Create the rewards you want to offer to your customers, when you want to offer them.

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2 Contents Fanfare Overview... 3 Accessing the Business Dashboard... 5 Things to Remember... 6 Navigating the Fanfare Business Dashboard... 7 Reports... 7 Members Loyalty Promo Cards Terminal Account Help... 29

3 Fanfare Overview Fanfare is an integrated sales and marketing solution that combines customizable loyalty rewards, offers, promotions, and gift cards. With Fanfare, you can grow your business by attracting new customers and rewarding your most loyal ones. Grow with Fanfare Businesses need new customers, but selling to existing customers can be more efficient and profitable than acquiring new ones. According to INC, on average, existing customers spend 67% more than new customers 1. With Fanfare, you can: Tailor a Gift and/or Loyalty Program that best reflects your business. Create the rewards you want to offer to your customers, when you want to offer them. Automatically present enrollment options and offers at the point of sale. Track offers, rewards, and loyalty points to measure program effectiveness. Every transaction generates information that helps you stay in touch with customers and informs you on the success of your campaigns. Interact with Fanfare There are three key interaction points with Fanfare: Business Dashboard The Business Dashboard is what businesses use to manage their Fanfare programs, including running performance reports, creating offers, managing loyalty member contacts, loading gift cards and promotional cards, managing users, and more. Point of Sale (Terminal) The point of sale is the primary place your customers will interact with your Fanfare program. Customers can enroll in a loyalty program, choose their loyalty program identifier (loyalty card, payment method card, or phone number), instantly redeem loyalty rewards, view current offers, use a gift card or preloaded promotional card for payment, plus more. Businesses can also use the loyalty submenu on the point of sale to perform a number of functions like enroll a member, add points or redeem offers for cash or check paying customers, make loyalty point inquiries, process a loyalty point void or return, and print reports. 1. Loechner, J. (2014, May 13). Existing Customers Spend 2/3 More, Cost 10 Times Less. Retrieved November 10, Page 3

4 Loyalty Member Website The Loyalty Member Website is a website branded with your company name, logo and color scheme, where your customers go to register for your loyalty program. Registration takes program enrollment one step further with the customer providing additional information about themselves including their name, phone number, and address. Members can also track rewards and offers as well as register a payment card. Registration is not required to be enrolled in a loyalty program. Gift card holders can also check their card balances. This user guide focuses on the Business Dashboard and how to use the tools within it to start, manage and monitor your Fanfare program. Check back regularly for new updates to this guide as new features are added. Page 4

5 Accessing the Business Dashboard The Fanfare Business Dashboard can be accessed at: admin.fanfareloyalty.com. In order to sign-in to the Fanfare Business Dashboard, you need to use your registered address and password. If you do not know your password, click on the Forgot Password link to reset your password. After submitting a reset request, follow the instructions sent to your address to complete the process. Page 5

6 Things to Remember This Export option, which is found throughout the Fanfare Business Dashboard, allows your business information to be downloaded as a.csv file. This kind of file is readable by programs like Excel. This function creates records of information displayed on screen under the Reports and Members sections. File export prompts appear as shown: The download will appear in the bottom task bar of your browser as shown below. Additionally, the terms Member and Shopper are used often throughout the Business Dashboard. A Member is a Shopper that has enrolled in a Loyalty Program. A Shopper is someone who has made a purchase and may or may not be a Member. Page 6

7 Navigating the Fanfare Business Dashboard Reports The Dashboard is the first screen you will see when you log into the Business Dashboard. You can navigate back to this area by clicking the Reports tab on the side navigation bar. Dashboard This section provides a performance overview of your Fanfare program and offers. The Dashboard is segmented into three main parts: 1. Loyalty Program Performance 2. Types of Customers and their Transactions 3. Offer Performance Page 7

