AudienceView Connect
 Product Guides   Knowledge Base   Discussions   Support   Annual Conference   Developer Guide Login   Developer Guides  
 
AudienceView Documentation

Customer Services - Customer|Basic Page

Table of Contents | Previous | Next

The following image illustrates the Customer Services application Customer|Basic page:

CS-Customer-Basic-6-8-19.jpg

Customer Section

The following image illustrates the customer section of the Customer Services application Customer|Basic page:

The customer section of the Customer Services application Customer|Basic page contains the following properties:

Field Description
Customer Number A read-only field which displays a unique number to identify the account. This number is automatically assigned to the account once the account is saved.
Legacy Account Number [1-3] If the customer account came from a previous ticketing system, enter the previous account number(s).
Account Type Select the type of account:
  • Agent: If you select this type, the agent organization details section appears, where you can enter details about the agent.
  • Organization: If you select this type, the organization details section appears, where you can enter details about the organization.
  • Personal: If you select this type, no additional sections will appear.
     
    Information
    By default, the Agent account type is disabled. To use the Agent option, it must first be enabled in the General Configuration application List|Entries page for the customerOrganizationTypes list.
Active Date A read-only field that displays the date the account was activated.
File Attachments Attach a file to the customer (e.g. a customer image). This field can be added to pass templates to allow customer images to be printed on passes (for more information, refer to the 'File Attachement' decription on the General Configuration - Tickets|Elements Page).
The default size of file attachments is set to 200KB. If you want to upload larger files, you must increase the value of the 'Maximum Requesting Entity Body Limit' field in IIS.
If you attempt to upload files that exceed the limit, you will receive a message stating no file sent for attachment.
Membership Level A read-only field that displays the customer’s current membership level, if applicable. A membership can be earned or assigned.
Clicking on one of the memberships will open the Customer Services application Customer|Entitlements|Memberships page, allowing you to view the details of each membership.
For more information, refer to Entitlements – Memberships, Benefits, Passes and Offers.

As memberships approach their expiry dates, the names of the memberships display in the Membership Level group box in a different colour:
  • Green/Current/Future: The span of time between the membership's 'Valid To' date and the current date is greater than the duration set in 'expiring start interval' field in the Registry.
    Memberships with future 'Valid From' dates also appear in green. This is to inform you that a membership has been applied to the customer account.
  • Orange/Expiring: The span of time between the membership's 'Valid To' date and the current date is less than or equal to the duration set in 'expiring start interval' field in the Registry.
  • Red/Expired: The current date has passed the expiry date of the membership
  • Black/Archived: The current date has passed the expiry date of the membership and the membership is archived.

    For more information, refer to Configuring Membership Displays.
State A read-only field which identifies the account’s current status (e.g. Active, Closed, Suspended).
For more information, refer to Changing a Customer’s State.
State Change Description A read-only field which displays the reason given for the latest state change, if applicable.
For more information, refer to Changing a Customer’s State.
Customer Class A field that allows you to categorize the customer.
Price Type Select the default price type from the dropdown list. Whenever an order is created for the customer, this price type will be used by default. AudienceView will warn users if a price type is selected for a single admission order that differs from the customer’s default price type.
For more information, refer to Assigning a Customer to an Admission.
Customer Benefits A read-only field which displays the benefits held by the customer, if applicable. Benefits can be earned through a membership or assigned manually.
For more information, refer to Entitlements – Memberships, Benefits, Passes and Offers.
Keywords Select keywords to be associated with the customer. Keywords can be used to recommend performances to customers in AudienceView Online.
Association Specifies the relationship between a customer and various aspects of your organization, so that customers can more accurately be targeted for marketing purposes. For example, by setting the 'Association' on a venue and some merchandise to Opera you can target those customers who purchased tickets to the opera and/or a related T-shirt with future opera offers. The same customers would not be targeted with Ballet offers unless he/she purchased something with a Ballet 'Association'.
For more information, refer to Customer Associations and Message Sources.
The check box options are configured in the Associations list. For more information, refer to General Configuration Lists.
Message Sources Select the aspects/arm of your organization (e.g. arts, sports) that the customer would like to receive communications from.
This field is disabled by default. To enable it, navigate to the Registry application Registry::EN::TScustomerBO::Customer::Message Sources node, and set both the 'Readable' and 'Writable' dropdowns to Yes.
When the Message Source Strategy is not been enabled, the 'Associations' and 'Message Sources' fields operate independently of each other, and different lists can be bound to each of them. When the Message Source Strategy is enabled, the 'Associations' and 'Message Sources' fields share the Associations list.
For more information, refer to Configuring the Message Source Strategy.
Customer Communication Preferences Select whether the customer would like to receive news, updates and offers via email.
Customer Marketing Preferences Select whether the customer would like to receive marketing information via email.

