Contents COMBO SCREEN FOR THEPATRON EDGE ONLINE...1 TICKET/EVENT BUNDLES...11 INDEX...71

Transcription

1 Combo Screen Guide

2 Blackbaud, Inc. This publication, or any part thereof, may not be reproduced or transmitted in any form or by any means, electronic, or mechanical, including photocopying, recording, storage in an information retrieval system, or otherwise, without the prior written permission of Blackbaud, Inc. The information in this manual has been carefully checked and is believed to be accurate. Blackbaud, Inc., assumes no responsibility for any inaccuracies, errors, or omissions in this manual. In no event will Blackbaud, Inc., be liable for direct, indirect, special, incidental, or consequential damages resulting from any defect or omission in this manual, even if advised of the possibility of damages. In the interest of continuing product development, Blackbaud, Inc., reserves the right to make improvements in this manual and the products it describes at any time, without notice or obligation. All Blackbaud product names appearing herein are trademarks or registered trademarks of Blackbaud, Inc. All other products and company names mentioned herein are trademarks of their respective holder. ComboScreenGuidePEO-2011

3 Contents COMBO SCREEN FOR THEPATRON EDGE ONLINE Combo Screen Installation Install Combo Screen with Installer Create a Bundle Screen without Overwriting Recommended Events Page Set Up Online Ticket Combos Understand Online Package Deals and Combos Online Ticket Combo Sales Process Combo Offer Process TICKET/EVENT BUNDLES Set Up Ticket/Event Bundles Define Internet Address and Phone Types Address and Phone Type Security Restrict Internet Access to Client Preferences Configure Online Data Protection Questions Configure Password Generation Patterns Edit ecrm Site Settings Configure Fields on the Create Account Form Define ecrm Field Source Settings Log Into ecrm Manage ecrm Record Details Personal Details My Tickets My Subscriptions My Memberships Redeem Coupons Use Gift Cards Online Membership Benefits Online Package Deals Online Loyalty Programs Join a Loyalty Program Redeem Loyalty Points INDEX

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5 chapter 1 Combo Screen for The Patron Edge Online Combo Screen Installation Set Up Online Ticket Combos Understand Online Package Deals and Combos Online Ticket Combo Sales Process Combo Offer Process With the Combo Screen optional module for thepatron Edge Online, you can set up combos of multiple events to sell online. If you also set up a discounted package deal in The Patron Edge that includes the same events, when a patron purchase a combo online, they will receive the qualifying package discount automatically. When a patron adds tickets to their basket that are included in a combo but does not meet the full combo requirement, a message appears during the check out process. This message lets the patron know that a combo is available if they purchase tickets for additional event. This second chance or upsell opportunity message promotes awareness of the combos and can increase sales. Combo Screen Installation on page 1 Set Up Online Ticket Combos on page3 Understand Online Package Deals and Combos on page 7 Online Ticket Combo Sales Process on page7 Combo Screen Installation You can install the Combo Screen optional module by running the Combo Screen Installer. Note: If we are hosting your Patron Edge Online applications or websites, you should not run this installer. We will coordinate the installation with you and communicate a plan for the implementation of any components you are required to install at your site.

6 2 CHAPTER 1 Install Combo Screen with Installer To automatically run the necessary scripts and update the Patron Edge Online database, you can run the Combo Screen Installer on the default Patron Edge Online interface. Prior to running the installer, we recommend you log into your Windows operating system as a high-clearance network user. Automatically install Combo Screen using Installer 1. Access the server that runs your Patron Edge Online database and initiate the Combo Screen Installer. 2. From the Combo Screen Database Setup screen, enter the Patron Edge Online Sql server and database names. 3. Click Run. The installer creates tables, stored procedures, and language settings. This process also installs screens and screen parts in the default Patron Edge Online interface. You can then copy these screens to your live interface. Create a Bundle Screen without Overwriting Recommended Events Page Create a bundle screen without overwriting Recommended Events page 1. Run the Combo Screen Installer on the default Patron Edge Online interface. 2. Select Content, Site Design, Interfaces and highlight Interface code 1500 (the default interface). 3. Click View Interface Screens and locate the default.asp page. 4. Highlight this page and click Duplicate Screen. Note: For more information about duplicating screens, see Knowledgebase solution ID BB After duplicating the screen, locate the Copy of default.asp screen and click View Screen Parts. 6. Double-click the Shows List screen part and deselect the checkbox next to the Status value. This allows the bundles screen part to display correctly. 7. From the screens list, select and double-click Copy of Default.asp. 8. Select the interface on which the separate bundle page should appear, and rename it NewBundle.asp. 9. Create a new menu item that uses the following Target value: load_screen.asp?screen=newbundle.asp Note: For more information about creating a new menu item, see Knowledgebase solution ID BB You can successfully navigate to that page and Recommended Events continues to appear on the default.asp page.

7 Set Up Online Ticket Combos COMBO SCREEN FOR THE PATRON EDGE ONLINE 3 After the Combo Screen optional module Bundles optional module is installed, you set up bundles by accessing your Patron Edge Online administration site. The setup process involves several tasks, for example, you will create a description for each bundle by adding a language code in Site Design. In addition to the descriptions, you will also define the content of each bundle, including the events and ticket price types that qualify for as a bundle. After the bundles are created, you define the discount benefit for the bundles by accessing The Patron Edge and creating a package deal that includes the same events and price types in your bundles. The discount benefit an online patron receives when they purchase the items in a bundle is determined by the discount value on the associated package deal. Bundles leverage the package deals functionality to automatically apply discounts to orders based on the contents of an online patron s basket. Setup an event bundle 1. Access your Patron Edge Online administration site. At the top of the screen, click Content. 2. On the navigation bar on the left side of the screen, click Site Design, Language Settings. The Language Settings screen appears.

