Customer Management

Last Updated: 08/09/2016

Prepeared By: Will Milburn
Release Version: 1605

CONTENTS

Contents ................................................................................................................................................................................... 1

1. Introduction ...................................................................................................................................................................... 3

1.1. Customer Management Home Screen .................................................................................................................... 3

2. Enabling & Configuring Customer Management .............................................................................................................. 4

2.1. Main Configuration – Task Types ............................................................................................................................ 4

2.2. Main Configuration - Task Resolutions ................................................................................................................... 7

2.3. Mandatory Fields ........................................................................................................................................................... 8

2.4. Email footer ................................................................................................................................................................... 9

2.5. Document Templates .................................................................................................................................................. 10

2.6. Marketing Preferences ................................................................................................................................................ 11

3. Adding Prospects ............................................................................................................................................................ 11

3.1. Prospect Form ....................................................................................................................................................... 12

3.2. Duplicate check ..................................................................................................................................................... 12

3.3. Contact option 1 – Create Prospect ...................................................................................................................... 14

3.4. Contact option 2 – Quick Add ............................................................................................................................... 15

3.5. Contact Option 3 – Join Prospect .......................................................................................................................... 15

3.5.1. Membership ..................................................................................................................................................... 16

3.5.2. Bolt-On Services ................................................................................................................................................ 17

3.5.3. Bank Information .............................................................................................................................................. 17

3.5.4. User configurable fields .................................................................................................................................... 18

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 3.5.5. Medical Information ......................................................................................................................................... 19

3.5.6. Create Member ................................................................................................................................................ 19

4. Task & Contact List ......................................................................................................................................................... 21

4.1. Creating a new task ............................................................................................................................................... 21

4.2. Viewing tasks......................................................................................................................................................... 23

4.3. Resolving a Task .................................................................................................................................................... 24

5. My contacts .................................................................................................................................................................... 25

5.1. Edit contact ........................................................................................................................................................... 26

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1. INTRODUCTION

Customer Management is a big project for Legend, it will involve moving Prospecting, Retention and
Membership Management into Back Office. The first step is moving Prospecting, the main change is having a
single view of a customer, everyone is a contact. Tasks can be set up against all contacts, these can range
from a club tour for a prospect of a complaint from a member. Prospecting management is super slick with
configurable journey’s and deduplication checks. Joining is a joy with a rapid 2 step process.

Customer Management is accessed through the Legend Back Office application. To log in to Back Office go to
www.legendbackoffice.co.uk and enter your normal Legend username and password.

1.1. CUSTOMER MANAGEMENT HOME SCREEN

Once you have logged in to Legend Back Office click the icon below (located top right of the screen)

Followed by selecting Tasks

You will then be taken to the Customer Management home screen, shown below:

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2. ENABLING & CONFIGURING CUSTOMER MANAGEMENT

Customer Management is turned on in the database. If you would like Customer Management enabled please
log a ticket with Legend Support, and they will pass it to the relevant team.

Once Customer Management has been enabled, users will require the right security tokens.

2.1. MAIN CONFIGURATION – TASK TYPES

Before you can start managing prospects (contacts) you need to decide the paths you want the prospects to
take, to do this we need to navigate to the configuration page. Click on the below icon.

Then select Configuration

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Select “Tasks” within the applications section and chose “Task Types” as shown below:

You’ll be then present with a standard list of task types, see below.

All the task types can be edited by clicking on actions and selected edit task types. New ones can be created by
selecting – ‘Create Task Type’. If you have a large amount of tasks types you can use the search option. Just
searching for appointments for example.

When creating a new ‘task type’ by selecting ‘Create Task Type’ you must ensure its has a Name, Task and
Category. The task gives you the choice of an appointment, phone call, to-do, etc. The category is what queue
it should it be sat in, is it a prospect, compliant, member services, etc. The categories are created in the
database currently, a request to change them will have to be logged with legend support.

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If you tick the box for “Default” the task type will be the default used for this task and will automatically be
disabled if another task type is selected as default.

