Client Relationship Management (CRM) Guide

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1 Client Relationship Management (CRM) 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. PECRMGuide-2011

3 Contents CLIENT RELATIONSHIP MANAGEMENT (CRM) Find Support Client Record Types Navigate in CRM The Home Page CRM Search Manage Client Records Client Record Tabs Client Portal Tree View Add Client Records Manage Client Relationships Understand Relationships Add Relationships Edit and Duplicate Relationships Client Record Tasks Sales Client Management Booking Open Orders Memberships Series Donations Remarks Mailing History Preferences Client Types Loyalty Members Payments Applications Transactions By Group Activities Merchandise Actions CRM Administration Settings CRM Search Criteria Screen CRM Search Results Grid Client Record Tabs Client Details Screen

4 Actions Tables States Table Relationship Types Action Records Custom Fields INDEX

5 chapter 1 Client Relationship Management (CRM) Find Support Client Record Types Navigate in CRM CRM Search Manage Client Records Manage Client Relationships Client Record Tasks CRM Administration Settings In CRM, you can add and edit client records, create memberships, add donations, work with ticketing and mailing information, and add and update actions. You can manage customers biographical information, such as names, addresses, and contacts. You can verify and update customer information from a client record before you process sales and then directly access Sales from the open record.

6 2 CHAPTER 1 Find Support If you need information as you work in the program, you can find resources in Administration. In the Support folder, you can access our website, send an to Patron Edge Support, and open the user guides. Note: To use our online solutions, you must have Internet access and a customer login. Screen Item Blackbaud Web Site Support User Guides Description When you double-click Blackbaud Web site, you access our home page. To search for answers to your software questions in our Knowledgebase and browse our library of Frequently Asked Questions in our FAQ Library, select Support on the menu bar. You can create new cases and check the status of existing cases in Case Central. In addition, you can download updates and participate in user forums and review newsletters, user guides, and hardware requirements. You must enter your user name and password to access Customer Support. When you double-click Support, you can send directly to Patron Edge Support. The screen for your default program appears automatically with the address in the To field. You can enter your subject and text and then send your message. When you double-click User Guides, you access the User Guides page for ThePatron Edge. To open a PDF of a user guide, click the link. Note: PDF stands for Portable Document Format, a type of document viewed with Adobe Acrobat Reader that maintains its formatting and appears correctly on any output device. PDF files contain hyperlinks so you can jump from topic to topic. Client Record Types In CRM you can add, edit, and delete information stored in the database. You can use this information when you sell tickets and create reports or mailings. Client record types in The Patron Edge include: Individual records individual customers Organization records institutes, corporations, and schools Be careful not to confuse organization records with the Organizations table in Administration. An organization record manages a customer that is an organization. The Organizations table includes the types of organizations that may grant benefits to specific customers. Each organization in the table may or may not also be a customer.

7 CLIENT RELATIONSHIP MANAGEMENT (CRM) 3 Agency records agencies Be careful not to confuse agency records with the Agents table. An agency record manages a customer that is an agency. The Agents table is part of Sales. Each agency in the table may or also may not be a customer. Navigate in CRM The shell in ThePatron Edge provides a central area where you can enter all areas of the program. When you click a link for an area, it appears as a page in the shell. To access CRM, on the home page, click CRM on the navigation bar. The navigation bar is located on the left of the Main Menu screen, or home page, and contains links to all main areas of a program. When you click a link, a page for that area opens. For example, to access Administration, on the navigation bar, click Administration. The Home Page The home page provides a central location for quick and easy access to all areas of ThePatron Edge. You can customize your home page to display records and functions you use most frequently. You can display your favorites, messages, actions, and a website. You can select to display a website as part of your home page, for example the Blackbaud website or Knowledgebase. Actions An action is a task or activity that needs to be completed and can include meetings, mailings, phone calls, and messages. On the home page, you can view actions not yet completed and clearly see the status of each. Actions appear in a grid that you can sort when you click a column heading. In addition to viewing actions on the home page, you can efficiently print a list of actions, which can be used as a to do list.

8 4 CHAPTER 1 Your administrator can determine which action record fields are displayed in the actions grid on the home page. To add or remove columns from the grid, access the Maintain Table Definitions screen, select Home page-actions in the Table Name field, and in the Display column for each field mark Yes or No to display or hide each. For example, mark Yes for Client ID and User Definable to display that action record information on the home page. Note: Actions appear in a grid in the colors defined on the Action Status table in Administration. Display actions on the home page 1. On the Main Menu screen, from the menu bar, select File, Settings. The Main Menu Settings screen appears. 2. To display action records on the home page, mark Show Actions. 3. To save the selection, click OK. You return to the home page. 4. To refresh information on the home page, press F5 on the keyboard or select File, Refresh Home Page from the menu bar. Actions not yet completed appear in the grid. Configure which actions are displayed on the home page By default, each user s home page displays all actions, including those assigned to other users and those that are unassigned. However, you can determine which actions each user can see when they log in. 1. On the Main Menu screen, on the navigation bar, click Administration. The Administration screen appears.

9 CLIENT RELATIONSHIP MANAGEMENT (CRM) 5 2. Expand the Administration folder and then expand the Users Setup folder. Double-click Users. The Administration - Users screen appears. 3. In the grid, select the user to configure. 4. On the action bar, click Assignments on Home Page. The Hide Assignments of Other Users on Home Page appears.

10 6 CHAPTER 1 5. Mark the actions to hide from this user. You can hide the actions assigned to other users or all users. You can also choose to hide none or just those that are unassigned. When the user logs into The Patron Edge, the actions displayed on their home page will reflect the selections you make here. 6. To save and return to the Administration - Users screen, click OK. Print an action list 1. On the Main Menu screen, from the action bar on the Actions grid, click Print Actions List. Note: To print the actions list from the menu bar on the Main Menu screen, select Actions, Print Actions List. We recommend you select landscape orientation when you print actions from the home page. Otherwise, you may not see all the information on one page.

11 CLIENT RELATIONSHIP MANAGEMENT (CRM) 7 2. The Print screen appears. On this screen, select the printer, number of copies to print, and any other printer settings. We recommend you select landscape orientation to print actions from the home page. Otherwise, you may not see all the information on one page. 3. To print the list, click Print. The program sends the list to your printer, and you return to the home page. Favorites You can use Favorites to open and process items directly from the home page. For example, you can process and display Patron Edge reports directly from the home page. In addition to Patron Edge tables and reports, you can add frequently used external files and executables as favorites so you can access them directly from the home page. For example, you can add a link to your ticket printer server. Add a favorite to your home page 1. On the Main Menu screen, from the menu bar, select Favorites, Edit Favorites. The Edit Favorites screen appears. Patron Edge tables appear in the Available Favorites box on the left.

12 8 CHAPTER 1 2. In the Available Favorites box, expand a folder. To select an item to appear as a favorite, click it and then click Add to move it into the Current Selected Favorites box on the right. 3. To add a shortcut to another program as a favorite, click Custom. The Edit Favorite Item screen appears. 4. In the Name field, enter the name as it will appear on the main page. 5. In the Executable Target field, click the magnifying glass to locate the executable or other file, for example, the location of your print server. 6. To save the favorite item and return to the Edit Favorites screen, click OK. 7. To create a folder in the Current Selected Favorites box, click Groups. Enter a name for the new folder. You can select and add items from the Available Favorites box to the new folder. 8. Once you create a group, when you select it, then select an item and click Add, the program adds the item to that folder. 9. Once you finish editing favorites, click OK to save the changes. You return to the Main Menu screen.

13 CLIENT RELATIONSHIP MANAGEMENT (CRM) 9 Messages With Messaging, you can communicate with other Patron Edge users. Messaging informs you of any developing relevant issues, for example, if extra seats are released for a show or if an event is cancelled or postponed. You can specify to send messages to all or selected users of ThePatron Edge. From the File menu on the Main Menu screen, you can select Show messages to view general or login messages on your home page. When you select File, Send a Message, the Send a Message screen appears. In the General Messages field, you can select to send a general, login, or instant message. General General messages appear to the users you select when they select an event for sale. You can assign a pop-up note to an event or assign it at the show level and copy it to all new events. When a recipient clicks Best Available or Classify, double-clicks the event from the event list, or selects an area with Areas in Sales, the pop-up message appears. Login Login messages are similar to instant messages, except they appear the next time the selected users log into ThePatron Edge. When a recipient logs in, the message appears on the home page. Recipients can click Keep or Delete. If they keep the message, it appears the next time they log in. If they delete it, the program never shows the message again. Instant As soon as you send an instant message, it appears immediately to the selected users who are currently logged into ThePatron Edge. Recipients see a screen with the text and can click OK to close the screen. Send a user message 1. On the Main Menu screen, from the menu bar, select File, Send a Message. The Send a Message screen appears. 2. In the Messages field at the top of the screen, select General, Login, or Instant. To send the message to all Patron Edge users, in the To field, click All.

14 10 CHAPTER 1 3. To send the message to selected users, click the ellipsis to access the Recipients screen. On the Recipients screen, select the users to receive the message and click Add to move them into the Recipients box. 4. Click OK to return to the Send a Message screen. 5. In the Subject field, enter the subject of the message. In the text box, enter the content of the message. 6. Depending on the kind of message you are sending, selections in the Advanced Tab frame become enabled: General message to allow the recipient to remove the message from the home page after reading it, mark Allow recipients to delete message. Login message to allow the recipient to block pop-up messages at login, mark Allow recipients to block popup. In the Popup frame, to specify the message appear only once, mark Regular. To specify the message appear multiple times, mark Compel popup and specify how often the message should appear. Instant the Advanced Tab frame is disabled. 7. To specify a date range the message is valid, mark Valid from and select dates in the fields. If a recipient does not log in during the time period you specify, no message is received. 8. To send the message, click OK. The program sends the message, and you return to the home page. Access Client Records When you click CRM on the navigation bar, CRM opens to the CRMSearch Criteria screen. On this screen you can search for client records based on criteria such as customer name and address, sales, series, and memberships. To return to the CRMSearch Criteria screen after you close it, you can click Search on the bottom right of the Results screen. For more information about search results, see CRM Search Results Grid on page178. To cancel a search at any time, click Cancel on the CRMSearch Criteria screen. To begin a new search, click New Search on the CRMSearch Criteria screen.

15 Open a client record CLIENT RELATIONSHIP MANAGEMENT (CRM) On the Main Menu screen, on the navigation bar, click CRM. The CRMSearch Criteria screen appears. 2. On the General tab, enter the criteria to use to search for the customer, for example, enter information in the Last Name, First Name, or City fields. 3. To limit the search to only group leaders, mark Show Group Leaders Only. 4. To limit the search to only active customers, mark Show Active Clients Only. 5. In the Record Type frame, select the record type for which you are searching, for example, Individual Record or Organization Record. When you select a record type, the criteria fields change for that record type. Criteria fields can vary. Note: To add a new record from the CRMSearch Criteria screen, click Add and select a record type to add. For more information about how to add a client record, see Add Client Records on page To search for client records by the kind of customer, select the Client Types tab. Mark Search by Client Type. In the Select column, mark the checkboxes next to the client types for which to search, for example, Alumnus, Board Member, and Major Donor. Settings for client types are defined in the Client Types table in the Client Tables folder in Administration.

16 12 CHAPTER 1 To search for all client types, mark Search for all selected Types. To search for specific client types, mark Search for exactly matching Types. 7. To search for client records by using customers sales information, select the Sales tab. Mark Search by Sale Date and Search by Event Date and select the dates in the From and To fields. To search by other sales criteria, mark Search by Interest, Search by Show Type, Search by Show, or Search by Event and click Select to select specific criteria. 8. To search for client records by the number of tickets or transactions or by purchase amounts, select the Quantities tab. To search based on the number of tickets sold to customers, mark Search by Number of Tickets. In the From and To fields, enter a quantity. To search based on the number of transactions made with customers, mark Search by Number of Transactions. In the From and To fields, enter quantities.

17 CLIENT RELATIONSHIP MANAGEMENT (CRM) 13 To search based on the total purchase amount made by customers, mark Search by Total Purchase Amount and enter amounts in the From and To fields. 9. To search for client records by mailing dates and types, select the Mailing tab. To search by specific dates, mark Search by Mailing Date and enter the dates in the From and To fields. To search by specific mail types, mark Search by Mailing Type. In the Select column, mark the checkboxes next to the mail types for which to search, for example, Special Mailing or Annual Brochure.

18 14 CHAPTER To search for client records by customer preferences, select the Preferences tab. To search by preferences, mark Search by Client Preferences. In the Select column, mark the checkboxes next to the groups and client preferences for which to search, for example, Concerts and Jazz or Dance and Modern. 11. To search for client records by series and membership information, select the Season\Member tab. To search by series or membership, mark Series or Member and make your selections in the Season and Series fields. To further narrow the search, mark Active, Reserved, or Cancelled.

19 CLIENT RELATIONSHIP MANAGEMENT (CRM) To search for client records by clients or agents, select the Agent tab. To search all client records, mark All Clients. To search only for agents, mark Only Agents and select agents in the Agency Name field. 13. To search for client records by group contact roles, select the Group Sale tab. To search by roles, mark Search by contact role. In the Select column, mark the checkbox next to the groups and roles by which to search, for example, School and Chaperone or Mandatory Roles and Group Coordinator. 14. When you finish selecting search criteria, click OK. Depending on your selections: A single client record opens on the Client Portal screen.

20 16 CHAPTER 1 Multiple client records appear in a grid on the CRM Search Results screen. Select a client record and double-click it in the grid. The selected client record opens on the Client Portal screen. Note: If the Data Protection screen appears when you open a client record, verify the information for the selected customer and click OK. This screen displays restrictions on the client record about when and how to contact the customer about your organization s events. These restrictions are defined in the Restrictions table in the System Setup folder in Administration. 15. To close the client record, click Back. You return to the CRM Search Results screen. 16. To exit CRM and return to the Main Menu screen, click Back.

21 CLIENT RELATIONSHIP MANAGEMENT (CRM) 17 CRM Search Depending on the search criteria you enter on the CRMSearch Criteria screen, one or multiple client records can appear. When more than one record meets the search criteria, the records appear in a grid on the ClientSearch Results screen. The CRMSearch tree view appears on the right of the screen. The grid displays customer names, phone numbers, client types, addresses, and other biographical information from the client records. You can click the Client Portal button in the grid to open the client record. To open the Record Details screen so you can edit customer information, click the Client Maintenance button in grid. To open a client record, select a record in the grid and double-click it.

22 18 CHAPTER 1 The CRMSearch tree view displays tasks that you can perform from the CRMSearch Results screen. The tree view contains links to areas of the program where you can enter or edit customer information, view seating information, and sell tickets. You can use the CRMSearch tree view to access the most commonly used sales and client relationship management tasks. Folder Sales Sales to Client Client Management Description You can expand the Sales folder to work with ticket and merchandise sales. For more information about sales processes in a reserved seat organization, see the Tickets and Merchandise chapters of the Reserved Seats Sales Guide. For more information about sales processes in a general admission organization, see the Tickets and Merchandise chapters of the General Admission Sales Guide. You can expand the Sales to Client folder to work with ticket and merchandise sales and receive donations. For more information about sales and donation processes in a reserved seat organization, see the Tickets, Donations, and Merchandise chapters of the Reserved Seats Sales Guide. For more information about sales processes in a general admission organization, see the Tickets, Donations, and Merchandise chapters of the General Admission Sales Guide. You can expand the Client Management folder to work with customer information. To access a client record, in the Client Management folder, click Client Portal. The CRMSearch Results screen appears so you can select a record. For more information about working with client records, see Manage Client Records on page19.

23 Manage Client Records CLIENT RELATIONSHIP MANAGEMENT (CRM) 19 When you open a client record, the Client Portal screen appears. For more information about how to open client records, see Access Client Records on page10. The client record consists of a client group pane at the top of the screen, tabs, and the Client Portal tree view on the right. The client group pane located in the top left corner of the Client Portal screen displays the members of each client group along with each record number and the full name of customers. You can add customers to the group and edit client properties. Graphics at the beginning of each row provide information about the selected customer. Active client record Inactive client record Group leader Add Edit Click this button to add customers to the current group. Click this button to edit customer properties.