8 4 CHAPTER 1 3. On the toolbar, click the New button. The languages field editor New Record screen appears. Note: The Code field is not accessible. When you save, a code is automatically generated and will be viewable when you return to the Language Settings screen. 4. In the English (string) field, enter a description for the combo, for example, Buy tickets to show A and Show B to receive a 10% discount. The description you enter is important and should clearly communicate what must be purchased to receive a combo discount. This description will appear on your public site and provides online patrons with information about the combo requirements. 5. After you enter the bundle description, click OK to save. You return to the Language Settings screen. 6. Now you need to locate the code for the combo description you just created. You need this code to define the actual combo. To locate the code, click the SQL Filter button on the toolbar.

9 COMBO SCREEN FOR THE PATRON EDGE ONLINE 5 7. Next, in the first row of criteria fields, select English (string) and then LIKE in the first two fields respectively. In the third field, enter the combo description text you entered during step 4 above. For example, Buy tickets to show A and Show B to receive a 10% discount. 8. To filter records using the criteria entered, click the Apply SQL Filter (Enter) button located above the grid on the right side of the screen. The results are returned and displayed in the grid. 9. The Code column displays the numeric code for the combo description you added. Write down and retain this code, you will need it when adding the actual ticket combo. 10. Next, at the top of the screen, click Administration and on the navigation bar click Custom Tables, esrocstmbundles.

10 6 CHAPTER On the toolbar, click the New button. The Bundle Editor screen appears. All fields on this screen are required. 12. In the Name field, enter a display name for the bundle. This is the name that will appear on your public site. 13. In the Description Language Sting ID filed, enter the numeric code you noted during step 9 above. 14. In the From date field and To date fields, enter the active date range for this combo. Click in each field to access a calendar. 15. In the Shows field, use the Add button to include shows in this combo. There will be the shows for which tickets must be purchased to get a combo discount. 16. In the Price Types field, use the Add button to limit the combo eligibility to only specific price types. Make sure that the price types you select here are assigned to the price lists for all shows you selected in the previous step. 17. The Status field determines whether a bundle can be sold through the Patron Edge Online. If you select Active and it is within the to and from dates entered above, the combo will be available for sale on your public website. If you select Inactive, the combo is not available on your public website regardless of the to and from dates. 18. In the Ordinal field, enter a number to determine the order that the combos will be displayed on the combo screen within your public website. Number 1 means the combo will be listed at the top. This number must be unique for each combo.

11 COMBO SCREEN FOR THE PATRON EDGE ONLINE Click Save. Now that your combo is saved, you define the discount benefit for the combo by accessing The Patron Edge and creating a package deal that includes the same events and price types that are in your combo. For more information, see the next section. 20. Click Save. Now that your combo is saved, you define the discount benefit for the combo by accessing The Patron Edge and creating a package deal that includes the same events and price types that are in your combo.for more formation, see Understand Online Package Deals and Combos on page7. Understand Online Package Deals and Combos The package deals you configure in The Patron Edge are also available online to customers who make purchases through your Patron Edge Online public site. Package deals are discounts or benefits applied automatically to customer purchases based on the combination of items added to the basket. Package deals are the mechanism by which combos purchased online are discounted. The discount benefit an online patron receives when they purchase the items in a combo is determined by the discount value on the qualifying package deal. The process to configure package deals involves several steps. You define the specific items that must be purchased to qualify for a deal, set the value of the discount or benefit received when the package deal qualifications are met, and define the date and time a package deal is available. These processes are similar to those required for discount coupons; however, there are specific differences between the two that make them uniquely suited for different purposes. Unlike discount coupons, package deals are applied to purchases online automatically when qualifying items are added to the basket. With coupons, discounts are applied only when a coupon code is manually entered. For detailed information guiding you through the processes required to set up package deals, see the Package Deals chapter of the Box Office Setup Guide. After package deals are configured, you can apply user group restrictions to specific deals. This controls which package deals are active and eligible to be used online. For more information about assigning user group restrictions, see the Administration Guide. Note: Once your organization begins using package deals, you can run the Package Benefit Report to track usage of specific packages, package deals, and the resulting benefits given to customers. For more information, see the Reports Guide. Online Ticket Combo Sales Process Once you configure combos within your administration site and have created qualifying package deals in The Patron Edge, patrons can purchase combos on your public website and receive the qualifying the discount. This section provides an overview of the sales process patrons would go through online to purchase a combo.

12 8 CHAPTER 1 Online sales process for ticket combos 1. When a patron visits your public website to purchase tickets, they can access the combo detail list that displays the currently available combos. These are the active combos that have events with valid event dates to be sold online. Note: The order in which the combos are displayed in the list on your public site is based on the ordinal entered for each combo during the set up process. 2. To purchase a combo, the patron clicks the corresponding Add to basket button. The date and price type selection screen appears.

13 COMBO SCREEN FOR THE PATRON EDGE ONLINE 9 3. On the calendar, the patron selects the date to attend the combo events. They also select the number of tickets to purchase using the arrow buttons next to each applicable ticket price type. 4. To continue, the patron clicks Submit. The event time selection screen appears. 5. On this screen, the patron selects the time to attend each event included in the combo. After the times are selected, the patron clicks Submit to add the tickets to the basket. The patron then continues with the check out process. Combo Offer Process When a patron adds tickets to their basket that are included in a combo but does not meet the full combo requirement, a message appears during the check out process. This message lets the patron know that a combo is available if they purchase tickets for additional event. This second chance or upsell opportunity message promotes awareness of the combos and can increase sales.

