Customer Overview

Purpose of "Customers" in the System

1. The success of the Loyal-n-Save program is fueled by customer participation.
2. By participating, customers earn tokens, rewards, and discounts, encouraging continued use.
   
3. The system promotes repeat purchases and customer retention, which are essential for business growth.
   
4. Customers can refer friends and family, expanding the customer base through word-of-mouth.
   
5. A loyalty program helps manage rewards, run promotions, drive retention, and boost growth. Rewarded customers are more likely to stay loyal.
   
6. Customer feedback on the loyalty program and business is vital for improvement.
   
7. Addressing customer satisfaction and concerns enhances services and keeps the customers coming back. 

Navigating to the "Customers" Module

To reach the "Customers" module:

1. Log into Control Center
   
2. Choose Loyalty
   
3. Choose Customer
4. Choose Customers

Understanding "Customers" Module Layout

Please see the image below labeled Figure 1.0 for descriptions of the buttons and fields that appear on the screen. 

Figure 1.0

1. Add New: This button adds a new customer.

2. Edit Customer: Here is where you make changes to the customer's account. 

3. Associations: If the admin/client wants to view a user's associations, such as their list of teams and friends, they can do so by clicking on this option. Upon clicking, they will be redirected to a dedicated associations page. This page provides a comprehensive overview of all the friends and team the user has within the system, allowing the admin/client to manage and review these associations in detail.

4. Store: Using this option, the retailer can view the details of the stores they are associated with and check whether they are locked or banned. 

5. Convert to Employee: This button converts the selected customer to an employee.  

Adding a New Customer

To add a new customer:

1. Click the “Add New” button highlighted in Figure 1.0 above to add a new customer.
   
2. This will bring up the Create Customer page, as shown in Figure 1.1 below.
   

                                                                                                                             Figure 1.1

Tabs:

Buttons:

3. Cancel: The cancel button will discard any changes you made and do not want to save.

4. Save and Close: This will save your current entries and exit the current form.

5. Save and New: This will save any entries you have made and open a new customer form.

6. Save: This will save your current entries and remain on the same screen.

 

Details Tab:

Please see the image below labeled Figure 1.2 for a description of the fields that appear on the screen.

                                                                  Figure 1.2

Fields

1. First Name*: Enter the first name of the customer in this field.
2. Last Name*: Enter the last name of the customer in this field.
   
3. Username: Enter a unique name that can be used as a unique identifier for each customer. 
   
4. Email: Enter the customer's email address.
   
5. Customer Description: Enter detailed and useful information about the customer to help personalize their experience.
   
6. Gender: Select the gender of the customer from the drop-down menu.
   
7. License Number: This represents the user’s actual driver’s license number captured at the store/register. Admin access is required to view this number.
8. License State: Indicates the state associated with the user’s driver’s license, captured during license scanning.
9. Source Campaign: Managed by FTx Core.
10. Source Signup: Indicates the method through which customers signed up in the system. Possible sources include:
1. Point of Sale (POS)
   
2. Import customer
   
3. Loyal-n-Save web
   
4. Loyal-n-Save mobile
   
11. JWT Token: This is intended for development purposes only. Used to obtain a customer's access token for debugging APIs across different front-end environments.
    
12. Customer Type: Choose the customer type from the drop-down menu.
    

If an LNS Employee is selected, the employee must have a profile under the "LNS Employees" tab as well.

1. Signup Referral Code: The referral code used for signing up a customer through the POS will be displayed here.
   
2. Core Customer ID: Generated upon customer signup from any of the available sources. Access to the system requires this ID.
3. Core Login ID: Generated upon customer signup through any front-end portal.

Contact Tab:

Please see the image below labeled Figure 1.3 for a description of the fields that appear on the screen.

