Loymax CRM
Loymax CRM is a proprietary CRM system that is based on customer segmentation methods.
Loymax CRM allows to create a comprehensive customer profile, including their shopping history and purchasing power.
Various sources of customer data are used to form a customer base:
The customer database is updated throughout the entire customer lifecycle and contains the following data:
- Personal details – the customer's personal data is filled in the Personal Account by the customer or by the Call Center operator during registration. The System allows to create an application form of any complexity with any set of questions and tailor it to the specific business needs.
- Contacts – confirmed phone number, email, messenger, social network accounts. This information is also used for customer identification in the Loyalty Program.
- Subscriptions and message history - setting up notifications through various communication channels to which the customer has agreed or unsubscribed, including messages with the send date and delivery status.
- Cards and accounts. Card is a physical or virtual customer identifier that has a category, type, number and state. The System stores the history of card replacement and information about cards arranged in a group. Account is a virtual bonus account containing an activated (available for payment) and non-activated balance in a certain currency (bonus points, stars, etc.). The account information contains details on the number of bonus points to be activated or expired by time periods. One card can contain several accounts, and an account can be linked to several cards, including cards of several customers (in case of card merging).
- Purchase history – information about all customer purchases, including outstanding and canceled transactions on all cards with the possibility of providing a detailed breakdown to a triggered offer per each receipt position and search by date, point of sale, receipt number or card number.
- Customer history – information on confirmed transactions performed on customer cards — accrual and deduction of bonus points, discounts, and additional accruals/deductions (e.g. for activity within the Loyalty Program).
- Audit - information about customer’s actions in the Personal Account (change of personal details, contacts, subscriptions, activity in social networks, friends' invitation).
- Support service – history of the message exchange between customer and the Call Center operators.
- Promotional content – offers configured in the MMP and displayed to customers in their Personal Account (on the website, in the Mobile App).
- Favorite Products – personal products for the purchase of which customers can receive higher preferences.
- Coupons – coupons issued to customers as part of promotional offers and redeemed upon purchases.
- Statuses – current level of the customer in the status systems used.
Some of this information is stored in the customer attributes. Interaction with customers through the Loyalty Program is carried out based on the values of such attributes.
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