Comarch CRM & Marketing platform is a comprehensive suite of IT solutions and professional services, which helps build and manage loyalty programs, create rich consumer experiences and personalized interactions across multiple customer touchpoints, automate marketing processes, analyze customer and marketing data and finally, boost profits.
This comprehensive, modular platform consists of the following systems:
To provide our customers with more complex support, our domain experts support Comarch’s customers with the following services:
Loyalty Managed Services - Comarch's managed services range includes: Loyalty Consulting, Creative Services, Program Management and Customer Analytics, and offers a broad spectrum of services that can help companies optimize their marketing activities, build strong engagement strategy and manage the entire customer loyalty life cycle.
Loyalty Consulting - Comarch brings its best practices, fresh perspectives and insights to build the optimal model of program operations and to organize processes and program management tailored for businesses of any size within any industry. We help our clients build complete, innovative programs - or revamp existing ones that will enable them to retain customers, increase profits, and create stronger engagement between customers, partners and the brand.
Creative Services - Comarch provides complex services based on measured strategies, high-tech solutions, best practices, “outside-the-box” thinking, and new perspectives to optimize benefits from implementation of the program. Our creative services are based on designing a gamification strategy, setting on gamification program rules, developing customer engagement program management and unique graphical design like: web and mobile versions, leaflets, posters, and TV spots.
Program Management Services - Comarch program managers are highly-qualified professionals with global market expertise specializing in customer relationship management from both business and operational aspects. Comarch supports companies in all processes starting with setting up the initial program to providing guidelines on how to expand and gain access to new market areas and top-class advice for future development and growth.
Customer Analytics - Our confidence and experience regarding analytical projects covers: data gathering, data cleaning and auditing, improving and maintaining data quality, and data analysis. We specialize in: elevating and understanding client needs, identifying purchase triggers, uncovering mechanisms responsible for creating engagement and customer loyalty. We do this by using a variety of methods and approaches taken from scientific practices and background.
Comarch's maintenance services are based on the ITIL v3 standard. Maintenance services include: incident management, event management, and change management. Service centers are located in Toronto, Chicago, Krakow, and Lviv.
Hosting services - includes services necessary for the CRM & Marketing solutions to work stably, efficiently and reliably (server administration on the hardware level, system software administration, Disaster Recovery Center, Backup services). Comarch has its own data centers which guarantee the highest levels of safety, and business continuity. Apart from its own data centers, Comarch cooperates with partners around the world, so it can provide its services on an extensive network of data centers in Europe, the Americas, Asia and the Middle East.
As standard, Comarch currently proposes three service levels:
Support hours – time when support team is available for customer and works on critical issues – depends on chosen service level (see above)
Working hours – time when support team and production team (3rd line support) are available for customer and work on any issue/error/bug or customer’s question.
They differ in:
Comarch training sessions cover all CRM & Marketing applications and modules. The detailed training scope is tailored to particular implementations and adjusted for specific Customer needs.
Our trainings are focused on the following areas:
The training may be enhanced with sessions regarding 3rd party applications, e.g. bug reporting systems, if necessary.
Comarch training team can provide different types of courses including:
The cost of the solution and implementation depends on various factors including: complexity and number of interfaces, number of members (B2C), number of users of the system, the complexity of customization resulting from special needs of the customer. Prices are estimated based on the information provided by clients. Please contact our sales managers who can provide you an offer and prices calculated based on the information provided.
The costs of the solution include:
Comarch CRM & Marketing solutions are offered as:
The platform provides a wide range of configuration options that can be done by non-technical employees including program management, promotions, interfaces, and reporting. Custom development focuses primarily on integration and does not impact the ability to adopt new features or upgrade the platform.
The UI is role-based, clean, and linear; non-technical users can perform a wide range of tasks associated with program configuration, management, marketing, measurement, and reporting. All associated modules are accessible via single sign-on and have a consistent look and feel.