                                                         Figure 1.3

Fields:

1. Address Line 1: Provide the first line of the customer's address here in this field.
   
2. Address Line 2: Fill in more information on the address field, if required.
   
3. City: Mention the customer's city name.
   
4. State: Fill in the state name where the customer's city lies.
   
5. Zip: Give the zip code of the city where the employee resides.
   
6. Country Code: Mention the country code of the customer.
   
7. Phone: Fill in the phone number of the customer in this field.
   

Balances Tab:

                                                         Figure 1.4

1. Click on the "Customers" tab 
   
2. Search for the employee using the filters
   
3. Click on Edit icon
   
4. On the Edit Customer page, select the "Balances" tab
   

                                                              Figure 1.5

1. Click on the "View" button under the Store Balances section

                                                                  Figure 1.6

1. On the screen that appears, click on "View Balance History."

                                    Figure 1.7

1. Here you can see the incentive breakdown details, as shown below:

                                                                               Figure 1.8

1. Click on the "View" button under the Employee Incentives section

                                                                 Figure 1.9

1. Once you click on the "View" button, the following details will be displayed:
   
1. Total Balance: This is the total amount of tokens the customer currently has.
   
2. Spendable Balance: This is the number of tokens the customer can currently spend.
   
3. Pending Probationary Balance: Tokens shown here will be added to the spendable balance after the employee has completed their probationary period. 

                                                           Figure 2.0

Only employees will be able to see this Employee Incentives section. Non-employees/customers cannot view it.

Coupons Tab:

In the "Coupons" tab, you can see the number of coupons a customer earned for every specific store.

                                                                              Figure 2.1

To view the coupons:

1. Click on the "Customers" tab 
2. Search for the employee using the filters
3. Click on the Edit icon
4. On the Edit Customer page, select the "Coupons" tab
   

                                                                                    Figure 2.2

1. Click on the "View" button under Action.
   

                                                                                    Figure 2.3

1. On the screen that appears, click on "View Coupon History."
   

                                                                                          








                                                                                   Figure 2.4

1. Here you can see the coupon name, coupon type, date the coupon was added, redeemed date, and location. 
   

Editing a customer

1. Click the Edit button highlighted in Figure 1.0 above to edit a customer.
   
2. The form highlighted in Figure 2.5 will appear on your screen.
   

Fields:

Associations

1. Click the "Associations" button highlighted in Figure 1.0 above to view the association of customers:
   
2. The form highlighted in Figure 2.6 will appear on your screen.
   

                                                                           Figure 2.6

Manage Stores:

In this section, the user can see details about all the stores they are connected to and check if any are locked or banned for any reason.

                                     Figure 2.7

SC Choice Management (Store Name)

1. Store Locked: The customer can still earn rewards, but they will not be able to redeem them since their account is locked in this store.
   
2. Locked Description: This field will be editable if Store Locked is set to "Yes." Enter the reason for locking the store for this customer.
   
3. Banned from Store: If you suspect a customer of fraudulent activity or theft, you can lock their account while investigating their purchase history. This will ban the customer from earning or redeeming rewards at your store.
   
1. If set to "No," the Banned Description field will be grayed out.
   
2. If set to "Yes," the field will be enabled for editing.
   
4. Banned Description: This field will be editable if Banned From Store is set to "Yes." Enter the reason for banning the customer.

1. Log into Control Center
   
2. Choose Loyalty
   
3. Choose Customer
4. Choose Customers
   

1. Locate the customer and click on Convert to Employee icon under the Actions column.
2. The form highlighted in Figure 2.9 will appear on your screen.
   

                                           Figure 2.9

Fields:

1. Select Employee Type: Select the type of employee from the drop-down list. 
   
2. Enter Employee #: Enter the employee's number.
   
3. Can Register Employees: This field works as a toggle option that will allow the customer-turned employee to register more employees.
   
4. Select Employee Level For EIP: Assign the hierarchy to the employee here.
   
1. Level 1 – Store Employee or Cashier
   
2. Level 2 – Assistant Manager
   
3. Level 3 – Store Manager
   
4. Level 4 – District Manager
   
5. Level 5 – General Manager
   
5. Select Employee Manager: This option lets you select a manager from the drop-down list of managers.
   
6. Employee Hired Date: Select the date when the employee was hired.
   

Please ensure you select either the current date or a past date. If you choose a future date, you will receive an error message stating, "Please enter a valid hired date," as shown below.

                                                           Figure 3.0

1. Close: This button discards the changes made.
   
2. Convert to LNS Customer: This button will convert the selected customer to an employee.
   
3. Fill in the fields highlighted in the form above and click on "Convert to LNS Employee."
   
4. The form highlighted in Figure 3.1 will appear on your screen.
   

                                                       Figure 3.1