8 Loyalty Program Performance Overview Below is a sample of the Loyalty Program Performance section. The data shown in this area is based on the selected location and date range. Change these selections by clicking the dropdown arrows The Loyalty Program Performance table will have the following elements: 1. Headline: The name of the offer or program. 2. Credits: The total number of loyalty credit earned. This value may be dollars spent towards a reward or visits earned towards a reward. Credits that are later voided or deducted due to a return are not included in this total count. 3. Rewards: This value is the total number of rewards or promotions earned by Members for the selected period. The number shown will indicate the number of promotions that have been made for the selected time frame. 4. Redeemed: This value equals the total number of offers or rewards that Members have used. 5. Redemption Rate: The Redemption Rate shows the percentage of Members that have redeemed their rewards. 6. Average Ticket: This value shows the average amount spent by Members. 7. Revenue: This is the total amount spent by Members after discounts have been applied. Page 8

9 These numbers derive from four types of data, and include: Enrollments: This is the total number of Shoppers that have erolled in the Loyalty Program during the selected time frame. Once these Shoppers enroll, they become Members. This number does not include anyone who enrolled but later un-enrolled from the program. Rewards Outstanding: This value is the total number of issued rewards or offers that are still unredeemed. Loyalty Revenue: This is the total dollar amount spent by Members after applying any discounts. Page 9

10 Types of Customers and Customer Transactions The second section within the Dashboard displays a monthly comparison of new versus repeat customers. A new customer is a Shopper who has made only one purchase in the selected time period. Repeat customers are Shoppers who have made multiple purchases during different visits. The goal of the Loyalty Program is to get repeat customers to become Members, shop more often, and spend more money than they already do. The program should also be driving new customers to become Loyalty Program Members and turning them into repeat customers. The Types of Customers chart on the left will allow you to get a visual representation of the percentage of your customers who are existing and who are new as well as how many customers are enrolled versus how many are not enrolled. The Customer Transactions chart on the right will allow you to see who spends more money on average. Using this kowledge, programs can be created that target the most profitable segments of your business. Page 10

11 Offer Performance The image below shows the Offer Performance section within the Dashboard. Using this table, you can establish how your various offers are doing inside of Fanfare The fields that can be viewed here are: 1. Headline: The is the name of the offer or program. 2. Offers: This value is the total number of offers earned by your Members for the selected period. 3. Redeem: This value equals the total number of Offers or Rewards that Members have used. 4. Redemption Rate: This shows the percentage of Members that have redeemed their rewards. 5. Average Ticket: This value is the average amount spent by Members. 6. Revenue: This is the total amount spent by Members after discounts have been applied. Page 11

12 Transactions The Transaction report tab shows details of your transaction history and includes the ability to export the data as an Excel spreadsheet in.csv format. First, select your desired location, transaction type, and date range. You will see the table of transaction information change according to query. This section shows a snapshot view of key information based on the date range selected from the drop down menus. This area displays the following information: Total Transactions: Total number of transactions in the date range selected 2. Total Sales Amount: Total amount spent by Members after discounts have been applied 3. Total Discounts: This value is the total amount of discounts that were applied to sales. These discounts may be from rewards or offers redeemed. 4. Gift Sales: The total amount of funds that were loaded onto gift cards in the date range selected 5. Gift Liability: This value is the total amount of funds remaining on gift cards up to the date indicated in the date range report. For example, a selection of Yesterday for the date range will show all outstanding balances on gift cards from the date the program was started to end of day yesterday. Page 12

13 Below the transaction summary area is the Transaction Report Detail. This section shows all of the transactions that have occurred in the date range selected previously. This detail can be exported and can be useful if the business needs to keep a record of past transactions or needs details for a sales report There are several fields that are included in the detail report. The list below describes each field and what the numbers mean. 1. Date/Time: The date and time that the transaction was performed 2. Terminal ID: This number references the terminal on which the transaction was performed. This can be useful if a business has more than one terminal at their location. 3. Transaction ID: The ID corresponding to the transaction 4. Transaction Type: This field will be the type of transaction being performed, such as: Gift Issue, Gift Redeem, Promo Issue, Promo Redeem, Void, etc. Please note that Gift Issuance includes either a Gift activation or reload. 5. Sale Amount: Total amount of sale. 6. Loyalty Credits: This number is the total loyalty credits added or removed in this transaction. This value may be dollars spent towards a reward or number of visits. 7. Gift Amount: The total amount of the gift redemption. Page 13

