Customer Rewards, Coupons, and Buying Clubs

Transcription

1 Customer Rewards, Coupons, and Buying Clubs

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3 Customer Rewards, Coupons, and Buying Clubs 02/24/2017 User Reference Manual

4 Copyright by Celerant Technology Corp. All rights reserved worldwide. This manual, as well as the software described in it, is furnished under license and may only be used or copied in accordance with the terms of such license. This manual may contain technical inaccuracies or typographical errors. Changes are periodically made to the information herein and are incorporated in new editions of the publication. The information in this manual is for informational use only, and is subject to change without notice. Command Retail is a U.S. Registered Trademark of Celerant Technology Corp.

5 Contents Chapter 1 Introduction Chapter 2 CRM Club 8 10 Step 1:... Create a Trigger Item to be Used With a CRM Club 10 Step 2:... Create the Club 10 Step 3:... Make a Customer a Member of the CRM Club 12 Making... Changes to an Existing CRM Club 12 Chapter 3 Coupons 16 Creating... a New Coupon 16 Making... Changes to an Existing Coupon 18 Using the... Coupon on a Sale 19 Reporting... on Coupon Sales and Usage 19 Chapter 4 Buying Clubs 22 Buying... Club Setup 22 Using the... Buying Club Reward on a Sale 23

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7 Introduction Chapter 1

8 In this manual, you will learn about the different options available within Celerant to create and manage customer rewards, coupons, and buying clubs: CRM Club - A CRM club is slightly more flexible than a buying club (described below). Multiple CRM clubs can exist in one system, and each club can have different benefits. For example, you may have one club whose members get 10% off cosmetics and another club for customers that get 40% off boots once they have purchased $1000 in merchandise. You may also have a club where customers get 10% off everything except perfume. Coupons - A coupon is a code that can be used at POS to give a customer a discount without tying him/her to any specific club. An example might be an advertisement in the Sunday paper for 10% off shoes during Labor Day weekend if the customer brings in the coupon with the "Labor Day" code. Buying Club - A buying club is set up by store and is a universal discount. An example of a club is for every $500 spent, the customer gets a $25 reward redeemable on any future purchase. This club differs from a CRM club as you cannot select the department for a discount, and you can only have one club per store. 8 Customer Rewards, Coupons, and Buying Clubs

9 CRM Club Chapter 2

10 Step 1: Create a Trigger Item to be Used With a CRM Club In order to enter a customer into a CRM club, you first need to create a trigger" item. This is an item that, when purchased, causes the customer to be entered into the club. It is simply set up as a new style in your system. It does not need a cost or price; however, if you would like to charge for club memberships, this is where you can enter the price. Click on the New button to create a new CRM club. In the example shown here, a trigger style for membership named Valued Customer Club" was created. A Brand, Style, and description (Descr 1) were entered. Note: During style setup, the Sales Tax Code combo box should be set to a non-taxable tax code on the Settings 1 tab and the Non-Inventoried Item option box should be selected on the Settings 2 tab. Step 2: Create the Club Next, go to CRM> CRM Club List. Club Name - A designator that is used for selecting which club a customer applies to. Link to Buying Club - Links a CRM club to a buying club. Number Of Years Required - The user can supply the number of years OR set the number of term days. This is how long the membership will be active. Dollar Goal - This is the amount of dollars that must be spent to receive discounts. This is required and must be greater than 0.r Discount Percent - Percentage to discount if Dollar Goal is met. Discount Dollars - Dollar amount to discount if Dollar Goal is met. Additional Discount - Percentage off after club points have expired (Example: If I have nine free rides a month, I will get this percentage off any 10 Customer Rewards, Coupons, and Buying Clubs

