Customers

Overview

Save time and enable more efficient future service for customers by keeping records of their information. You can create a new customer or modify an existing customer here.

The CRM tab includes:

• Customers
• Customer Groups

Customers

Users create a customer to track customer sales. To create a new customer, the user can provide a customer number or check the box to have it automatically generated. The user provides customer details such as name, address, phone, email (mandatory field), and driver's license and can place the customer in either a frequency-based category or static groups. The user can create a customer on this screen or can modify an existing customer.

Ability to enable the marking of customers as inactive, the system seamlessly integrates the capability to display and access a designated list of all inactive customers in the customer dashboard, ensuring visibility and accessibility for reference and historical purposes.

To view and create customers, navigate to CRM→ Customers. Already created customers will be listed here. Users can search for customers by providing details in any of the search fields.

Adding a new Customer

To add a new customer, click on the Add Customer button.

If you wish to add a new customer, leave the Customer Number auto-generated box marked so that you do not end up duplicating any customer records. Complete at minimum their name and email. Complete any other fields which you wish to include. If there are any customer groups to which you wish to assign them, you can do that here. When you are done, click Save. (Note: First/Last name fields max at 20 characters)

Click ‘Save’.

Enable Go Green

By using the Go Green email receipt, we offer a way to reduce the paper trail by giving customers the option of having their transaction receipts automatically emailed to them. 

Receive Marketing SMS

The SMS Marketing feature allows customers to receive promotional messages and updates via SMS. 

Enable Loyalty

Loyalty toggle helps to enable or disable loyalty benefits for specific customers. Enabling loyalty ensures that the customer is eligible for rewards and benefits associated with the loyalty program.

Modify Customers

To modify an existing customer, enter one of the customer details and search to see a list of customers that match the criteria, then press Save after making the necessary changes. 

Click on the Customer Number to open the customer details.

Customer Word Cloud

A word cloud graph is displayed on the customer page which is based on the top attributes and classifications from which the customer purchased. Classification in which customer spent the most is displayed in the bigger size on the word cloud.

Purchase History

This feature makes it possible to see the purchase history of a registered customer.

To view the purchase history of the customer, click on the “Purchase History” tab on the customer profile.

You will see the list of past transaction receipts connected to the customer. Click on the transaction number to see details.

Loyalty History

To view the history of the loyalty points, click on the “Loyalty History” tab. 

Suite Booking

Upon entering the "Suites" tab, users are presented with a comprehensive view of all-suite bookings associated with the customer.

By default, the system loads open event bookings. Users also have the option to search for closed event bookings by selecting "Completed" from the event status drop-down.

Creating a New Suite Booking

To add a new suite booking for the customer, follow these steps:

1. Click on the New Booking button.
   
2. A list of active events and available suites will be displayed.
3. Choose the desired event and suite for the customer.
4. Click the Save button to confirm the suite booking for the selected customer and event.
   

Removing a Suite Booking
To remove a suite booking for the customer click on the Delete icon associated with the booking. On the confirmation pop up click Unassign to remove the customer's booking for the selected suite and event.

Add/Remove Points

Using the Add/Remove points, you can automatically manage the number of points in the Loyalty Program for customers.

Here users can add/remove the existing loyalty by clicking on the Add/Remove Pts button. Current points will be displayed here.

Choose Add or Subtract option and enter the number of points to add or remove.

Hit 'Save'.

Customer Groups

The Customer Group feature is a powerful marketing tool that lets you assign customers to any categories you choose.  This is often used for fundraisers or charity groups, or to identify employees at a nearby company. You can track purchase totals for the group and use groups to define coupon validity or auto-apply discounts/coupons to the group.

A customer can belong to more than one group. 

Navigate to CRM -->Customer Groups

This is where you’ll find all your customer groups, and where you’ll be able to create and edit new customer groups, as per your business requirements.

The search box enables you to search for a Customer Group by name.

Types of Customer Groups

We have a couple of options for defining Customer Groups.

1. ​Static Groups​
2. ​Frequency-Based Groups
   • Frequency Based - Gross Margin
     Create a group based on your most profitable customers
   • Frequency Based - Sales
     Create a group based on the dollar amount of sales
   • Frequency Based - Transactions
     Create a group based on the frequency of visits/sales transactions

Creating Customer Groups

The creation of Customer Groups via the back office is relatively simple. Start by navigating to the menu --> CRM --> Customer Groups.