14 Liability The Liability report includes outstanding balances on gift cards. Many businesses use this report for tax purposes. The report uses the term Liability because of the potential for all of the cardholders of the outstanding cards to return to the store and redeem that balance for goods, services, or refunds. The date range can be selected for this report as with other reports. The Liability totals will reflect the Liability as of the latest date for that date range. For example, a selection of January shows the outstanding Liability of the program from the start of the program through January 31st The first part of the Liability report displays the Gift Card Liability Summary which includes the following details: 1. Card Set Name: Name of the card set the business has created. 1. # of Cards: Total number of cards in that card set. 2. # of Activated Cards: Total number of cards in that card set that have been activated. 3. Sales: The total amount of currency added onto the cards when they were issued. 4. Liability: The remaining outstanding balance for the card set. Page 14

15 The following items, found in the Liability Report Detail, are details of your total libability against your business. These values will allow you to keep track of outstanding gift card balances. Promo cards are cards that are funded and given away. They will be identified in this section by card set name as seen below. Please note that these funds are not subject to the same escheatment laws as gift cards Card Number: The card number is the identifying value that allows you to find a card with a specific value and Card Set. 2. Date Activated: This date is when the card was first activated for use. 3. Date Last Used: This value is when the card was last used for a transaction. 4. Card Set Name: The name of the card set where this card orginated. 5. Gift Liability Balance: The amount of money left on the gift card. Page 15

16 Gift Card Activity The Gift Card Activity report shows the entire history of the entered gift card, tracked by the card number. Displayed information includes the card balance, activation date, and the date it was last used. The Activity Details provides a table of past transactions for the specific gift card entered. Relevant information displayed includes the time and date of the transaction, location and terminal ID where the transaction was performed, the transaction type, and the credit or debit amount. This table can be downloaded as a CSV and viewed in Excel. Note: You can also find the remaining balance on a gift card by naviaging to Liability found under the Reports tab. Individual gift cards are displayed under the Liability Report Detail. Page 16

17 Gift Card Pooling The Gift Card Pooling report shows a breakdown of gift transactions by location for a given date range. The Gift Card Pooling Summary table will have the following elements: Location Name: The name of the location. Activation Quantity: The total number of gift cards activated at the location. Activation Amount: The total amount on gift cards activated at the location. Redemption Quantity: The total number of combined gift card redemptions at the location. Redemption Amount: The total amount combined on gift card redemptions at the location. Reload Quantity: The total number of gift card reloads at the location. Reload Amount: The total amount on gift card reloads at the location. Adjustment Quantity: The total number of gift card credits at the location. Adjustment Amount: The total amount on gift card credits at the location. Card Return Quantity: The total number of gift cards returned at the location. Card Return Amount: The total amount on gift cards returned at the location. Total Quantity: The total number of gift cards transactions at the location. Summary of all counts across the location row. Total Amount: The total amount on gift cards transactions at the location. Summary of all amounts across the location row. Page 17

18 Members Member Value Repeat Shoppers: Line graph with the number of repeat shoppers by month for the selected date range Total Sales: Line graph with the total sales volume by month for the selected date range Average Ticket: Line graph with the average sale amount by month for the selected date range Page 18

19 Member Information shows the contact information (name and provided ) of your members. It will also show if they have opted into your program. You can view or change their enrollment details by selecting the View/Edit selection next to each user. A pop-up will appear showing a member s contact information, available rewards, and active loyalty cards. You may edit any of their contact information here as well as change their preferences and add a new loyalty card to their account. Page 19