14 10 CHAPTER 1 When a patron receives the combo offer message, they can click No Thanks! to continue on with their current purchase or they can click Choose to purchase additional ticket that makes them eligible for a combo. If they click Choose, the event time selection screen appears and the patron selects the time to attend each event included in the combo. After the times are selected, the patron clicks Submit to add the tickets to the basket. The patron then continues with the check out process.

15 chapter 2 Ticket/Event Bundles Set Up Ticket/Event Bundles Define Internet Address and Phone Types Restrict Internet Access to Client Preferences Configure Online Data Protection Questions Configure Password Generation Patterns Edit ecrm Site Settings Configure Fields on the Create Account Form Define ecrm Field Source Settings Log Into ecrm Manage ecrm Record Details Redeem Coupons Use Gift Cards Online Membership Benefits Online Package Deals Online Loyalty Programs With the Ticket/Event Bundles optional module for thepatron Edge Online, you can set up ticket/event bundles to sell online. When a patron purchases tickets for the events included in a bundle and those tickets are qualifying price types, the patron receives a discount. To increase sales and awareness of bundles, when a patron adds tickets to their basket that are included in a bundle but doesn t meet the full requirements, when they check out a message appears letting them know a bundle discount is available. From the Patron Edge Online administration site, you can configure different settings to control the appearance and functionality of ecrm on your public website. Set Up Ticket/Event Bundles on page2 Define Internet Address and Phone Types on page8 Restrict Internet Access to Client Preferences on page 10 Configure Online Data Protection Questions on page 12

16 12 CHAPTER 2 Configure Password Generation Patterns on page 13 Edit ecrm Site Settings on page15 Configure Fields on the Create Account Form on page16 Define ecrm Field Source Settings on page17 Log Into ecrm on page19 Manage ecrm Record Details on page21 Redeem Coupons on page43 Use Gift Cards Online on page46 Membership Benefits Online on page 48 Package Deals Online on page49 Loyalty Programs on page 50 Set Up Ticket/Event Bundles Bundles available online are from your public site and are set up and managed entirely from your Patron Edge Online administration site. You can use the Internet CRM Addresses, Internet CRM Client Name, Internet CRM Client Detail, and Internet CRM Phones settings to configure the fields available in the Account Details section of the My Account page. Note: You configure ecrm Table Definitions in The Patron Edge for use with The Patron Edge Online. Screen Item Description Internet CRM Includes settings to store customer address information. Addresses Internet CRM Client Includes settings to store names and titles for a customer. Name Internet CRM Client Includes settings to store a customer s mailing address, date of birth, gender, Detail workplace, address, and other detailed information. Internet CRM Phones Includes settings to store customer phone numbers. Because these settings are required for The Patron Edge Online, you cannot edit them.

17 TICKET/EVENT BUNDLES 13 You can use the Internet CRM Detail Lists, Internet CRM Membership, Internet CRM Reservation, Internet CRM Seasonal Program, and Internet CRM Booking settings to configure the fields available in the Account History section of the My Account page. Screen Item Description Internet CRM Detail Includes settings that appear on a customer s Account History record. Lists Internet CRM Includes settings to store membership information. Membership Internet CRM Includes settings to store information about reservation transactions. Reservation Internet CRM Seasonal Includes settings to store customers who participate in your season ticket Program program. Internet CRM Booking Includes settings to store information about the tickets a specific customer has purchased. Define ecrm table settings 1. Open ThePatron Edge. 2. On the navigation bar, click Administration. The Administration screen appears. Expand the Administration folder and then expand the System Setup folder. Double-click Table Definitions. The Maintain Table Definitions screen appears. 3. In the Table Name field, select a table to specify the settings that appear on the My Account and History pages of your Patron Edge Online website. You can select: 4. Once you select a table, define the settings for that table: Width - Because the Width column applies only to ThePatron Edge and not ThePatron Edge Online, we recommend you keep the default setting. Display - Mark Yes to display the fields on the My Account and History pages. Otherwise, select No to hide the field. Required - Mark Yes if the fields appearing on the My Account and History pages are mandatory. Otherwise, select No. Allow Duplication - We recommend you keep the default setting. Default Value - An optional field. If applicable, enter a default value for each field (must be 0 or 1). You can select from several tables:

18 14 CHAPTER 2 Internet CRM Addresses Includes settings to store customer addresses. Internet CRM Booking Includes settings for tickets the client has purchased.

19 TICKET/EVENT BUNDLES 15 Internet CRM Client Name Includes settings to store names and titles for a customer. Internet CRM Client Detail Includes settings to store the customer s mailing address, date of birth, gender, workplace, address, and other detailed information about a customer.

20 16 CHAPTER 2 Internet CRM Detail Lists Includes settings that appear on a customer s history record. Internet CRM Membership Includes settings for membership information. Internet CRM Phones Includes settings to store customer phone numbers. You cannot edit these settings.

21 TICKET/EVENT BUNDLES 17 Internet CRM Reservation Includes settings to store customer reservation transactions. Internet CRM Seasonal Program Includes settings to store customers who participate in your season ticket program.