24 20 CHAPTER 1 Client Record Tabs An open client record contains tabs you can select to view and manage client relationship information. Most tabs have corresponding folders in the Client Portal tree view. When you select a tab on the record, the program expands the corresponding folder in the tree view. For more information about the folders in the tree view, see Client Portal Tree View on page21. Tab Actions Activities Booking Client Type Commissions and Taxes Donations Description On the Actions tab you can view, add, edit, and delete action records. On the Activities tab you can view activity records and, if applicable, transaction details associated with an activity. On the Booking tab you can view details of all transactions made by the customer, including transaction number, transaction date, and event. Tickets linked to unpaid invoices now appear in green on the Booking Tab. There is a new Company setting called 'Color bookings and reservations linked to unpaid invoices' on the General Tab for this functionality. On the Client Type tab you can view current and past client types assigned to the customer. On the Commissions and Taxes tab you can view each fee and tax charged for purchases made. You can use this tab to quickly verify the fees and taxes charged, which is helpful when clients have a specific question charges. On the Donations tab you can work with gifts your organization receives. Only users with rights can view transaction details on the Donations tab. You can define security by organization unit. Loyalty Members On the Loyalty Members tab you can view details for each loyalty program a customer belongs to. This includes the number of points earned and used. Mailing History Memberships Merchandise Open Orders Payments Preferences Remarks Series On the Mailing History tab you can work with targeted mailing lists. On the Memberships tab you can view current and lapsed memberships for the group. You can also add, edit, and drop memberships. On the Merchandise tab you can view each merchandise item involved in various group transactions. On the Open Orders tab you can view paid reservations. On the Payments tab you can work with payments made by the customer. For more information about working on the Payments tab, see the Payments chapter of the Payments Guide. On the Preferences tab you can flag customer interests and specify mailing groups. On the Remarks tab you can view, add, and edit remarks for a customer, for example, special requests and recommendations. On the Series tab you can view current and past series sales and reservations.

25 CLIENT RELATIONSHIP MANAGEMENT (CRM) 21 Client Portal Tree View The Client Portal tree view displays tasks you can perform on an open client record. Generally, when you select a tab on a client record, a corresponding folder in the Client Portal tree view expands to display links for completing related tasks. For more information, see Client Record Tasks on page 42. Note: Not all folders displayed in the tree view have corresponding tabs on the client record. For example, the Sales and Client Management folders in the tree view do not appear as separate tabs on the client record. Folder Sales Description From the Sales folder, you can sell tickets, memberships, series, and merchandise. You can also accept returned items and donations. There is no Sales tab on the client record. For more information, see Sales on page 43. Client Management From the Client Management folder, you can work with groups, customer details, and data protection settings. For more information, see Client Management on page 44. Booking Memberships Series Donations Remarks Mailing History Preferences Client Types Loyalty Members Payments Applications Transactions By Groups Activities From the Booking folder, you can view details of all transactions made by the customer, including transaction number, transaction date, and event. For more information, see Booking on page 46. From the Memberships folder, you can accomplish multiple tasks, including adding, editing, and dropping memberships. For more information, see Memberships on page 49. From the Series folder, you can work with series sales and reservations. For more information, see Series on page 78. From the Donations folder, you can work with gifts your organization receives. For more information, see Donations on page 139. From the Remarks folder, you can add and edit remarks for a customer, for example, to record special requests and recommendations. For more information, see Remarks on page 146. From the Mailing History folder, you can work with targeted mailing lists. For more information, see Mailing History on page 148. From the Preferences folder, you can flag customer interests and specify mailing groups. For more information, see Preferences on page 149. From the Client Types folder, you can assign and edit client types for a customer. For more information, see Client Types on page 150. From the Loyalty Members folder, you can manually add or subtract loyalty points for a client. For more information, see Loyalty Members on page 152. From the Payments folder, you can work with payments made by the customer. For more information, see Payments on page 154. From the Applications folder, you can specify *.exe or other files to open in The Patron Edge. For more information, see Applications on page 154. From the Transactions By Group tab, you can view transactions grouped by the associated transaction reference number. For more information, see Transactions By Group on page 155. From the Activities folder, you can view activity records and, if applicable, transaction details associated with an activity. For more information, see Activities on page 156.

26 22 CHAPTER 1 Folder Relationships Merchandise Actions Description From the Relationships folder, you can work with relationship records. You can also open another client record from the Relationships folder. For more information, see Manage Client Relationships on page 34. From the Merchandise folder, you can sell items, such as CDs and gift certificates. For more information, see Merchandise on page 162. From the Actions folder, you can add and manage action records. With action records, your organization can track interactions between customers and your organization. You can address complaints, fulfill requests, and answer inquiries from customers. You can also assign actions to specific system users. For more information, see Actions on page 162. Add Client Records You can add new client records in CRM. ThePatron Edge organizes client records into groups. Each group must have a group leader. You can designate a group leader for only one group of customers. Groups can be families, organizations, or a group of friends who have unique addresses and sales histories but have a common organizer. When adding a new client record to the database, we recommend you first search the database to see if the client record already exists. If the client record does not exist, when you add the new record, the customer becomes the group leader. You can add new records from the CRMSearch Criteria screen or from the Client Management folder in the Client Portal tree view. When you select to add a new client record outside a group, the program marks Group Leader on the new client record and assumes this record is a new group leader. However, to change group leaders, you can add a new client record to a group leader and then mark or unmark Group Leader on the client record to show who the group leader is.

27 Add a client record CLIENT RELATIONSHIP MANAGEMENT (CRM) On the Main Menu screen, on the navigation bar, click CRM. The CRMSearch Criteria screen appears.

28 24 CHAPTER 1 2. To add a new record, on the CRMSearch Criteria screen, click Add. The Full Name and Client Details screens appear. Note: Before adding a new record, we recommend you first ensure the record does not exist in the database. 3. On the Full Name screen, enter name information required by your organization: In the Title field, select a title for the customer, for example, Ms.. In the First Name, Middle Name, and Last Name fields, enter the customer s name information. In the Preferred Name field, enter the name or nickname the customer uses. In the Initials field, enter the initials for the customer, for example, Mary Ann Smith s initials are MAS. In the Suffix field, select a suffix for the customer, for example, PhD. 4. To save the name information, click OK. The program saves the information and closes the Full Name screen. 5. On the Client Details screen, in the Job Title field, enter the customer s job title, for example, Accountant. 6. To add the customer s telephone numbers, enter the numbers in the Home, Mobile, and Work fields. In the Fax field, enter the fax number.

29 CLIENT RELATIONSHIP MANAGEMENT (CRM) 25 To change the labels of the phone fields, click the arrow next to the field and select a new name from the list. 7. To enter address information for the customer, click Address. The Address screen appears. 8. To designate this address as the mailing address, mark Mailing Address. 9. In the Country field, select the country for the mailing address. To search for a city, state, and ZIPCode, click Address Lookup. To add the city, state, and ZIPCode manually, in the Address line1, City, State/County and Zip Code fields, enter the customer s address information. 10. To work with invoice address validation, click Validity. An invoice frame appears on the Address screen. 11. To enable invoice address date information, mark Invoice Address.

30 26 CHAPTER 1 In the Date, Hours, and To fields, select dates and times for the invoice address. 12. To save your changes, click OK. You return to the Client Details screen. 13. To make this an active record, next to Status, mark Active.

31 CLIENT RELATIONSHIP MANAGEMENT (CRM) To add additional contact information, employment, and biographical information for this customer: In the field, enter the address, for example, In the Position field, enter the customer s job position, for example, Senior Accountant. If the customer s employer has a website, in the Web Page field, enter the url. In the Employee# field, enter the customer s employee identification number. In the Marital Status field, select Single, Married, Divorced, or Widowed. To add the organization used for subsidy payments if the customer is eligible, in the Organization field, select an organization. In the Birth Date field, enter the customer s date of birth. If ThePatron Edge and TheRaiser s Edge are integrated, the ExternalID field stores the Raiser s Edge identification number. We recommend that you not change this number because it may interfere with the integration functionality between the programs. In the Company field, enter the customer s employer. Next to Gender, mark Male or Female. To allow mailings to the customer, next to Block Mail?, mark No. To help track this customer in the database, in the Geodemographic field, select a classification. To associate the customer with the benefits of membership, in the Client type for benefit field, select the client type. 15. Generally, the multiple User Definable fields can be configured by your organization to track additional information you want to capture for each client. However, User Definable 9 is in use by the program. It is used to track membership benefit misuse and it displays a number that represents the number of benefit tickets the customer requested but never used. When a client reaches a specific number of unused benefit tickets, their membership may be frozen. The allowed number of unused tickets is determined by the value entered for the Freeze membership after x times of misuse company table setting. When unfrozen, the User Definable 9 field is reset. For more information, see the Membership Guide. 16. To save the new client record, click OK.

32 28 CHAPTER If your organization uses ThePatron Edge Online, you can define or modify login information for the customer. To define a login name and password, click Login. The Client Login screen appears. Enter the Patron Edge Online login and password for the customer. You can also verify the security question for the user. 18. To save the login information, click OK. You return to the Record Details screen. 19. To save the new record, click OK. You return to the Client Portal screen and the new client record. 20. To close the record, click Back. You return to the return to the CRMSearch screen. 21. To exit CRM and return to the Main Menu screen, click Back. Manage Client Groups There are many circumstances under which you may need to add a client record to an existing group or remove a client record from an existing group. For example, if a spouse and a group leader become divorced, you would move the spouse out of the current group and make them the leader of their own group.

33 Add a client record to an existing group CLIENT RELATIONSHIP MANAGEMENT (CRM) On the Main Menu screen, on the navigation bar, click CRM. The CRMSearch Criteria screen appears. Note: Before adding a new record, we recommend you first ensure the record does not exist in the database. 2. To find the group to which to add the new client record, on the CRMSearch screen, search for the group leader. Open the group leader s client record.

34 30 CHAPTER 1 3. To add a new client record to the group leader s group, in the Client Portal tree view, expand the Client Management folder and click Add New Client to Group. The Full Name and Client Details screens appear. Note: Before adding a new record, we recommend you first ensure the record does not exist in the database. 4. Using the steps in Add a client record on page23, enter information for the new customer, whom you are adding to this customer s group. For example, add Dave Smith to Mary Ann Smith s group. 5. When you finish adding the new information, click OK. The program saves the new record and adds it to the group. 6. To save the new record, click OK. You return to the Client Portal screen. The group leader s record now displays the new group record. 7. To close the record, click Back. You return to the CRMSearch screen. 8. To exit CRM and return to the Main Menu screen, click Back.

35 Remove a client from a group with the CRM Search screen CLIENT RELATIONSHIP MANAGEMENT (CRM) To remove a client record from a group, on the Main Menu screen, on the navigation bar, click CRM. The CRM Search screen appears. 2. On the CRM Search Criteria screen, enter criteria to locate the record to remove and click OK. The CRM Search Results screen appears with records found.

36 32 CHAPTER 1 3. On the Search Results screen, select the record to remove from the currently assigned group. Before you can remove a group leader from a group, you must first make another member group leader. 4. In the Client Portal tree view, select Remove Client From Group. A confirmation screen appears. 5. Click Yes to continue.

37 Remove a client from a group on a client record CLIENT RELATIONSHIP MANAGEMENT (CRM) To remove a client record from a group, on the Main Menu screen, on the navigation bar, click CRM. The CRM Search screen appears. 2. On the CRM Search Criteria screen, enter criteria to locate the record to remove and click OK. The CRM Search Results screen appears displaying records. 3. Open the record of the user to remove or any record in the group. The client record appears.

38 34 CHAPTER 1 4. Access the box in the top left corner listing all records in the group and select the record to remove. Before you can remove a group leader from a group, you must first make another member group leader. 5. In the Client Portal tree view, select Remove Client From Group. A confirmation screen appears. 6. Click Yes to continue. Manage Client Relationships Relationships are familial, social, or business associations with other persons or organizations. By adding relationships, you improve the depth and consistency of your records and improve processes when making seating assignments, processing renewals, conducting telemarketing drives, and improving customer service. Before you can add relationships, relationship types must be defined in Administration. Understand Relationships The relationships you can define between records in CRM fall into two categories: same group relationships or different group relationships. Relationships between members of the same group are typically family relationships and can be added and edited on the Relationships tab or Record Details screen. Relationships between different groups are typically friends, coworkers, employers, or schools. These different group relationships are added and edited only through the Relationships tab. They cannot be added or edited on the Record Details screen.

39 CLIENT RELATIONSHIP MANAGEMENT (CRM) 35 You can view and manage relationships on the Relationships tab of a client record. you can add new relationships, as well as edit, duplicate, and delete relationships. You can also access related records. If relationships are defined between the record and the group leader, all records related to the member appear on the Relationships tab. Note: You can use the right-click menu on the Relationships tab. When you select a relationship in the grid and right-click, you can select Add, Delete, Edit, Duplicate Relationship, or Go to Client Record. If a relationship is also a group member, the Relationships tab displays the relationship twice, once as a relationship between the record and the group leader, and again as the relationship between the group leader and the record. If the relationship is a member of a different group, the Relationships tab for the client record displays the relationship between the customer and the second record. Note: To open a relationship from an open client record, select the Relationships tab. In the grid, right-click the relationship record to open. From the submenu that appears, select Go to Client Record. The Client Portal screen of the selected relationship record appears.

40 36 CHAPTER 1 Add Relationships You can view and manage relationships with group leaders on the Record Details screen or on the Relationships tab of the record. If relationships are defined between the record and the group leader, the Relationship to Leader frame displays the oldest relationship of the relationship type. You can make the relationship inactive by unmarking Relationship to Leader and then clicking OK. Note: Relationships are familial, social, or business associations with other persons or with organizations. You can view and manage relationships on the Relationships tab of a client record. Add a same group relationship on the Record Details screen 1. From an open client record, in the name grid on the upper left, select a record to add as a relationship. 2. In the client group pane above the record tabs, click Edit.

41 3. The Record Details screen appears. Mark Relationship to Leader. CLIENT RELATIONSHIP MANAGEMENT (CRM) 37 Note: When adding a relationship that is also the spouse, mark Spouse in the Relationship to Leader frame. 4. To define the relation that this record has to the open client record, in the Relation and Reciprocal fields, select the relationship and reciprocal relationship. Note: If you integrate ThePatron Edge with TheRaiser s Edge, it is important to note that spouse relationships are synchronized between the programs but other relationship types are not. 5. Click OK. The program adds the new relationship to the Relationships tab. ThePatron Edge automatically sets the relationship s address to the default address of the group leader.

42 38 CHAPTER 1 Add a new relationship on the Relationships tab You can add a same group relationship or a different group relationship by selecting Add Relationship from the Client Portal tree view or by accessing the shortcut menu on the Relationship tab and selecting Add. 1. From an open client record, select the Relationships tab and right-click in the grid. From the submenu that appears, select Add.

43 CLIENT RELATIONSHIP MANAGEMENT (CRM) The Relationship for <record name> screen appears with the record name in the Name field. Next to the Related To field, click Browse and select the record for which to define the relation. The record you select appears in the Related To field. 3. In the Relation field, select the relation s relationship to the customer. 4. In the Reciprocal Relation field, select the customer s relationship to the relation. 5. If the relation is the customer s spouse, mark Spouse. Only one relationship can be marked as the spouse. If you mark Spouse and the customer already has a spouse, you get a message asking if you are sure you want to edit the information. 6. To edit the spouse information and record this relationship as the spouse, click Yes. To keep the current spouse, click No. You return to the Relationship for <record name> screen. 7. In the Address field, select the address for the relation. Select an address already defined for either the customer or the relation, or define a new address specifically for this relationship. The program adds the relationship s address to the client record and automatically links this address with the address on the relationship record. Note: To edit address information, click Edit. Make your changes on the Address screen and click OK. 8. Once you finish adding information for the relationship, click OK to save the record. You return to the client record. Edit and Duplicate Relationships You can edit and create duplicate relationships from the Relationships tab of an open client record. However, please be aware that certain settings in Administration and changes you make in the Relation and Reciprocal Relation fields can edit the records drastically. For example, say the current relationship is set as Relationship to Leader and Intra Group is marked No on the Relationship Types table in Administration. You edit the relation ship and select an unacceptable relationship type, you get an error message. If you click Yes on the error message screen the relationship is no longer the customer s relationship to the leader.

44 40 CHAPTER 1 Edit a relationship 1. From an open client record, select the Relationships tab. In the grid, right-click the relationship record to edit. From the submenu that appears, select Edit. 2. The Relationship for <record name> screen appears. The record name appears in the Name field. Edit the record by making changes in the Related To, Relation, Reciprocal Relation, or Address field. 3. To change the spouse selection, mark or unmark Spouse.

45 4. To save your changes, click OK. You return to the open client record. Create a duplicate relationship CLIENT RELATIONSHIP MANAGEMENT (CRM) From an open client record, select the Relationships tab. In the grid, right-click the relationship to duplicate. From the submenu that appears, select Duplicate Relationship. Tip: When you create a duplicate relationship you simply use a quick method to generate similar relationships on a record. 2. The Relationship for <record name> screen appears. The record name appears in the Name field. Edit the record by making changes in the Related To, Relation, Reciprocal Relation, or Address field.