20 Loyalty The Loyalty Section of the Fanfare Business Dashboard gives businesses the opportunity to see their current and past Loyalty Programs and offers. You may create, edit, or end current offers that are created in the Business Dashboard. Visit for information on how you can optimize your Loyalty Program. Programs and Offers This section of the Fanfare Business Dashboard displays the current and past Loyalty Programs. In order to update the Core Loyalty Program, you must contact Client Services. By toggling to the Offers view as shown below, current and past offers are displayed. The end date of current offers and the begining and end dates of future offers can be changed by clicking on the edit button. A pop up will appear with several fields that describe the current offer but only the end date can be changed using the date picker if the offer has already started. Note: Extreme caution should be used when changing offers because these changes will impact Members. For this reason, please read disclaimers to confirm that the business does in fact want to change an offer. You must call Elavon Customer Care to edit your core Loyalty Program and certain offers. Page 20

21 Create New Offer Offers are one-time promotions with an expiration date that can be set up from the business dashboard. There is no visit or spend threshhold members must meet in order to redeem offers. Complete the fields as specified in order to create the offer. Select the Create New Offer button to publish the offer to Members. Below is an example of how to create a new offer. Page 21

22 Promo Cards Businesses can load dollar values onto promotional (promo) cards to be used for customer acquisition programs. To add value onto a card set, you must follow the instructions outlined in this section. Load Promo Cards If you want to load a balance on the promotional card, select Load Promo Card from the side bar. Complete all fields, and click Load Promo Cards. A confirmation message will display showing you the first and last card numbers in the range that were loaded. Below is a completed sample form. Note: When choosing to activate only a portion of a card set, for example, 50 cards in a set of 100, the first available cards will be activated in sequential numeric order. Please ensure your cards are kept in sequential order so that you know which cards have been activated. Page 22

23 Terminal The online terminal, found within the Terminal section, allows you to adjust account balances, void transactions, and run new transactions as needed. Note: Depending on your monitor size, you may have to scroll horizontally on the table in order to access all of the fields. Daily Transactions This table displays all transactions that have been completed for the current day. If you need to void the transaction, you can click on the Adjust button to the far right of the transaction. Simply select orange Void Transaction button at the bottom of the pop-up to complete the action. Page 23

24 New Transactions Navigate to this section in order to process a new transaction. You must first choose whether you are creating a loyalty or gift transaction. For a Loyalty transaction, you can redeem rewards (Redeem), issue loyalty credits (Issuance), or enroll a new member (Enrollment). You can use a member s phone number or loyalty card to perform the transaction. A sample form is shown below. For a gift transaction, you can redeem a gift card (Redeem), load a gift card (Reload), or return a gift card (Credit). A sample gift transaction is shown below. Page 24

25 Find Transactions If you are looking for a specific transaction, you can use the member s phone number or loyalty card number, the gift card number used for the purchase, or the transaction ID. Clicking on Adjust will show you detailed information about the member s account associated wih the transaction. If you wish to void the transaction entirely, you may click on Void Transaction at the bottom of this pop-up. Page 25

26 Account The Account tab will allow you to add and manage your employees, change your password, and update your member site. Profile You can view your Account Profile information by selecting Profile under the Account section of the sidebar. You ll see an overview of your account with information about your business like phone number, address, , time zone, and the URL for your Member website. Add Employees To add employees to your business, select Add Employee. The Add New Employee form will display. Enter the First and Last Name of the employee, their address, and enable the account. After filling out the identifying information, select the permissions for this account, such as whether the employee can view, edit, load, or export different sections. Click Add Employee to enable the employee s profile. Page 26

27 Manage Employees To manage your employees, select Manage Employees under the Account section of the sidebar. From this view, you can see a table of all your employees. You can edit an employee by selecting the View/Edit selection.be sure to click Update Employee once you ve made necessary changes. Robert Belcher Page 27

28 Update Member Site You can change elements of your member website by clicking Update Member Site on the sidebar under the Account section. This will directly affect the look of the site that your members will see when they login to their Fanfare account. You can change the banner color, banner text, as well as your branding image that will appear on the banner. You ll see a live updated preview as you make your changes. You can also choose to include a Merchant Terms & Conditions as well as a Merchant Privacy Policy with URLs to their locations. Page 28

29 Help The Help section includes tools and resources to help you with your Fanfare program. Click through the green links to find various tips and promotional materials for advertising your Fanfare program to potential Members as well as training guides and FAQs. A customer service number and are also listed if you need additional support. Page 29