IDENTITY MANAGEMENT — CUSTOMER IDENTITY & ONBOARDING PLATFORM
Customer Identity Management Platform —
know the customer, down to the basket.
Capture every customer’s full purchase basket, not just spend. One customer identity powers segmentation, cashback rewards, subscriptions and B2B commerce — the foundation of repeat revenue.
Overview
One customer identity profile — across every channel and every transaction
CRM.COM’s customer identity management platform goes beyond login and authentication. It links identity to purchases, interactions, segmentation and omnichannel communication — allowing businesses to capture every customer event online and in-store and turn it into meaningful engagement.
- Single, trusted customer profile built in real time across all channels
- Identity linked to purchases, rewards, subscriptions and community
- Secure in-person payments via QR code and OTP authentication
- Basket-level purchase data captured and fed to segmentation instantly
- Starting point for long-term customer relationships across all CRM.COM applications
Customer touchpoints
Branded app
Web portal
POS / in-store
Apple / Google Pass
Single customer profile
- Identity & authentication
- ✓
- Purchase history
- ✓
- Segments & tags
- 7 active
- Wallet & rewards linked
- ✓
eWallets & Promotions
Subscriptions & Commerce
Business Communities
BASKET LEVEL IDENTITY
Most platforms know what a customer spent.
We know what they bought.
A platform that records “€42 on Tuesday” can only ever offer generic value back. One that records a prepaid data top-up at 8am, an EV charging session at a specific station, or a grocery basket with three items on promotion can offer something the customer actually wants.
Basket-level purchase data flows into segmentation in real time, from whatever POS or channel the transaction happened on — feeding personalised offers, supplier-funded promotions, AI recommendations, and the RFM/LTV scoring that tells you who’s worth keeping.
It’s the foundation of repeat revenue, and it’s the thing most identity and loyalty tools never capture.
BASKET-LEVEL EVENT [illustrative example]
Customer David Smith Gold tier · Verified
Top-up amount €10 5GB data bundle
Channel App · 8:02am
Plan Auto top-up · Monthly
Segment High-value · Frequent top-up
Referred by Sophia Rowland
Identity Management Services
Five services. One connected identity.
S1
Register & AuthenticateRegister and authenticate every customer with ease.
Enable secure onboarding and identity verification — natively with CRM.COM or via OIDC. Manage customers, contacts and authentication from one platform. Empower your audience with Contact Communities — letting contacts self-create groups, assign access rights and define wallet or usage share.
- Native CRM.COM authentication or OIDC integration
- OTP-secured identity verification at POS and in-app
- Contact Communities — self-managed groups with wallet sharing
- Single trusted customer profile across all channels
Auth methods
4+
OIDC · OTP · QR · Pass
Onboarding time
<60s
Customer registration
- Identity standard
- OIDC compliant
- Contact Communities
- Self-managed groups
- Wallet sharing
- Per group · Per member
- In-person auth
- QR scan · OTP
S2
Apps & Self-Service APILaunch branded no-code apps and self-service portals.
Let customers register, manage and transact through CRM.COM apps, web portals or mobile passes. Or use the CRM.COM Self-Service API and keep or develop your own front-end. Allow customers to use your branded apps to identify themselves and spend at external systems — POS, kiosks and more — via QR code scan or OTP.
- Branded mobile app and web portal — no-code configuration
- Apple Wallet and Google Wallet passes — QR registration
- Self-Service API — use your existing front-end or build your own
- Customers identify at POS via QR code or OTP in seconds
S3
BI & SegmentationReal-time customer data segmentation — powered by RFM and LTV.
Capture every customer event to build rich, dynamic segments. Power personalised pricing, rewards, promotions and subscriptions based on real-time data and actionable insights. Every purchase, referral and interaction feeds the segment engine automatically — no manual exports, no lag.