22 18 CHAPTER 2 Internet CRM Tickets Management - Includes settings to store information about ticket resale requests. 5. To save your changes, click OK. 6. Click Back. You return to the Administration screen. Define Internet Address and Phone Types Internet entities are the address and phone types available on your public website. When you add Internet entities, you define which address types and phone types are available when a customer adds or edits ecrm account information on your public website. Note: You configure internet address and phone types in ThePatron Edge for use with ThePatron Edge Online. For information about address and phone type security, see Address and Phone Type Security on page 9. Define an internet address or phone type 1. From the Patron Edge main menu, click Administration. The Administration screen appears. Expand the Administration folder and the Client Tables folder. Double-click Internet Entities. The Internet Entities screen appears.

23 TICKET/EVENT BUNDLES Click New. The Internet Entities- Add New screen appears. 3. In the Entity Type field, select Phone Types or Address Types. 4. In the Entity Key field, select a phone type or address type, depending on your selection in the Entity Type field. The options available to select in the Entity Key field are stored in the Address Types table and the Phone Types table in Administration. 5. To save the new address or phone type, click OK. You return to the Internet Entities table.

24 20 CHAPTER 2 Address and Phone Type Security The Patron Edge includes the capability to prohibit user groups from viewing specific address and phone types. For example, to maintain the confidentiality of each customer s phone and address information, you can prohibit all user groups from viewing home and business address types and home and business phone types. The Patron Edge Online also supports address and phone type user group security, which is applied when viewing an ecrm account. For example, if you prohibit your internet user group from viewing address and phone types, when an ecrm record is accessed, the address and phone information is masked and displayed only with asterisks. Note: You configure user group security settings in ThePatron Edge for use with ThePatron Edge Online. Warning: If you prohibit your internet user group from viewing address and phone types, be aware that online customers will need to enter their phone and address information manually on the Client Details page each time they complete a transaction, even if they have an ecrm account. All user group security settings are established in The Patron Edge. For more information, see the Configure Users and Organization Units chapter of the The Patron Edge Administration Guide. Restrict Internet Access to Client Preferences The preferences that appear on the Edit Preferences screen in ThePatron Edge Online are stored in the Client Prefs table in Administration in ThePatron Edge. To display preferences from ThePatron Edge in The Patron Edge Online, you must first determine which preferences are available on the Internet.

25 TICKET/EVENT BUNDLES 21 For more information about how to add client preference categories, client preference groups, and client preferences, see the Marketing and Query Guide. Note: You restrict internet access to client preferences in ThePatron Edge for use with ThePatron Edge Online. Restrict internet access to a client preference 1. From the Patron Edge main menu, click Administration. The Administration screen appears. Expand the Administration folder and the Client Tables folder. Double-click Client Prefs. The Client Prefs screen appears. 2. In the grid, select the preference to exclude from your Patron Edge Online public website and click User Groups. The User Groups- Select the groups to restrict access screen appears. 3. On the Internet row, mark the checkboxes on each row and in each activity column for which to restrict Internet access. 4. To save your changes, click OK. You return to the Client Prefs screen.

26 22 CHAPTER 2 5. Repeat this procedure for each preference for which to restrict Internet access. Configure Online Data Protection Questions Data protection questions allow customers to choose how your organization can contact them and whether you can share their information with other organizations. When a patron creates an ecrm record, they can answer the questions if configured. Once patrons answer that data protection questions, the information is saved with their respective CRM and ecrm records. When customers create an account through your public site, a maximum of two questions can be displayed in The Patron Edge Online. You configure data protection questions in the The Patron Edge. For more information about configuring data protection questions, see the Data Protection section of the Marketing and Query Guide for The Patron Edge. Note: When the data protection questions you created in The Patron Edge are displayed online, the same text is used. However, you can customize the text for the two online data protection questions by adjusting the appropriate language settings through your administration site. To change the text displayed online, access your administration site and at the top of the screen click Content. On the navigation bar, select Site Design, Language Settings and edit the English (string) field for records 112 and 113 as needed.

27 TICKET/EVENT BUNDLES 23 Once a patron has created their online account and answered the data protection questions, they can review and edit the questions whenever they log into their account and view Personal details. This means they can adjust their answers as needed without having to contact your organization and make a special request. Configure Password Generation Patterns By default, when customers create an account online, the passwords generated consist of the customer s first name followed by several random digits. The exact number of random digits is determined by the value entered for the Random Length site setting located in the Password group.

28 24 CHAPTER 2 For increased security, you can use additional site settings in the Password group to customize the patterns used to generate passwords for ecrm accounts. To configure the additional site settings, access your administration site and at the top of the screen, click Administration. On the navigation bar, select System Setup, Site Settings. On the site settings toolbar, in the filters field, select the Password group to view and configure the relevant parameters. Random Length - The customer password is generated using a combination of the customer s first name and a quantity of random digits. With this setting, you determine the quantity of random digits that are used by entering a number in the Value field. For example, the password for John, a new ecrm customer, would be similar to John440 if you set the random length value to 3. Random Characters - With this setting you can shape the characters selected for the random password portion by entering specific characters to be used. Enter the characters without delimiters. If you leave this parameter empty, the characters are selected randomly. Password replacement pattern This setting works in conjunction with the Password replacement template parameter. Here, you can enter a regular expression used for generating the Name portion of the password, based on the client s first name. For example, set the Password replacement pattern value to ^\s*(\s+).*$ and Password replacement template value to $1$R to use only the first word in the client s first name. In this example, the password generated for John Doe will be John05. The password will never include a client s last name regardless of settings specified here. Password replacement template This setting works in conjunction with the Password replacement pattern parameter. Here, you can enter a regular expression that indicates how to combine the name portion of the password with the random portion. For example, set the Password replacement pattern value to ^\s*(\s+).*$ and the Password replacement template value to $1$R to use only the first word in the client s name. In this example, the password generated for John Doe would be John05. Another option is to set the Password replacement pattern value to ^\s*(\s+)\s*(\s*)\s*(\s*) and Password replacement template value to $R$1$2$3, which would use the first 3 words in the client s name, and display the random portion first. In this example, the password generated for John Doe would be 05JohnDoe.