11 additional rides I purchase in that month). Effective on First Sale - If selected, the club becomes effective the first time the customer makes a purchase. Set # of Term Days - Number of days club is active. This is what sets the expiration date of the CRM club. Never Expires - The club has no termination date. Type - Defines whether you will include or exclude the department you select for the CRM discount. CRM clubs are set up only at the department level, meaning they cannot be applied to a specific style, item, or brand. For example, say you want all departments except the men's department to get a discount when the CRM club is applied. Select Use Exclusions from this combo box, then click on the Pick Dept button and specify the men's department. Below is a sample club created with the named Valued Customer Club. Ø The trigger item is the Valued Customer Club style created in Step 1 above. Ø Customers in this club get 10% off (10 is entered in the Discount Percent edit box) once they have spent $100 in the store (100 is entered in the Dollar Goal edit box). Ø Since the Never Expires option box is checked, there is no expiration date on this club. Ø You can specify departments to include or exclude from this club by using the Pick Dept and Delete Dept buttons. Ø The Pick Trigger Item button lets you select the item which, when sold, will enter the customer on the sale into the club; in this case, "VALUED CUSTOMER CLUB" as shown in the bottom right-hand corner of the screen. Ø By selecting the Link to Buying Club option box and not selecting the Effective on First Sale option box, customers will not be awarded the CRM discounts immediately and the buying club awards will be available for use on the next visit. Customer Options Club detail is noted in the customer file (POS> Customers> enter or search for customer> Personal tab). The Crm Date Joined and Crm Expiration Date can be modified if needed. Machine Options Navigate to Settings> Options> Machine Options, select a machine and click on Edit, and then click on the Receipt Settings tab. Click to select the Show Reward from Buying Club on Receipt option box in the Signatures section. 11 CRM Club

12 Step 3: Make a Customer a Member of the CRM Club Exit Celerant and reload for changes to apply. Store Settings Navigate to Settings> Stores> Stores List, select a store and click on Edit, and then click on the Customers/Employees tab. The Use CRM Club option box activates the CRM club for each store when selected. However, if, for example, you have a discount store that will not allow customers that are associated to a CRM to receive discounts based on the CRM club, do not select this option box. Once a club is created, it is easy to make a regular customer into a club member: 1. Navigate to POS> NEW POS SCREEN. 2. Click on the Customer button in the top left corner of the screen, then enter or search for the customer. 3. Scan the barcode of the trigger item for the club. 4. Ring the sale. 5. Now, the customer is attached to the club. He/she will have all of the benefits of the club. In the CRM Club Message edit box, enter a message that you want to appear on club member receipts. Buying Club Exclusions List You can prevent specific departments from being included when buying club reward points are earned. To do this, navigate to CRM> Buying Club Exclusions List and click on the New button. Click on the down arrow button in the Department combo box and select any department name that will not earn rewards when those items are purchased. Click on Save, then repeat the process for all departments that apply. Making Changes to an Existing CRM Club From the CRM Club List screen, click on the Search button to display a list of existing CRM clubs. Click to select a club with which to work, then click on Edit. For help locating a club, click on the down-arrow button in the Club Label combo box and make a selection from the list that displays. 12 Customer Rewards, Coupons, and Buying Clubs

13 When you click on the Edit button, a setup window displays for the selected club: Refer to "Create the Club" for instruction. After making any changes, click on the Save button. Ø You can make changes to the club requirements, but you cannot change the actual club name. Ø CRM reporting options can be found at Analysis> Analysis> Customer Analysis> Buying Club Status. Printing a New Member Message As part of the CRM Club setup, you can define a new member message that will print on the receipt depending on the configuration: all the time, never, or if the customer record is defined with a specific date that falls between the current day and the end of the month or year. 1 Navigate to CRM> CRM Club List and click on New or Edit. 2 Click on the New Member Message tab. 3 Click in the Display on Receipt combo box and make a selection from the drop-down list to specify when the new member message should print on the receipt as a customer joins the defined CRM club: Never - The defined new member message will never display. Only If - The defined new member message display depending on whether the date selected is between the current date and either the end of the month or the end of the year. When selected, a second combo box will activate with these options: o Birthday - Select this to look at the customer s birthday when determining if the new member message should print on the receipt. o Custom Date 1, Custom Date 2, Custom Date 3 - These look at the customer s Custom Date 1-3 when determining if the new member message should print on the receipt. Always - The defined new member message will always display. 4 In the edit box, enter the desired message to print on the receipt when a customer joins the CRM club based upon the above scenarios. 5 Use the Spell Check button to check the spelling of the new member message. 6 Click on Save. 13 CRM Club