Organization and Agent Organization Sections

The following image illustrates the default organization details section of the Customer|Basic page when Organization or Agent has been selected from the 'Account Type' dropdown:

The agent organization details and organization details sections on the Customer|Basic page appears when Agent or Organization are selected from the 'Account Type' field, respectively. This section contains the following properties:

Field Description
Organization Name The name of the organization.
Phone [1-3] Phone numbers associated with the organization. Use the dropdown list next to the number to specify the type of phone number (i.e. Fax, Home, Mobile, Work).

Contact Details Section

The following image illustrates the default contact details section of the Customer|Basic page:

The contact details section of the Customer|Basic page contains the following properties:

Field Description
Title A title for the contact (e.g. Mr., Mrs.).
First Name The default contact’s first name.
Middle Initial The default contact’s middle name initial.
Last Name The default contact’s last name.
Suffix A suffix to the contact’s name, (e.g. Jr., Sr.).

Address, Phone and Email Sections

The following image illustrates the default address, phone & email sections of the Customer|Basic page:

The address, phone & email section of the Customer|Basic page contains the following properties:

Field Description
Address The default address for the customer.
Additional addresses can be added using the Advanced tab.
For more information, refer to Adding an Address to an Existing Customer Account.
If your system is configured to validate the Postal Code, AudienceView will notify you if an invalid postal or zip code format is entered.
Phone & Email The email addresses and phone numbers for the customer. Use Phone 5, Phone 6, Eaddress 2, and Eaddress 3 to add additional contact information.
Clicking launches a new email to the address currently in the 'Email' or 'Work Email' field.
Caution
If you are using QAS do not bind any lists to the 'Country' field (e.g. the Countries list).

Payment Information Section

The following image illustrates the payment information section of the Customer|Basic page after the 'Add Payment' button is clicked and a credit card payment method is selected from the 'Payment Method' dropdown:

Depending on what is selected from the 'Payment Method' dropdown, the payment information section of the Customer|Basic page will contain the following properties:

Field Description
Payment Method Select the payment method to be used.
Depending on the payment method selected, the available fields will vary. For information regarding Direct Debit refer to the image and table below.
Cardholder Name If using a credit card, enter the cardholder name.
Card Number If using a credit card, enter the credit card number.
The application will validate this information.
Expiry Date (MMYY) If using a credit card, enter the expiry date of the card.
Gift Card Number If using a gift card, enter the gift card number
Gift Card Redemption Number If using a gift card, enter the gift card redemption number
Email Address If using PayPal, enter the email address associated with the PayPal account.
Issue Number The security code for UK credit cards. This field is disabled by default.