46 42 CHAPTER 1 3. To change the spouse selection, mark or unmark Spouse. 4. To save your changes, click OK. Client Record Tasks From an open client record you can perform many tasks. You can sell tickets, merchandise, and memberships. You can also change series seats for a client, edit memberships, create remarks, and accept donations. Generally, when you select a tab on a client record, a corresponding folder in the Client Portal tree view expands to display links for completing related tasks. However, not all folders displayed in the tree view have corresponding tabs on the client record. For example, the Sales and Client Management folders in the tree view do not appear as separate tabs on the client record. For information and procedures about specific client record tasks, see: Sales on page43 Client Management on page 44 Booking on page46 Open Orders on page49 Memberships on page 49 Series on page78 Donations on page 139 Remarks on page146 Mailing History on page 148 Preferences on page 149 Client Types on page150 Loyalty Members on page 152 Payments on page154

47 CLIENT RELATIONSHIP MANAGEMENT (CRM) 43 Applications on page 154 Transactions By Group on page 155 Activities on page 156 Merchandise on page 162 Actions on page162 Sales The Sales folder appears in the Client Portal tree view. When you expand the Sales folder you can sell tickets, memberships, series, and merchandise. You can also return merchandise and add gifts. When you click a link in the Sales folder, you go directly to Sales. For more information about sales processes in a reserved seat organization, see the Reserved Seats Sales Guide. For more information about sales processes in a general admission organization, see the General Admission Sales Guide.

48 44 CHAPTER 1 Client Management The Client Management folder appears in the Client Portal tree view. When you expand the Client Management folder, you can add and edit client records, send mail, and work with restrictions. To edit customer details on an open client record, expand the Client Management folder and click Edit Client Details. The Client Details screen appears so you can change information. Folder Add New Group Add New Client to Group Edit Client Details Send Mail Restrictions Description To add a new group record to the database, expand the Client Management folder and click Add New Group. To add a new client record to an existing group in the database, expand the Client Management folder and click Add New Client to Group. For more information about groups, see Add a client record to an existing group on page29. To edit information on a client record, expand the Client Management folder and click Edit Client Details. To send an to a customer directly from the client record, expand the Client Management folder and click Send Mail. To work with restrictions you set up for the customer, expand the Client Management folder and click Restrictions.

49 CLIENT RELATIONSHIP MANAGEMENT (CRM) 45 Folder Remove Client From Groups Print Address Description In ThePatron Edge, every customer must belong to a group. On occasion, you may remove a customer from the current group and create a new group because of a data entry error, change to marital status, or other reason. Merging client records but not the groups the customers are currently associated with requires removing a customer from a group. You can remove a customer from the CRM Search Results screen or from an individual client record. To remove a customer from a group, the group must contain more than one member. To print a customer s address, expand the Client Management folder and click Print Address. You can include the customer s printed address when mailing tickets to a customer or when leaving tickets and other information at an information booth or will call. Send an message 1. To send an message from an open client record, expand the Client Management folder and click Send Mail. The Send Mail screen appears. For more information about opening client records, see Access Client Records on page The From field defaults to the address of the user sending the . In the To field, enter the customer s address. 3. In the Subject field, enter a subject for the To attach a document, click Attach. The Select the attached file screen appears so you can select a file to send with the message. 5. To save a record of the message to this customer, mark Record in client mailing history and make a selection in the field.

50 46 CHAPTER 1 6. Click Send. The program sends the to the customer. You return to the client record. Edit customer restrictions 1. To edit restrictions from an open client record, expand the Client Management folder and click Restrictions. The Restrictions screen appears. For more information about opening client records, see Access Client Records on page In the Receive Mail column, you can change the current settings for a restriction by clicking the corresponding cell. The options available are Yes, No or Not Yet Asked. 3. In the From Date and To Date columns, click in the field to access a calendar to change any dates. 4. Click OK. You return to the client record. Booking The Booking folder in the Client Portal tree view and has a corresponding Booking tab on the client record. When you select the Booking tab, the Booking folder expands in the tree view so you can access details of transactions the client has made including transaction numbers, transaction dates, and events.

51 CLIENT RELATIONSHIP MANAGEMENT (CRM) 47 To visually differentiate printed tickets and unprinted tickets on the Booking tab, configure the Color for Printed Tickets option in the Company table. With this setting, you can display unprinted tickets in blue text and printed tickets in black text. Canceled tickets are always displayed in red text regardless of this setting. To further differentiate tickets listed on the Booking tab, you can display tickets linked to unpaid invoices in green. To display them in green, configure the Color bookings and reservations linked to unpaid invoices option in the Company table. For more information, see the Configure Company Table Settings chapter of the Administration Guide.

52 48 CHAPTER 1 To view specific transaction details for a booking, select the Booking tab. Next, in the grid, select a transaction and click View Details. The Transaction details screen appears.

53 CLIENT RELATIONSHIP MANAGEMENT (CRM) 49 Open Orders The Open Orders tab appears on the client record and displays paid reservations for a customer. Future transactions appear on this tab and are for your information only. You cannot add or edit transaction information on this tab. Memberships The Memberships tab appears on the client record and displays current and past memberships of the client and other members of the client group. When you select the Memberships tab, the Membership folder expands in the Client Portal tree view. With the options displayed under the Membership folder, you can complete a number of related tasks, including add, edit, drop, renew, print, and freeze memberships. For information about how to define memberships, see the Memberships Guide.

54 50 CHAPTER 1 Add Memberships To add a membership to a customer record, expand the Memberships folder and click Add Membership. This launches the sales process for selling memberships. By purchasing a membership, a customer becomes a member and enjoys benefits granted by the membership. Typically, a membership includes multiple admissions or tickets to events. Additionally, memberships can include discounts on tickets and merchandise. Memberships are beneficial because they help drive customers to your organization. They can also generate a sense of community that keeps customers returning year after year. Sell a membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record for the customer purchasing the membership. 2. In the Client Portal tree view on the right, expand the Memberships folder and click Add Membership. The Add Membership screen appears with the customer s name displayed. If the Open Shift screen appears, in the Cash Drawers field, select your assigned drawer and click OK. 3. In the Program field, select the membership program the customer wants to purchase. For example, an organization may set up Gold and Silver programs that offer different benefits. 4. In the Organization field, you can select an organization that is subsidizing the membership purchase for the customer. This is an optional step and is necessary only if applicable to the purchaser and you have configured organizations that pay part of an employee s membership purchase. 5. In the Subs Price Type field, select the membership price type associated with this program. Examples of common price types include Adult and Student.

55 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Payment Methods field, you can select a specific payment plan if configured and available for this membership. For example, you may offer a payment plan of three installments. 7. In the grid, you can set multiple membership options depending on how the membership is configured. Access the Bonus column and enter the number of bonus tickets awarded with this series. This is necessary only if bonus tickets are applicable. To set this membership to automatically renew, access the Auto Renew column and mark the checkbox. To make this a lifetime membership, access the Lifetime column and mark the checkbox. 8. To add the membership to the customer s basket, click Add. The membership information appears in the grid at the bottom of the screen. Note: To avoid creating duplicate memberships, a warning message appears if you attempt to add a membership to a customer for whom a membership already exists. 9. To add a remark, like a note or special request, select a membership by marking the checkbox and click Remark. Enter the remark information on the Remarks screen and click OK. 10. To add a selection code, select a membership by marking the checkbox and click Selection. The Get Selection Code screen appears. Select a code and click OK.

56 52 CHAPTER To change the series price type or other characteristics of the membership, click the Edit button in the membership row to access the Add Series screen. Make any changes and click OK. The program updates the Series Price Type column to reflect the change.

57 CLIENT RELATIONSHIP MANAGEMENT (CRM) To specify payment information for the membership being purchased, click OK. The Payment screen appears. The Payment screen is composed of two windows: the Basket Items window and the Payment window. The Basket Items window appears on top and lists all the items purchased in an expandable table. Click the plus sign (+) in the summary row to expand the row and show additional details. The Payment window, which appears on the bottom half of the Payment screen, includes information about how the customer pays for the transaction. For detailed information about all functionality on the Payment screen, see the Payments Guide. Note: From the Payment window, you can manually add or remove commissions or discounts without cancelling the transaction and starting over. Simply click the ellipsis next to the Commissions field and Discounts field to access the Commissions screen where you can add or remove as needed. Tip: To view eligible coupons or to manually enter or scan a coupon the customer has presented, click the ellipsis next to the Coupons field. Before you apply coupons, the field reads None applied. 13. You can accept several methods of payment for the membership. Examples of payment methods include cash, credit card, and check. For this example, the customer pays for the series using cash. In the Cash field, enter the amount 100. Note: You can use the payment buttons beside each payment type or press the corresponding shortcut key to automatically enter the payment amount in the adjacent field. For example, press F1 to enter $ automatically in the Cash field. 14. Click Next. The Cash pane appears in the center of the Payment window.

58 54 CHAPTER In the Received field, enter the actual amount received for the membership. For detailed information about all functionality on the Payment screen, see the Payments Guide. 16. Click Finish. The payment is now applied to the membership. If the Transaction Summaries screen appears, you can review the transaction information. Click OK to close the summary. 17. If the Advertising screen appears, you can record the specific marketing campaign and group that reached this customer. After you enter marketing information, click OK. A confirmation screen appears. 18. Click OK. You return to the Memberships tab of the client record and the membership is displayed with a status of Active. 19. To view membership details, double-click the membership on the Membership. The Transaction details screen appears. Click Back to return to the Membership tab. Edit Memberships From an open client record, you can edit or replace existing memberships at any time. You can also change a membership from annual to lifetime. When you select the Memberships tab on a client record to view the customer s membership history, the Memberships folder in the Client Portal tree view expands. To edit or replace a membership, click Edit Membership. If the changes you make affect the final price, you can collect or refund accordingly. Edit a membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for whom you to edit a membership.

59 CLIENT RELATIONSHIP MANAGEMENT (CRM) From the open client record, select the Memberships tab. In the grid, select the membership to edit. 3. In the Client Portal tree view on the right, in the Memberships folder, click Edit Membership. The Edit Series: Memberships screen appears.

60 56 CHAPTER 1 4. To retain the same membership but edit membership properties, click the Change Series property button. The Edit Series screen appears. 5. Edit membership properties in the Organization, Series Price Types, From Date, To Date, Price, Subsidized Amt, and Events fields and click OK. You return to the Edit Series:Memberships screen. 6. To save your changes, click OK again. If no additional steps are required, a confirmation screen appears and you can continue to step7. However, if you added events, a message appears telling you to select events required for the membership. If the total price of the edited membership tickets differ from the sum originally paid, then the Payment screen appears so you can process a payment or refund. After you select events and process any payments or refunds, a confirmation message appears. 7. To save your changes and return to the Membership tab of the client record, click OK once again. Depending on the printing preferences, you may get a message asking whether to print the new membership document. Replace a membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for whom to replace a membership.

61 CLIENT RELATIONSHIP MANAGEMENT (CRM) From the open client record, select the Memberships tab. In the grid, select the membership to replace. 3. In the Client Portal tree view, in the Memberships folder, click Edit Membership. The Edit Series: Memberships screen appears.

62 58 CHAPTER 1 4. To replace the membership, click the Change seat button. The Replace Series screen appears. 5. Enter new information for the replacement membership in the Series, Organization, Series Price Types, Payment Methods, From Date, To Date, and Events fields. If this is a lifetime membership, mark Lifetime. 6. To continue, click OK. You return to the Edit Series:Memberships screen and the replacement membership appears in the grid. 7. To finalize the replacement, click OK again. If no additional steps are required, a confirmation screen appears and you can continue to step8. However, if you added events, a message appears telling you to select events required for the membership. If the total price of the replacement membership differs from the sum originally paid, then the Payment screen appears so you can process the payment or refund. After you select events and process any payments or refunds, a confirmation screen appears. 8. To save your changes and return to the Membership tab, click OK once again. Depending on the printing preferences, you may be get a message whether to print a new membership document. Change a membership into a lifetime membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for whom to change a membership to lifetime.

63 CLIENT RELATIONSHIP MANAGEMENT (CRM) From the open client record, select the Memberships tab. In the grid, select the membership to change. 3. In the Client Portal tree view on the right, in the Memberships folder, click Edit Membership. The Edit Series: Memberships screen appears. 4. Click the Change Series property button. The Edit Series screen appears. 5. Mark Lifetime. Note: The Lifetime checkbox appears only for memberships that do not require seat allocation nor limit the number of entries. 6. To save your changes and return to the Edit Series:Memberships screen, click OK.

64 60 CHAPTER 1 7. To finalize the change, click OK again. If no additional steps are required, a confirmation screen appears and you can continue to step8. However, if the total price of the lifetime membership differs from the sum originally paid, then the Payment screen appears so you can process the payment or refund. After you process any payments or refunds, a confirmation screen appears. 8. To save your changes and return to the Membership tab, click OK once again. Depending on the printing preferences, you may get a message whether to print a new membership document. Drop Memberships From an open client record, you can cancel or drop an existing membership at any time. When you select the Memberships tab on a client record to view the customer s membership history, the Memberships folder in the Client Portal tree view expands. To cancel or drop a membership, click Drop Membership. When you cancel an active membership, you can specify the refund amount, which cannot exceed the price originally paid for each membership. Cancel a membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for whom to cancel a membership. 2. From the open client record, select the Memberships tab. In the grid, select the membership to cancel.

65 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Client Portal tree view on the right, in the Memberships folder, click Drop Membership. The Cancel Series screen appears. 4. In the grid, click the button next to each membership to cancel. When you select a membership, the corresponding button changes to a red X. 5. To change the amount to refund to the customer for each selected membership, edit the Returned Sum column. The returned sum cannot exceed the price originally paid for each membership. 6. To proceed, click OK. If a coupon, membership benefit, or package deal discount was applied when the membership was purchased, the Returning Items Purchased screen appears. If you have rights to return items that were package and discounted, select the memberships to return and click OK. Note: Whether a user has rights to return items purchased with a membership benefit, coupon, or package deal discount depends on the Prevent the return of items purchased as part of a package user option, which is located on the General tab of the User Options screen. For more information about setting user options, see the Administration Guide.

66 62 CHAPTER 1 The List screen appears to ask if you are sure you want to drop the membership. 7. To proceed, click OK. The Payment screen appears. The Basket Items window appears on top and lists the memberships selected for cancellation in an expandable table. Click the plus sign (+) in the summary row to expand the row and show additional details. The Payment window, which appears on the bottom half of the Payment screen, includes information and payment options for processing the refund. For detailed information about all functionality on the Payment screen, see the Payments Guide.

67 CLIENT RELATIONSHIP MANAGEMENT (CRM) You can issue the refund using any of multiple methods. For this example, the customer is receiving a cash refund. In the Cash field, enter the amount 85. Note: You can use the payment buttons beside each payment type or press the corresponding shortcut key to automatically enter the payment amount in the adjacent field. For example, press F1 to enter $85.00 automatically in the Cash field. 9. Click Next. The Cash frame appears on the right. 10. In the Received field, enter the actual amount you are refunding for the membership and return the amount to the customer. For detailed information about all functionality on the Payment screen, see the Payments Guide. 11. Click Finish. The membership is now cancelled and you return to the Membership tab. Mark Show History to see the cancelled membership. Renew/Upgrade/Downgrade Memberships From an open client record, you can renew, upgrade, or downgrade an existing membership at any time. You can renew memberships automatically or manually. By automatically renewing, the membership retains the current membership properties and no changes are made. With the manual renewal process, you can make changes to the membership during the renewal process. When you select the Memberships tab on a client record to view the customer s membership history, the Memberships folder in the Client Portal tree view expands. To renew, upgrade, or downgrade a membership, click Renew/Upgrade/Downgrade. Automatically renew a membership When you automatically renew a membership, the new record retains the properties of the current membership. 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for whom you want to renew a membership. 2. From the open client record, select the Memberships tab. In the grid, select the membership to renew.

68 64 CHAPTER 1 3. In the Client Portal tree view on the right, in the Memberships folder, click Renew/Upgrade/Downgrade. The Renew/Upgrade/Downgrade screen appears.

69 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the row of the membership to renew, click the Automatically Renew button. The program automatically adds the membership for renewal to the grid on the bottom half of the screen.

70 66 CHAPTER 1 5. To continue processing payment for the renewal, click OK. The Payment screen appears. The Payment screen is composed of two windows: the Basket Items window and the Payment window. The Basket Items window appears on top and lists the memberships selected for renewal in an expandable table. Click the plus sign (+) in the summary row to expand the row and show additional details. The Payment window, which appears on the bottom half of the Payment screen, includes information and payment options for processing the renewal. For detailed information about all functionality on the Payment screen, see the Payments Guide. 6. You can accept several methods of payment for the membership renewal. Examples of payment methods include cash, credit card, and check. For this example, the customer pays using cash. In the Cash field, enter the amount 40. Note: You can use the payment buttons beside each payment type or press the corresponding shortcut key to automatically enter the payment amount in the adjacent field. For example, press F1 to enter $40.00 automatically in the Cash field. 7. Click Next. The Cash pane appears in the center of the Payment window. 8. In the Received field, enter the actual amount you receive from the customer. For detailed information about all functionality on the Payment screen, see the Payments Guide. 9. Click Finish. The program applies the payment to the membership and a confirmation screen appears.

