Creating and Managing Customer Records

Each Customer who makes a purchase, or signs up to a newsletter, will normally have a Customer Record in your Spektrix system.

A Customer Record can be created in several ways. For example, a new Customer Record is automatically created when a Customer subscribes to a newsletter or opts in to a mailing list from your organisation.

You can also create Customer Records using data held outside of Spektrix, such as an email database or CRM system. It’s possible to import this information, which will create Customer Records in the process.

You can also create a Customer Record in the Sales Interface, either before or during a sale.

This article explains how to create a Customer Record and how to update and manage existing Customer Records in your Spektrix system.

Before reading this article, make sure you’re familiar with:

• Introduction to the Customer Record
• Attributes
• Normal Tags and AutoTags
• Customers and Relationships in Spektrix
• Tracking and Claiming Gift Aid

What information is needed to create a Customer Record

To create a new Customer Record, you’ll need to enter the following information:

• Last Name
• First Name
• Address
• Name (Organisation Records only)

Email Addresses

An email address isn’t required to create an Individual Customer Record. Any email address entered must be unique - you can’t use the same email address on more than one Customer Record in your system.

It isn't possible to add an Email Address to an Organisation Customer Record. This is because Organisations can’t make purchases through Spektrix. Orders placed on behalf of an Organisation must be purchased as a Facilitated Booking by an individual who has a Relationship with the Organisation.

TIP: When creating a Customer Record, you may see extra fields known as Attributes. You can use Attributes to store additional Customer information, for example - an alternate email address, dietary requirements or student I.D.

How to create a Customer Record

Before creating a new Customer Record, you’ll need to search existing Customer Records, as one may already exist. Follow these steps:

1. In the Sales Interface, click Customers:

    

   

2. Select Individuals (the default option) or Organisations
   • Individuals: Type the Customer’s surname followed by a comma and their initial or first name and click Search. You can also search by Customer Id, Postcode/Zip code/Postal Code or Email:

      

     

   • Organisations: Type the name of the Organisation and click Search. You can also search by Customer Id or Postcode/Zipcode/Postal Code:

      

     

If no matching Customer Record is returned in the search results, you can create a Customer Record. If a matching Customer Record is returned, check it isn’t a duplicate before creating a new record.

To create an Individual or Organisation Customer Record, click the box below for your region.

UK and Northern Ireland

• If you’ve searched for a Customer and no matching Customer Record is returned, you can create a new Customer Record.
  
  To create an Individual Customer Record, follow these steps:
  1. Click Add new Individual:

      

     

  2. Details tab: Last name and First name (mandatory) will be pre-filled with the information you enter when searching for the Customer Record.
  3. Add any other information such as Email, Phone Number and Date of Birth.
  4. Click Next to move to the Address tab:

      

     

  5. Enter the Customer’s Postcode and click Find Address:

      

     

  6. Select an Address from the list. If the address isn’t listed, click Enter a different address, and manually enter the details:

      

     

  7. You’ll be taken back to the Address tab, where you’ll see details of the selected address. Click Next to go to the Contact Preferences tab:

      

     

  8. Contact Preferences determine whether a Customer wants to receive marketing information from your organisation. Contact Preferences can be changed at any time either through the Sales Interface, or by the Customer online.

     
     Choose from:

     • Yes: Choose this option if the Customer has agreed to receive information
     • No: Choose this option if the Customer doesn’t want to receive any information
     • Not Asked: Choose this option if you haven’t asked the Customer
  9. Select the Customer’s answer from the dropdown. Click Next to move to the Tags tab:

      

     

  10. Tags: If you want to add Tags to the Customer Record, select the checkbox next to the Tag:

       

      

  11. Once you’ve finished adding Tags, click the green Save button:

       

      

  12. Alternatively if you want to save the Customer Record to perform a Sale, click the blue Save button. This will add the Customer to the basket/cart:

       

      

  TIP: You can add Tags to a Customer Record during its creation. You’ll only be able to add Normal Tags. If you see (Autotag), these will only apply to a Customer Record when the Customer meets the criteria for that Autotag.
  
  Read Normal Tags and Auto Tags for further information.