29 TICKET/EVENT BUNDLES 25 Edit ecrm Site Settings With Site Settings in ThePatron Edge Online, you can configure the appearance of the ecrm account page. You can determine the height of the address, name, phone, and details sections of the ecrm record. You can also determine whether or not to update a customer s login name when he changes the address associated with his account. The table below explains the site settings available for ecrm. Screen Item Auto Update Login Window Height - Address Window Height - Details Window Height - Full Name Window Height - Phones Edit an ecrm site setting Description To update a customer s login name automatically when he changes his address, in the Value field, enter 1 for this setting. To disable this setting, enter 0 in the Value field. To resize the height of the address section of the ecrm account page, enter a new height in the Value field. To resize the height of the details section of the ecrm account page, enter a new height in the Value field. To resize the height of the full name section of the ecrm account page, enter a new height in the Value field. To resize the height of the phones section of the ecrm account page, enter a new height in the Value field. 1. On the Patron Edge Online administration site, at the top of the screen, click Administration. 2. On the navigation bar, click System Setup, Site Settings. The Site Settings screen appears. 3. In the filter field on the toolbar, select ecrm to limit the entries in the table to only those associated with the ecrm account screen. 4. In the grid, select the setting to edit and click Edit. The Edit Record screen appears.

30 26 CHAPTER 2 5. To make changes to the selected setting, enter a new value in the Value field. For example, to disable the Auto Update Login setting, enter 0 in the Value field. For more information about each of the ecrm site settings, see the table below. 6. To save your changes, click OK. You return to the Site Settings table. Configure Fields on the Create Account Form With User-Fields Rules in ThePatron Edge Online administration site, you can configure which fields appear on the Create Account form on your public website. You can change the format for a field and determine whether or not to require a customer to complete a specific field. Configure a field for the Create Account page 1. On the Patron Edge Online administration site, at the top of the screen, click Administration. 2. On the navigation bar, click System Setup, User-Fields Rules. The User-Fields Rules screen appears. 3. In the filter field on the toolbar, select crm_create_account to limit the entries in the table to only those associated with the ecrm Create Account form.

31 TICKET/EVENT BUNDLES In the grid, select a field to edit and click the Edit button. The Edit Record screen appears. Note: To change the caption that appears on your public website, you must use Language Settings. For more information about how to edit language settings and captions, see the Site Design Basics Guide. Note: To change the caption that appears on your public website, you must use Language Settings. For more information about how to edit language settings and captions, see Edit Language Settings and Captions on page To display the field on the Create Account form, mark Display. 6. To require your customers to complete the field when they create a new account, mark Required. 7. To change the format of the field, select a new format in the Type field. For example, if the default format is a text field, and you need to use a drop-down list instead, you can select LIST. 8. To save your changes, click OK. Define ecrm Field Source Settings With field source settings on the Patron Edge Online administration site, you can add, edit, or delete the selections available in the drop-downs for fields in ecrm. For example, to include additional titles in the Title field of the Create Account form, such as Mr., Mrs., and Dr., you can add the selections in the Field Source table. Define a field source setting While this procedure demonstrates how to define the options that appear in the Title field of the Create Account form, you can use it as a reference when you define other ecrm Field Source settings because the process is similar. 1. On the Patron Edge Online administration site, at the top of the screen, click Administration.

32 28 CHAPTER 2 2. On the navigation bar of your Patron Edge Online administration site, click System Setup, Field Source. The Field Source screen appears. 3. In the filter field on the toolbar, select user data to limit the entries in the table to only those associated with customer account information, or use the filter button to search for a specific field. 4. To create additional field selections, in the grid, select a default selection and, on the toolbar, click Copy. The New Record screen appears. Note: To save time and ensure accuracy, we recommend you copy an existing field source record and edit the necessary information to create a new setting. You do not need to edit information in the Code, Subject, Field Name, Field Code, Upgradeable, or Last Update fields. 5. In the Field Value field, enter a new selection for the field. For example, in the Field Value field for the Initial (Title) field, you could enter Mr. 6. In the Ordinal field, enter a numeric value to indicate in which order the selection should appear in the drop-down on your public website. 7. To save the new field value, click OK. You return to the Field Source screen. Log Into ecrm Once you configure all the necessary settings for the ecrm portion of your public website, your customers can create user accounts. Once a customer creates an account, he can update personal information and account information. After creating an account, the customer can log into ecrm and access saved account information each time he accesses your public website.

33 TICKET/EVENT BUNDLES 29 Create a new user account This procedure includes only those fields which appear by default on the Create Account form. Depending on how your system administrator configures ThePatron Edge Online, some fields may differ. 1. From the default page of the public website, the customer clicks my account. The Account Log-In screen appears. 2. Beside New user?, the customer clicks create an account. The Create Account page appears. 3. In the Title field, the customer can select a title by which to address himself, for example, Mr. or Dr. 4. In the First Name and Last Name fields, the customer enters his full name. 5. In the Telephone field, the customer enters his telephone number. The telephone number format is defined in The Patron Edge. 6. In the Mobile field, the customer can enter an alternate cell phone number where he can be reached. 7. In the field, the customer enters a primary address. The address also serves as the customer s user name for future transactions. 8. In the Retype field, the customer enters the address a second time to confirm the information is correct. 9. In the Address 1, Address 2, Town/City, Country, and Post Code fields, the customer enters address information. 10. The customer clicks Create Account. The ecrm account page appears. For more information about the items on this screen, see Manage ecrm Record Details on page21.