71 CLIENT RELATIONSHIP MANAGEMENT (CRM) Click OK. You return to the Memberships tab and the membership is displayed with a status of Renewed. Manually renew a membership When you manually renew a membership, you can change the properties of the membership before renewing it. 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for whom you want to renew a membership. 2. From the open client record, select the Memberships tab. In the grid, select the membership to renew. 3. In the Client Portal tree view on the right, in the Memberships folder, click Renew/Upgrade/Downgrade. The Renew/Upgrade/Downgrade screen appears.

72 68 CHAPTER 1 4. In the row of the membership that you want to renew manually, click the Upgrade/Downgrade button. The Add Series screen appears so you can make changes to the membership before renewing. You can select a new membership program and price type, as well as designate an organization that is subsidizing the membership. You can also adjust the dates and make this a lifetime membership. 5. Once you make the necessary changes, click OK. You return to the Renew/Upgrade/Downgrade screen and the program adds the membership for renewal to the grid at the bottom of the screen.

73 CLIENT RELATIONSHIP MANAGEMENT (CRM) To continue processing payment for the renewal, click OK. The Payment screen appears. The Payment screen is composed of two windows: the Basket Items window and the Payment window. The Basket Items window appears on top and lists the memberships selected for renewal in an expandable table. Click the plus sign (+) in the summary row to expand the row and show additional details. The Payment window, which appears on the bottom half of the Payment screen, includes information and payment options for processing the renewal. For detailed information about all functionality on the Payment screen, see the Payments Guide. 7. You can accept several methods of payment for the membership renewal. Examples of payment methods include cash, credit card, and check. For this example, the customer pays using cash. In the Cash field, enter the amount 40. Note: You can use the payment buttons beside each payment type or press the corresponding shortcut key to automatically enter the payment amount in the adjacent field. For example, press F1 to enter $40.00 automatically in the Cash field. 8. Click Next. The Cash pane appears in the center of the Payment window. 9. In the Received field, enter the actual amount you receive from the customer. For detailed information about all functionality on the Payment screen, see the Payments Guide. 10. Click Finish. The program applies the payment to the membership and a confirmation screen appears.

74 70 CHAPTER Click OK. You return to the Memberships tab and the membership is displayed with a status of Current. Rejoin Memberships If a customer cancels a membership and wants to become a member again, you can rejoin the membership from the open client record. When you select the Memberships tab, the Memberships folder in the Client Portal tree view expands so you can rejoin the membership. Rejoin a membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for whom you want to rejoin a membership. 2. From the open client record, select the Memberships tab. To display canceled memberships, at the bottom left of the screen, mark Show History. 3. In the grid, select the canceled membership to rejoin. 4. In the Client Portal tree view on the right, in the Memberships folder, click Rejoin Membership. The Rejoin Membership screen appears. From this point, the rejoin process is identical to membership renewal. If the membership properties are the same, select automatic renewal. To make changes, select manual renewal. For this procedure, the customer is not making changes so we use automatic renewal. 5. In the row of the membership that you are rejoining, click the Automatically Renew button. The program automatically adds the membership for renewal to the grid on the bottom half of the screen.

75 CLIENT RELATIONSHIP MANAGEMENT (CRM) To continue processing payment for the renewal, click OK. The Payment screen appears. The Payment screen is composed of two windows: the Basket Items window and the Payment window. The Basket Items window appears on top and lists the membership selected for renewal in an expandable table. Click the plus sign (+) in the summary row to expand the row and show additional details. The Payment window, which appears on the bottom half of the Payment screen, includes information and payment options for processing the renewal. For detailed information about all functionality on the Payment screen, see the Payments Guide. 7. You can accept several methods of payment for the membership renewal. Examples of payment methods include cash, credit card, and check. For this example, the customer pays using cash. In the Cash field, enter the amount 40. Note: You can use the payment buttons beside each payment type or press the corresponding shortcut key to automatically enter the payment amount in the adjacent field. For example, press F1 to enter $40.00 automatically in the Cash field. 8. Click Next. The Cash pane appears in the center of the Payment window. 9. In the Received field, enter the actual amount you receive from the customer. For detailed information about all functionality on the Payment screen, see the Payments Guide. 10. Click Finish. The program applies the payment to the membership and a confirmation screen appears.

76 72 CHAPTER Click OK. You return to the Memberships tab and the membership is displayed with a status of Renewed. Freeze Memberships From an open client record, you can suspend a membership for an open-ended period of time. This process is called freezing a membership and means the member retains an active standing in the database but is not subject to automatic processes, such as renewal or automatic addition of events. Additionally, you cannot add, exchange, or replace tickets attached to a frozen membership. If you scan a membership card for a frozen membership, a message appears telling you that the membership is currently frozen. When you select the Memberships tab on a client record to view the customer s membership history, the Memberships folder in the Client Portal tree view expands. To suspend a membership, select a specific membership and click Freeze. To return a frozen membership to active standing, you simply release the membership by accessing the client record, selecting the frozen membership, and clicking Release Frozen in the Client Portal tree view. Freeze a membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer with the membership you want to freeze. 2. From an open client record, select the Memberships tab. In the grid, select the membership to freeze.

77 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Client Portal tree view on the right, in the Memberships folder, click Freeze Membership. The program freezes the selected membership and the status appears as Active (Freeze). To return a frozen membership to active standing, you simply release the membership by accessing the client record, selecting the frozen membership, and clicking Release Frozen in the Client Portal tree view. Print Memberships From an open client record, you can print membership documents. When you select the Memberships tab on a client record, the Memberships folder in the Client Portal tree view expands. To print membership documents for any member of the current group, click Print Membership. The Print Documents screen appears so you can select and print membership information. Print membership documents 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer with the membership you want to print.

78 74 CHAPTER 1 2. From an open client record, select the Memberships tab. In the Client Portal tree view, click Print Membership. The Print Documents screen appears. 3. Next, select the memberships to print. To select a membership, in the column directly after the member name, click the white index card icon. When you click this icon, it changes to a red X, which means the membership is selected for printing. 4. To proceed, click OK. The printing confirmation screen appears. 5. Click Yes to print. A confirmation screen appears. 6. Click OK. You return to the Print Documents screen. To return to the client record, click Back.

79 Show Details CLIENT RELATIONSHIP MANAGEMENT (CRM) 75 From an open client record, you can view transaction details for a specific membership. When you select the Memberships tab on a client record, the Memberships folder in the Client Portal tree view expands. To view transaction details about a membership purchased by the client, select a membership listed on the tab and click Show Details. The Transaction Details screen appears for the selected membership. Set Selection Code for Memberships From an open client record, you can assign a selection code to each membership displayed on the Memberships tab. Selection codes are used for reporting purposes and are optional. They are defined in Administration and assigned to memberships or series as needed. If you assign selection codes, you can then run the Series By Selection report to see membership sales data sliced by specific selection codes. Assign a selection code to a membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. 2. From an open client record, select the Memberships tab. In the grid, select the membership for which you want to assign a selection code.

80 76 CHAPTER 1 3. In the Client Portal tree view, click Set Selection Code. The Get Selection Code screen appears. 4. Select the code to assign and click OK. A confirmation screen appears. 5. To proceed, click OK. You return to the Memberships tab. Set Renewal Attributes for Memberships From an open client record, you can assign a renewal attribute to each membership displayed on the Memberships tab. With renewal attributes, you can set an automatic notification to appear for memberships near the renewal period. Set renewal attributes for a membership 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. 2. From an open client record, select the Memberships tab. In the grid, select the membership for which you want to set renewal attributes.

81 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Client Portal tree view, click Set Renewal Attributes. The Set Renewal Attributes screen appears. 4. Mark the appropriate renewal attribute settings and click OK. A confirmation screen appears. 5. To proceed, click OK. You return to the Memberships tab.

82 78 CHAPTER 1 Series The Series tab appears on the client record and displays each series that a client has reserved, purchased, or is waiting for via a prepaid waiting list. When you select the Series tab, the Series folder expands in the Client Portal tree view. With the options displayed under the Series folder, you can complete a number of series-related tasks, including add and delete series, manage prepaid series waiting lists, manage series reservations, change series ticket information and seat selections, and renew series. For information about building series, see the Series Guide.

83 CLIENT RELATIONSHIP MANAGEMENT (CRM) 79 View Seating Plans To access a series seating plan and quickly see which seats are allocated for the client, expand the Series folder and click Seating Plan. Once you click this link, the seating plan is displayed for the selected series and the client s seats are highlighted in blue. Click the Season button to view the seating plan for next season. Add Series To add a series to a customer record, expand the Series folder and click Add Series. This launches the sales process, which varies depending on whether the customer purchases a fixed series, a flex series, or a pick series. With a fixed series, you sell a predefined set of events. When purchasing a fixed series, the customer knows at the time of sale exactly which events are included in the series. The customer also knows which seats are assigned to the series and has the ability to retain these seats during series renewal. With a flex series, the customer can select which events to include in the series, and decide at a later date when to attend those events. This way, the customer can redeem the events in a series over an extended period of time. With a pick series, the customer can select which events to include in the series, but the events must be chosen at the time of purchase and not later. The customer may receive different seating for each event.

84 80 CHAPTER 1 Sell a fixed series For this procedure, we sell a fixed series that contains five events. 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record for the customer purchasing a series. 2. In the Client Portal tree view on the right, expand the Series folder and click Series. The Add Series screen appears with the customer s name displayed. Note: If the Open Shift screen appears, in the Cash Drawers field, select your assigned drawer and click OK. 3. In the Series field, select the series the customer wants to purchase. 4. In the Organization field, you can select an organization that is subsidizing the series tickets purchase for the customer. This is an optional step and is necessary only if applicable to the ticket purchaser and you have configured organizations that pay part of an employee s series ticket purchase. For more information, see the Organizations section of the Series Guide. 5. In the Series Price Type field, select the appropriate price type for this customer. Examples of common price types include Adult and Student. 6. In the Payment Methods field, you can select a specific payment plan if configured and available for this series. For example, you may offer a payment plan of three installments. For more information, see the Payment Plans section of the Series Guide. 7. In the series grid, you can set multiple series ticket options depending on how the series is configured. Access the Bonus column and enter the number of bonus tickets awarded with this series. This is necessary only if bonus tickets are applicable.

85 CLIENT RELATIONSHIP MANAGEMENT (CRM) To add the series to the customer s basket, click Add. The series information appears in the grid at the bottom of the screen. 9. To select seats for the series, click Allocation at the bottom of the screen. The Allocate Subscribers screen appears so you can view the seating plan alphabetically for an event in the current series. Right-click on any seat to see details for that seat, including customer name, ticket price, and ticket number. To view a legend of seat details, click Legend.

86 82 CHAPTER Select a seat and click OK. The Series Events screen appears and lists each event within the fixed series and the seat assigned to the event. This fixed series contains five events, which are listed on the screen. Note: The seat selected on the Allocate Subscribers screen is assigned to each event. However, you can select a specific event and assign a different seat by clicking the Allocation button. 11. To accept the events and proceed, click OK. You return to the Add Series screen.

87 CLIENT RELATIONSHIP MANAGEMENT (CRM) To proceed to checkout and enter payment information, click OK. The Payment screen appears. The Payment screen is composed of two windows: the Basket Items window and the Payment window. The Basket Items window appears on top and lists all the items purchased in an expandable grid. Click the plus sign (+) in the summary row to expand the row and show detail rows. The Payment window, which appears on the bottom half of the Payment screen, includes information about how the customer pays for the transaction. For detailed information about all functionality on the Payment screen, see the Payments Guide. Note: From the Payment window, you can manually add or remove commissions or discounts without cancelling the transaction and starting over. Simply click the ellipsis next to the Commissions field and Discounts field to access the Commissions screen where you can add or remove as needed. Tip: To view eligible coupons or to manually enter or scan a coupon the customer has presented, click the ellipsis next to the Coupons field. Before you apply coupons, the field reads None applied. 13. You can accept several methods of payment for the series. Examples of payment methods include cash, credit card, and check. For this example, the customer pays for the series using cash. In the Cash field, enter the amount 140. Note: You can use the payment buttons beside each payment type to enter automatically the payment amount in the adjacent field. For example, press F1 to enter $ automatically in the Cash field.

88 84 CHAPTER Click Next. The Cash pane appears in the center of the Payment window. 15. In the Received field, enter the actual amount received for the series. For detailed information about all functionality on the Payment screen, see the Payments Guide. Note: You can also add series to the basket during any sales process. 16. Click Finish. The payment is now applied to the series. If the Transaction Summaries screen appears, you can review the transaction information. To close the summary, click OK. 17. If the Advertising screen appears, you can record the specific marketing campaign and group that reached this customer. After you enter the marketing information, click OK. A confirmation screen appears.

89 CLIENT RELATIONSHIP MANAGEMENT (CRM) To return to the Series tab of the client record, click OK. You return to the Series tab of the client record. The series information appears in the grid. 19. To view ticket details for a series, double-click the series on the Series tab. The Transaction details screen appears.

90 86 CHAPTER 1 From the Transaction details screen, you can work with several ticket-related processes. For example, to add events to a series, click Add. Use the Reserve, Confirm, and Print buttons to reserve or confirm a series and to print series tickets. You can use the Replace button to move funds to a different event. The customer spends no additional money for a separate ticket and is able to replace an event with a different one. You can also cancel a series for a customer and return his money. Note: You can also right-click on a series to access several ticket detail actions, such as adding events to a series, reserving a series, and replacing a series. When you select to replace a series, you are simply moving funds to a different event; the customer spends no additional money for a separate ticket. Sell a flex series For the example in this procedure, we sell a flex series that contains four events. 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record for the customer purchasing a series. 2. In the Client Portal tree view on the right, expand the Series folder and click Series. The Add Series screen appears with the customer s name displayed. Note: If the Open Shift screen appears, in the Cash Drawers field, select your assigned drawer and click OK. 3. In the Series field, select the series the customer wants to purchase. 4. In the Organization field, you can select an organization that is subsidizing the series tickets purchase for the customer. This is an optional step and is necessary only if applicable to the ticket purchaser and you have configured organizations that pay part of an employee s series ticket purchase. For more information, see the Organizations section of the Series Guide. 5. In the Series Price Type field, select the appropriate price type for this customer. Examples of common price types include Adult and Student. 6. In the Payment Methods field, you can select a specific payment plan if configured and available for this series. For example, you may offer a payment plan of three installments. For more information, see the Payment Plans section of the Series Guide. 7. In the series grid, you can set multiple series ticket options depending on how the series is configured. Access the Bonus column and enter the number of bonus tickets awarded with this series. This is necessary only if bonus tickets are applicable.

91 CLIENT RELATIONSHIP MANAGEMENT (CRM) To add the series to the customer s basket, click Add. The series information appears in the grid at the bottom of the screen. 9. To select seats for the series, click Allocation at the bottom of the screen. The Allocate Subscribers screen appears so you can view the seating plan alphabetically for an event in the current series. Right-click on a seat to see details for that seat, including customer name, ticket price, and ticket number. To view a legend of seat details, click Legend.

92 88 CHAPTER Select a seat and click OK. You return to the Add Series screen. At the bottom of the screen click Events. The Series Events screen appears. The Series Events screen lists each event within the flex series and the seat assigned to each event. This flex series contains four events which appear on the screen. 11. Since the customer is purchasing a flex series, he can select all events in the series or some of the events in the series. For this example, select three events in the Status column. To select the events, click Unselect at the bottom of the screen and then select three events in the Status column. 12. To return to the Add Series screen, click OK.

93 CLIENT RELATIONSHIP MANAGEMENT (CRM) To proceed to checkout and enter payment information, click OK. The Payment screen appears. The Payment screen contains two windows: the Basket Items window and the Payment window. The Basket Items window appears on top and lists all the items purchased in an expandable grid. Click the plus sign (+) in the summary row to expand the row and show detail rows. The Payment window, which appears on the bottom half of the Payment screen, includes information about how the customer pays for the transaction. For detailed information about all functionality on the Payment screen, see the Payments Guide. Note: From the Payment window, you can manually add or remove commissions or discounts without cancelling the transaction and starting over. Simply click the ellipsis next to the Commissions field and Discounts field to access the Commissions screen where you can add or remove as needed. Tip: To view eligible coupons or to manually enter or scan a coupon the customer has presented, click the ellipsis next to the Coupons field. Before you apply coupons, the field reads None applied. 14. You can accept several methods of payment for the series. Examples of payment methods include cash, credit card, and check. For this example, the customer pays for the series with cash. In the Cash field, enter the amount 160.

94 90 CHAPTER Click Next. The Cash pane appears in the center of the Payment window. 16. In the Received field, enter the actual amount received for the series. For detailed information about all functionality on the Payment screen, see the Payments Guide. Note: You can use the payment buttons beside each payment type to enter the payment amount automatically in the adjacent field. For example, press F1 to enter $ automatically in the Cash field. 17. Click Finish. The payment is now applied to the series. If the Transaction Summaries screen appears, you can review the transaction information. To close the summary, click OK. 18. If the Advertising screen appears, you can record the specific marketing campaign and group that reached this customer. After you enter marketing information, click OK. A confirmation screen appears.