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15 Coupons Chapter 3

16 Creating a New Coupon In order to use a coupon at the POS, it must first be created in Pricing> Coupons. Click on New Standard Coupon or New Serialized Coupon. Barcode - Enter the coupon code to be used at POS for the coupon. Description - Enter the name of the coupon. Min Spend OR Min Items - Enter the minimum spend (dollars) OR minimum items (units that the customer needs to spend/purchase) to use the coupon. This is based on the Base Items listed in the bottom left corner of the screen. Max Items - Enter the limit to the number of items to which the coupon can be applied at a given time. Type - Click on the down arrow button and select the type of sale (% OFF, $ OFF, or Free). Amount Off - Enter the amount off (if Type is % off and Amount Off is 10, the customer will get 10% off the items in the Selected Items section on the right). Source Code - See the section below titled Setting Up Source Code Options below for more information. Single Use - If Single Transaction is selected, then the coupon can only be used once; if No is selected, then the coupon can be used more than once. If Per Customer is selected and a customer is on the sale, then he or she can only use this coupon one time. Coupon Type - Click to select the coupon type from the list of predefined types (e.g., Referral, Rewards, etc.). No Sale/Mkdn Items - Click to select this option box if the coupon cannot be used on sale or markdown items. Apply Coupon Discount to Discounted Price Click to select this option box to allow the coupon discount to be applied to an already discounted price. Require Customer on Transaction - Click to select this option box if a customer is required on a transaction with this coupon. Require CRM Membership - Click to select this option box if CRM membership is required on a transaction with this coupon. Discount Multiple/All Associated Items - Click to select this option box if, for example, all associated items on a coupon can be discounted in one setting if multiple associated items are on the receipt. Activate On Date - Enter the date and time the coupon becomes available. De-Activate On Date - Enter the date and time after which the coupon is no longer available. Active Days - Click to select the days of the week that the coupon is valid. If it is valid on every day, click in the All button on the right to select them all quickly. Click on the Clear button to deselect any selected days. Store to Affect - Use the Add Stores button to add the locations where this coupon is valid. A Store Pick window displays: 16 Customer Rewards, Coupons, and Buying Clubs

17 Click on the Brands tab. Here you can see the Main Brands and Associated Brands, if specified. Click in the option box next to each store you want included, then click on OK. Under Base Items, click on the Add button to add the base items. For example, if you buy any of the base items, you will get any item listed under Associated for 10% off. When you click on the Add button, a screen similar to this will appear. Enter a Style, Description, etc., then click on Search. Click in the option boxes under the Pick column to select the items you would like to include in your base items, then click on OK. Click on the Save button to save the coupon. The following example shows a coupon called BIGSALE. If you ring up coupon code at POS, you can get 10% off style JORDAN1 (shown on the bottom right under Associated) when you buy style 1977 (on the left under Base Items), as long as you spend a minimum of $1.00. This sale is valid on Sundays, Wednesdays, and Saturdays between 10:00 AM on February 1 and 5:30 PM on March 31 at Stores 1 and 2. Under Associated Items, use the Add button to add the associated items, then follow the same procedure as for adding base items. Click on the Classes tab. Here you can see Base Classes and Associated Classes, if specified. Ø In order to utilize the Classes or Brands options 17 Coupons

18 under either the Base Items or Associated items, you must click in the Global option box to select it. This will disable the Add and Remove buttons from the Styles tab, but it will enable the Add and Remove buttons from the Classes and Brands tabs. In addition, when the Global option box is checked, the Base Items and Associated combo boxes activate. When set to Include, any new item created since the coupon was created will be included in determining the Base Items or Associated items. If the option is set to Exclude, then any new items created since the coupon was created will be excluded from either the Base Items or Associated items. For example: I create a coupon for the men's department. with the option set to Exclude. I then create a new item that falls under the men's department. This new item will not be included in the Base Items or Associated items as long as they are both set to Exclude. If I create a coupon for a brand of ABC with the option set to Include and then create a new ABC item, when the coupon is used the new item should be included in the Base Items or Associated items as long as they are both set to Include. Next, click on Search to populate the list. Setting Up Source Code Options If Use Source Codes* is enabled, then a Source Code option box will display on the Coupon Detail screen, and a Coupon Source combo box will be available at POS for the user to specify source codes when applying a discount coupon to a sale. Select the coupon to work with and click on Edit. If a coupon is not first created and saved with the Source Code option box selected, then its source code will not appear in the Coupon Source drop-down list, and the only way the user can redeem a coupon at POS is by scanning the barcode on the coupon. *The Use Source Codes option box is found in Settings> Stores> Stores List> select a store and click on Edit> Point of Sale 1 tab, under the Scanning - Price section. Making Changes to an Existing Coupon Locate the existing coupon by first navigating to Pricing> Coupons. You can then sort by Type by clicking on the down arrow button and making a selection from the drop-down list. 18 Customer Rewards, Coupons, and Buying Clubs