34 30 CHAPTER 2 Log in with an existing account 1. From the default page of your public website, the customer clicks my account. The Account Log-In screen appears. 2. In the Address field, the customer enters the address assigned as the login name for the account. 3. In the Password field, the customer enters his password. 4. The customer clicks Log-in. The My Account page appears. For more information about the items on this page, see Manage ecrm Record Details on page21. Retrieve a forgotten password 1. From the default page of the public website, the customer clicks my account. The Account Log-In screen appears.

35 TICKET/EVENT BUNDLES In the Address field, the customer enters the address associated with the account. 3. Next to the Password field, the customer clicks Forgot password?. A message appears and notifies the customer that an containing reset instructions has been sent to the address specified. 4. When the user retrieves the , they will be required to click the link provided. When the user clicks the link in the , they simply have to enter and confirm a new password and they are done. Please note, the link provided in the forgot password will expire after a set duration. The default duration is 1440 minutes. For more information see Mail Design in the Getting Started Guide. Manage ecrm Record Details Once a customer creates an account in ecrm, he can make changes to personal information and account information. On the My Account page, a customer can change a password, renew a membership or series, select or update client preferences, and edit personal information such as name, phone, and address information. Personal Details on page 22 My Tickets on page29 My Subscriptions on page 34

36 32 CHAPTER 2 My Memberships on page40 Personal Details On the Personal Details tab of the My Account page, customers can make changes to their personal information. They can edit their full name information, and make changes to any stored telephone numbers or addresses. They can update personal information such as birth date, address, company, web page, and marital status. Save all changes - If a customer makes changes to multiple sections of his account, to save all changes at once, the customer clicks Save all changes. Change password - When a customer creates an account, the program automatically assigns a default password. The customer can use the Change password task to create a new, unique password. For more information, see Change ecrm Account Passwords on page 23. Print confirmation form - A customer clicks this link to print a copy of the Personal details page. Update preferences - A customer clicks this link to edit the client preferences associated with their account. A client preference is a service or product your organization provides that a customer particularly likes. A client preference can be a type of event or seat, or a special need such as wheelchair assistance. For more information, see Edit ecrm Account Preferences on page 27. Log Out - To log out of the ecrm account, the customer clicks Log Out.

37 TICKET/EVENT BUNDLES 33 How may we reach you? - A customer clicks this link to view or edit data protection questions that determine how your organization can contact them. This means they can adjust their answers as needed without having to contact your organization and make a special request. For more information, see Configure Online Data Protection Questions on page 12. Change ecrm Account Passwords When a customer creates an ecrm account, the program automatically sends an message that contains the customer s user name and password. When the customer logs into his ecrm account, he can change his password as needed. Change an ecrm account password 1. From the default page of the public website, the customer logs into the ecrm account. For more information about how to log into an account, see Log in with an existing account on page20. For information about how to create a new account, see Create a new user account on page On the ecrm account page, the customer clicks Change password. The Change password screen appears. The customer cannot edit information in the Address field. To change the address associated with the account, the customer must use the Edit Customer Details task. 3. In the Password field, the customer enters the new password to associate with the account. 4. In the Confirm field, the customer enters the password again to ensure you entered it correctly. 5. To save changes, the customer clicks OK. The customer returns to the ecrm account page. Edit Full Names In the Account Details frame, a customer can edit the full name associated with the ecrm account. He can change the title associated with the name, the first name, middle name, and last name. Edit a full name 1. From the default page of the public website, customers can log into their ecrm accounts. For more information about how to log into an account, see Log in with an existing account on page20. For information about how to create a new account, see Create a new user account on page19.

38 34 CHAPTER 2 2. On the ecrm account page, in the Account Details frame, next to Full Name, the customer clicks the Edit button. The Edit Full Name screen appears. 3. In the Title field, the customer selects a title to associate with the name, for example, Dr. 4. In the First Name field, the Middle Name field, and the Last Name field, the customer enters his full name. 5. The customer clicks OK, and returns to the ecrm account page. 6. To save changes, next to Full Name, the customer clicks the Save button. Edit Customer Details In the Account Details frame, customers can edit details associated with their accounts. Customer details include birth date, address, company, web page, marital status, client type for benefit, and login name. Customers cannot make changes to the login name, but if the site is configured to do so, a customer s login name updates automatically when he changes his address. Edit customer details 1. From the default page of the public website, the customer logs into the ecrm account. For more information about how to log into an account, see Log in with an existing account on page20. For information about how to create a new account, see Create a new user account on page 19.

39 TICKET/EVENT BUNDLES On the ecrm account page, in the Account Details frame, next to Customer Details, the customer clicks the Edit button. The Edit Details screen appears. 3. In the Birth Date field, the customer enters his birthdate in mm/dd/yy format. 4. In the field, the customer enters a new address. If the Auto Update Login setting in Site Settings is configured to do so, the login name updates automatically when a customer the address associated with the account. 5. In the Company field, the customer enters the name of the company for which he works, for example, Blackbaud. 6. In the Web Page field, the customer enters his web page to associate it with his account. 7. In the Marital Status field, the customer selects a marital status, for example, Married or Single. The customer cannot edit information in the Login Name field. To change the login name, the customer must enter a new address in the field. 8. The customer clicks OK and returns to the ecrm account page. Note: If the window height is not properly sized, the customer must tab through the fields to reach the OK button. 9. To save changes, next to Customer Details, the customer clicks the Save button. Edit Phone Information In the Account Details frame, customers can edit the phone information stored for their accounts. A customer can edit each phone number for each phone type individually. For example, the customer can edit his work phone number without making any changes to his home phone number.