Once the task has been created, you will now have the opportunity to add in what resolutions can be selected
when a task type is completed. This means that you can make sure that a new task is set up on the completion
of the existing one. Click “Add New Resolution” to do so.

When adding a resolution you first need to give it a name, followed by the actions required. So with the below
example a club tour appointment will appear as an option once I have completed a follow up call. What I am
also able to do is add in associated child activities related to the main task. In the below example I’m able to
set up an email to be sent out 1 day before the task Club Tour is scheduled to take place.

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The email template can be created for the task at this stage. The email can be in either Plain Text or HTML.
The email tags can be selected as part of the template creation. Click “View available tags” to see what tags
can be used.

2.2. MAIN CONFIGURATION - TASK RESOLUTIONS

To create what resolutions are presented when completing the prospect form you will need to navigate to the
configuration page, Tasks and select task resolutions.

In here you can either create a new one or edit existing ones.

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To create a new resolution, click “Create Prospect Resolution”. You will then need to give the resolution a
name and add the steps to complete. You can see the below that the resolution I have created called Sign Up
Meeting, will create a task for a signup meeting and also email the contact. Once again the email can be
customised by selecting “Edit template”.

Click “Save Resolution” to complete the process.

2.3. MANDATORY FIELDS

Mandatory fields for Prospects, Members and Quick Adds can now be added. Within Configuration select
Customer Management > Mandatory Fields. These can be set at Enterprise, Region or Club.

Just tick the relevant boxes for fields that you would like to be mandatory and click save.

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2.4. EMAIL FOOTER

Email footers can be created for emails. These can be done at a Enterprise, Region or Club level. To create,
edit or delete the email footer navigate to configuration> Customer Management> Email Configuration.

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2.5. DOCUMENT TEMPLATES

When a prospect joins as a member through Customer Management you will now be given the option to
either view the

member or print an agreement contract.

To set up the templates used for the documents you will need to go to Configuration > Customer Management
> Document Template.

You can have a document template created at club, region or enterprise level. These can then be assigned
against specific agreement types, agreement prices or all agreeements. You will then need to click “Select file”

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and chose the document to be used from your computer. Once the file has been selected, you can then click
“Upload”.

2.6. MARKETING PREFERENCES

In this section you can create a marketing preference message which can be seen when the user is creating a
prospect. In this example I have created a message stating “Ask if they like receiving MAIL”. You can also
specify if you would like 3rd party Marketing enabled. Once again this will show when you are creating the
prospect.

These two functions can be set at club, region and enterprise.

3. ADDING PROSPECTS

With Back Office a Prospect can be added from any page. To do this select +New and click on Prospect and fill
in all the required information.

All mandatory fields have a * when adding a prospect. These are configured within Back Office > Configuration
>Customer Management > Mandatory Fields (see section 2.3. Mandatory Fields).

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All the marketing sources, enquiry types, promotions, goals, interests, objections and corporate companies are
set up in the core system within the control panel. To request changes then please speak to your companies
super user.

3.1. PROSPECT FORM

The above prospect form is split into different sections.

 Prospect Details – General details of the prospect such as Name, email and DOB.
 Additional details – Additional details for prospect such as Salesperson, company and job description.
 Marketing – Marketing source, goals and interests can be selected.
 Address – You can search prospects postcode or manually input their address by selecting “Enter
Address Manually”.
 Marketing Preferences – This section you can select prospects marketing preferences. The question
mark next to “Marketing preferences” can show a customisable message such as “Ask if they like
receiving MAIL”. This is customised in the configuration sestion (see 2.6. Marketing Preferences for
more details). If in the configuration you have disabled 3rd party contact, this option with the available
tick boxes will not show.

3.2. DUPLICATE CHECK

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When adding a prospects details into the system if any potential duplicates are identified then the system will
notify a user with a red warning bar. It will present to the user how many potential duplicates there are. The
matches are based on D.O.B, email, postcode, name and mobile number. The user will have to check the
dupliates before moving on from this screen to either set up a task or join the prospect.

