# analyzing-crm > Rinsed CRM product features and ROI analysis including NPS surveys, customer feedback, ratings, marketing campaigns (email/SMS delivery, open rates, click rates), online sales, downsells, member offers, family plans, contact lists, opt-outs/opt-ins, and customer portal usage. Nested skills: analyzing-nps.md, analyzing-marketing.md, analyzing-online-sales.md, analyzing-downsells.md, analyzing-member-offers.md, analyzing-family-plans.md, analyzing-contact-lists.md, analyzing-marketing-opt-outs-ins.md, analyzing-member-portal.md - Author: austin-e - Repository: austin-e/massimo-pi - Version: 20260201020547 - Stars: 0 - Forks: 0 - Last Updated: 2026-02-06 - Source: https://github.com/austin-e/massimo-pi - Web: https://mule.run/skillshub/@@austin-e/massimo-pi~analyzing-crm:20260201020547 --- --- name: analyzing-crm description: "Rinsed CRM product features and ROI analysis including NPS surveys, customer feedback, ratings, marketing campaigns (email/SMS delivery, open rates, click rates), online sales, downsells, member offers, family plans, contact lists, opt-outs/opt-ins, and customer portal usage. Nested skills: analyzing-nps.md, analyzing-marketing.md, analyzing-online-sales.md, analyzing-downsells.md, analyzing-member-offers.md, analyzing-family-plans.md, analyzing-contact-lists.md, analyzing-marketing-opt-outs-ins.md, analyzing-member-portal.md" --- ## About this section The goal of the CRM product is to help customers reduce churn, gain visibility into their analytics, and improve operational ease. Rinsed tracks data around a number of features that this section will provide an overview of, as well as how they layer into a return on investment formula that can be performed on a tenant basis. ## Context on the CRM The CRM is a ruby based web app powered by data integrations between Rinsed and the operator's point of sale. The CRM allows operators to create marketing audiences, look up members and statistics about their wash usage and LTV, create group plans, create promotions, online sales configurations, and access in depth analytics dashboards covering all manners of operator metrics. Operators are typically curious as to their Return on Investment for CRM. Rinsed measures this by identifying areas of incremental revenue attributed to Rinsed features and measuring this over time. For example, if customer created a Downsell plan on Rinsed, and a member accepted the Downsell offer - Rinsed will attribute that member's go forward recurring revenue as Rinsed driven revenue from now on. ## CRM Features and Adoption Definitions To understand which features a customer has adopted we have a table called `analytics.internal.fct_feature_adoption` that, for each tenant, contains logic for top, middle, and bottom funnel activations onto each feature. We will include the specific definitions in this section. #### **Dunning** Dunning refers to Rinsed's messaging and monitoring towards members whose credit cards are on the verge of expiring. This is a feature that we turn on immediately for tenants to help them realize value in churn reduction as soon as possible. #### **Marketing** Operators can manage marketing campaigns for email and text directly through Rinsed. Members will leverage these tools to deliver brand messaging and promotional offers to both current and prospective audiences. #### **Online Sales** Operators can use Rinsed online checkout forms, and place them on their websites or other mediums, for prospective customers to sign up for memberships on the internet. This allows operators to turn on another sales channel outside of their car wash driveway. #### **Downsells** Operators can surface promotional offers to members that attempt to cancel their membership through Rinsed forms. Typical Downsells will often offer members a discounted price on their current plan for a limited period of time, in the effort to retain the customer for longer. #### **Member Offers** Operators can send current members promotional offers, usually in an attempt to upsell them into a more advanced plan. They will offer the member a higher priced plan, at the price of their current plan, for a limited period of time. At the end of that period, the customer can start paying regular price for the better plan, or can opt out and return to their original plan. Operators use this tool to improve LTV and retention, by trying to reward existing members with discounted temporary plans that help them realize value of better packages. #### **Family Plans** Operators can group memberships from one family into a single plan. Instead of one family paying for four individual memberships, they would be grouped into one membership at a slightly better per car price point. Operators use this tool to improve retention - feeling that giving the whole family a singular membership will improve retention, loyalty, and LTV in the long run. #### **Fleet Plans** Similar to family plans, fleet plans target companies that maintain fleets of vehicles such as transportation companies. These companies will only want to bring their business to services that offer some form of group discount, and offering this can unlock new addressable market for operators. **Analytics** #### **NPS** Rinsed gives operators native net promoter score forms they can send to members to get a sense of their companies' brand and service strength. #### **Opt Outs & Opt Ins** Rinsed tracks marketing opt outs and opt ins across SMS and email as a first-class capability, powering compliant audience building, suppression lists, and analysis of how often customers unsubscribe and later resubscribe. #### **Member Management** Operators can use Rinsed's UI and data to discover member information. #### **Customer Portal/App** Operators can turn on a member portal and progressive web app that their customers can use to edit payment information, adjust memberships, and add new members to their family plans if they have them. ## ROI Calculation ## Rinsed Product Analytics