95 CLIENT RELATIONSHIP MANAGEMENT (CRM) To return to the Series tab of the client record, click OK. You return to the Series tab of the client record. The series information appears in the grid. 20. To view ticket details for a series, double-click the series on the Series tab. The Transaction details screen appears. This screen shows the series purchased, the cost of the series, each event within the series and the seats allocated for each event. Note: You can right-click on a series to access several ticket detail actions, such as adding events to a series, reserving a series, and replacing a series. When you select to replace a series, you are simply moving funds to a different event; the customer spends no additional money for a separate ticket.

96 92 CHAPTER For a flex series, the Transaction details screen shows the total number of events within a series and any remaining tickets available for events within the series. For this example, the flex series has a total of four events but only three events were chosen. The customer can select another event within the series at a later date. To add another event to the series, click Add. The Series Events screen appears. 22. In the Status column, select the event to add. 23. To select seats for the event, click Allocation. 24. To return to the Transaction Details screen, click OK. The new event appears on the screen. 25. To return to the client record, click Back. Sell a pick series 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record for the customer purchasing a series. 2. In the Client Portal tree view on the right, expand the Series folder and click Series. The Add Series screen appears with the customer s name displayed. 3. In the Series field, select the series the customer wants to purchase. 4. In the Organization field, you can select an organization that is subsidizing the series tickets purchase for the customer. This is an optional step and is necessary only if applicable to the ticket purchaser and you have configured organizations that pay part of an employee s series ticket purchase. For more information, see the Organizations section of the Series Guide. 5. In the Series Price Type field, select the appropriate price type for this customer. Examples of common price types include Adult and Student. 6. In the Payment Methods field, you can select a specific payment plan if configured and available for this series. For example, you may offer a payment plan of three installments. For more information, see the Payment Plans section of the Series Guide.

97 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the series grid, you can set multiple series ticket options depending on how the series is configured. Access the Bonus column and enter the number of bonus tickets awarded with this series. This is necessary only if bonus tickets are applicable. 8. Since this is a pick series, you can change the number of events the customer attends in the # of Events column in the Series pane. For this example, change the 4 in the # of Events column to 2.

98 94 CHAPTER 1 9. To add the series to the customer s basket, click Add. The series information appears in the grid at the bottom of the screen. 10. To select seats for the series, click Allocation at the bottom of the screen. The Allocate Subscribers screen appears so you can view the seating plan for an event alphabetically in the current series. Right-click on a seat to see details for that seat, including customer name, ticket price, and ticket number. To view a legend of seat details, click Legend.

99 CLIENT RELATIONSHIP MANAGEMENT (CRM) Select a seat and click OK. You return to the Add Series screen. At the bottom of the screen, click Events. The Series Events screen appears. The Series Events screen lists each event within the pick series and the seat assigned to each event. This pick series contains four events which appear on the screen. 12. Since the number of events available for this series was changed to 2, in the Status column, select two events. 13. To accept the events and return to the Add Series screen, click OK.

100 96 CHAPTER To proceed to checkout and enter payment information for the series, click OK. The Payment screen appears. The Payment screen is composed of two windows: the Basket Items window and the Payment window. The Basket Items window appears and lists all the items purchased in an expandable grid. Click the plus sign (+) in the summary row to expand the row and show detail rows. The Payment window, which appears on the bottom half of the Payment screen, includes information about how the customer pays for the transaction. For more information about the functionality on the Payment screen, see the Payments Guide. Note: From the Payment window, you can manually add or remove commissions or discounts without cancelling the transaction and starting over. Simply click the ellipsis next to the Commissions field and Discounts field to access the Commissions screen where you can add or remove as needed. Tip: To view eligible coupons or to manually enter or scan a coupon the customer has presented, click the ellipsis next to the Coupons field. Before you apply coupons, the field reads None applied. 15. You can accept several methods of payment for the series. Examples of payment methods include cash, credit card, and check. For this example, the customer pays for the series with cash. In the Cash field, enter the amount 80.

101 CLIENT RELATIONSHIP MANAGEMENT (CRM) Click Next. The Cash pane appears in the center of the Payment window. 17. In the Received field, enter the actual amount received for the series. For more information about the functionality on the Payment screen, see the Payments Guide. Note: You can use the payment buttons beside each payment type to enter the payment amount automatically in the adjacent field. For example, press F1 to enter $80.00 automatically in the Cash field. 18. Click Finish. The payment is now applied to the series. If the Transaction Summaries screen appears, you can review the transaction information. To close the summary, click OK. 19. If the Advertising screen appears, you can record the specific marketing campaign and group that reached this customer. After you enter marketing information, click OK. A confirmation screen appears.

102 98 CHAPTER To return to the Series tab of the client record, click OK. You return to the Series tab of the client record. The series information appears in the grid. 21. To view ticket details for a series, double-click the series on the Series tab. The Transaction details screen appears.

103 CLIENT RELATIONSHIP MANAGEMENT (CRM) 99 From the Transaction details screen, you can work with several ticket-related processes. For example, to add events to a series, click Add. Use the Reserve, Confirm, and Print buttons to reserve or confirm a series and to print series tickets. You can use the Replace button to move funds to a different event. The customer spends no additional money for a separate ticket and is able to replace an event with a different one. You can also cancel a series for a customer and return his money. Note: You can right-click on a series to access several ticket detail actions, such as adding events to a series, reserving a series, and replacing a series. When you select to replace a series, you are simply moving funds to a different event; the customer spends no additional money for a separate ticket. Edit Season Ticket You can use the Edit Season Ticket task to change the seats allocated for a series. You can also change other series properties, including the price type and number of bonus events included. Change seats allocated for a series 1. From an open client record, select the Series tab. In the grid, locate the series for which to change seat allocation and mark the corresponding checkbox in the Select column.

104 100 CHAPTER 1 2. In the Client Portal tree view, click Edit Season Ticket. The Edit Series: Series screen appears. 3. Click the Change Seat icon, which is black and white in color and located on the left side of the grid. The Replace Series screen appears. 4. Click OK. The series is now displayed in the grid on the lower half of the screen.

105 CLIENT RELATIONSHIP MANAGEMENT (CRM) To change seats, click Allocation. The Allocate Subscribers screen appears.

106 102 CHAPTER 1 6. Select the client s new seat and click OK. You return to the Edit Series: Series screen and the new seat location is displayed in the grid on the lower half of the screen. 7. Click OK. The Events screen appears so you can allocate the new seat to all or specific events in the series.

107 CLIENT RELATIONSHIP MANAGEMENT (CRM) To allocate the new seat to all events in the series, click Auto Allocate and proceed to step 9. To allocate the new series seat to only specific events or to allocate a different seat entirely to specific events, mark the checkbox in the Select column for a specific event and click Allocation. To allocate the new series seat for this event, click OK. To allocate a different seat, select it on the seat map and click OK. You return to the Series Events screen. Repeat as need to allocate seats to events. 9. Once you have either auto-allocated seats or allocated seats to specific events as needed, on the Series Event screen, click OK. You return to the Edit Series: Series screen. The transaction confirmation screen appears. 10. Click OK. You may be prompted to print a program tickets or event tickets. Print or defer as needed. Once complete, you return to the Series tab. Change series properties 1. From an open client record, select the Series tab. In the grid, locate the series for which to change seat allocation and mark the corresponding checkbox in the Select column.

108 104 CHAPTER 1 2. In the Client Portal tree view, click Edit Season Ticket. The Edit Series: Series screen appears. 3. Click the Change Series Property icon, which is yellow and white with a depiction of a pencil and a note pad. It is located to the right of the black and white Change Seat icon. The Edit Series screen appears. 4. You can now edit the number of bonus events included, as well as change the series price type, subsidized amount, and organization. For this example, we add a bonus event to the series by entering 1 in the Bonus field. Make your changes. 5. Click OK. You return to the Edit Series: Series screen and a transaction confirmation screen appears. 6. Click OK. You may be prompted to print program tickets or event tickets. Print or defer as needed. Once complete, you return to the Series tab.

109 Delete Series CLIENT RELATIONSHIP MANAGEMENT (CRM) 105 To delete a series for a customer, expand the Series folder and click Delete Series. This is an alternative way to cancel and refund a series. Delete a series 1. To delete a series from an open customer record, select the Series tab. In the Select column, next to the series to delete, mark the checkbox and click Delete Series in the Client Portal tree view. The Cancel Subscriber screen appears. 2. Click the icon to the left of the series you want to cancel. The icon becomes a red X. To continue with the cancellation, click OK.

110 106 CHAPTER 1 3. If a coupon, membership benefit, or package deal discount was applied when the series was purchased, the Returning Items Purchased screen appears. If you have rights to return items that were package and discounted, click OK to continue. A confirmation screen appears, asking if you are sure you want to cancel the series. Note: Whether a user has rights to return items purchased with a membership benefit, coupon, or package deal depends on the Prevent the return of items purchased as part of a package user option, which is located on the General tab of the User Options screen. For more information about setting user options, see the Administration Guide.

111 CLIENT RELATIONSHIP MANAGEMENT (CRM) Click OK. The Payment screen appears. The Basket Items screen appears on top and lists items purchased. Expand the row to view details. 5. To complete the refund using cash, in the Cash field, enter the amount In the Received field, enter the actual amount you are returning to the customer. For more information about the Payment screen, see the Payments Guide. 7. Click Finish. The program refunds the payment and deletes the series from the Series tab. You return to the Series tab. Cancel Series When you use Cancel and Return Money on the customer record, you are cancelling a specific event within a series and the refund given to the customer is based on that single event instead of the entire series. When you cancel a series and return money for a specific event, you cannot add another event to the series at a later date.

112 108 CHAPTER 1 Cancel a series 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer exchanging series tickets. 2. From the open record, select the Series tab. In the grid, mark the checkbox of the series containing the tickets to cancel. If canceling tickets from multiple series, mark each checkbox.

113 CLIENT RELATIONSHIP MANAGEMENT (CRM) Once the series is selected, right-click to access a submenu and select Cancel And Return Money. 4. The Transaction Details screen appears. On the Series Tickets tab near the bottom of the screen, each ticket in the series appears. Mark the checkbox in the Select column of each row for which to cancel the tickets.

114 110 CHAPTER 1 5. A message appears to confirm the cancellation. Click Yes. The payment screen appears. The Basket Items screen appears on top and lists items purchased. Expand the row to view details. 6. To complete the refund with cash, in the Cash field, enter In the Received field, enter the actual amount to return to the customer. For more information about the Payment screen, see the Payments Guide. 8. Click Finish. The program refunds the payment and deletes the event from the series. You return to the Series tab. Renew Series To renew a series for a customer, expand the Series folder and click Renew Series. You can renew series automatically or manually. When you renew a series the customer can keep the same seats from the previous season at the same price. When you automatically renew a series, the new series retains the same seat at the same price. When you manually renew a series, you can upgrade a customer s seat or select a different series. Before you can process series renewals, you must first complete several tasks in Administration. For more information about these tasks, see the Series Guide. Renew a series 1. To renew a series on an open customer record, select the Series tab. In the grid, in the Select column, mark the checkbox next to the series to renew.

115 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Client Portal tree view, expand the Series folder and click Renew Series. The Renew Series screen appears. Note: To enter remarks when renewing a series, click Remark on the Renew Series screen.

116 112 CHAPTER 1 a. To renew a series automatically, in the Status field of the series row with which you are working, select Reserve and click the Automatically Renew button. The program automatically adds the series to the grid at the bottom of the screen for renewal. To purchase the renewal the same way you purchase new series, click OK.

117 CLIENT RELATIONSHIP MANAGEMENT (CRM) 113 b. To renew the series manually, in the Status field of the series row with which you are working, select Reserve and click the Manually Renew button. The Add Series screen appears so you can manually renew the series. The steps you take to manually renew a series are similar to the steps you use to add a new series. Once you manually renew the series using the Add Series screen, the program adds the series to the grid on the bottom of the screen for renewal. Note: When you renew a series and select Not Interested in the Status column of the series row, this specifies the customer is not interested in renewing and freezes the ticket. The program releases the seats and makes them available for others to purchase. 3. To purchase the renewal the same way you purchase new series, Click OK. When you finish purchasing the renewal, you return to the Series tab. Renewal Reservations You can reserve a series renewal for a future purchase. You can reserve a series renewal automatically or manually. When you automatically renew a series, the new series retains the same seat at the same price. When you manually renew a series, you can upgrade a customer s seat or select a different series. Reserve a series renewal 1. To reserve a series renewal on an open customer record, select the Series tab. In the grid, in the Select column, mark the checkbox next to the series to reserve a renewal.

118 114 CHAPTER 1 2. In the Client Portal tree view, click Renewal reservation. The Renewal reservation: Series screen appears. 3. You can reserve a series renewal automatically or manually. To reserve the renewal automatically, in the Status field of the series row with which you are working, select Reserve. Click the Automatically Renew button. The program automatically adds the series to the grid on the bottom of the screen for renewal. Click OK. Note: To enter remarks when reserving a series for renewal, click Remark on the Renewal Reservation: Series screen. To reserve the renewal manually, in the Status field of the series row with which you are working, select Reserve. Click the Manually Renew button. The Add Series screen appears so you can manually renew the series. Once you manually renew the series using the Add Series screen, the program automatically adds the series to the grid on the bottom of the screen for renewal. 4. To reserve the renewal, click OK. The Payment screen appears. Because this is a reservation, no exchange of money has taken place. Click Finish to return to the Series tab. Note: When you renew a series and select Not Interested in the Status column of the series row, this specifies the customer is not interested in renewing and freezes the ticket. The program releases the seats and makes them available for others to purchase.

119 CLIENT RELATIONSHIP MANAGEMENT (CRM) 115 Freeze Series You can suspend a series for an open-ended period of time by using Freeze Series. Freezing a series means the series remains active in the database but is not subject to automatic processes, such as renewal or automatic addition of events. Additionally, you cannot add, exchange, or replace tickets attached to a frozen series. To return a frozen series to active standing, you simply release the series by accessing the client record, selecting the frozen series, and clicking Release Frozen in the Client Portal tree view. Freeze a series 1. From an open client record, select the Series tab. In the grid, mark the checkbox in the Select column to select the series to freeze. 2. In the Client Portal tree view, in the Series folder, click Freeze. The program freezes the selected series and the status appears as Active (Freeze).

120 116 CHAPTER 1 To return a frozen series to active standing, you simply release the series by accessing the client record, selecting the frozen series, and clicking Release Frozen in the Client Portal tree view. Print Series Tickets You can print series tickets for a customer from an open client record.

121 Print a series ticket CLIENT RELATIONSHIP MANAGEMENT (CRM) To print a series ticket from an open customer record, expand the Series folder and click Print Series Ticket. The Print Documents screen appears. 2. Select the series ticket information to print by marking the red X in each series row. 3. At the bottom of the screen, click Serial Number to enter a serial number to print. 4. To return to the Print documents screen, click OK. 5. At the bottom of the screen, click OK to print the series tickets. 6. To return to the client record, click Back. Reprint Series Tickets You can reprint series tickets for a customer from an open client record. Reprint a series ticket 1. To reprint a series ticket from an open customer record, expand the Series folder and click Reprint Series Ticket. The Print Documents screen appears. 2. Select the series ticket to print by marking the red X in each series row. 3. At the bottom of the screen, click Serial Number to add a serial number to appear the ticket. 4. To return to the Print documents screen, click OK. 5. At the bottom of the screen, click OK to reprint the series tickets.

122 118 CHAPTER 1 6. To return to the client record, click Back. Manage Pre-paid Waiting Lists With pre-paid waiting lists, you can offer customers an alternative when a series is sold out. The process of adding a customer to a pre-paid waiting list is similar to selling a series in that the customer selects the series and the events. However, the difference is the customer cannot select seats because they are determined by whatever seats become available. If another customer cancels his series tickets, the pre-paid waiting list is confirmed and those cancelled seats are allocated. Add a customer to a pre-paid waiting list 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record for the customer you are adding to a pre-paid waiting list. 2. In the Client Portal tree view on the right, expand the Series folder and click Pre-Paid Waiting List. The Pre-Paid Waiting List:Series screen appears with the customer s name displayed on the left. Note: If the Open Shift screen appears, in the Cash Drawers field, select your assigned drawer and click OK. 3. In the Series field, select the series for which the customer is purchasing a pre-paid waiting list spot. 4. In the Organization field, you can select the organization that is subsidizing the series ticket purchase for the customer. This is an optional step and is necessary only if applicable to the customer and your system administrator has configured organizations that pay part of an employee s series ticket purchase. For more information, see the Organizations section of the Series Guide.