40 36 CHAPTER 2 Edit phone information 1. From the default page of the public website, the customer logs into the ecrm account. For more information about how to log into an account, see Log in with an existing account on page20. For information about how to create a new account, see Create a new user account on page On the ecrm account page, in the Account Details frame, next to Phones List, the customer clicks the Edit button. The Edit Phones screen appears. 3. In the [selected] Phone field, the customer enters a new phone number for the selected phone type. 4. The customer clicks OK and returns to the ecrm account page. 5. To save changes, next to Phones List, the customer clicks the Save button. Edit Addresses In the Account Details frame, customers can edit the address information stored for their accounts. They can edit each address for each address type individually. For example, a customer can edit his work address without making any changes to his home address. Edit an address 1. From the default page of the public website, the customer logs into the ecrm account. For more information about how to log into an account, see Log in with an existing account on page20. For information about how to create a new account, see Create a new user account on page 19.

41 TICKET/EVENT BUNDLES On the ecrm account page, in the Account Details frame, below Addresses List, the customer clicks the Edit button next to the address to edit. The Edit my addresses screen appears. 3. In the Address, Address 1, Address 2, City, State, Zip Code, and Country fields, the customer enters address information. 4. The customer clicks OK and returns to the ecrm account page. 5. To save changes, the customer clicks Save all changes. Edit ecrm Account Preferences A client preference is a service or product your organization provides that a customer particularly likes. A client preference can be a type of event or seat, or a special need such as wheelchair assistance. When you define client preferences, you can use them when you run queries. Once a customer creates an ecrm account, he can select or make changes to account preferences as needed. The preferences that appear on the Edit Preferences screen in ThePatron Edge Online are stored in the Client Prefs table in Administration in ThePatron Edge. To display preferences from ThePatron Edge in ThePatron Edge Online, you must first assign them to the Internet user group. For more information about how to restrict Internet access to preferences, see Restrict Internet Access to Client Preferences on page 10. Edit ecrm account preferences 1. From the default page of the public website, the customer logs into the ecrm account. For more information about how to log into an account, see Log in with an existing account on page20. For information about how to create a new account, see Create a new user account on page 19.

42 38 CHAPTER 2 2. On the ecrm account page, the customer clicks Update Preferences. The Edit Preferences screen appears. 3. The customer marks the checkboxes next to the preferences to select. 4. To save changes, the customer clicks OK and returns to the ecrm account page. Account History The Account History frame displays information stored on the client record in ThePatron Edge. Use the settings on the Internet CRM Details Lists in Table Definitions to configure which tabs display in the Account History frame. Booking - The customer selects this tab to view details of all transactions, including transaction number, transaction date, event, event date, quantity, and total price. Merchandise - The customer select this tab to view all merchandise items purchased, such as CDs and gift certificates. Client Types - The customer select this tab to view all active client types associated with his account. To make a client type active, enter a date range for the client type in ThePatron Edge. Note: Inactive client types appear on the client record in ThePatron Edge only. For more information about client types, see the Client Relationship Management (CRM) Guide. Open Orders - The customer selects this tab to view paid reservations.

43 TICKET/EVENT BUNDLES 39 Memberships - The customer selects this tab to view purchased memberships. Series - The customer selects this tab to view series sales and reservations. Preferences - The customer selects this tab to view and edit customer interests and specify mailing groups. My Tickets On the My Tickets page, customers can view all purchased tickets that have not yet been used. On this page, customers can request to resell tickets if they are unable to use them. If a customer has already submitted a resale request, and needs to cancel that request, he can easily do so. Resell Tickets on page29 Forward Tickets on page31 Resell Tickets When a customer wants to resell tickets, you can place a resale request through the client record in ecrm. You can place resale requests any time before and during the event. However, you cannot place a resale request once the event is over. You can withdraw a resale request at anytime as long as the ticket has not been resold. Once the tickets marked for resale are actually sold, the system automatically removes the tickets from the original owner and generates the refund.

44 40 CHAPTER 2 Placing a resale request 1. The customer logs into the public website. The My Account page appears. The customer clicks the My Tickets tab which lists all the tickets the customer purchased but has not used. 2. To place a resale request, the customer marks the checkbox next to each ticket to be resold and clicks Request Resale. The tickets are marked for resale.

45 TICKET/EVENT BUNDLES The Status column displays the status of the tickets marked for resale. Once the tickets are marked for resale, you can resell them in ThePatron Edge and a different customer can buy the tickets. For more information on reselling tickets in ThePatron Edge, see Resell Tickets in Reserved Seats Sales Guide. Forward Tickets When a customer has tickets for an event they cannot use, the customer can forward those tickets to another patron from your public site. Customers can forward tickets for regular events or series events. When a customer logs into their ecrm account via your public site, they can select the tickets to forward and designate the recipient. If the recipient does not have a client record, one is automatically created in ecrm and in CRM in ThePatronEdge. When a new client record is created, the recipient receives an notification with a username and password for his or her ecrm account. Once the tickets have been forwarded, the recipient receives an notification with the tickets attached. The recipient can then print the tickets from their computer. If the recipient cannot attend the event, he or she can forward the same tickets to someone else. Unless the event date has passed, there are no limitations as to how many times a ticket can be forwarded.

