System Location: Member-Services / Clienteling Services
Clienteling Services (formerly known as Member Lookup), is the "control center" for all tasks specifically associated to a single member account.
- Enrolling Members
- Retrieving Members
- Member Information
- Hot Note
- Sublinks (Left Module)
- General Info
- Contact Settings
- Account Settings
- Id Maintenance
- Expanded Settings
- Member Tracking
- Analysis & Statistics
- Statements & Exports
- Point Adjustment
- Point Transfer
- Manual Transaction
- Promotion Code Entry
- Issue Reward
- Issue Variable Reward
- Add Interaction
- Accept Terms of Service
- Quick Tools (Bottom-Right Module)
- Extended Modules
- Alerts & Actions (Bottom-Right Module)
New members can be enrolled via this page using three methods:
- Enroll Member - Includes the full array of enrollment information available for data input.
- Quick Enroll Member - Presents a scaled down version of the enrollment form.
- Enroll Similar (Quick Tools) - Begins the full enrollment process for a new member, inheriting contact information from the currently retrieved member.
Furthermore, in the event that an existing member or prospect is in the database, but not enrolled into the currently selected program (using the program dropdown in the bottom-right of the page), the "Enroll Into Program" link can be used after the account has been retrieved.
A member can be retrieved by using various search methods that can be selected within the dropdown to the right of the "Search for" text box. This search method automatically defaults to the option selected within the current user's My Defaults page.
Searching for members begins by accessing the "Search View" using the [Search View] link at the top of the page.
Once the search string and method have been selected, click the "Search Now" button to begin the search.
If there is an exact match, the member account will be retrieved. In the event that there are multiple results, click the "Select" button next to the appropriate account within the search grid.
When a member has been successfully retrieved, their account information for the program selected in the "Program" dropdown will be displayed. All Id and demographic information that is presented will be of the highest ranking type (primary, secondary, other), which is configured within the item type itself. If there are multiple entries of the same item type rank, the newest will be listed.
Other account-specific information listed includes:
- # Active Ids - The number of account Ids currently set to an "active" status.
- Last Note - The timestamp of the last note that has been added. If a note was added in the past 30 days, this will be highlighted.
- Last Case - The unique Id and timestamp of the last case added. If a case was added in the past 7 days, this will be highlighted.
- Preferred Host - The user that is currently set as the preferred host.
- Total Nights - Total nights stayed via the reservation functionality.
- Last Active Date - The most recent activity timestamp of a received transaction with an associated transaction type that has an analytics setting to consider recipients as an "active" member.
- Lifetime RFM - Reflects the members' current program RFM value.
- Profit - The sum of transaction profit subtracted by the sum of internal cost ("your cost") for all rewards issued.
- Point-of-Sale Spend - The total amount of retail value on transaction types within the "general merchandise" and "food and beverage" categories.
- Parimutuel Wagered - The total lifetime amount of parimutuel wager.
- Pending Rewards - The amount of rewards that the member has in a delivery pending status. If a user has "Edit" permission to this page, they will have access to the "Deliver" link that can deliver and allow a paper copy or message to be generated.
See the Point Totals article for more information regarding point-related terminology. Additional point expiry info is available when "future" point expiration data is available.
The "hot note" acts as an alert message for a member account. Only one hot note can be stored per account and is displayed underneath the "Hot Note" heading in the center of the page. To alter this note, use the (Change) link.
Management of physical addresses, phone numbers, and email addresses.
Management of contact "opt-out" settings, customer web portal password, preferred delivery method, device PIN, preferred language and social networking parameters.
Main Article: Id Maintenance
The Id Maintenance page allows for changes to the account Ids associated with the member account.
Management of club assignments; adding and/or removing the member from club(s).
Management of member custom fields.
Management of member descriptor assignments. The assignment date of standard member descriptors can be viewed by hovering over with the cursor and can also have their expiration dates altered by users with the appropriate permissions. Member import descriptor assignments can also be viewed.
Functionality that allows external files to be attached to the member account (i.e. personal photo, license scan).
Management of head of household functionality.
Management of simple notes associated to the account. Notes can be modified later to append additional information.
Main Article: Case Management
Displays and allows management of cases that the member is directly associated with.
View and manage previously issued transactions. More details can be ascertained by clicking the "View" or "Edit" link next to the associated transaction. Transactions can also be marked as canceled within edit mode.