123 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Series Price Type field, select the price type for this customer, for example, Adult or Student. 6. In the Payment Methods field, you can select a payment plan if configured and available for this series. For example, you may offer a payment plan of three installments. For more information, see the Payment Plans section of the Series Guide. 7. In the series grid, you can set multiple series ticket options depending on how the series is configured. In the Bonus column, enter the number of bonus tickets awarded with this series. This is necessary only if bonus tickets are applicable. In the Area column, select the area of the hall for which the customer wants to pre-purchase and wait for availability. If the customer does not want a specific area, select All Areas. This is necessary only if multiple areas exist. In the Price Level column, select the price level of the tickets. This is necessary only if multiple price levels exist. 8. To add the series to the customer s basket, click Add. The series information appears in the grid.

124 120 CHAPTER 1 9. To view and select the events included with this series, click Events at the bottom of the screen. The Series Events screen appears. 10. To accept the events and proceed, click OK. You return to the Pre-Paid Waiting List: Series screen. 11. To proceed to check out and enter payment information, click OK at the bottom of the screen. The Payment screen appears.

125 CLIENT RELATIONSHIP MANAGEMENT (CRM) For this example, the customer pays for the series using cash. On the left of the Payment screen, to enter a cash payment, enter the amount of the series in the Cash field. At the bottom of the screen, click Next. The Cash frame appears on the right. For more information about other payment methods, see the Payments chapter of the Payments Guide. Note: You can use the payment buttons beside each payment type or press the corresponding shortcut key to automatically enter the payment amount in the adjacent field. For example, click F1 to automatically enter $ in the Cash field. 13. Click Next. The Cash frame appears on the right. 14. In the Received field, enter the actual amount received for the series pre-paid waiting list. Any amount that appears in the Change (Money) field indicates the amount of change due back to the customer. This is for your information only; you cannot edit the amount in this field. 15. At the bottom of the screen, click Finish. If the Transaction Summaries screen appears, you can review the transaction information. Click OK to close the summary. If the Advertising screen appears, you can record the specific marketing campaign and group that reached this customer. After you enter marketing information, click OK. 16. A confirmation message appears displaying the identification number of the transaction. Click OK. The program saves the sale information, and a message appears asking if you want to print the tickets. 17. Click OK. You return to the Series tab of the client record and the series pre-paid waiting list appears with a status of Waiting. 18. To view ticket details for a series, double-click the series in the grid on the Series tab. The Transaction details screen appears. Click Back to return to the Series tab. 19. To return to the Main Menu screen, close the client record and then the CRM Search Results screen.

126 122 CHAPTER 1 Confirm a pre-paid waiting list 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for which to confirm a pre-paid waiting list. 2. On the open record, select the Series tab. Pre-paid waiting lists appear with a status of Waiting. Locate the pre-paid waiting list to confirm and mark the corresponding checkbox in the Select column.

127 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Client Portal tree view on the right, in the series folder, click Confirm Waiting List. The Confirm Waiting: Series screen appears with the customer s name displayed. Note: If the Open Shift screen appears, in the Cash Drawers field, select your assigned drawer and click OK. 4. In the grid at the top of the Confirm Waiting:Series screen, click the auto confirmation button. The program adds the series being confirmed to the lower grid on the screen. Note: To make changes to the pre-paid waiting list series before confirming it, click the Hand confirmation button and make changes before you continue. 5. To select seats for the series, click Allocation at the bottom of the screen. The Allocate Subscribers screen appears so you can alphabetically view the seating plan for an event in the current series. Right-click on any seat to see details for that seat, including customer name, ticket price, and ticket number. To view a legend of seat details, click Legend. 6. Select an available seat and click OK. You return to the Confirm Waiting:Series screen and the selected seat appears in the Seat column of the lower grid.

128 124 CHAPTER 1 7. To view and confirm the events included with this series, at the bottom of the screen, click Events. The Series Events screen appears. 8. To accept the events and continue, click OK. You return to the Confirm Waiting: Series screen. 9. To complete the transaction, click OK. A transaction confirmation screen appears. 10. Click OK. A waiting program confirmation screen appears. 11. Click OK again. You return to the Series tab of the client record and the series pre-paid waiting list now appears with a status of Current.

129 CLIENT RELATIONSHIP MANAGEMENT (CRM) To view ticket details for a series, double-click the series on the Series tab. The Transaction details screen appears. On the Transaction details screen, you can work with several ticket-related processes. For example, use the Print Setup to print series tickets. To close the Transaction details screen and return to the client record, click Back. Cancel a pre-paid waiting list 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for which to cancel a pre-paid waiting list.

130 126 CHAPTER 1 2. In the Client Portal tree view on the right, expand the Series folder and click Cancel Prepaid Waiting List. The Cancel Prepaid Waiting List:Series screen appears displaying all of the customers series pre-paid waiting lists. Note: If the Open Shift screen appears, in the Cash Drawers field, select your assigned drawer and click OK. 3. In the grid, locate the pre-paid waiting list to cancel and click the icon to the right of the customer s name. The icon changes to an X. The waiting list is now marked for cancellation. 4. Click OK. The List screen appears.

131 5. To confirm the cancellation, click OK. The Payment screen appears. CLIENT RELATIONSHIP MANAGEMENT (CRM) To complete the refund using cash, in the Cash field, enter the amount of the canceled tickets. 7. In the Received field, enter the actual amount you are returning to the customer. For more information about the Payment screen, see the Payments chapter of the Payments Guide. 8. Click Finish. The program refunds the payment and deletes the series. You return to the Series tab. 9. To return to the Main Menu screen, close the client record and then the CRM Search Results screen. Manage Waiting Lists From an open client record, you can quickly add a customer to a waiting list for series ticket purchases. This is helpful if a series is not yet available for purchase or is currently sold out. Add a customer to a series waiting list 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer to add to a waiting list.

132 128 CHAPTER 1 2. In the Client Portal tree view on the right, expand the Series folder and click Waiting List. The Waiting List screen appears. 3. You can add specific series information for the customer, such as priority, status, season, series, and notes. To save, click OK. A second Waiting List screen appears and displays the details of the waiting list entry. 4. To add a new waiting list entry, click Add. To edit a current entry, double-click a row. To return to the Series tab of the client record, click Close.

133 Manage Upgrade Lists CLIENT RELATIONSHIP MANAGEMENT (CRM) 129 From an open client record, you can quickly add a customer to an upgrade list for series ticket purchases. This is a helpful tool as it allows you to efficiently keep track of customers who want to upgrade their series seats. Add a customer to a series upgrade list 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer to add to the upgrade list. 2. In the Client Portal tree view on the right, expand the Series folder and click Upgrade List. The Upgrade List screen appears.

134 130 CHAPTER 1 3. You can add specific series information for the customer, such as priority, status, season, series, and notes. To save, click OK. A second Upgrade List screen appears and displays the details of the upgrade list entry. 4. To add a new upgrade list entry, click Add. To edit a current entry, double-click a row. To return to the Series tab of the client record, click Close. Reserve Series You can reserve seats for a series when a customer selects tickets and postpones paying for them. When the customer is ready to pay, you can then locate the tickets with the Reservation screen and accept and record the payment by confirming the reservation. Reserve a series 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record for the customer reserving a series.

135 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Client Portal tree view on the right, expand the Series folder and click Reserve Series. The Reserve Series screen appears with the customer s name displayed. Note: If the Open Shift screen appears, in the Cash Drawers field, select your assigned drawer and click OK. 3. In the Series field, select the series the customer wants to reserve. 4. In the Organization field, you can select an organization that is subsidizing the series tickets purchase for the customer. This is an optional step and is necessary only if applicable to the ticket purchaser and you have configured organizations that pay part of an employee s series ticket purchase. For more information, see the Organizations section of the Series Guide. 5. In the Series Price Type field, select the appropriate price type for this customer. Examples of common price types include Adult and Student. 6. In the Payment Methods field, you can select a specific payment plan if configured and available for this series. For example, you may offer a payment plan of three installments. For more information, see the Payment Plans section of the Series Guide. 7. In the series grid, you can set multiple series ticket options depending on how the series is configured. Access the Bonus column and enter the number of bonus tickets awarded with this series. This is necessary only if bonus tickets are applicable.

136 132 CHAPTER 1 8. To add the series to the customer s basket, click Add. The series information appears in the grid at the bottom of the screen.

137 CLIENT RELATIONSHIP MANAGEMENT (CRM) To select seats for the series, click Allocation at the bottom of the screen. The Allocate Subscribers screen appears so you can view the seating plan alphabetically for an event in the current series. Right-click on any seat to see details for that seat, including customer name, ticket price, and ticket number. To view a legend of seat details, click Legend. Note: If seats for a selected event are locked, you can still allocate seats. For more information about how to allocate locked seats for events in a series, see the Tickets chapter.

138 134 CHAPTER Select a seat and click OK. The Series Events screen appears and lists each event within the fixed series and the seat assigned to the event. This fixed series contains five events, which are listed on the screen. Note: The seat selected on the Allocate Subscribers screen is assigned to each event. However, you can select a specific event and assign a different seat by clicking the Allocation button. 11. To accept the events and proceed, click OK. You return to the Reserve Series screen. 12. To proceed and continue reservation, click OK. A confirmation screen appears.

139 CLIENT RELATIONSHIP MANAGEMENT (CRM) From the confirmation screen, click OK. You return to the Series tab of the client record. The series information appears in the grid with a status of Reserved. Display Tickets From an open client record, you can use Display Tickets to view specific events attached to a series and associated series transaction details. Display series ticket information 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record of the customer for whom you want to display series ticket information. 2. Select the series tab. Locate the series you want to view and mark the corresponding checkbox in the Select column.

140 136 CHAPTER 1 3. In the Client Portal tree view, in the Series folder, click Display Tickets. The Transaction details screen appears. 4. To return to the Series tab, click Back. View Seasons From an open client record, you can quickly view different series seasons, as well as each series that a customer has purchased for those seasons. View different series seasons 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. 2. From an open client record, select the Series tab.

141 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Client Portal tree view, click Seasons. The Seasons screen appears. 4. To change seasons, select one from the drop-down list and click OK. You return to the Series tab. 5. To view all seasons, mark View all Seasons at the bottom of the Series tab. Set Selection Codes for Series From an open client record, you can assign a selection code to each series displayed on the Series tab. Selection codes are used for reporting purposes and are optional. They are defined in Administration and assigned to memberships or series as needed. If you assign selection codes, you can then run the Series By Selection report to see series sales data sliced by specific selection codes. Assign a selection code to a series 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. 2. From an open client record, select the Series tab. In the grid, select the series code for which you want to assign a selection code.

142 138 CHAPTER 1 3. In the Client Portal tree view, click Set Selection Code. The Get Selection Code screen appears. 4. Select the code to assign and click OK. A confirmation screen appears. 5. To proceed, click OK. You return to the Series tab. Set Renewal Attributes for Series From an open client record, you can assign a renewal attribute to each series displayed on the Series tab. With renewal attributes, you can set an automatic notification to appear for series near the renewal period. Set renewal attributes for a series 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. 2. From an open client record, select the Series tab. In the grid, select the series for which to set renewal attributes.

143 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Client Portal tree view, click Set Renewal Attributes. The Set Renewal Attributes screen appears. 4. Mark the appropriate renewal attribute settings and click OK. A confirmation screen appears. 5. To proceed, click OK. You return to the Series tab. Donations Donations are money a customer contributes to your organization, often for a specific campaign or cause. In ThePatron Edge, donations are based on a hierarchy of campaigns, funds, and appeals. Campaigns are your overall objectives for raising money. For example, a theater can have a New Building Campaign with the objective of raising money for a new building. Of campaigns, funds, and appeals, campaigns are the broadest, acting as an umbrella over funds and appeals. A fund identifies where to record donations for financial purposes. An appeal is a solicitation that brings in your donations. From the Donations tab of an open client record, you can select the campaign, fund, and appeal for which the donation is made to ensure the money is deposited in the correct account. Your system administrator defines the campaigns, funds, and appeals specific to your organization. You can print a receipt or thank-you letter during the donation process or print it later from the Donations tab. The Donations folder appears in the Client Portal tree view and has a corresponding Donations tab on the client record. When you select the Donations tab, the Donations folder expands so you can add and edit donations. Use the Donations tab to manage all gifts you receive from a customer.

144 140 CHAPTER 1 Add Donations From an open client record, you can accept donations from customers. When you select the Donations tab on the record, the Donations folder in the Client Portal tree view expands so you can add a donation. Accept a donation 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record for the customer making a donation to your organization. 2. In the Client Portal tree view on the right, expand the Donations folder and click Add Donation. Note: If the Open Shift screen appears, in the Cash Drawers field, select your assigned drawer and click OK. 3. The Add Donation screen appears. In the Items pane, select the type of donation the customer wants to make, for example, Money or Stock. 4. In the Item Details frame, in the Solicitor Name field, select the name of the solicitor responsible for the donation. 5. In the Organization field, select the organization participating with the gift. For example, if the donor works for a company participating in the donation, you can select the company. 6. In the Accepted Date and Received Date fields, select the date your organization accepted and received the donation. 7. In the Donation Fund and Donation Appeal fields, select the fund and appeal information associated with the donation. 8. In the Donation Campaign field, select the campaign information associated with the donation. Selections in this field come from the Donation Campaign table defined in Administration. 9. In the Sum field, enter the amount received from the customer. 10. In the Currencies field, select the currency received.

145 CLIENT RELATIONSHIP MANAGEMENT (CRM) 141 If the customer pays with a currency other than your local currency, the program automatically enters the exchange rate in the Rate field. The amount due in the local currency appears in the Sum (in local currency) field. 11. To add the donation to the customer s basket, click Add to List. The donation information appears in the grid. 12. To continue with the donation process, at the bottom of the screen, click OK. The Payment screen appears. 13. To enter the payment with cash, in the Cash field on the left, enter the amount and click Next.

146 142 CHAPTER 1 a. To enter a payment made with foreign currency, on the Payment screen, click ^F1. Because you must first select the currency received, the Foreign Currency field is disabled. The Foreign Currency screen appears. b. The amount in the Total Cost field on the left appears in the Sum (in local currency) field. In the Currencies field, select the type of foreign currency used. The program automatically enters the exchange rate in the Exchange Rate field when you select the currency. c. The amount due in the selected foreign currency appears in the Sum (in foreign currency) field. d. In the Received (in foreign currency) field, enter the amount received in the foreign currency. If this amount is more than the amount due, the change to return to the customer appears in the Change (in foreign currency) and Change (in foreign currency) fields. e. Click OK. If change is due the customer, a message appears asking if you want to deposit it to the customer s account or reimburse the customer. f. To give the customer change back, mark Reimbursement and click OK. You return to the Payment screen. g. Click Next. The Reimbursement frame appears. In the Cash field, enter the amount reimbursed to the customer. To complete the transaction, continue to step 15.

147 CLIENT RELATIONSHIP MANAGEMENT (CRM) The Cash frame appears on the right. In the Received field, enter the amount of cash received. If it is more than the amount in the Total Cost field, the amount to be returned as change appears in the Change (Money) field. 15. To complete the transaction, click Finish. A message appears with the transaction number. Click OK. You return to the client record, and the new donation appears in the grid. 16. To close the record and return to the CRM Search Results screen, click Back. To exit CRM and return to the Main Menu screen, click Back. Print Donation Documents You can print donation documents from an open client record. When you select the Donations tab, the Donations folder in the Client Portal tree view expands. On the tab, you select a donation and then click Print Donation in the tree view. The program prints a donation response form. Before you can print donation documents, such as receipts and thank-you letters, your system administrator must first design the documents and configure print options in Administration. For more information about documents, see the Document Design Guide. Print a donation receipt 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the record for the customer making a donation to your organization.

148 144 CHAPTER 1 2. Select the Donations tab. In the grid, in the Select column, mark the checkbox in the row of the transaction for which to print a receipt. 3. In the Client Portal tree view, in the Donations folder, click Print Donation. A message appears asking if you want to print the selected document. 4. To print receipt for the selected customer, click Yes. The program prints the receipt on your default printer, and you return to the client record. 5. To return to the Main Menu screen, close the client record and then close the CRM Search Results screen. Add Donation Remarks From an open client record, you can add specific information about a donation already recorded. Add a remark to a donation record 1. On the Main Menu screen, on the navigation bar, click CRM. Open the client record of the customer with the donation to which you are adding the remark.

149 CLIENT RELATIONSHIP MANAGEMENT (CRM) From the open client record, select the Donations tab. In the grid, mark the checkbox in the row of the transaction to which to add a remark. 3. In the Client Portal tree view, in the Donations folder, click Remark. The Remarks screen appears. 4. To indicate the kind of comments in the remark, select a type in the Remarks Types field, for example, Complaint, Notes, or Special Request. 5. In the Remark text box, enter information about the donation, for example, Donation is for Youth Orchestra music stands and chairs. 6. To make the remark active, next to Status, mark Active.