46 42 CHAPTER 2 Forward a ticket 1. The customer logs into their ecrm account. The My Account page appears. For more information about how to log into ecrm, see Log Into ecrm on page On the My Account page, the customer clicks the My Tickets tab which lists all the tickets the customer purchased but has not used.

47 TICKET/EVENT BUNDLES To select tickets to forward, the customer marks the checkbox next to each ticket and clicks Forward Tickets. A confirmation screen appears. 4. Click OK to confirm. The recipient detail page appears.

48 44 CHAPTER 2 5. The customer enters the recipient s contact information and clicks Forward. A confirmation record appears. If the client information entered is verified in ThePatronEdge, it is used in ecrm. If the recipient has no client record in ThePatronEdge, a new record is created and ecrm sends the recipient an notification with a new username and password. The forwarded tickets now appear with a Forwarded link. The customer can click the link to view more information. Once the tickets have been forwarded, the recipient receives an notification with the tickets attached. The recipient can then print the tickets from their computer. My Subscriptions To renew season tickets or subscriptions purchased, the customer selects the My Subscriptions tab and clicks Subscription Renew. On the My Subscriptions page, the customer can select the subscriptions to renew and complete the subscription renewal process. For more information about how to renew a series in ThePatron Edge Online, see the Online Series Renewal Guide.

49 TICKET/EVENT BUNDLES 45 For more information about how to renew a series in ThePatron Edge Online, see Online Series Renewal on page 1. Allocate Series Event Tickets ThePatron Edge Online uses special price types configured in ThePatron Edge to sell series tickets and bonus tickets. To purchase series tickets or bonus tickets, customers must log into ecrm. Once a customer logs in, he can view any series associated with all customers in the client group, add regular event tickets, and add series or bonus tickets to an existing series for any customer in the client group. Note: To display subscription information properly in ecrm, under Internet CRM Detail Lists in ThePatron Edge, make sure that Display is set to Yes for the Subscriber and Bonus setting. For more information about how to define ecrm table definitions, see Set Up Ticket/Event Bundles on page 2. A customer can successfully add an event ticket to an existing series only when: Enough events remain in the series. For example, if a customer purchased a five-event series and has selected only two events, that customer still has three events remaining. The event is eligible to be included in the series according to settings in ThePatron Edge. The price list for the series includes subscription price types with either Subs Event Ticket or Subs Bonus Ticket selected in the Usage field of the price type record. Warning: By default, customers can select any event with a subscription price type when allocating series or bonus tickets. We recommend you use the Tickets Show Types screen or Bonus Show Types screen to restrict the show types included in each scheme. You access the Tickets Show Types and Bonus Show Types screens through the Schemes table in Administration in ThePatron Edge. For more information about series and schemes, see the Series Guide.

50 46 CHAPTER 2 Warning: By default, customers can select any event with a subscription price type when allocating series or bonus tickets. We recommend you use the Tickets Show Types screen or Bonus Show Types screen to restrict the show types included in each scheme. You access the Tickets Show Types and Bonus Show Types screen through the Schemes table in Administration in ThePatron Edge. Allocate series or bonus tickets 1. The customer logs into the ecrm account. For more information about how to log into ecrm, see Log Into ecrm on page On the navigation bar, the customer selects Tickets. Customers can use the calendar or the Search box to locate the event for which to add tickets. The seating chart appears. 3. To add a series or bonus ticket, next to Ticket Type, the customer marks subs.

51 TICKET/EVENT BUNDLES On the seating plan, the customer selects seats for the event and clicks Order Seats. The basket screen appears. Note: If the customer is not logged in when selecting the subscription price type, the program prompts the customer to log into his ecrm account. If the customer has already logged in, the My Basket page appears. 5. To complete the transaction and verify the information is correct, the customer clicks Proceed to Checkout. The My Subscriber & Bonus Tickets page appears. All selected series tickets and bonus tickets appear at the top of the page. All series associated with the customers in the client group appear at the bottom of the page.

52 48 CHAPTER 2 6. To add a ticket to a series, in the Subscription Program column, the customer selects the correct series for each ticket. To add additional tickets or other items to the basket, the customer clicks Continue Shopping. When he is ready to complete the sales process, the customer clicks Proceed to Checkout. The My Details page appears. 7. Because the customer is logged into ecrm, his personal information fills in automatically. Customers can edit delivery details and address details as needed. When a customer is through making changes, he clicks Proceed to Checkout. The Complete Order page appears. Note: To clear all information entered in the delivery details and address details fields, and enter new information, the customer clicks Clear.

53 TICKET/EVENT BUNDLES The customer selects a payment method and enters credit card or debit card information. The customer clicks Submit. The Confirm page appears. 9. To print a copy of the confirmation form, the customer clicks Print confirmation form. The series ticket purchase is complete.

54 50 CHAPTER 2 My Memberships To renew a purchased membership, a customer can select the My Memberships tab and click Membership Renew. On the My Memberships page, customers can select the memberships to renew and complete the membership renewal process. Renew a membership 1. The customer logs into ecrm and selects the My Memberships tab. The grid displays all current memberships associated with the account.

55 TICKET/EVENT BUNDLES The customer clicks Membership Renew. The Membership Renew page appears, displaying any memberships eligible for renewal. 3. For each membership to renew, the customer clicks Add to basket. The My basket page appears.