It is equipped with several drag-and-drop wizards, graphical designers, calendars, WYS|WYG editors, charts, and dashboards.
Tutorials, online help, templates are also available to make the system more intuitive and easy to use.
Nowadays CRM&Marketing platform supports over 80 mid-size and large enterprises in more than 42 countries throughout Europe (Poland, Germany, Austria, Switzerland, France, Netherlands, Czech Republic, Slovakia, Slovenia, Russia, Ukraine, Latvia, Romania, Spain, Portugal, United Kingdom, Turkey), North and South America (USA, Canada, Dominican Republic, Brazil, Chile), Asia and Middle East (Malaysia, Philippines, UAE, Indonesia, Vietnam, Reunion). Comarch marketing solutions power retail, oil & gas, telecoms, banks, insurance companies, consumer goods producers, airlines, airports, and car rentals.
Comarch has in its portfolio industry-specific services such as:
Unique Selling Points of Comarch CRM & Marketing platform include:
Comarch Loyalty Management solution was distinguished by Forrester Research and Gartner. Comarch product has been recognized and evaluated in the following reports by analyst companies e.g.:
Comarch CRM&Marketing platform is equipped with an open interface enabling easy integration with external systems. The system can integrate data from various sources including systems like CRMs, ecommerce platforms, industry dedicated integrations (e.g. IBE, DCS, RAS in case of Airline industry) or social media (integration with Facebook and Twitter). The comprehensive range of interfaces enable integration of the Comarch system with any existing infrastructure and 3rd party systems. Moreover the system can process sale transactions online using ISO 8583 protocol or offline from batch files.
Comarch CRM&Marketing platform supports such integration technologies as:
Innovative approach to streamline integration process is also realized by:
REST API – new generation HTTP-based API for external systems integrated with CLM as well as for building modules using CLM data (e.g. customers and partners portal). The API supports the OAUTH authorization standard.
Data Hub - is a new generation tool responsible for streamlining the file exchange process, including automated file format conversion. It allows users to quickly and easily integrate new partners, reducing time and costs of new integrations.
In store App - is an innovative solution for tablets that can replace the standard integration process. It is dedicated for cashiers in retail outlets (possibly also other service points) that are part of the loyalty program and are not integrated with the program through the POS terminal. Cashiers are equipped with a tablet device with installed in-store application. The application allows for accrual, redemption and quick enrollment to the program - all actions performed in real time at the till.
Additionally, supporting product called CSM is a service that gathers information about customer activity on social media platforms and uses this information for detailed analysis of customer data. In the times of tweets, likes and post adding, collecting observations can be an innovative way to understand what is going on in the potential buyers’ minds.
Comarch strategy in the field of loyalty marketing has the following assumptions:
Each time, our product roadmap focuses on extension for both: Customers and Day to Day Operators. This approach allows us not only to capture the needs of different system users but also bring an accurate solution to their challenges. Product development works under an extremely dynamic environment. As the experts, we know that it requires from us flexible, open to constant changes and efficient in delivering high quality products that matches requirement changes, customer turnover and technology innovation. That is why we follow the agile methodology as our development strategy in R&D to ensure rapid and flexible response to industry changes that is beneficial to our clients. Product managers dedicated for each system gather and analyze ideas regarding new features and enhancements from multiple sources, starting from existing clients and prospects, consulting, sales, developments, support teams, conferences and industry events to market trends & reports. A very important role to play:
Comarch develops the system according to a roadmap which is based on market research, input from the advisory board and our presence at industry conferences. Releases are published regularly. Comarch CRM & Marketing solutions follow the release cycle of major, minor and maintenance releases and patch sets.
The release policy for the system is split into four levels:
For loyalty and campaign management we use Oracle 11.2 or 12.1.
The solution is web based. Common browsers supported (Internet Explorer, Mozilla Firefox, Google Chrome). The frontend for the member portal is device neutral.