• If you’ve searched for a Customer and no matching Customer Record is returned, you can create a new Customer Record.
  
  To create an Organisation Customer Record, follow these steps:
  1. Click Add new Organisation:

      

     

  2. Details tab: Name (mandatory): The organisation name will be pre-filled with the information you enter when searching for the Customer Record.
  3. Add any other information such as Phone Number and click Next to move to the Address tab:

      

     

  4. Enter the Customer’s Postcode and click Find Address:

      

     

     Select an Address from the list. If the address isn’t listed, click Enter a different address, and manually enter the details:

      

     

  5. You’ll be taken back to the Address tab, where you’ll see details of the selected address. Click Next to go to the Contact Preferences tab:

      

     

  6. Contact Preferences determine whether a Customer wants to receive marketing information from your organisation. Contact Preferences can be changed at any time either through the Sales Interface, or by the Customer, online.

     
     Choose from:

     • Yes: Choose this option if the Customer has agreed to receive information
     • No: Choose this option if the Customer doesn’t want to receive any information
     • Not Asked: Choose this option if you haven’t asked the Customer

       
       
       

  7. Select the Customer’s answer from the dropdown. Click Next to move to the Tags tab:

      

     

  8. Tags: If you want to add Tags to the Customer Record, select the checkbox next to the Tag.
  9. Once you’ve finished adding Tags, click the green Save button:

      

     

  Your Customer Record will now be created.

  TIP: You can add Tags to a Customer Record during its creation. You’ll only be able to add Normal Tags. If you see (Autotag), these will only apply to a Customer Record when the Customer meets the criteria for that Autotag.
  
  Read Normal Tags and Auto Tags for further information.

Republic of Ireland

• If you’ve searched for a Customer and no matching Customer Record is returned, you can create a new Customer Record.
  
  To create an Individual Customer Record, follow these steps:
  1. Click Add new Individual:

      

     

  2. Details tab: Last name and First name (mandatory) will be pre-filled with the information you enter when searching for the Customer Record.
  3. Add any other information such as Email, Phone Number, Date of Birth.
  4. Click Next to move to the Address tab:

      

     

  5. Address: Enter the Customer’s full Address including Postcode/Eircode. Click Next to move to the Contact Preferences tab:

      

     

  6. Contact Preferences determine whether a Customer wants to receive marketing information from your organisation. Contact Preferences can be changed at any time either through the Sales Interface, or by the Customer online.

     
     Choose from:

     • Yes: Choose this option if the Customer has agreed to receive information
     • No: Choose this option if the Customer doesn’t want to receive any information
     • Not Asked: Choose this option if you haven’t asked the Customer
  7. Select the Customer’s answer from the dropdown. Click Next to move to the Tags tab:

      

     

  8. Tags: If you want to add Tags to the Customer Record, select the checkbox next to the Tag:

      

     

  9. Once you’ve finished adding Tags, click the green Save button:

      

     

  10. Alternatively if you want to save the Customer Record to perform a Sale, click the blue Save button. This will add the Customer to the basket/cart:

       

      

  TIP: You can add Tags to a Customer Record during its creation. You’ll only be able to add Normal Tags. If you see (Autotag), these will only apply to a Customer Record when the Customer meets the criteria for that Autotag.
  
  Read Normal Tags and Auto Tags for further information.

• If you’ve searched for a Customer and no matching Customer Record is returned, you can create a new Customer Record.
  
  To create an Organisation Customer Record, follow these steps:
  1. Click Add new Organisation:

      

     

  2. Details tab: Name (mandatory): The organisation name will be pre-filled with the information you enter when searching for the Customer Record.
  3. Add any other information such as Phone Number and click Next to move to the Address tab:

      

     

  4. Address: Enter the Customer’s full Address including Postcode/Eircode. Click Next to move to the Contact Preferences tab:

      

     

  5. Contact Preferences determine whether a Customer wants to receive marketing information from your organisation. Contact Preferences can be changed at any time either through the Sales Interface, or by the Customer online.