Static Group

Go to CRM-->Customer Groups -->Create Customer Group --> Static Group --> Create

Users can create a static group to provide special recognition to customers within these groups. Customers may belong to more than one group. Groups can also be designated as VIP groups giving all customers in that group VIP status.

1. On the left menu of the portal, click CRM-->Customer Groups, and at the top of the screen, click Add Customer Group.
2. Navigate to Static Group and click on the Create button to add a new group.
3. Give a name to the new group.
4. Save your changes.

Examples of groups can be regions where customers are from or consist of the customers that enrolled during a certain promotional period. When creating a customer, the user has the option to put the customer into one or multiple static groups. This function allows users to track sales and understand the buying patterns of different consumer markets.

If a customer is in multiple static categories, the customer is only eligible for one discount and the discount applied will be the one associated with the customer group last created (typically the one with the highest Customer Category ID).

Notice: This may not be the customer category with the greatest savings.

All that is required to create a group is to name the group and designate if it has VIP status or not.

Pricebook: Choose a price book from the drop-down and assign it to the customer group. This is used primarily to offer special pricing or discounts based on the static customer group. This is the highest level and if the price book applies to the customer, this one will be in place for the transaction (even if another discount is for a greater amount)

Customer Group Report

A report based on the customer group will be generated. This will allow you to see the sales figures for the selected group.

Frequency Based Groups

Go to CRM -->Customer Groups -->Create Customer Group --> Frequency based (Gross Margin/Sales/Transactions) --> Create

You can create a Frequency Bases Customer Group, where customers are added to the Customer Group based on qualifying for the group. Multiple levels can be defined, as well as the date range for qualifying.

Three options for defining your Frequency Based Customer Group

• Gross Margin

  Based your group on your most profitable customer

• Sales

  Based your group on the dollar amount of their sales with you

• Transactions

  Based your group on the frequency of visits/sales transactions from your customers

Customer activity can be tracked based on Gross Margin, Sales Volume, or Transaction Count. Within each group, there can be many levels.

Select the tracking level you wish to establish, this will display the screen to define the group.

Defining the Frequency-Based Group

• Select which Frequency Based Customer Group you want to create and click the  Create button
• Group Name: The Customer Group’s name. Always important to have a name that is easily definable.
• Active From: Date Range for Qualifying - Set the start date and select either rolling 12 months or Never reset.
• Level Description: Name of the level
• Set the minimum and maximum for qualifying for each level
• VIP: Designate if the level will qualify the customer as VIP
• Press Save when you are done.

Assigning Customers to Customer Groups (Static)

After creating the customer groups, Go to CRM --> Customers section and select a customer to view their details, once selected you can assign them to a particular customer group you have created.

Search for customers (if already created) and select the customer. When creating new customers, enter the customer details in the fields provided.

Navigate to the Customer Group section at the bottom and click on + Assign Static Group and select the customer group from the drop-down.

Time-Phased Customer Group Assignment

To configure Start Date and End Date to Customer Groups, navigate to:

CRM → Customer → Info → Customer Groups

From here, user can define the Start Date & Time and End Date & Time.

How It Works?

• A group becomes active automatically when the Start Date & Time is reached.
• Before the start time, the group appears as Inactive.
• Once the End Date & Time is reached, the group automatically moves to Expired status.
• Expired Groups are moved to the Inactive Section.
• Show Inactive toggle allows the users to view expired or inactive groups when needed.

This ensures that memberships align precisely with their valid time period, without requiring manual activation or removal.

Customer Group Word Cloud

A word cloud graph is displayed on the customer group page which is based on the top attributes and classifications from which the customers from a particular group have purchased. Classification in which customer spent the most is displayed in the bigger size on the word cloud.

Tags 

Tags can be assigned to Customer Groups from this section

Navigate to CRM -->Customer Groups

You’ll find all your customer groups listed here, select a customer group and navigate to the bottom of the page.

Select the tags which are already created from the suggested list or simply click on the +Add New button to create a new tag.

Marketing

You have the option to enable/disable SMS marketing for the customer by navigating to the Marketing section. Toggle the button to turn on and this will automatically turn off when the customer opts out of the campaign.

Group Level

The Group level section will display all the customer group levels where the customer is assigned.

 

Communications

The communication tab encompasses two distinct sections: text messages and notes. To facilitate seamless navigation between the two, a toggle functionality has been implemented, allowing users to effortlessly switch between Text Messages and Notes

Text Message

Merchants have the option to send messages instantly to customers and respond to them. A consumer response can be solicited by the merchant or initiated by a consumer. Good customer response is an essential asset for an organization and directly or indirectly always helps them to grow substantially in business.