View and manage previously issued rewards. More details can be ascertained by clicking the "View" or "Edit" link next to the associated reward. Rewards can also be marked as redeemed or canceled within edit mode.
View and manage previously issued coupons. More details can be ascertained by clicking the "View" or "Edit" link next to the associated coupon. Coupons can also be marked as redeemed or canceled within edit mode.
View coupons, rewards, transactions, expirations and interactions within one grid.
View details about all previously issued interactions.
View details about campaigns that the member was included within.
View details about "one off" non-campaign, non-offer related messages that the member was sent. Records with missing info are in the process of spending, or were unable to send due to bad contact info and/or configuration.
View previous and scheduled reservations. More details can be ascertained by clicking the "View" link next to the associated reservation.
View segments that contain the member.
Main Article: Referrer Tracking
View previous referrals and also generate referrer codes (dependent on system configuration).
Main Article: Promotion Activation
View all information related to promotions that the member has opted into.
View details regarding changes made to member's account, such as: updating the member's address, adding their birthdate, changing their name and adding/removing them to/from a loyalty club. Information displayed includes the timestamp for the change, the user who made the change and the details added or updated.
Movement for ranking sets with logging enabled, will display within the grid.
View sums by transaction type and program for the account lifetime or over a date range. The top grid will always display lifetime, while the bottom grid will display totals over the specified date range after the "Execute Filter" button is clicked.
View parimutuel wagers summed by parimutuel track over a date range. The grid will display totals over the specified date range after the "Execute Filter" button is clicked.
View retail spend totals and trends for the member for each month, over the past 24 months.
View earned points totals and trends for the member for each month, over the past 24 months.
View transaction totals grouped by location. The top grid will always display lifetime, while the bottom grid will display totals over the specified date range after the "Execute Filter" button is clicked.
View product-level purchase details over a date range. The grid will display totals over the specified date range after the "Execute Filter" button is clicked.
View yearly point totals for the specified calendar year.
Displays a chronological timeline of the system actions that altered a players available point balance.
PDF reports are available for the retrieved member, that provide printable options of various activity grids.
Summary-based data exports are available for the retrieved member that provide a flexible option for analyzing data outside of the platform.
Main Article: How To - Manually Delete a Member
Deletion of a member account and its associated information is permanent and cannot be reversed.
Main Article: How To - Combine Member Accounts
Member combines are used to completely merge two accounts into one. The "least important" account should be retrieved first, before proceeding with the combine function.
The "Process Reward" links allow for the manual processing of pending reward issuance that would normally require intervention by the member to trigger these processes.
This link will re-calculate this member's level assignment status within a specific member ranking set that is selected on the following page. This function is not immediate and may take time to complete as there may be other jobs scheduled ahead of it.
Allows for on-demand execution of external synchronization methods for this member account.
Executes transfer of a "password help" message to the member for password recovery.
Main Article: Point Adjustment
Issues points to the member, without associating it with a known transaction type.
Main Article: Point Transfer
Allows for transfer of points between the selected member and another member. The other member will be selected on the following page.
Main Article: Manual Transaction
Issues a transaction to the member, using a known transaction type.
Submits promotion code(s) on behalf of the member for following promotions:
Main Article: Issue Reward
Manually issue a variable reward.
Manually adds an interaction to the retrieved member.
Allows users to accept "terms of service" on behalf of the member and issues the related interaction. If the item is disabled, either the user does not have permission or the member has already received the interaction.
Provides a one-click shortcut to the "Add" page within Id Maintenance. Suitable for adding an additional account Id to the member account.
Begins the full enrollment process for a new member, inheriting contact information from the currently retrieved member.
Displays the current member's current eligibility status for available reward selections (Example: How many points the member needs to receive a particular forced reward). This list is sorted by points needed ascending, point value descending. Note, this page does not display rewards with an expiration date that has passed.
Begins the task creation process for a new task associated to this member account.
Begins the case creation process for a new case associated to this member account.
Extended modules are now available on the Clienteling Services page and can be configured for display within Clienteling Settings. Items such as descriptors, ranking sets, and groups, need additional configuration within their respective item pages in order to include them within the modules.
Linked items displaying underneath this subheading depend on the current status of the retrieved account. Clicking the links will begin the process of remedying these issues.