ARMS - Customer Management

CLIENT AREA

Customer Relationship Management
Essential for delivering exceptional customer service

Your data will revolve around your customers - as it should.
Customer Management enables all ARMS programs including Customer Accounts, Point of Sale, Repairs and Layby to revolve around the one customer details file.

The foundation for your marketing activities
Customer Management records all customer contact and provides the base from which proactive direct marketing commences. This information can be optionally recorded on POS at the time of purchase. Customer Management allows you to record events for individual customers—for example a sale, a refund or a repair.

All information is easily accessible from one screen

From one screen you can easily access the customer’s details, alternative address and phone details, sales history, contact history, family details, To Do list, Anniversaries, special notes and even customers' finger and wrist sizes.

The customer’s name always appears at the top of the screen for easy identification. The buttons at the bottom of the screen allow you to easily move forwards to the next or backwards to the previous record, add or delete records, print individual records or search and report on multiple customers.

Customer Details
Title, first, middle and last names are all entered in separate fields, and either the first name or a suitable combination for the salutation (what appears after “Dear” on a letter) chosen from a pick list, thereby alleviating typographical errors. Apart from the normal address and phone details, you can also record:

Social Security Number

Previous Name

Birth Date or Age (if date unknown). Another field also displays the calculated age, in years, months and even days!

Security level

Interests

Method of contact e.g. phone, fax, letter, email

Salesperson. For personalized service, each customer is allocated to a salesperson. Reports can be produced for a particular sales person so they can service their own client base.

Primary Site – nominating which of your multiple stores the customer most often frequents.

Discount % allowed for this customer

Sales quantity, total value and average price for the customer’s current month purchases and since first shopping with you.

Six additional User Definable Fields (UDF) that you can use for recording any information you wish.

And even display a photograph of the customer.

Alternative Address/Phone Details
This tab provides two grids for the entering of alternative addresses and phone numbers. The primary contact details entered on the customer’s details screen will appear in the grids and you can confirm whether these are for Home, Business etc by choosing from the Type pick list. Additional lines can be added to each grid by using the F11 Function Key for the recording of multiple addresses and contact numbers e.g. fax and mobile numbers.

Sales History
The sales history grid displays details of individual sales. You can choose whether to display sales and/or refunds and whether to include sales made by linked family members or not. The grid is dynamic and allows for drill down - by double-clicking a sales line in the grid, the original customer sale transaction will be displayed.

Contact History
This grid displays all contacts made with the customer during a specified period. You can also choose to display notes, To-Do lists and contact history for other linked family members.

ContactHistory.jpg (1)

Family Details
The Family tab allows you to link family members who already have their own customer record or alternatively add a new family member. Once the grid is saved, the system creates an individual customer record for any new family members added to the grid. From this tab, you can view all linked family members and even “go to” another family record by highlighting a line in the grid and then clicking on the Goto button.

To-Do/Contact
A customer may visit your shop, or you may meet socially. The To Do/Contact tab allows you to record (in the bottom section of the screen) details of any action to be taken, e.g. to send the Customer a catalogue, and then any contact with or response from the customer. The saved record appears in the summary grid above.

ToDo.jpg (1)

Anniversaries
The Anniversary Tab allows you to record multiple anniversary dates and types e.g. Wedding Anniversary, birth dates etc. While entering an Anniversary date, you can automatically create a To-Do item on the customer’s To Do List.

Notes
The Notes grid allows you to create multiple notes about a customer. You can also record separate notes to appear at POS. There are a further six User Definable Fields (UDF) to record specific attributes about a customer, e.g. the type of jewelry or gem stones the customer prefers. By recording customers’ likes or “wish list”, you can better serve your customers when those items become available.

Sizes
The unique graphic display for sizes allows you to record finger sizes for rings, wrist sizes for bracelets or bangles, and neck sizes for necklaces, pearl strands, chains and pendants. By recording relevant sizes for family members, shopping for a wife or husband becomes a breeze and helps to minimize returns of stock due to wrong sizes.

Appraisal summaries
This records summary appraisal details, such as the Supergem™ technical and customer descriptions, date received, date valued and the reason for the appraisal. In addition, you can record the revaluation date (the default is 12 months from date of valuation) and the details of any restoration. there is a free-format text field for holding additional information about the item. If the ARMS Valuations (Appraisals) program is being used, an appraisal summary is automatically posted to Customer Management

By exporting customers to excel who have revaluation within a certain time frame, it is possible to quickly generate “Time for a new valuation” letter in your word processing program.

Reports

Creating Customer Lists
This function is used to filter your entire customer database to achieve a very specific list to suit your needs. Once generated, the list can be saved and used for various purposes such as exporting or reporting. Between the two levels of selection provided, Customer and Advanced, a combination of any customer fields can be used to filter the search, including 14 User Definable Fields (UDF).

The Fixed Customer List button allows future changes and additions to the list.

Print Customer Report (7500)
Once you have created a list you may wish to print a report on customers included in the list. This is one of two types of reports. This report prints a summary of the customers details, typically 1 – 5 lines per customer depending on how many fields you have selected to see on the report.

Print Customer Sales Report (7505)
This report is transaction related. It will show details of the selected customers’ spending.