We also support a predefined message tag feature that simplifies the process of sharing a customer's wallet URL in text messages. Instead of manually typing or pasting the URL each time, users can use the "Customer Wallet" tag to auto-populate the wallet URL in the message field.

1. Navigate to CRM→ Customers → Select Customer → Text Message tab. If the mobile number is  already saved for the customer, it will automatically populate on the Mobile number field.
2. Type in the message in the text box
3. Hit Send Now

If you have any unread messages from customers, they will be displayed on the Customer Dashboard

Dealing with responses intelligently is very important as small misunderstandings could convey unalike perceptions. Success totally depends on understanding and interpreting these and then working out to provide the best solution.

Notes

Notes has been introduced to empower users with the capability to add, edit, and remove notes associated with individual customers through the console. These notes serve as a repository for pertinent information about the customer, including preferences or any special considerations.

Customer Dashboard

Go to Menu —> Dashboards —> Customer tab.

This dashboard will give you a real-time overview of your customer's actions on your business. This data will let you find out who your important customers are, make informed decisions about your marketing efforts, measure the success of your business, and prevent poor customer satisfaction.

Merchants can see customer feedback responses right from their dashboard to better understand what’s working and what could be better.

Use this dashboard to track key metrics and learn what can be improved in your business:

• Learn your store's overall rating and how successfully you are running
• Track your Top Customers, newly added customers, and returning customers
• Track how many survey responses you received 
• Gauge how your surveys affected the app's rating
• View responses/ratings that need the most attention

CRM filters let users filter the dashboard by selecting the date range from the appropriate drop-down. The user then clicks the Filter button. Or users can you select a relative date option (Current Week, Previous Week, Current Month, Previous Month, Current Year, Previous Year)

You may click on the arrow icons that say View Details below the box to look at a more detailed view.

Top Customers

This displays the top five customers with their names and the sales you have generated from them based on the date range you've selected. Clicking on the arrow will take the user to the customer page. Clicking on the symbol to the left of any customer name will bring up their customer details.

Top Customer Groups

This helps you review your customer groups and their activities. This tab includes the Top Five Customer Groups with their name, transaction amount, average markup & average markdown percentage. Clicking on the symbol to the left of any customer group name will bring up the group details with a Customer Group Report generated for the date range selected.

Returning Customers

Returning customers are the customers who have already purchased something in the past, and are returning in that time period. You can view a graphical representation of this on the customer dashboard.

• New Customers: Customers who made their first purchase within that time period.
• Returning Customers: Customers who have already purchased something in the past, and are returning in that time period.
• Total Returning Customers: Total number of customers who have already purchased something in the past, and are returning in that time period.
• Returning Customer Rate:  Return customer rate represents the proportion or percentage of your company's customers who stick with you within a specific period. (Number of customers who have made a purchase before / total number of customers)*100
• Average Return Time: Average days customers are returning

Customer Word Cloud

A word cloud graph is displayed on the customer dashboard which is based on the top attributes and classifications from which the customers purchased. Classification in which customers spent the most is displayed in the bigger size on the word cloud.

Overall Store Rating

This provides an overview of the store's ratings and review dynamics, as well as insights into the efficiency of your business and performance. 

Click on the View Details —> button to navigate to the Store Details page.

If you have multiple stores, choose the specific store from the drop-down box.

Detailed View of Survey Responses 

Click on the View Details link to view the details of customer survey responses. 

A pop-up will appear which will show all the responses received from customers.

This will show the details of CSAT / NPS / text survey responses as Happy/Very Happy/ Bad. Survey rating smiley will be based on positive/neutral/negative ratings.

Response Summary

The summary of all the responses received for the particular store can be obtained from the Response Summary page. Click on the link to navigate to the page.

Go to each rating (Positive/Neutral/Negative) tab to view the responses separately. Each rating will have 3 tabs, Summary, Questions & Individual.

Summary: This will list all the responses under a particular rating. For example, if the store got 100 positive responses, it will show all the responses under summary.

Question: This has the option to choose a particular survey question from the dropdown and sort the responses.

Individual: This tab will sort responses based on Customers. It have the option to choose customers from the dropdown which will list the responses given by that particular customer.

How to Measure Customer Satisfaction?