Direct Debit payments are generally used in the UK. The following image illustrates the payment information section of the Customer|Basic page after the 'Add Payment' button is clicked and a direct debit payment method is selected from the 'Payment Method' dropdown:

If a Direct Debit payment method is selected from the 'Payment Method' dropdown, the payment information section of the Customer|Basic page will contain the following properties:

Field Description
Payment Method Select the payment method to be used.
Depending on the payment method selected, the available fields will vary. For information regarding other payment methods refer to the image and table above.
Bank Account Number The customer's bank account number.
Sort Code The sort code associated with the customer's bank account.
Bank Account Name The name associated with the customer's bank account.
Recurrence Start Date The date that the direct debit payments will begin to be withdrawn from the customer's bank account.
Enter the date in the field or click to select a date.
For more information, refer to Using the Calendar to Select a Date.
Recurrence End Date The date that the direct debit payments will stop being withdrawn from the customer's bank account.
Enter the date in the field or click to select a date.
For more information, refer to Using the Calendar to Select a Date.
Description A text field that can be used to describe the direct debit transaction.
Payment Frequency The frequency with which the payments will be withdrawn from the customer's bank account:
  • One Month: The payments will be withdrawn once a month until the 'Recurrence End Date' is reached (if configured).
  • Three Months: The payments will be withdrawn once every three month until the 'Recurrence End Date' is reached (if configured).
  • One Year: The payments will be withdrawn once a year until the 'Recurrence End Date' is reached (if configured).
BACS Reference Number The BACS (Bankers' Automated Clearing Services) number associated with the customer's bank account.
Reject Reason The reason, if any, why BACS rejected the direct debit account.
Due Date The day date that the payment is due/will be withdrawn from the customer's bank account.
Enter the date in the field or click to select a date.
For more information, refer to Using the Calendar to Select a Date.
Account Status The status of the customer's bank account:
  • Active: The bank account has been validated and is active.
  • Declined: The bank account has been validated and has been declined (i.e. the account does not exist/some information is incorrect).
  • Pending: The bank account has not yet been validated.
Are you the main Account Holder and do you have sole authority over this account?
  • Yes: The customer associated with the account is the only person who has access to the funds.
  • No: The bank account is a joint account that the customer shares with another person.

Account Balances Section

Customer Value Section

The customer value section is disabled by default. For more information, refer to Configuring Customer Value Calculations.

The following image illustrates the customer value section of the Customer|Basic page:

The customer value section of the Customer|Basic page contains the following properties (this section is disabled by default):

Field Description
Integer [1-6] A total of six 'Integer' fields are available for customer value calculations. To modify an integer field label, navigate to the Registry::EN::Business Objects::TScustomerBO::Customer node and select the appropriate field that you want to re-label.
For more information, refer to Enabling Customer Values.
Big Integer [1-6] A total of six 'Big Integer' fields are available for customer value calculations. To modify a big integer field label, navigate to the Registry::EN::Business Objects::TScustomerBO::Customer node and select the appropriate field that you want to re-label.
For more information, refer to Enabling Customer Values.
Fixed Integer [1-6] A total of six 'Fixed Integer' fields are available for customer value calculations. To modify a fixed integer field label, navigate to the Registry::EN::Business Objects::TScustomerBO::Customer node and select the appropriate field that you want to re-label.
For more information, refer to Enabling Customer Values.

Marketing Data Section

The marketing data section is disabled by default. For more information, refer to Configuring Marketing Data Fields.

The following image illustrates an example order data section of the Customer|Basic page:

The marketing data section of the Customer|Basic page contains the following properties (this section is disabled by default):

Field Description
Data [1-50] Enables you to store additional information specific to your organization.
Any data entered into these fields is searchable through Business Intelligence. To modify a data field label, navigate to the Registry::EN::Business Objects::TScustomerBO::Marketing node and select the appropriate field that you want to re-label.
Date [1-10] Enables you to store additional date information specific to your organization.
Any dates entered into these fields are searchable through Business Intelligence. Enter a date or click to select a date. For more information, refer to Using the Calendar to Select a Date.
To modify a date field label, navigate to the Registry::EN::Business Objects::TScustomerBO::Marketing node and select the appropriate field that you want to re-label.
Currency [1-10] Enables you to store additional currency information specific to your organization.
Any currency data entered into these fields is searchable through Business Intelligence. To modify a currency field label, navigate to the Registry::EN::Business Objects::TScustomerBO::Marketing node and select the appropriate field that you want to re-label.
Fixed Integer [1-10] Enables you to store additional information (as fixed integers) specific to your organization.
Any integer data entered into these fields is searchable through Business Intelligence. To modify a fixed integer field label, navigate to the Registry::EN::Business Objects::TScustomerBO::Marketing node and select the appropriate field that you want to re-label.
Multidata [1-2] Enables you to store additional information specific to your organization.
To add additional fields, click or press CTRL+TAB once you have made an entry.
Any data entered into these fields is searchable through Business Intelligence. To modify a multidata field label, navigate to the Registry application Registry::EN::Business Objects::TScustomerBO::Marketing node and select the field that you want to re-label.

