Tutorial: Member Maintenance

Customers are the most important part of any business. In the Zen Portal customers are divided into two distinct but related areas - Loyalty and Marketing. Loyalty customers (members) are given a card that they earn points on and can subsequently spend those points to purchase items as a reward for their loyalty. The Portal's Marketing database is used to survey customers' interests in order to tailor marketing campaigns to better suit their needs. In this tutorial we will discuss the maintenance of your members and describe the process of issuing a card to a new member. The maintenance of your marketing customers is described in another tutorial, but note that the two databases are separate.

Begin by navigating to the Member Maintenance screen. If the Navigation Menu is not in the Loyalty Menu, click on Menus followed by Customer, Services and Loyalty. This will open the Loyalty Menu, which contains several links. Member Maintenance is performed from the Card Maintenance section with the New Card link.

The Member Maintenance screen has several tabs that control the information of a member:

• Name, allows you to enter the contact name and numbers of the member, as well as their email address.

• Address, allows you to enter the member's address.

• Comments, stores information such as referral type, the staff member that signed them up to the member system and miscellaneous comments about the member.

• Card, specifies card details and other general information about the member. An important field in this screen that affects the way in which Loyalty points are awarded to the member is the Points Rule - Follow Card field. If set to true, the points are awarded according to the points per dollar amount specified by the Card Type. Otherwise, points for the member are assigned according to the points per dollar amount specified in the Points tab described below.

• Control, describes how the member allows the Company to contact them and whether they participate in Jackpot prize draws.

• Points, specifies how member points are awarded and redeemed for the member, assuming that the Points Rule - Follow Card field in the Card tab is set to false. If the Points per $ field is set to 1, every dollar spent by the member earns 1 point. The Redeem Points per $ field details the number of points needed to be redeemed by the member to earn $1. The Discount % field allows you to apply a discount percentage to all redemption sales made to the member.

• Transactions, displays a history of transactions made by the member. New members will only display the message "New Card - There are no Points Histories".

• Information, allows you to record the PIN number for the member (which must be verified) and other miscellaneous and custom information about the member. The ten labels in the right hand column can be customised in Company Options to enable you to record useful information regarding your members.

• Groups, specifies the member groups that the member belongs to. New members will only display the message "New Card - Yet to be a member of a group". Existing members can be removed from a group in this screen by clicking on the Remove from this Group link corresponding to the member group that you want to remove the member from.

• Maintenance, allows you to perform various administrative tasks, such as report a lost card, combine cards into a family so that they pool points, and assign the member to a group.

Enter details for the new member in each of the screens and press the Add/Update button to save the new member to the Portal. Use the Find Card button to load a member's details according to the card number entered in the text field provided. You can also search for members by name or card number by opening the Find Member screen from the Loyalty menu under Card Maintenance.

Use the Custom tab in the Find Member screen to search for a member by either surname or card number or one of the letter tabs to view all members with surnames starting with that letter.

Click on a member link to view their details in the Member Maintenance screen. You can edit any of the screens and press the Add/Update button to update the member's details to the Portal. An additional tab is added to the Member Maintenance screen when viewing an existing member, allowing you to see the member's responses to Marketing Surveys. For further information on Marketing Surveys, please see the Marketing Surveys tutorial.

Select the survey that you wish to view responses for by clicking on the name of the survey. The survey is then loaded and the member's responses are displayed.

In this tutorial we have looked at the Member Maintenance screens and shown how to create a new member, search for and edit an existing member and view a member's survey answers. Members allow a Company to target the business according to sales trends and reward loyal customers, increasing customer interest in the Company.