- Real-time event capture — purchases, referrals, interactions
- Dynamic segments updated automatically as events occur
- Segments feed promotions, pricing, rewards and subscriptions
- Actionable BI insights across all customer touchpoints
- High-value customers 4,820 membersSpend >€200/mo · 3+ visits · Active 30d
- At-risk churners 312 membersNo visit in 45d · Previously frequent
- New sign-ups ↑ 284 this weekRegistered <7d · First purchase pending
- Total active segments
- 24 segments
- Segment update
- Dynamic
AI Visualisation — Analytics
[Illustrative example]
"Show me total cashback awarded per contact segment over the last 3 months"
AI generated chart
Jan – Mar 2026 · Total cashback awarded €84,210
Save results as contact segment
Platinum — high cashback
1,240 contacts · Use for reward offers
Lapsed — re-engagement
3,870 contacts · Use for communications
AI Visualisation
Ask a question. Get a chart. Take action.
CRM.COM's AI Visualisation turns plain language questions into instant data charts — no SQL, no BI tool, no waiting for a report. Ask anything about your contacts, rewards, purchases, or subscriptions, and the AI surfaces the answer as a visual you can act on immediately.
- Type your question in plain language — AI generates the metric and visualisation instantly
- Four chart types: bar, stacked bar, line, and pie — switch between them in one click
- Filter, group, and compare across any time range — today, weekly, monthly, or custom
- Save query results directly as a Contact Segment for targeted reward offers or communications
- Export raw data or chart results for deeper analysis outside the platform
S4
Omni-channel CRM Unify sales, activity management and service automation.
Manage interactions, service requests and customer communications through a configurable CRM suite — built for speed, scalability and operational efficiency. Operate through sales, activities and service requests, enhanced with extensive operational and billing automations for seamless end-to-end execution.
- Sales pipeline and opportunity management
- Activity and task management with follow-up automations
- Service request ticketing with SLA-driven workflows
- Billing and operational automations built in end-to-end
Ticket #SR-4821
Open · SLA 2h
Billing charge not recognised
"I was charged €42.00 on Friday but I don't recognise this transaction. Can you help explain what this is for?"
"Hi David, thank you for reaching out. We've reviewed your account and the €42.00 charge on Friday relates to your Premium plan renewal on 23 May. A receipt was sent to your registered email. Would you like us to resend it?"
Acme Corp
€12K
TechBase
€28K
RetailCo
€45K
Nexus Ltd
€60K
AI Communications
Write your campaign brief. AI writes the message.
Creating personalised communications at scale used to mean hours of copywriting. CRM.COM's built-in AI content generator lets you describe what you want to say — and instantly produces ready-to-send email, SMS, or in-app content tailored to your audience and tone.
- Describe your intent in plain language — AI generates a full, polished message
- Works across Email, SMS, and in-app push notification channels
- Generated content supports personalisation tags — contact name, wallet balance, order details and more
- Multi-language support — create content for each language in a single Communication Plan
- Edit, regenerate or save as a reusable template — full control stays with you
Communication Plan — Content [illustrative example]
Email
SMS
In-App
English
Use AI BETA
Your prompt
"Write a friendly re-engagement email for Gold tier customers who haven't purchased in 30 days. Mention their wallet balance and offer a 10% cashback incentive."
Generated email
Hi #contact.name,
We've missed you! You still have #wallet.balance waiting in your wallet — and we'd love to give you a reason to use it.
As a valued Gold member, enjoy 10% cashback on your next purchase. Valid this week only.
S5
Customer Events Capture every event and monetise every interaction.
From purchases to referrals, every customer event is captured — online and in person — feeding CRM.COM in real time to enable rewards, billing and personalised experiences. CRM.COM applies sophisticated rules to grant rewards and wallet benefits automatically, without any need to modify external systems such as POS.
- Every purchase, referral and interaction captured in real time
- Online and in-store events unified in a single event stream
- Sophisticated rules engine — rewards granted automatically
- No POS modification required — events submitted via API
- Events captured today
- 2,840
- POS modification needed
- None
CRM.COM Applications
Four applications. One unified platform.
Identity Management is the foundation. Every other CRM.COM application builds on it.
Current
Identity Management
Customer registration, authentication, segmentation and omnichannel CRM.
Application 02
eWallets & Promotions
Digital wallets, cashback rewards and personalised promotion management.
Application 03
Subscriptions & Commerce
Recurring billing, usage-based charging and commerce management.
Application 04
Business Communities
B2B partner ecosystems, marketplace commerce and automated settlement.
Ready to unify every customer identity across all your channels?
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