19 Make the necessary changes. Refer to the "Creating a New Coupon" section above for field descriptions. When done, click on the Save button. Using the Coupon on a Sale coupon in the Pricing menu, a markdown reason is automatically created for the coupon. It is treated like the discount reasons, but it is not included in the list of discount reasons and it cannot be selected as a discount reason for other items on a receipt. Summary Merchandise Sold Report To apply the coupon to a sale at POS, scan the items and the coupon. If the coupon is valid for the scanned items, the appropriate discounts will be taken. In the example sale below, base and selected items attached to the coupon were scanned, followed by the coupon code. Because the coupon was scanned, style JORDAN1 was discounted by 10% (original price $100), since style 1977 was also sold. Navigate to Analysis> Analysis> Point of Sale> Summary Merchandise Sold and click on the Group By button, then select to group by markdown reason (MKDN REASON). In the example below, the first line shows no markdown reason; it is reporting sales that were not discounted or marked down. The other lines are sales for the coupon applied to a receipt. Merchandise Sold Report Ø If the clerk attempts to apply a coupon that is not valid on the sale, a message similar to this will display: Navigate to Analysis> Analysis> Point of Sale> Merchandise Sold and click on the Group By button, then select to group by markdown reason (MKDN REASON). This report is the same as the Summary Merchandise Sold report but with the items detailed. Reporting on Coupon Sales and Usage Coupon sales and usage data can be found by navigating to Analysis> Analysis> Point of Sale and/or Analysis> Report Designer. There is no report dedicated to coupons specifically, but the coupons used at POS can be found in several Point of Sale reports. When you create a Receipt Discounts Report Navigate to Analysis> Analysis> Point of Sale> Receipt Discounts. This report is similar to the 19 Coupons

20 Merchandise Sold report. In the example below, the Global Percent line is an added entry to discount/markdown reasons reported. It represents discounts given at POS using the Misc1 - Discount button. The Track Line Item Discounts store setting must be activated for this report to work; it is located at Settings> Stores> Stores List> click to select a store and click on Edit> Point of Sale 3 tab. Using Report Designer to View Coupon Activity Coupon Discount Report The Report Designer gives you an idea of the activity of the coupon at receipt level; in other words, the number of times the coupon was used. For example, here the 10% coupon was used once (on receipt #2125) and the Joe Brand coupon was used twice (on receipts #2155 and 2160). Navigate to Analysis> Analysis> Point of Sale> Coupon Discount Report. Coupon Reporting by Group By and Markdown Reason You can report on all markdown reason codes in the analysis report menus. In any of the sales reports, if you use the Group By option and select MKDN REASON, each coupon is considered an actual markdown reason. Styles that were sold with the specific coupon applied will be reported under each coupon name. Ø "Discount Reason" in Report Designer is the same as "MKDN REASON" in Analysis. Navigate to Analysis> Analysis> Point of Sale> Merchandise Sold. Click on the Group By button, then select to group by markdown reason (MKDN REASON). Specify a Sales Date range and any other search criteria. In this example, several of the items shown have a coupon called Adidas Coupon applied. 20 Customer Rewards, Coupons, and Buying Clubs

