons for selecting CRM.COM: ............................................................. 3
2. CRM.COM Rewards .......................................................................................................... 4
2.1. CRM.COM Technology: Simple yet powerful ............................................................... 4
2.1.1. Easy and quick to configure............................................................................. 4
2.1.2. Easy to use ....................................................................................................... 4
2.2. Designed for extended access ......................................................................... 5
2.3. Technology and Tools ...................................................................................... 7
3. Supported Processes ........................................................................................................ 8
3.1. Scheme Definition ........................................................................................... 9
3.2. Reward Offers definition ................................................................................. 9
3.3. Award definition ............................................................................................ 10
3.4. Settlement Process ........................................................................................ 11
3.5. Batch interfaces ............................................................................................. 11
3.6. Segmentation and Notifications .................................................................... 12
3.7. Reports and Dashboards ............................................................................... 13
3.8. CRM.COM Web APIs ...................................................................................... 14
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1. Introduction
The purpose of this document is to describe the CRM.COM features and supported processes in relation to setting up an innovative loyalty and reward scheme. This document concentrates specifically on the features of the CRM.COM Reward application.
CRM.COM has a strong track record and a multi-year experience in developing and
implementing on-demand and on-premise subscription based billing and real-time
reward solutions.
The software provides a turnkey reward solution that allows your company to
structure reward payments to customers, partners and employees based on
sophisticated sales and purchase characteristics. The operator signs up multiple
participating partners that agree to fund “cashback” on purchases made by
customers. This cashback is conditional, meaning that it can only be spent at specific
times, on specific products and at specific sales channels. CRM.COM provides full
automation of the whole scheme, including cashback accumulation, cashback
redemptions, partner contributions and the partner and cardholder website
interfaces.
1.1. Common Scenario Implementations
Scenario Example Implementation
Retailers ‘Point of sale’ frequent shopper & VIP reward schemes including product promotions (e.g. food, clothing or petrol station retailers)
Reward Scheme Operator Provide a loyalty scheme for a coalition of merchants
Card Issuers Reward offering by card issuers to cardholders funded by a coalition of merchants
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1.2. Five reasons for selecting CRM.COM:
1. CRM.COM is extremely functional and feature-rich. The easily and highly configurable packaged Billing and Reward solution is available either on demand, on premise or as a hybrid hosted model. Can be live in months rather than years and maintained and enhanced by your team. For example, your team will be able to easily amend and introduce offers and promotions. This results in a low Total Cost of Ownership (TCO).
2. CRM.COM’s elegant and powerful design enables our customers to introduce innovative reward schemes and improve customer loyalty and retention. Our software pivots around 3 main models: Billing, Rewards and Collaboration. Use Billing to introduce recurring subscription billing across any bill and payment model. Use Rewards to analyse and segment your customers while providing them with offers and conditional cashback. Collaborate with your partners and channels to bill and reward your customers.
3. Customer Relationship Management (CRM) functionality that helps you acquire subscribers and decrease churn. This includes easy-to-use tools such as contact management, dynamic segmentation (categorisation), campaign management (email, letter, SMS), Call Centre / IVR integration, sales automation (for wholesale sales), customer care and resource management.
4. CRM.COM is built on modern technology and provides easy connectivity to 3rd party systems (IVRs, websites, etc). CRM.COM is designed, built and tested for high volume, high scalability and mission critical environments. The whole platform is available on a fully documented API, allowing certified CRM.COM partners to extend and customize the software to suit custom client processes or new billing and reward models.
5. As a company we have a culture of simplicity and speed. We keep business requirements and the resulting software simple, yet powerful. We aim to have our users being able to use our software simply by accessing our wiki manual. And we have a no-fuss, deliver-as-promised approach.
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2. CRM.COM Rewards
2.1. CRM.COM Technology: Simple yet
powerful
CRM.COM is a strong supporter of Java EE and Linux but also of Microsoft
technologies. We believe that allowing our customers to have a choice reduces
the total cost of ownership. CRM.COM has entered into a strategic agreement
with IBM to have IBM WebSphere as our primary development platform and we
are an Advanced member of IBM PartnerWorld for Developers. Our software is
easy to learn and use, can be accessed by anybody and anywhere, irrespective
of what client and browser they use and it is inherently collaborative, allowing a
community of organisations to share data and processes whilst maintaining their
independence.
The sections below outline the key strengths of CRM.COM system:
2.1.1.Easy and quick to configure
CRM.COM is designed to allow you to be able to configure it and easily amend it
to reflect a fast changing business environment. All business processes and rules
can easily be defined in our software by your key users without requiring
programming knowledge or experience.