Click “View” in the warning shown in the below screen shot to see any possible duplicates. If you ignore this
warning the system will force you to double check for duplicates if you try to create prospect, create quick add
or join prospect.

When viewing the possible duplicates the user has 3 options to choose from before continuing. Any data that
matches will be highlighted in red and the percentage probability of the member being a match is displayed.

If a user selects ‘use this contact’ it will discard the information already entered and use contact that already
exists. If ‘select and update’ is selected this will use the contact that already exists but will merge in any new
data that is available from the prospect just entered, such as a new mobile number or email.

The final option is to ignore all the duplicates, this is done by selecting ‘create as new prospect’.

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Once the prospect form has been completed 3 options will be available Create Prospect, Quick Add and Join
Prospect.

The below sections will show you how to add each of the options.

3.3. CONTACT OPTION 1 – CREATE PROSPECT

By clicking on “Create Prospect” you will then be prompted with your followup actions for the new prospect.

Tasks that are available are all created within the configuration tab in back office, see section 2.1 Main
Configuration – Task Types. Select the relevant task that you would like to follow up with for the prospect. In
the example below, I have chosen follow up call. When I select this task you can see that I can chose the owner
of the task and also the the time and date for when the call will take place.

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Once you have selected the follow up task, click “submit”. This will create the prospect/task and open the task
menu so you can view the new task that has been created. Select the task type and fill

3.4. CONTACT OPTION 2 – QUICK ADD

By clicking “Quick Add” you will be presented with the available quick add agreements. Selected the relevant
agreement that you will put your quick add on by clicking “select” next to the quick add agreement name.

The contact will be created as a quick add and you will be taken to the conact details page where you can edit
their details, send email or create task. The contact will also be available within the Legend core applications
to book into activiites in FOH.

Please note, currently you can not upgrade/ renew using the customer manegment module. Until this is
available you will need to do this in membership management as usual.

3.5. CONTACT OPTION 3 – JOIN PROSPECT

The “Join prospect” button will take you through to the second page to complete the joining process.

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This page is split into separate tabs, each tab will be explained in more detai in the below sections. Once you
have completed each tab you can continue by clicking next to proceed or you can minimise and open tabs by
clicking on the “+” icon.

1) Membership
2) Bolt-on-services
3) Bank information (only applicable if DD agreement selected)
4) User configurable fields
5) Medical information

There is also two sections on the left hand side of the page:

 Member details – Shows what has been inputted on the prospect form, you can click the “Back to
Contact Info” tab to edit this information.
 Pricing – This will update depending on what agreements and bolt-ons have been selected.

3.5.1. MEMBERSHIP

In this section you can input the following:

 Head Member for link (if required) – If you are adding a new member to be linked to another existing
member, you can input the head members membership number.
 Type of linked Membership – This will only show as available once you have entered the head
member’s membership number in the previous option. You will be able to select if you want to set the
member as a linked or add on member.
 Referred by Member – If using member referals, enter member number for who refered.

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  Club – Select members home club, this will default to the club you are currently located to and you will
only be able to select clubs you have access to.
 Agreement type – Select the relevant agreement type
 Agreement Price type - Select the relevant agreement price type
 Start date – When you would like the membership to start.

Once you have selected the relevant agreement and agreement price you will then see the member fee’s split
up in the Pricing section, as shown below:

As with membership management you can tick the box next to the fee to override the amount, this is
dependant on security tokens.

You can also input a promotional code into the promo code box and click apply if you are using promotional
discounts created in Price Management.

You can then proceed to the next section, Bolt-on Services.

3.5.2. BOLT-ON SERVICES

In this section you can select available bolt-on services for the member by ticking the available tick box.

Click next to continue.

3.5.3. BANK INFORMATION

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In this section you will enter the members bank information depding on if the agreement selected is direct
debit or paid in full.