150 146 CHAPTER 1 7. To display the remark in the upper right corner of the client record, next to Popup, mark Active and select a beginning date in the From Date field. 8. To save the remark information and return to the Donations tab, click OK. Remarks The Remarks folder appears in the Client Portal tree view and has a corresponding Remarks tab on the client record. When you select the Remarks tab, the Remarks folder expands so you can add, edit, and delete remarks, for example special requests and recommendations. Remarks appear in the Client Remarks box in the upper right of the screen. Tip: Rather than deleting a remark from client records, we recommend you mark it Not Active. You can make it active again later without having to create it again. Add Remark To add a new remark for a customer, expand the Remarks folder and click Add Remark. Add a remark 1. To add a remark to an open client record, expand the Remarks folder and click Add Remark. The Remarks screen appears. 2. The Name, Last User, and Last Update fields are disabled. The customer s name, last user to log in, and the last update made to the database default into each field.

151 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Remark Type field, select the type of remark to create, for example, General and Disability. 4. In the Remark field, enter a description of the remark you are creating. 5. Next to Status, mark Active or Not Active. 6. Next to Popup, to activate the remark as a pop-up, mark Active. When the remark is a pop-up, it appears in the upper right corner of the client record each time you access the record. 7. Today s date automatically appears in the From Date field. 8. In the Priority field, select a priority for the remark. 9. Click OK. You return to the client record. Edit Remarks To edit a remark for a customer, expand the Remarks folder and click Edit Remark. Edit a remark 1. To edit a remark on an open client record, select the Remarks tab. In the grid, select the remark to edit. In the Client Portal tree view, expand the Remarks folder and click Edit Remark. The Remarks screen appears. 2. Make any changes to the remark and click OK. You return to the client record.

152 148 CHAPTER 1 Mailing History The Mailing History folder appears in the tree view and has a corresponding Mailing History tab on the client record. When you select the Mailing History tab, the Mailing History folder expands in the tree view with several options you can use to add a mailing or delete an attachment. Use the Mailing History tab to generate targeted mailing lists. While you can add information about mailings to a customer, this tab also stores mailing history of information you send a customer, such as series renewals or reminder notices. You can also add a history of mailings directly to the Mailing History tab on the client record. View Attachments To view an attachment that was part of a mailing to a customer, on the Mailing History tab, select the mailing for which to view the attachment. Expand the Mailing History folder and click View Attachment. The attachment opens. Delete Mailing To delete a mailing to a customer, on the Mailing History tab, select the mailing to delete. Expand the Mailing History folder and click Delete Mailing. The program deletes the mailing from your database. We strongly recommend you have a recent, tested backup of your database before you delete a mailing. You cannot recover deleted information. Add Mailing To add a mailing for a customer, expand the Mailing History folder and click Add Mailing.

153 Add a mailing CLIENT RELATIONSHIP MANAGEMENT (CRM) To add a mailing to an open client record, expand the Mailing History folder and click Add Mailing. The Mailing screen appears. 2. In the Mailing Type field, select the type of mailing to send the customer. 3. In the Delivery Method field, select the method the customer receives the information from you. 4. In the Mailing Date field, select the date of the mailing. 5. In the Attach field, select an attachment to include in this mailing. 6. To save the changes, click OK. You return to the Mailing History tab. Preferences The Preferences folder in the Client Portal tree view has a corresponding Preferences tab on the client record. When you select the Preferences tab, the Preferences folder expands in the tree view with the option to edit preferences. Use the Preferences tab to flag customer interests and specify mailing groups. You can define settings for preferences in the System Setup folder in Administration. Edit Preferences To work with preferences you set up for a customer, expand the Preferences folder and click Edit Preferences.

154 150 CHAPTER 1 Edit Preferences 1. To edit a customer s preference, from an open client record, expand the Preferences folder and click Edit Preferences. The Edit Preferences screen appears. 2. To apply a preference to a client record, mark the checkbox in the Select column. To remove a preference, unmark the checkbox next to a preference. 3. Click OK. You return to the client record. Client Types The Client Types folder appears in the Client Portal tree view and has a corresponding Client Types tab on the client record. When you select the Client Types tab, the Client Types folder expands so you can edit client types. You can use the Client Types tab to select client types for the customer, for example Board Member and Major Donor. You can assign client types to records using date ranges to record durations. Each customer can have multiple instances of the same type, as long as the associated dates do not overlap. ThePatron Edge maintains an accurate historic view of client types assigned to records. For example, a customer in CRM who has been a board member for non-concurrent years would have two client types of Board Member on her client record along with corresponding date ranges.

155 Add Client Types CLIENT RELATIONSHIP MANAGEMENT (CRM) 151 You can assign client types to records using date ranges to record durations. Each customer can have multiple instances of the same type, as long as the associated dates do not overlap. Once the specified date range has elapsed, the program no longer considers the client type active. Add Client Type 1. To add a client type from an open client record, expand the Client Types folder and click Add Client Type. The Client Type screen appears. Note: ThePatron Edge Online recognizes the date range you enter for a client type in ThePatron Edge. 2. In the Client Type field, select the client type to assign to the customer, for example, Board Member. 3. To make the client type active only for a selected time period, enter a date range in the From Date and To Date fields. 4. To save the client type, click OK. You return to the client record. Edit Client Types To edit client types, expand the Client Types folder, select a client type, and click Edit Client Types. Edit a client type 1. To edit client types from an open client record, expand the Client Types folder. In the grid, select the client type to edit and click Edit Client Type. The Client Types screen appears. Note: ThePatron Edge Online recognizes the date range you enter for a client type in ThePatron Edge.

156 152 CHAPTER 1 2. Make any changes and click OK. You return to the Client Types tab. Loyalty Members The Loyalty Member folder appears in the Client Portal tree view and has a corresponding Loyalty Member tab on the client record. When you select the Loyalty Member tab, the Loyalty Member folder expands so you can manually adjust loyalty points awarded to a client. For more information about creating and managing loyalty programs, see the Loyalty Program Guide. Add Loyalty Points To add loyalty points for a client who is a member of a loyalty program, expand the Loyalty Members folder and click Add Loyalty Points. Add loyalty points manually 1. On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the client record to adjust. 2. In the Client Portal tree view on the right side, expand the Loyalty Members folder and click Add Loyalty Points. The Add Loyalty Points screen appears. In the Name field, the patron s name appears. In the Loyalty Programs field, the name of the loyalty program appears. 3. In the Points field, enter the number of points to add. 4. In the Description field, enter the reason for adding points. 5. Click OK. The system updates the patron s point balance. Subtract Loyalty Points To subtract loyalty points for a client who is a member of a loyalty program, expand the Loyalty Members folder and click Subtract Club Points. You may subtract points due to a change in status of the member or if too many points were erroneously awarded.

157 Subtract loyalty points manually CLIENT RELATIONSHIP MANAGEMENT (CRM) On the Main Menu screen, on the navigation bar, click CRM. The CRM Search Criteria screen appears. Open the client record to adjust. 2. In the Client Portal tree view on the right, expand the Loyalty Members folder and click Subtract Loyalty Points. The Subtract Loyalty Points screen appears. In the Name field, the patron s name appears. In the Loyalty Programs field, the name of the loyalty program appears. 3. In the Points field, enter the number of points to subtract. 4. In the Description field, enter the reason for subtracting points. 5. Click OK. The system updates patron s point balance.

158 154 CHAPTER 1 Payments The Payments tab has a corresponding folder in the Client Portal tree view. Using the Payments tab and the Payments folder in the tree view, you can work with payment information, such as adding payments, returning payments, and paying unpaid invoices. For more information about using this tab, see the Payments Guide. View Reason for Return From the Payments or Booking tab, you can view information entered for items the customer returned. From either tab, double-click a returned payment. The Payment Details screen appears, displaying the reason for return information. You can enter reasons for returns on the Payment screen. For more information about returns, see the Payments chapter of the Payments Guide. Applications The Applications folder appears in the Client Portal tree view. When you click the Applications folder, the folder expands so you can set up a user application to point to a file or specific *.exe file to open. For example, you can specify that one user application map to Microsoft Notepad and each time you click the user application you specified, Microsoft Notepad opens. This is an efficient way to access other files or programs while working in The Patron Edge. You can set up user-defined applications in SQL Server Query Analyzer. Blackbaud does not support setting up user-defined applications.

159 CLIENT RELATIONSHIP MANAGEMENT (CRM) 155 Transactions By Group In The Patron Edge, transactions are linked with a transaction group by a transaction reference number. This number is recorded in the database for tickets, reservations, and payments. On the Transactions By Group tab, you can view transactions grouped by the associated transaction reference number. Display Sales On the Transactions By Group screen, right-click the transaction group with which to work. When the right-click menu appears, select Display Sales to display sales transactions belonging only to the selected group. The Booking tab appears and displays only sales transactions with the selected transaction reference number. You can then confirm, delete, and add to a reservation. Display Payments On the Transactions By Group screen, right-click the transaction group with which to work and select Display Payments to display payment transactions belonging only to the selected transaction group. The Payments tab displays only payment transactions with the selected transaction reference number. Add Tickets On the Transactions By Group screen, right-click the transaction group with which to work. When the right-click menu appears, select Add Tickets to launch the ticket sales process and add a new sales transaction to the current transaction group. The Sales screen appears so you can sell tickets. The transaction reference number is set according to the currently selected transaction group.

160 156 CHAPTER 1 Add Payment On the Transactions By Group screen, right-click the transaction group with which to work. When the right-click menu appears, select Add Payment to add a payment to the selected transaction group. The Basket and Payment screens appear so you can add a payment. The transaction reference number is set according to the currently selected transaction group. Return Payment On the Transactions By Group screen, right-click the transaction group with which to work. When the right-click menu appears, select Return Payment to refund a payment to the selected transaction group. The Basket and Payment screens appear so you can refund a payment. The transaction reference number is set according to the currently selected transaction group. Activities The Activities folder appears in the Client Portal tree view and has a corresponding Activities tab on the client record. When you select the Activities tab, the Activities folder expands in the tree view so you can edit, delete, and access linked information. Use the Activities tab to manage activities, such as follow-up letters, , and phone calls. While you can manually record phone calls or you have exchanged between a customer, this tab also serves as a way to view a history of activity and transactions on a client record. For example, when a customer purchases a ticket, you can automatically record the purchase on the Activities tab. You can define history settings on the Client Activities table in the System Setup folder in Administration. You can also specify the subject and description text to automatically appear on an activity record.

161 Edit an activity CLIENT RELATIONSHIP MANAGEMENT (CRM) From an open client record, select the Activities tab. Activities associated with this client are displayed.

162 158 CHAPTER 1 2. In the grid, select the activity to edit. In the tree view on the right, under the Activities folder, click Edit Activity. The Client Activity screen appears. 3. You can edit the subject as well as the activity start/end date and times. Make changes and click OK. You return to the Activities tab.

163 Delete an activity entry CLIENT RELATIONSHIP MANAGEMENT (CRM) From an open client record, select the Activities tab. Activities associated with this client are displayed. 2. In the grid, select the activity to delete. In the tree view on the right, under the Activities folder, click Delete Activity. A confirmation screen appears. 3. To delete the activity, click Yes. You return to the Activities tab.

164 160 CHAPTER 1 Open an item linked to an activity Many activities are linked to transactions. To view transaction details related to a specific activity, you can access the activity and open the associated transaction details screen. Expand the Activities folder and click Open Linked Item. The Transaction details screen appears listing details about an activity or transaction. 1. From an open client record, select the Activities tab. Activities associated with this client are displayed.

165 CLIENT RELATIONSHIP MANAGEMENT (CRM) In the grid, find the activity for which you want to view transaction details and click the blue icon with the white arrow located to the left of the activity. The Transaction Details screen appears. 3. To return to the Activities tab, click OK.

166 162 CHAPTER 1 Merchandise The Merchandise folder appears in the Client Portal tree view and has a corresponding Merchandise tab on the client record. When you select the Merchandise tab, the Merchandise folder expands in the tree view so you can add, cancel, and return merchandise items and print and reprint vouchers. You can select an item and right-click in the grid to print or cancel the merchandise. To view details about a merchandise transaction, double-click the merchandise item in the grid. The Transaction details screen appears so you can view additional information. For information about selling merchandise, see the Reserved Seats Sales Guide or the General Admission Sales Guide. Actions The Actions folder appears in the Client Portal tree view and has a corresponding Actions tab on the client record. When you select the Actions tab, the Actions folder expands in the tree view so you can add, edit, and delete action records. You can select an action and right-click in the grid to edit or delete a saved action record, or to add a new action record. When adding or editing an action record, you can add notes and view action history. Note: Your administrator can determine which columns are displayed on the Actions tab. To add or remove columns from the tab, access the Maintain Table Definitions screen, select CRM Portal-Action Tab Fields in the Table Name field, and in the Display column for each field mark Yes or No to display or hide each. For example, mark Yes for User Definable to display that action record information in a column on the Actions tab.

167 CLIENT RELATIONSHIP MANAGEMENT (CRM) 163 Action records provide a history of interactions between customers and your organization and include as much detail as your organization requires. You can address complaints, fulfill requests, and answer inquiries from customers by telephone or in person. You can use actions to clarify orders and as part of your telemarketing campaigns. Following up tasks or assignments is easier, for example, if you create actions to call back a customer, reprint tickets, or exchange tickets. For example, while picking up tickets at an evening performance, a customer at the box office asks you a question about receiving specific mailings from your organization. Because the marketing department is closed, you can add an action record for Sales & Marketing about the inquiry and follow-up. For more information about adding an action record, see Add Action Records on page 168. Add Action To add a new action record from the Actions tab, right-click anywhere on the grid and select Add from the submenu that appears. To add a new action record from the Client Portal tree view, expand the Actions folder and click Add Action. For more information about adding action records, see Add Action Records on page 168. Note: To display actions with a status of completed, in the lower left of the screen, mark Display Completed. Only action records with Action Completed on marked on the General tab of the action record are considered completed. If you unmark the checkbox, only actions not yet completed appear. Edit Action To edit information in an action record from the Actions tab, select an action in the grid and right-click. Select Edit from the submenu that appears. To edit information in an action record from the Client Portal tree view, select an action in the grid. In the Actions folder, click Edit Action.

168 164 CHAPTER 1 Delete Action To delete an action record on the Actions tab, select an action in the grid and right-click. Select Delete from the submenu that appears. To delete an action record from the Client Portal tree view, select an action in the grid. In the Actions folder, click Delete Action. Warning: We strongly recommend you have a recent, tested backup of your database before you delete a status. You cannot recover deleted information. Whether you create a new action or open a saved action in ThePatron Edge, the Action General Information screen appears with the General, Notes, and History tabs so you can view, enter, and edit details about the action. Regardless of the tab you select, an action record displays the customer s name, action record ID, and action completion status. Action ID ActionID displays the action record number. You can use the ID as a tracking number for the customer s issue. Name The Name field defaults to the customer s name from the open client record. You can select another name from the client group in this field. Completed/Not Completed The area to the right of the Name field displays the entry in the Action Completed field on the General tab. You can define the color used to display Completed and Not Completed on the Action Tasks table in Administration. For more information about defining colors, see Colors on page 187.

169 CLIENT RELATIONSHIP MANAGEMENT (CRM) 165 General Tab When you add a new action, you create a new record in the Patron Edge database. On the General tab, of the Action General Information screen, you configure settings for the action and can as much or as little detail as needed. Category The Category field defines the kind of action being taken and determines the field that appears below the Category field. Categories can include Phone Call, , Meeting, and Task/Other. For example, if you select Phone Call, the Phone field appears so you can enter the telephone number. If you select Meeting, the Location field appears so you can enter an address or room number. Action Type The Action Type field defines the kind of action this is, for example, Customer Inquiry or Contact Patron. The action type you select determines the available options in the Purpose field. Purpose The Purpose field further classifies the action and controls the selections that appear in the Task field. Purposes provide a way for you to narrow down the type of action, for example, by department or area, such as Customer Service, Memberships, and Group Sales. Task The Task field defines what must be done and determines the selections that appear in the Assign To field. For example, tasks may include Return Call and Single Ticket Exchange. Action date The Action date field defaults to the current date and time. You can edit the date and time. End date The End date field defaults to the current date and time. You can edit the date and time. This is the date you expect the issue to be resolved.

