Understanding Customers Activity Details

Updated on December 14, 2018

Knowing your customers makes the sales process efficient and profitable. The tabs dedicated to each customers in Troly gather essential details that you can review and edit. It also facilitates order management and customers interactions. Troly maximise your customers knowledge by:

  • gathering the customers details, preferences and follow-ups in one place.
  • using its attributes from your customers profiles to create your club runs and special events.
  • allowing to maintain a strong bond between the winery, the products and the customers.

Using Troly to manage your customers information

Once a customer is created in the system with their full name and email address, they are automatically assigned to a profile separated in four different tabs to manage their personal details.

The customer’s profile summary is displayed on the left hand side of each customer screen for easy review and updates.

If a date of birth is entered, a notification is added on the main Dashboard when the customer’s birthday is coming up. If their mobile number is available, you can also send them a personalised birthday message.

Activity

Dashboard

The Activity tab summarises the information entered in the Membership tab. It gives an overview of the member’s Club: sign-up date, reward points (if any), total of units ever purchased and units purchased within the last twelve months, number of visits and date of last visit, and number of communications opened on the total of emails received.

The pie chart gives a visual summary of the categories of products purchased by the customer within the last twelve months. Those categories are based on the product categories set on the Product Information page.

Feed Interaction Icons

New entry

On the top of the Feed section, four icons allow to document your interactions with the customer. These notes are recorded in the Activity feed and can be filtered using the Activity Description▼ drop down.

It saves you from navigating between screens to review your customers history and possibly overlook important details as it is recorded in one place.

Note that none of the below entries are visible to your customers. They won’t see if you added internal notes about a phone call, an email, a visit or a task reminder.

Phone

Stand to summarise the last phone discussion with your customers. You have an accurate record of what was agreed and of required follow-ups. It is handy when multiple staff members handle clubs and requests.

Note that the phone and mobile numbers are located on the left page of your customers profile pages. You can update or add new numbers at any time.

To search a phone conversation in the Activity feed, select Phone Calls in the Activity Description drop down.

Emails

Keep track on the online communications (e.g. website live chat or emails) and saves you to go back to browse your inbox or chat history for details. Select Emails Sent or Received in the Activity Description drop down to filter the list.

All emails automatically sent by Troly (set in from the Communication page or sent with the Bulk Actions) are listed in the Feed section. If you manually add an email note, it will show here as well using the same icon.

When an email has failed to be sent, the email activity still keeps a record of it, but an “Unsent” error message and an option to resend the email will appear. Click Resend to send this email again to a specific customer. 

You can also send SMS to your customers when emails bounce.

Emails Are Case-Sensitive

Emails are case-sensitive in Troly, which means that Troly perceives the “same” email address with lower case and upper case as two distinct addresses.

Some companies allocate email addresses using case-specific rules, meaning [email protected] is not the same as [email protected]. The reason for this varies from company to company.

In our experience, forcing the downcasing of emails causes issues with external EDM providers and emails being bounced.

If you find duplicate customers with capitalisation issues, you need to get in touch with us to merge records together.

Visits

Record the face to face interactions when your customers come to the cellar door or attend one of your special events. It allows you to keep a record of their last visit and build a stronger bond with them.

The visits recorded and the date of the last visit are displayed on the Activity page and the top right corner in the POS.

To search a visit in the Activity feed, select Visits in the Activity Description drop down.

Tasks

The Tasks icon allows you to set a reminder for any type of topic you need to follow-up on (e.g. call back a customer, process a payment on a specific date, follow-up on the membership commitment when members are back from holidays, let your member know when the new release will be available, etc.).

The task is not only recorded in the activity feed, but also appears on the main Dashboard in the Personal tasks tile to ensure that you don’t overlook important follow-ups.

To search a task in the Activity feed, select Tasks in the Activity Description drop down.

Feed

In addition to the phone calls, emails, visits and tasks, the feed records any entry relative to sign-ups, purchases, shipments, payments, invoices, account details/membership changes, chargebacks, order content updates (product and quantity) and delayed orders for each customer.

The feed can be filtered using the Activity Description▼ drop down to narrow your search.

Things to know

Deleting customers

Customers cannot be deleted due to the financial transactions associated to their account. If they require a past invoice at any stage, you need to be able to track it down and provide it upon request.

That said, Troly allows for the suspension of all communications within the platform. This is currently achieved through deselecting of the ‘Subscribed to Newsletter’ checkbox on the Account Details page of the customer’s profile.

You are also welcome to remove all contact information from a customer if you are concerned that getting in touch with them may cause issues.

If you’ve created more than on account for the same customer, get in touch with us so we can merge the customer profiles.

Members update their own details

When sending emails via Troly, add the placeholder  *|profile_link|* to ensure your customers review and update their account details before placing an order.

Alternatively, your members can update their own account by visiting https://app.troly.io/profile and login using the their email and password.

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