     
     Choose from:

     • Yes: Choose this option if the Customer has agreed to receive information
     • No: Choose this option if the Customer doesn’t want to receive any information
     • Not Asked: Choose this option if you haven’t asked the Customer
  6. Select the Customer’s answer from the dropdown. Click Next to move to the Tags tab:

      

     

  7. Tags: If you want to add Tags to the Customer Record, select the checkbox next to the Tag.
  8. Once you’ve finished adding Tags, click the green Save button:

      

     

  Your Customer Record will now be created.

  TIP: You can add Tags to a Customer Record during its creation. You’ll only be able to add Normal Tags. If you see (Autotag), these will only apply to a Customer Record when the Customer meets the criteria for that Autotag.
  
  Read Normal Tags and Auto Tags for further information.

US and Canada

• If you’ve searched for a Customer and no matching Customer Record is returned, you can create a new Customer Record.
  
  To create an Individual Customer Record, follow these steps:
  1. Click Add new Individual:

      

     

  2. Details tab: Last name and First name (mandatory) will be pre-filled with the information you enter when searching for the Customer Record.
  3. Add any other information such as Email, Phone Number, Date of Birth.
  4. Click Next to move to the Address tab:

      

     

  5. Choose United States or Canada from the dropdown list.
  6. Enter the Customer’s full address including Zip code/Postal Code. Click Next to move to the Contact Preferences tab:

      

     

  7. Contact Preferences determine whether a Customer wants to receive marketing information from your organisation. Contact Preferences can be changed at any time either through the Sales Interface, or by the Customer online.

     
     Choose from:

     • Yes: Choose this option if the Customer has agreed to receive information
     • No: Choose this option if the Customer doesn’t want to receive any information
     • Not Asked: Choose this option if you haven’t asked the Customer
  8. Select the Customer’s answer from the dropdown. Click Next to move to the Tags tab:

      

     

  9. Tags: If you want to add Tags to the Customer Record, select the checkbox next to the Tag.
  10. Once you’ve finished adding Tags, click the green Save button:

       

      

  11. Alternatively if you want to save the Customer Record to perform a Sale, click the blue Save button. This will add the Customer to the basket/cart:

       

      

  TIP: You can add Tags to a Customer Record during its creation. You’ll only be able to add Normal Tags. If you see (Autotag), these will only apply to a Customer Record when the Customer meets the criteria for that Autotag.
  
  Read Normal Tags and Auto Tags for further information.

• If you’ve searched for a Customer and no matching Customer Record is returned, you can create a new Customer Record.
  
  To create an Organization Customer Record, follow these steps:
  1. Click Add new Organization:

      

     

  2. Details tab: Name (mandatory): The organization name will be pre-filled with the information you enter when searching for the Customer Record.
  3. Add any other information such as Phone Number and click Next to move to the Address tab:

      

     

  4. Choose United States or Canada from the dropdown list
  5. Enter the Customer’s full address including Zip code/Postal Code. Click Next to move to the Contact Preferences tab:

      

     

  6. Contact Preferences determine whether a Customer wants to receive marketing information from your organisation. Contact Preferences can be changed at any time either through the Sales Interface, or by the Customer online.

     
     Choose from:

     • Yes: Choose this option if the Customer has agreed to receive information
     • No: Choose this option if the Customer doesn’t want to receive any information
     • Not Asked: Choose this option if you haven’t asked the Customer

        

  7. Select the Customer’s answer from the dropdown. Click Next to move to the Tags tab:

      

     

  8. Tags: If you want to add Tags to the Customer Record, select the checkbox next to the Tag.
  9. Once you’ve finished adding Tags, click the green Save button:

      

     

  Your Customer Record will now be created.

  TIP: You can add Tags to a Customer Record during its creation. You’ll only be able to add Normal Tags. If you see (Autotag), these will only apply to a Customer Record when the Customer meets the criteria for that Autotag.
  
  Read Normal Tags and Auto Tags for further information.

Updating Customer Records

When speaking to Customers, it’s a good idea to ask if any of their details have changed. Keeping Customer Records up to date ensures that you can communicate with Customers effectively.