170 166 CHAPTER 1 Pertaining to In the Pertaining to field, you can select what the action is in reference to, such as Show, Event, or Membership. You can leave this field blank. Your selection in this field determines selections that appear in the Value field. Value In the Value field, you can select the specific show, event, or membership based on the selection in the Pertaining to field. For example, if you select Show in the Pertaining to field, you can select a specific show. If you select Event, click the ellipsis to search for and select a specific event. Assign to In the Assign to field, select the user to assign the action to, based on the task. Priority Mark High, Normal, or Low to set the priority of the action. Send User Message If your organization has set up user messages in User Options, you can click Send User Message to access the Send a Message screen. Make selections on this screen and click OK. If you do not have not access to messages, this link is disabled. Send Click Send to access the Send Mail screen. Make selections and enter the message on this screen and click Send. If you do not have not access to an program, this link is disabled. Sending from action records is like sending from a client record. For more information, see the Client Record Tasks section of the Constituent Relationship Management (CRM) Guide. Status In the Status field, select the status of the action, for example, New or Resolved. You can define action statuses in Administration. For more information, see Action Statuses on page187. Your selection in the Status field does not determine completion of the action. ThePatron Edge records an action completed when you mark Action completed on. Note: Marking Action completed on determines completion of the action and not your selection in the Status field. This is important to remember when you are running reports or queries. Action completed on Once the action is completed, you can edit the action record. Mark Action completed on and select the completion date in the field. You can define colors to indicate the completion status on the upper right of an open action record. For more information about defining colors, see Colors on page 187. New CRM Remark/Open CRM Remark Click New CRMRemark to access the Remarks screen and create a remark to appear on the client record. Once you save the remark, ThePatronEdge links it to the action. Once you save a remark, you can access it again by clicking Open CRM Remark on the General tab of the saved action record. If you do not have permissions assigned to access remarks, this link is disabled. If you marked Yes for Include Remark on the Action Types screen in Administration, you can only view the remark. For more information, see Action Types on page 191. User Definable With the User Definable text box, you can capture additional data related to each action up to 256 characters. The information in this box is also included in the Actions Detail Report. By default, this box is called User Definable, but the label can be changed to suit the needs of your organization. Your administrator can change the default label by editing caption #7351 using the Language File Editor. For more information about customizing the language files, see the Administration Guide.

171 CLIENT RELATIONSHIP MANAGEMENT (CRM) 167 Notes Tab The Notes tab displays a grid of notes about the open action record. We recommend you record the details of each step of the action to provide a diary from initial creation to final resolution. You can use notes to record comments, details, and decisions made concerning the issue. You can sort the notes by clicking a column heading. The text of notes marked Private does not appear for users without access to private notes. Instead, a check mark appears in the Pvt column and ***Private*** appears in the Notes column. Add Note Click Add Note on the action bar to access the Action Note Detail screen and create a new note. Edit Note Select a note in the grid and click Edit Note on the action bar to access the Action Note Detail screen and edit the note. Warning: Be careful when closing an edited note! If you close the note by clicking the X on the title bar, you do not get a message asking if you want to save your changes. We strongly recommend you click OK so the program reminds you to save the note. Delete Note Select a note in the grid and click Delete Note on the action bar to delete the note. View Notes in Full Mark View Notes in Full to view all the text for each note in the grid. If you unmark the checkbox, the program truncates the text. Type The Type column displays the selection from the Types field on the Action Note Detail screen. Note Types are defined in Administration. For more information, see Action Note Types on page 185. Date The Date column displays the selection from the Date field on the Action Note Detail screen.

172 168 CHAPTER 1 Description The Description column displays the selection from the Description field on the Action Note Detail screen. Pvt If the checkbox in the Pvt column is marked, this indicates Private Note is marked on the Action Note Detail screen, and you cannot edit this note. Notes The Notes column displays text from the text box on the Action Note Detail screen. If this is a private note and you do not have permission to view private notes, ***Private*** appears instead. History Tab The History tab displays all changes made throughout the life cycle of the action. This tab displays an audit trail of changes made, by whom, and when. The History tab displays an historic record of key changes made to the client record. This information provides an audit trail and is for informational purposes only. You cannot add or edit data on the History tab. Add Action Records When you add a new action, you create a new record in the database. You can enter details and notes about the action. You can send other Patron Edge users messages and send about the action. Add an action record Scenario: In this procedure, you are the system supervisor, and you want to add an action record to Robert Hernandez s client record. You need to make a telephone call to his wife Wendy because she wants to exchange a series ticket. 1. To add an action, open Robert Hernandez s client record. Select the Actions tab and right-click in the grid. From the submenu that appears, select Add. The Action General Information screen opens on the General tab. For more information about opening client records, see Access Client Records on page 10.

173 2. In the Name field, select Mrs. Wendy Hernandez. CLIENT RELATIONSHIP MANAGEMENT (CRM) In the Category field, Phone Call is the default entry, and you can leave this selection as it is. In the Phone field, Wendy s home telephone number appears automatically. 4. To define this action, in the Action Type field, select Customer Inquiry. The action type you select determines the available options in the Purpose field. 5. To record the purpose of the call, in the Purpose field, select Subscriptions. The purpose you select determines the available options in the Task field. Purposes provide a way for you to narrow down the type of action, for example, by department or area. 6. To record the action to be taken, in Task field, select Single Ticket Exchange. 7. To record when to make the telephone call, in the Action date field, edit the default date and time. 8. To record the reason for the action, in the Pertaining to field, select Event. 9. To select the event, date, and time, click the ellipsis. The Select Events by date range screen appears. In the From Date and To Date fields, select the date range of events from which to use.

174 170 CHAPTER In the Events field, select the event and click Set Event. 11. You return to the Action General Information screen, and the event you selected appears in the Value field. 12. To assign the action to yourself, in the Assign to field, select PE Administrator. 13. Because exchanging the ticket is not an unusual request, mark Normal next to Priority. 14. In the User Definable box, enter any additional text regarding this action. 15. To save the action record, click OK. You return to the Actions tab. 16. To send a message to appear on your Home page, reopen the action and click Send User Message. The Send a Message screen appears. Make selections on this screen and click OK. Warning: To send a message, you must first save the action record.

175 CLIENT RELATIONSHIP MANAGEMENT (CRM) If you prefer an message, click Send . The Send Mail screen appears. Make selections, enter the message, and click Send. Note: Sending from action records is like sending from a client record. For more information, see the Client Record Tasks section of the Client Relationship Management (CRM) Guide. 18. Because this is a new action record and not a follow-up or continuation, in the Status field, select New. Note: Once the action is completed, open the action record and edit it. Mark Action completed on and select the completion date in the field. 19. To add a remark to the client record, click New CRMRemark. On the Remarks screen, enter the remark and click OK. You return to the General tab, and Open CRMRemark now appears.

176 172 CHAPTER To save the new action record, click OK. You return to the Actions tab. Add Action Notes Notes make it easy to record and maintain specific details throughout the life cycle of the action. For example, you can add notes from a conversation or phone call or contact information you may need later. For each note, you can enter a date, type, title, author, and description on the Action Note Detail screen. You enter the body of the note in a text box that holds an unlimited amount of free-form text. You can mark the note Private so that only authorized users can access it. Date In the Date field, select the date of the note. Type In the Type field, select the type of note, for example, Initial Note. Note Types are defined in Administration. For more information, see Action Note Types on page 185. Title In the Title field, enter a title for the note. Author In the Author field, select a user name. Description In the Description field, enter a brief description of the note. Below the Description field is a large text box in which you can enter an unlimited amount of free-form text. Private Note Mark Private Note to hide the note from users without access to private notes. Delete To delete the selected note, click Delete.

177 Add an action note CLIENT RELATIONSHIP MANAGEMENT (CRM) To add an action note, from an open action record, select the Notes tab. For more information about adding an action, see Add Action Records on page On the action bar, click Add Note. The Action Note Detail screen appears. Today s date appears in the Date field; however, you can change this date. 3. In the Type field, select a note type, for example, Initial Item. 4. In the Title field, enter a title for the note, for example, Introduction. 5. In the Author field, select an author, such as Symphony Manager. 6. In the Description field, enter a description of the note, for example, Holiday season.

178 174 CHAPTER 1 7. In the text box, enter any notes and other information about the action. Note: To hide the note from users without access to private notes, mark Private Note. 8. To save the note and return to the Notes tab, click OK. The new note appears in the grid. Warning: Be careful when closing an edited note! If you close the note by clicking the X on the title bar, you do not get a message asking if you want to save your changes. We strongly recommend you click OK so that the program reminds you to save the note. View Action History On the History tab, you can view changes made to the action record. For example, if the category, action type, purpose, priority, or status have changed since the action was created, the change appears on the History tab. Information about messages, remarks, and notes appear on this tab. Some entries in the Change column contain links you can click to access details about the change. The program records deleting actions, but any history related to the deleted action remains. Note: The information provides an audit trail and is for informational purposes only. You cannot add or edit data on the History of Changes tab.

179 CLIENT RELATIONSHIP MANAGEMENT (CRM) 175 To view the history of an action record, select the History tab. Date The Date column displays the date the action record was added or edited. User The User column displays the user who made the change to the action record. Change The Change column displays the change made to the action record. CRM Administration Settings Administration contains configuration and housekeeping tools you can use to set up your Patron Edge database, establish program security, define tables, and customize screens. As you prepare to work with client records in CRM, you can configure fields, options, and selections to appear or not appear on record screens and tabs. For example, you can specify the width of fields, whether to show a specific field on a selected screen, and define the order that tabs appear on records. You configure these settings on the Maintain Tables Definitions screen, which you access in Administration. To access this screen, expand the Administration folder and double-clicking Table Definitions. You then select the item you want to edit from the drop-down list. Screens, fields, and tabs for which you can define CRM settings include: CRM Search Criteria Screen on page176 CRM Search Results Grid on page178 Client Record Tabs on page179 Client Details Screen on page 180 States Table on page183 Actions Tables on page182 Relationship Types on page 184 Action Records on page184 Custom Fields on page192 Note: To resize tabs on a client record, set the Enable Auto Resize On field in User Options to Yes. On a client record, to automatically resize columns to the default size, click the Auto Resize Columns arrow button on the left side of the client record.

180 176 CHAPTER 1 CRM Search Criteria Screen In Administration, you can define settings for the CRMSearch Criteria screen and specific fields on the General tab. Tab Settings In the System Setup folder, you can define settings for tabs that appear on the CRM Search Criteria screen, which is displayed when you search for a client record from the Client Portal. For example, you can hide criteria tabs that your organization does not generally use. To configure tab settings, expand the Administration folder and double-click Table Definitions. From the Maintain Tables Definitions screen, select CRM Search Dialog-Tabs in the Table Name field. After you make your changes, to apply them, click OK. The table definitions you apply appear on the CRMSearch Criteria screen. Column Name Width Display Description The Width column settings do not apply to tabs on the CRM Search Criteria screen and should not be adjusted. You can select to display or not display a tab on the CRMSearch Criteria screen. In the Display column for a specific tab, select Yes to display the tab or No to remove the tab from the screen.

181 CLIENT RELATIONSHIP MANAGEMENT (CRM) 177 Column Name Position Description To change the order in which a tab appears on the screen, in the Position column for a specific tab, enter the position number for the tab to appear. Tabs are set in positions of 10, 20, 30, and so forth. The tab in position10 appears just before a tab with position20. You can rearrange tabs based on this numbering scheme. For example, to specify the General tab to follow the Client Type tab, in the Position column, enter 20 for the General tab and 10 for the Client Type tab. Field Settings for the General Tab In the System Setup folder, you can define settings for fields that appear on the General tab of the CRM Search Criteria screen, which is displayed when you search for a client record from the Client Portal. For example, you can hide or reorder specific fields. To configure tab settings, expand the Administration folder and double-click Table Definitions. From the Maintain Tables Definitions screen, select CRM Search Dialog-Main Tab Fields in the Table Name field. After you make your changes, to apply them, click OK. The table definitions you apply are reflected on the General tab of the CRM Search Criteria screen. Column Name Width Display Description Changes made to the Width column settings are not reflected on the General tab. We recommend that you leave them as-is You can select to display or not display a field on the screen. In the Display column for a specific field, select Yes to display the field or No to remove the field from the screen.

182 178 CHAPTER 1 Column Name Position Description To change the order in which fields appear on the screen, in the Position column for a specific field, enter the position number for the field to appear. Fields are set in positions of 10, 20, 30, and so forth. The field in position10 appears just before a field with position20. You can rearrange fields based on this numbering scheme. For example, to specify the Last Name field to follow the First Name field, in the Position column, enter 20 for the Last Name field and 10 for the First Name field. CRM Search Results Grid In the System Setup folder, you can define settings for the CRM Search Results grid. To configure grid settings, expand the Administration folder and double-click Table Definitions. From the Maintain Tables Definitions screen, select Client Search-Result Fields in the Table Name field. After you make your changes, to apply them, click OK. The table definitions you apply appear in the CRM Search Results grid. Column Name Width Display Description To specify the width of a column name, in the Width column for a specific column name, enter a number less than or greater than the current number in the column, so the column name appears smaller or larger in the grid. For example, to make the GroupID column name appear larger, enter You can select to display or not display a column name in the grid. In the Display column for a specific column name, select Yes to display the column or No to remove the column from the grid.

183 CLIENT RELATIONSHIP MANAGEMENT (CRM) 179 Column Name Position Description To change the order in which a column name appears in the grid, in the Position column for a specific column name, enter the position number for which the column name to appear. Column names are set in positions of 10, 20, 30, and so forth. The column name position10 appears just before a column name with position20. You can rearrange column names based on this numbering scheme. For example, to specify the GroupID column to follow the Client Number column, in the Position column, enter 20 for the GroupID column and 10 for the Client Number column. Client Record Tabs In the System Setup folder, you can define settings for the fields that appear on the tabs of the client record. To configure tab fields, expand the Administration folder and double-click Table Definitions. From the Maintain Tables Definitions screen, select CRM Portal-<name of tab> in the Table Name field. For example, to define fields that appear on the Donations tab, select CRM Portal-Donation Tab Fields. After you make your changes, to apply them, click OK. The table definitions you apply appear on all tabs of the client record. Column Name Width Description To specify the width of a column name, in the Width column for a specific column name, enter a number less than or greater than the current number in the column, so the column name appears smaller or larger in the grid. For example, to make the Code column name appear larger, enter 2500.

184 180 CHAPTER 1 Column Name Display Position Description You can select to display or not display a column name in the grid. In the Display column for a specific column name, select Yes to display the column or No to remove the column from the grid. To change the order in which a column name appears in the grid, in the Position column for a specific column name, enter the position number for which the column name to appear. Column names are set in positions of 10, 20, 30, and so forth. The column name position10 appears just before a column name with position20. You can rearrange column names based on this numbering scheme. For example, to specify the Total Value column name to follow the Quantity column name, in the Position column, enter 70 for the Total Value column name and 60 for the Quantity column name. Client Details Screen In the System Setup folder, you can define settings for the fields that appear on the Client Details screen of the client record. To configure tab fields, expand the Administration folder and double-click Table Definitions. From the Maintain Tables Definitions screen, select Clients in the Table Name field. After you make your changes, to apply them, click OK. The table definitions you apply appear on the Client Details screen. Column Name Width Description To specify the width of a field, in the Width column for a specific field, enter a number less than or greater than the current number in the field, so the field appears smaller or larger on the screen. For example, to make the field appear larger, enter 2500.

185 CLIENT RELATIONSHIP MANAGEMENT (CRM) 181 Column Name Display Required Allow Duplication Description You can select to display or not display a field on the screen. In the Display column for a specific field, select Yes to display the field or No to remove the field from the screen. To make a field required, mark Yes in the Required column for that field or mark No to make the field not required. In the Allow Duplication column, you can specify whether or not duplicate information can be entered for specific fields. For example, when you set the field to prevent duplicates, you specify that no other client record can have the same address. To specify duplicate fields, in the Allow Duplicates column for a specific field, select Yes to allow duplicates or No to not allow duplicates. Default Value To enter a default value for a field, in the Default Value column for a specific field, enter a default.

186 182 CHAPTER 1 Actions Tables In the System Setup folder, you can define settings for the fields that appear on the action record. Once you access the Maintain Tables Definitions screen, in the Table Name field, select Action Note Types, Action Permissions on Tickets, Action Purposes, Action Status, Action Tasks, or Action Types. You can also configure the columns that appear in the Actions grid on your home page by selecting Home page-actions in the Table Name field. The following tables provides information about the fields and options displayed on the various Maintain Tables Definitions screens. Column Name Width Display Required Description To specify the width of a field, in the Width column for a specific field, enter a number less than or greater than the current number in the field, so the field appears smaller or larger on the screen. You can select to display or not display a field on the screen. In the Display column for a specific field, select Yes to display the field or No to remove the field from the screen. To make a field required, mark Yes in the Required column for that field or mark No to make the field not required. In the Allow Duplication column, you can specify whether or not duplicate information can be entered for specific fields. Allow Duplication Default Value To enter a default value for a field, in the Default Value column for a specific field, enter a default.

187 CLIENT RELATIONSHIP MANAGEMENT (CRM) 183 States Table Administration includes the States table that you can edit to define the states available when you configure addresses on client records CRM. Edit the States table 1. On the Main Menu screen, on the navigation bar, click Administration. The Administration screen appears. Expand the Administration folder and then the Parameters folder. 2. Double-click States. The Administration- States screen appears.

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