Customer satisfaction and loyalty is a crucial factor that determines key business benefits like increased market share, lower costs, or higher revenue. 

There is a close connection between customer satisfaction and business performance. Therefore, there is no doubt that you want to make sure your clients are happy with your products and services.

The best way to find out if you meet customer expectations is to get their feedback. 

Customer Satisfaction Score (CSAT)

By using rating-based questions, you can easily estimate the satisfaction score and consequently predict your company’s financial health.

These scores can be used for various analytics as well as for understanding the sentiment of the customers

• If the score lies between 1 <= Score <= 2.49, the response will be considered as       Negative Score
• If the score lies between 2.5  <= Score <= 3.49, the response will be considered as      Neutral Score
• If the score lies between 3.5  <= Score <= 5, the response will be considered as          Positive Score

Net Promoter Score (NPS)

It is the most accurate metric that helps to measure, manage and improve customer satisfaction. The metric is based on one simple question that finds out “how likely it is that a customer would recommend a brand to a friend”. 

The response options for the loyalty questions are based on a 0–10 point rating scale, with 0 representing extremely negative and 10 representing extremely positive. 

As it is a simple methodology every business can apply it in customer satisfaction management.

How to calculate NPS?

NPS is calculated by subtracting the percentage of customers who answer the NPS question with a 6 or lower (known as ‘Detractors’) from the percentage of customers who answer with a 9 or 10 (known as ‘Promoters’).

Net Promoter Score Scale: Detractors, Passives, Promoters

In the Net Promoter system, customers are categorized into three groups—promoters, detractors, passives—depending on how they answer the standard “how likely are you to recommend us” question:

Promoters (score of 9 and 10) represent a company’s most enthusiastic and loyal customers: these people are likely to act as brand ambassadors, enhance a brand’s reputation, and increase referral flows, helping fuel the company's growth.

Detractors (score of 0 to 6, included) are unlikely to recommend a company or product to others, probably won’t stick around or repeat purchases, and—worse—could actively discourage potential customers away from a business.

Passives (score of 7 or 8) are not actively recommending a brand, but are also unlikely to damage it with negative word of mouth. Although they are not included in the NPS calculation, passives are very close to being promoters (particularly when they give a score of 8), so it always makes strategic sense to spend time investigating what to do to win them over.

Depending on how many and what kind of answers you get, your NPS score can be somewhere in the -100 and 100 range. Anything under 0 is usually a bad sign, a score between 0 and 30 is normally a good score, a score between 30 and 70 is a great score, and anything over 70 means you have very high loyalty levels.

Feedback

User can setup and manage the feedback messages shown on CDS and emails and setup surveys based on customer ratings here.

Click here for more information: Feedback

Customer Info Capture

This feature enables venues to capture customer contact information during transactions without requiring the creation of a full CRM profile. 

With CRM Capture, businesses can collect basic customer details during checkout and choose whether to store data only with the transaction or as a customer profile.

Merchants can configure how customer data is collected through the Customer Info Capture settings.

How to configure this from console?

Navigate to CRM → Customer Info Capture

• Enable Customer Info Capture (toggle, disabled by default): When enabled, a pop-up appears during checkout to collect basic contact information. Only when this toggle is enabled user will see further configuration details.

Configure Customer Info Capture

• Save as Customer Profile (toggle, disabled by default): Enabling this saves customer information as a profile. Disabling it keeps the information tied only to the transaction without customer profile creation.

  • This setting controls how captured customer information is stored during checkout.

  • When OFF (Default):
    • Customer details are saved only with the transaction (receipt)
    • No customer profile is created
    • Best for quick data capture without building a customer profile
  • When ON:
    • Customer details are saved as a full customer profile in the system
    • The customer can be reused for future transactions, loyalty, and marketing
    • First Name becomes mandatory for profile creation
• Information to collect: Merchants can configure what information to be collected at the checkout. Options available are: First Name (first name is mandatory to add when Save as Customer Profile is selected as it is needed for customer creation), Last Name, Email Address, Phone Number, Country, State, City, Zip Code. 
  • Atleast one field must be selected to save configuration.
• Header Text (Max 100 letters): User can add a title to the pop-up at the checkout.
• Logo Image (jpeg/png): User can upload image to the pop-up at the checkout.

Articles in this section

• Item Import Field Descriptions
• Overview
• Merchant Onboarding
• Navigation Bar
• Reports
• Items
• Settings
• Dashboard Overview
• Company
• Register

See more