To update a Customer Record, follow these steps:

1. In the Sales Interface, click Customers:

    

   

2. Select Individuals (the default option) or Organisations
   • Individuals: Type the Customer’s surname followed by a comma and their initial or first name and click Search. You can also search by Customer Id, Postcode/Zip code/Postal Code or Email:

      

     

   • Organisations: Type the name of the Organisation and click Search. You can also search by Customer Id or Postcode/Zipcode/Postal Code:

      

     

3. Click on the Customer record you want to update.

You can update the following details:

Details

1. In the Details tab, hover your mouse over the section you want to to update and click the pencil icon:

    

   

2. Enter any updated information and click Save:

    

   

TIP: When updating a Customer Record, you may see extra fields known as Attributes. You can use Attributes to store additional Customer information, for example an emergency contact number, medical information or dietary requirements.

Read Attributes for further information.

Addresses

You can add additional Addresses, such as a Delivery Address, if different to the Billing Address.

To add an additional address, click the box below for your region.

• To add an additional address, follow these steps:

  1. Click Add Address:

      

     

  2. Enter the Customer’s Postcode and click Find Address.

      

  3. Select an address from the list. If the address isn’t listed, click Enter a different address, and manually enter the address:

     

  4. Click Save:

      

     

  5. You’ll see the new address within the Addresses section. You can choose which is the Default Billing and Default Delivery Address:

      

     

  If you want to add an address outside of the UK, choose the Country from the drop down list, type the address manually and click Save.

• To add an additional address, follow these steps:

  1. Click Add Address:

      

     

  2. Choose a Country from the dropdown list (if different from Ireland).
  3. Enter the Customer’s full address including Postcode/Eircode and click Save:

      

     

  4. You’ll see the new address within the Addresses section. You can choose which is the Default Billing and Default Delivery Address:

      

     

  If you want to add a UK address to a Customer’s Record, click on the Country dropdown and select United Kingdom.

  Then follow these steps:

  1. Enter the Customer’s Postcode and click Find Address
  2. Select an address from the list
  3. Click Save

• To add an additional address, follow these steps:

  1. Click Add Address:

      

     

  2. Choose United States or Canada from the dropdown list
  3. Enter the Customer’s full address including Zip code/Postal Code and click Save:

      

     

  4. You’ll see the new address within the Addresses section. You can choose which is the Default Billing and Default Delivery Address:

      

     

  If you want to add a UK address to a Customer’s Record, click on the Country dropdown and select United Kingdom.

  Then follow these steps:

  1. Enter the Customer’s Postcode and click Find Address
  2. Select an address from the list
  3. Click Save

  If you want to add an address outside of the US and Canada, choose the country from the dropdown list. Enter the address details manually.

Amending an existing Address

You may need to amend an address already set in a Customer Record. For example adding addition information such as flat number or building name. To amend an existing address, follow these steps:

1. Click the pencil icon next to the Address:

    

   

2. Make any changes to the Address and click Save:

    

   

Contact Preferences

You can make changes to a Customer’s Contact Preferences at any time with the Customer’s consent. 

There are three responses for Contact Preferences:

• Yes: The Customer has seen and accepted the Contact Preference
• No: The Customer has seen and declined the Contact Preference
• Not Asked: The Customer has not been prompted or asked for the Contact Preference

To edit Contact Preferences in a Customer Record, follow these steps:

1. Scroll down to the Contact Preferences section and click the blue pencil icon:

    

   

2. Change the Contact Preference by choosing the appropriate option from the dropdown and click Save:

    

   

Tags

You’ll only be able to add or remove Normal Tags to or from a Customer Record. If you see (Autotag), these will only be applied to a Customer Record when the Customer meets the criteria for the Autotag.

An Autotag will be removed from a Customer’s Record when the Customer no longer meets the criteria for the Autotag.

Read Normal Tags and AutoTags for further information.

To add or remove a Normal Tag, follow these steps:

• In the Details tab of the Customer Record, click Edit Tags:

   

  

• You’ll see a Select Tags screen. Add or remove any Tags and click Ok:

   

  

Relationships

A Relationship is a way of identifying when two or more Customers are connected. A Relationship could apply to members of the same family, a friendship, or employees within an organisation.