2.1.2.Easy to use
We went to great lengths to ensure that the software is powerful, yet easy to
use. For example, we have dynamic search and display summary screens that
allow the user to search for data and drill down to multiple levels for in-depth
data viewing and understanding. The screen below shows the Contact
Information summary screen where contacts can be identified by various search
criteria. The returned contact records can be further interrogated by the user
selecting any one of the drill down links. Information such as addresses, email
and phone numbers can be easily accessed.
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2.2. Designed for extended access
The software is designed to be accessed by your extended business network,
staff, remote workers, freelance sales reps, 3rd party retailers and outsourced
call centres.
You can easily define the level of data users can access. This functionality is
provided through the Users Management module which is used to create and
manage the users of CRM.COM by authenticating who can access the system
and controlling the areas that are allowed to be accessed. The screen below
shows the different view of the system for each organisational unit (e.g.
Administrators >> Call Agents >> Installers).
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Your company has the option to specify as part of the incentive definition the
contribution level that they are willing to commit to.
Each partner can then log into the system and modify any of the offer validity
details (except the contribution level as this is fixed by the operator) like day of
the week, time of the day, product and financial conditions and cashback
amount. Partners can also initiate their own incentives with a fixed 100%
contribution from the partner.
By using this model the operator can configure the system (a) in a simple, one
group, one offer arrangement, (b) right the way through to a more complex,
multi-partner and (c) multi-partner and multi-offer scenario as demonstrated in
the diagram below:
In addition, key users can easily create different data entry screen versions for
different channels. The screen below shows the designer tool, where a key user
has the ability to create different page versions for partners and sales agents by
editing the custom layout page.
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2.3. Technology and Tools
CRM.COM is designed for mission critical environments, for high volumes, large
user base and high availability with near zero downtime. CRM.COM is a strong
supporter of Java EE and Linux but also of Microsoft technologies and uses
multiple application servers to achieve performance and availability.
CRM.COM is designed with enterprise class security and controls. For example
you can define various user roles, assign them to users and then define the
allowed functions for each role.
Additionally, an area where CRM.COM excels is in the number of tools it
provides. These tools allow the operator to be more efficient and productive in
areas such as reporting and data extraction. The following list outlines the main
tools provided as part of the standard software release:
The embedded Jasper Reports™ tool allows for easy definition of new reports.
The scheduling of reports allows for the reports to be scheduled and sent by email to users on the desired frequency.
The embedded data extraction tool allows for the easy definition of import and export templates.
The screen below shows the Import and Export tools via the Data Integration module.
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Reward Scheme A
Reward Offer A1
Award Conditions A1
Spend Conditions A1
Award A1
Allowed Organisational
Units A1
Reward Offer A2
Award Conditions A2
Spend Conditions A2
Award A2
Allowed Organisational
Units A2
Reward Scheme B
Reward Offer B1
Award Conditions B1
Spend Conditions B1
Award B1
Allowed Organisational
Units B1
3. Supported Processes
CRM.COM automates all the key processes of the reward scheme operator. The
following sections cover and explain these processes.
The Rewards application has a multi-tier approach, including the Reward
Schemes, the Reward Offers along with the award and spend rules for the offers
to be applied. Each Reward Offer constitutes of an award offering which defines
the cashback that the customer receives for his qualified transaction that meets
the reward offer conditions. CRM.COM allows for multiple schemes to run
concurrently. The structure of the tiers is detailed in the diagram below:
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3.1. Scheme Definition
Reward Schemes are used to apply the created offers of the scheme to the
customers that participate to the scheme. The scheme entity has a number of
configurable parameters. Below is a brief explanation of some of the main
parameters:
Name – The name of the reward scheme Alternative code – The alternative code of the reward scheme Description - A description of the reward scheme Life Cycle State – The life cycle state of the reward scheme which can be
effective or not effective. Only effective reward schemes can be offered to reward participants
Effective Reward Offers - A list of effective reward offers which are provided by the specific reward scheme. Only effective reward offers can be provided to customers
Not Effective Reward Offers - A list of not effective reward offers which were provided or will be provided at some point by the specific reward scheme. Only effective reward offers can be provided to customers
Allowed Organisational Units - The organisational units that can use the specific reward scheme
Log Information - Includes the standard log information
3.2. Reward Offers definition
Reward offers are used to define the 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 merchants the cashback can be spent. The reward offers have a number
of configurable business parameters. Below is a brief explanation of the main
parameters:
Number – An auto generated number that uniquely identifies each reward offer
Scheme – The reward scheme that the reward offer belongs to
Type - The type of the reward offer that will determine its business behaviour. Reward offer types are filtered based on the organisational unit of the logged in user
Name - The name of the reward offer
Alternative code - The alternative code of the reward offer