If bank details are required, the title for this section will change to “Bank Information – Bank details required”
and you will also see a orange ! icon highlighting this. You will need to enter members bank details. The screen
shot above is for a UK database using account number and sortcode etc. Irish customers will be able to enter
IBAN and BIC details at this section.

You can proceed creating the member without entering bank details, the membership will be pending until
details have been added.

If a paid in full agreement has been selected in section 1, the bank information section will look as shown
below.

Click next to proceed.

3.5.4. USER CONFIGURABLE FIELDS

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User configurable fields can be created in the core module within the control panel. These can be any
additional information you might want to gather from the member.

In this section you can answer the questions created in user configurable fields.

Click next to continue.

3.5.5. MEDICAL INFORMATION

In this section you can select any medical information that the member may have. Once again these are
created within the control panel. If you are missing any medical information, you will need to speak to you
company super user and they will be able to create them.

3.5.6. CREATE MEMBER

Once you have completed all the sections, you will need to click on “Create member” at the bottom right of
the screen.

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Before you do this you can edit any of the sections by clicking on the “+” for the section you would like to edit.

Once you have selected “Create Member” you will see the below options to view member or print contract.

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4. TASK & CONTACT LIST

On the main tasks page you will be presented with the below screen. There are 3 tiles, 2 or which are in
operation for the pilot, Tasks and My Contacts.

Within tasks there are a number of filters that can be applied to narrow down the list. Security groups will
restrict users from selecting things they shouldn’t, such as another sites tasks list.

4.1. CREATING A NEW TASK

To add a new task you can either click on + Add Task or search for a member in the top bar.

When viewing the search options a user can select actions and choose from the list, view contact, edit contact,
add a note, add a task or send an email.

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When selecting add task the following screen will appear. All the details will be entered in before saving.
However remember that you can remove the owner and leave it unassigned, this allows another user to pick
this up at a later date, perfect if you operate a centralised call centre.

Click save to complete the form and the tast will be created.

As stated above you can also create a task by selecting “+Add Task” from the main task menu.

This will take you to the task form where you need to fill in the information for your task. The only difference
for creating the task this was is you will need to search for the contact in the “Contact” box at the bottom of
the form.

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 4.2. VIEWING TASKS

Once the task has been created it will then appear in the users task list. The user can then select to view the
contact they are looking at, from here they can edit the contact and join them. They can also view the task
and cancel the task.

When viewing the task a user can add notes, change the owner and prospect (if they have the right security
tokens). The contac information is split into different sections which you can view by clicking on the blue tabs.
Details such as name from mobile and email can all be seen at the bottom of the task screen.

You can click on the timeline tab to view the members timeline. This can be filtered to just view campaigns,
emails, notes or tasks by unselecting the tick box next to the item name.

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 4.3. RESOLVING A TASK

To resolve the task the user must navigate to the resolution tab within the task istelf, this will allow you to
select one of the pre-defined follow up tasks.

In the example below, you can see the follow up task, club tour, has been set up to arrange a club tour ask and
also to send confirmation email. You can edit the email template by selecting compose email. If you do not
want to send a confirmation email, you can click the small red X to remove the action from the resolution.

Once the user has updated the task by selecting another task or changing the status to blow out they can
press submit to complete the process.

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You could also have a task resolution such as update status. This could be used to update the contacts status
to hot prospect or even blowout if they have decided not to continue.

5. MY CONTACTS

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My Contacts allows users to look for customers that have been assigned to themselves (owners of the
contact). Again filters can be applied to help search for contacts

By clicking on the actions icon you will be able to view the contact, edit contact, add note, add task and send
email.

5.1. EDIT CONTACT

By clicking edit contact from the actions menu, you will be taken to the contact details page.

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From here you will be able to edit any details for the contact. As the contact been used in the above screen
shot is a prospect, there is 3 options available to select to complete your changes.

 Save changes – This will save changes made and keep contact as a prospect.
 Quick add – Will create the contact as a quick add
 Join prospect – will take you through the process to join prospect as a member. See Contact Option 3 –
Join Prospect.

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