Read Customers and Relationships in Spektrix for more information. To add a new Relationship, follow these steps:

1. Click Add Relationship:

    

   

2. You’ll see a Find Customer screen. You can search for a Customer using surname, initial or first name. You can also search by Customer Id, Postcode/Zip code/Postal Code. Click Search:

    

   

3. Select the Customer Record to add the Relationship to. If a Customer Record doesn't exist, you can create one by clicking Add Individual:

    

   

4. Choose the relationship type from the dropdown menu:

    

   

5. Enter a From date and To date (if the Relationship has ended).
6. Choose the Importance, this determines the order in which relationships are displayed in the customer record. 5 is the highest, 1 is the lowest.
7. Click Create Relationship:

    

   

If the Relationship type you want to add doesn’t appear in the dropdown list, you can create new ones.

Read Customers and Relationships in Spektrix for further information.

To edit an existing relationship, follow these steps:

1. In the Customer Record scroll down to Relationships.
2. Click the blue pencil icon on the Relationship you want to edit:

    

   

3. You can change the Relationship type from the dropdown, Importance, Start Date and End Date:

    

   

WARNING: You can delete a Relationship where there have been no transactions made on behalf another Customer in the Relationship

If transactions exist between two or more Customers in the Relationship, you won’t be able to delete the Relationship. If you need to remove a Relationship where transactions exist, enter an End Date and click Save.

Previous Relationships will be displayed in the audit section of the Customer Record.

Gift Aid (UK only)

The Customer Record stores a list of current and previous Gift Aid declarations for a Customer:

You can also find Gift Aid Declarations in the Mailings and Wallet sections of a Customer Record.

Each declaration has a value in the Claimable field. Declarations with Yes in this field are eligible for Gift Aid. If you have uploaded any supporting documents, such as declaration forms, you’ll see an icon in the Attachment column.

Read Tracking and Claiming Gift Aid for further information.

How to make a Gift Aid Declaration

You can make a new Gift Aid Declaration in the Customer Record, without having to take a Donation.

Once you’ve accessed the Customer Record, follow these steps:

1. Click Make declaration:

    

   

2. You’ll see a Gift Aid Declaration screen:

    

   

Choose from one of the following:

• From today onwards and since X: Customers can backdate their Gift Aid declarations, as well as agreeing for Gift Aid to be claimed for any donations they make in the future. You can backdate Gift Aid declarations for gifts made during the previous four years.
• From today onwards: Customers can choose this option to agree to Gift Aid for all future Donations.
• Today: Customers can choose this option for all donations made that day as eligible for Gift Aid.
• Click Next to move to the Details tab.

Verbal Gift Aid Declaration Type

If you choose a Verbal Declaration Type, you’ll see the following:

Choose one of the following:

• Send details of this declaration to the customer as an email
• Generate details of this declaration to post to the customer
• Provide details manually about this declaration: Enter details of the declaration in the space provided after you choose this option
• Upload a document supporting this declaration: You can upload a document - this could be a letter or a screenshot of an email

Click Ok to save the Declaration

Paper Gift Aid Declaration Type

If you choose a Paper Declaration Type, you’ll see the following:

Choose one of the following:

• Provide details manually about this declaration: Select this option and enter relevant information in the box that appears
• Upload a document supporting this declaration: Select this option to upload any supporting documents, such as a confirmation letter

How to cancel a Gift Aid Declaration

You can cancel a Customer’s Gift Aid Declaration by following these steps:

1. Go to the Gift Aid section in a Customer’s Record and click Cancel Declaration:

    

   

2. You’ll see a Gift Aid Declaration screen:

    

   

Select one of the following options:

• Stop treating Gifts as Gift Aid Donations from today onwards
• Stop treating gifts as Gift Aid Donations from today onwards and since [date]

Click Save Declaration.

TIP: You can only cancel a Gift Aid Declaration and backdate a cancellation to a maximum of four years from the current date.

Managing Customer Records

It’s advisable to review your Customer Records on a regular basis.

This could include:

• Identifying and managing potential duplicate Customer Records
• Building and running a Customer list to identify Customers with missing email addresses
• Adding Tags to a Customer Record
• Adding Customers to a Customer Group to easily highlight Customers who meet certain criteria
• Making Customer Records inactive - for example a Customer hasn’t made a purchase in two years

You now have the information needed to create, update and manage Customer Records.