Life cycle state - The life cycle state of the reward offer which can be Effective or Not Effective. By default, reward offers are created as Effective
Description - A description of the reward offer
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Category - The category of the reward offer
Validity - Reward offer validity is used to define the period ranges that the reward offer is valid. By default all reward offers are always valid, unless a validity period is specified. Multiple reward offer validity period can be specified and each one consists of the following:
o Valid From: The date that the offer should become valid o Valid To: The date that the offer should become invalid. This is optional
as an offer can be valid for ever, starting from a specific date
Award - The award that will be given if the offer award conditions are met. The award can be a specific amount or a percentage of the financial transaction amount that triggered the award, although the percentage is not always applicable. This depends on the classification of the reward offer. More specifically:
o Amount or Percentage can be used if the reward offer is classified as: Utilise free capacity Increase Revenue, Transaction Based Increase Revenue, Product Based Reward Loyalty, Transaction Amount Based
o Amount only can be used if the reward offer is classified as: Reward Loyalty, Transaction Number Based Reward Sign Ups Reward Referrals Reward Behavior Reward on Birthday Reward Subscription Maturity Reward Personal Data Completeness Reward Achievements Just Money
Award Conditions - The conditions that should be met in order for the reward offer to be awarded. The award conditions differ based on the reward offer classification
Spend Conditions - The conditions that should be met in order to spend an amount of money that was awarded by the specific reward offer
Log Information - Includes the standard log information
3.3. Award definition
The award is the benefit to the customer for the qualified purchases he makes where the award conditions are met. The award can be a fixed amount or a percentage of the total financial transaction amount that triggered the award. This depends on the classification of the reward offer. More specifically:
Amount or percentage can be used if the reward offer is classified as: o Utilise free capacity o Increase Revenue, Transaction Based o Increase Revenue, Product Based o Reward Loyalty, Transaction Amount Based
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Amount only can be used if the reward offer is classified as o Reward Loyalty, Transaction Number Based o Reward Sign Ups o Reward Referrals o Reward Behaviour o Reward on Birthday o Reward Subscription Maturity o Reward Personal Data Completeness o Reward Achievements o Just Money
3.4. Settlement Process
In cases where the CRM.COM Reward solution is used by an operator such as a
shopping mall or a multi-merchant coalition scheme, the CRM.COM settlement
process provides the appropriate reconcile transactions between the merchants.
Merchants are basically debited (charged) for the awards offered by them and
credited (refunded) for the spends they did. An optional transaction fee can also
be charged against the merchant’s account. The settlement process is
performed at regular intervals as a background process and the corresponding
payment and refund requests can be automatically generated and submitted to
payment systems.
3.5. Batch interfaces
CRM.COM incorporates an embedded, industry leading ETL (Extract, Transform and
Load) application (Pentaho - Kettle). This allows custom integration transformations
to be developed quickly and easily using the window’s drag and drop application.
Once an interface has been developed and tested locally, it can be exported directly
into the CRM.COM application server where it can then be scheduled to run
automatically at the required interval.
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Below is a screenshot of the ETL software. The transformation shown in this
example (settlement process) contains many individual process steps, ranging from
the initial connection to a data source all the way through various logical and
manipulative steps to the output step where new data is written back to a separate
data source.
3.6. Segmentation and Notifications
Segmentation allows the easy creation of customer segments such as “VIP Customers”, “Regional Customers” or customers that have a particular spending habit, where customers are grouped or categorized based on common criteria in order to be used by various business processes of the system as identification conditions or for simple statistical calculations. Segments are defined by adding CRMQL queries. CRMQL stands for CRM.COM Query Language and is a business query language developed by CRM.COM in order to be used to query information within the software.
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Once a segment is defined it can then be used by notifications to notify the contacts
within that segment. Notifications are created through notification runs and are
referring to either a specific accounts receivable or contact information. A
communication is created for each notification, which can be sent by email directly
through CRM.COM or be processed by an external system, through the
communication queue.
3.7. Reports and Dashboards
The CRM.COM reporting tool is an easy to use tool that enables you to design, view
and generate reports in a very simple way. The system is installed with a full set of
standard reports that apply to all areas of the software. Reports are fully web based
and the user can specify data selection criteria, choose what fields to display and
how the data should be grouped and presented.
Once a report has been customised the user can save the configured report where
he has the option to add it to the scheduler. Scheduled reports are delivered by
email to the specified recipient list on the desired frequency.
In addition, a number of graphical dashboards are provided where key management
data is graphically presented, allowing multiple drill downs to the detailed records.
New reports and dashboards can be created and uploaded by key staff of the
operator.
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3.8. CRM.COM Web APIs
A lot of the functions that exist in the software are published as Web APIs. This
allows 3rd party systems to integrate with CRM.COM and access online data.
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