Reference IDs Section

Available as of AudienceView 6.8.19, the reference IDs section allows you to store additional reference numbers (e.g. account numbers in Vivid Seats) on the customer or order. It is disabled by default. For more information, refer to Configuring Reference IDs.

The following image illustrates an example reference IDs section of the Customer|Basic page:

CS-Customer-Basic_References-IDs-6-8-19.jpg

The available options are defined in the Registry when the reference IDs section is enabled.

Customer State Section

The customer state section only appears when a customer account has been loaded, not when a new customer account is being created.

The following image illustrates the default customer state section of the Customer|Basic page:

The customer state section of the Customer|Basic page contains the following properties:

Field Description
Merge to Customer If merging accounts, indicate the primary account.
For more information, refer to Merging Customer Accounts.
State Change Reason If changing the state of the customer, give a brief description for the state change.
Duplicate Customer If a duplicate account exists, identify the duplicate account number.
For more information, refer to Flagging Duplicate Accounts.
Enter the customer in the field or click to search for the customer.
For more information, refer to The Find Customers Dialog Box.
Merge Enables you to merge the account with another.
For more information, refer to Merging Customer Accounts.
Suspend Enables you to suspend the account. Suspended accounts are read-only and cannot be added to an order.
For more information, refer to Changing a Customer’s State.
Close Enables you to close the account. Closed accounts are read-only and cannot be added to an order.
For more information, refer to Changing a Customer’s State.

Customer Statistics Section

The customer statistics section can be used to determine a customer's rank based on his/her purchases. Then the information can be used to provide benefits and target marketing.

This section is disabled by default. For more information, refer to Configuring Customer Value Calculations.

Using a modified version of the Customer Points BI query, customer statistics can be populated and then imported using the Customer Points script definition. For more information, refer to Working with BI Formulas and Utilities - Data Management.

The following image illustrates the default customer statics section of the Customer|Basic page:

The customer statistics section of the Customer|Basic page contains the following properties (this section is disabled by default):

Field Description
Points The total number of points earned by the customer.
For more information, refer to Enabling Customer Statistics in the Desktop.
Rank The customer's rank out of all of the current members.
For more information, refer to Enabling Customer Statistics in the Desktop.
Total Members The total number of customers who are currently members.
For more information, refer to Enabling Customer Statistics in the Desktop.

If the above fields are enabled and contain values against a customer account, they will be displayed in the Customer Biography Report and the Donor Biography Report.

Affiliations

The affiliations section of the Customer|Basic page displays any affiliations that are currently/have been associated with the customer account. Affiliations can be added/updated via the Customer|Advanced page and pulled using the Contact Affiliations For more information, refer to Customer Affiliations.

The following image illustrates the default affiliations section of the Customer|Basic page:

The affiliations section of the Customer|Basic page contains the following properties (this section is disabled by default):

Field Description
Affiliation The customer's affiliation with you organization:
  • Board Member
  • Fundraising Committee
  • Staff Member
  • Volunteer

    The values available are defined in the affiliations list. For more information, refer to Configuring Lists.
Start Date The date that the affiliation began.
End Date The date that the affiliation will end.
Status The status of the affiliation.
Description The description, if any, entered when the affiliation was defined.

Biography Reports

You can link to both the Donor Biography and Customer Biography reports using the corresponding buttons. If you click on the arrow next to each button, you have the choice to either email, print or download the report. For more information, refer to Changing the Output of a Generated Report.