21 Buying Clubs Chapter 4

22 Buying Club Setup Note: There can only be one buying club per store. In order to create a buying club for a store, you first need to create the parameters for the store in Store Settings. Navigate to Settings> Stores> Stores List and locate the store to which you would like to add a buying club, then select the store and click on Edit. When the Store Detail window displays, click on the Customers/Employees tab. Dollar Goal for Free - Enter the dollar amount goal a customer has to spend in order to receive the free dollar amount which is entered in the Free $ Issued edit box. For example, if you enter for the Dollar Goal for Free and for the Free $ Issued, then when a buying club customer reaches the $500 dollar goal for spending, that customer will receive $10 either as a credit or as a discount to apply to a future sale. Max Free Dollar Allowed - Enter the maximum amount of free dollars a customer can be issued or possess at one time. For example: If the Max Free Dollar Allowed is 50.00, the Dollar Goal for Free is , and the Free $ Issued is 25.00, then once a buying club customer has been issued the $50 maximum amount of free dollars, that customer cannot receive additional free dollars until some or all of those free dollars are used. Correspondingly, if the customer uses $10 of the $50 in free dollars and has $40 in free dollars remaining, when he or she reaches the Dollar Goal for Free amount, that customer can only receive $10 instead of the usual $25 Free $ Issued since the Max Free Dollar Allowed is $50. Free $ Issued - As mentioned, this is the amount of dollars (in credits or as a discount) a buying club customer is issued when he or she reaches the Dollar Goal for Free for spending. Unit Goal for Free - Enter the amount of units a customer has to purchase based on the Min Unit Price to receive an item for free. Min Unit Price - Enter the minimum unit price that a customer has to spend to get an item for free. For example: If Unit Goal for Free is 5 and Min Unit Price is 50.00, then a buying club customer must buy five items that are priced at a minimum of $50 each to receive the free item. Free Item Price (low and high) - Enter the low and high price range of the free item the customer can receive when he or she meets the Unit Goal for Free requirements. For example: If you set the low at $10 and the high at $100, then when the customer meets the Unit Goal for Free requirements, he or she will be able to receive a free item that is priced between $10 and $100. Apply to Parent Club - This setting is only applicable if you have a parent/child relationship set up in the system and the parent is enrolled in the buying club. An organization that purchases from the store can be defined as the parent, and the individual customer from that organization who comes in to the store to purchase can be defined as the child. Setting up a parent/child relationship in the system allows you to track and record purchases underneath an organization and for each individual customer from that organization. If this setting is enabled, when a child of a parent who is enrolled in the buying club purchases a certain amount of items to meet the dollar or unit goal, the free dollars or units will be applied to the parent, not the child. Apply Buy Club As Credit - If this setting is enabled, when a customer reaches the dollar goal for spending to receive the Free $ Issued, it will be applied as store credit to the customer s account so that he or she can use that credit on a later sale. Otherwise, if this setting is disabled, the free dollars will be applied as a discount to an item. The benefit of having it applied as a discount is, if a customer comes back to return an item to which the discount was applied, you will know how much to return it for because the discount will appear on the receipt. Auto Create Shipping Address for New Customer - If this setting is enabled, when you create a new customer in the system, the billing address will automatically copy over to the shipping address. Otherwise, if this setting is disabled, you must manually enter the shipping address information for the customer. Allow Use of Partial Buying Club Rewards - If this setting is enabled, when a customer reaches the Dollar Goal for Free and is issued the free dollars, 22 Customer Rewards, Coupons, and Buying Clubs

23 this will allow him or her to apply part of the free dollars issued on a purchase instead of the entire reward amount. For example: If a customer is issued $10 in free dollars, he or she can apply $5 on one purchase and apply the remaining $5 on a separate purchase. Otherwise, if this setting is disabled, the customer will have to use the entire free dollars issued on one sale. Do Not Automatically Update Buying Club Values - This setting is applicable if you have custom processes for updating your buying club values in a batch. If this setting is enabled, the buying club values will not update automatically any time a sale or return saves to the main server. Add to Buying Club if is Present - If this setting is enabled, when an is entered or present for a new or existing customer in the system, that customer will automatically be added to the buying club. Otherwise, if this setting is disabled, a customer will only be added to the buying club if the Buying Club option box is selected on the Account tab of the Customer Detail screen. Allow Commission Override on Markdown Items If this setting is enabled, when a customer makes a purchase on a markdown item at the point of sale and the item and salesperson both have a commission rate, the salesperson s commission rate will be applied if the salesperson s rate is less than the item s rate. Otherwise, if this setting is disabled, the item s commission rate will always take priority over the salesperson s commission rate. Click on Save to save the buying club. Becoming a Member of the Buying Club Once a buying club is created, it is easy to make a regular customer into a club member. First, navigate to POS> NEW POS SCREEN and click on the Customer button in the top left corner of the screen, then enter or search for the customer. Next, click on Customers and then on View Customer on the right side of the screen, then click on the Account tab. Click to select the Buying Club option box, and the customer will be in the club. Click on Save. Current Reward Points - Displays the reward points accumulated by the customer. Rewards Available - Displays the number of reward points currently available to be used. Total Reward Points - Displays the number of reward points accumulated for the lifetime of the customer record. Date Last Reward Earned - Displays the last date the customer earned a reward. Using the Buying Club Reward on a Sale Once a customer has reached his or her reward, when the Pay button is clicked, the system will prompt the clerk to ask if the customer wishes to use the reward. If so, the reward amount will be deducted from the sale; if not, the reward will be retained and can be used for a future purchase. 23 Buying Clubs

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