Attracting customers is the primary goal of your business because it is the customer who creates the demand for your services. Businesses often compete through advertisements or lowered prices to attract customers. Happy customers are expected to continue using your services. It is crucial to closely monitor the relationships you have with customers, often asking their feedback to learn whether new products should be created or adjustments made to what is currently offered.
Customer service, the process of ensuring customer satisfaction with your service, is one of the most important aspects of the seller/customer relationship. Loyalty in the form of good reviews, referrals and future business can be lost or won based on good or bad customer service. Customer service has moved in recent years to real-time interactions that utilize automation, chats, social media, text and other means of communication.
Capture customer information and connect regularly to keep your business top of mind. TMS offers a very sophisticated customer profile to track your customer's details. Use customer profile to setup a special price list, assign specific discount, make special requests notes or add urgent Memo to give better customer service. Use CRM notes to track each incident or complains about the customer.
Add details including Birth Date, loyalty program details, to keep an accurate view of your customers and send targeted marketing campaigns to connect with the customers.
Use preferences options to track customer's preferences for better customer service. Options like Starch Type, Shirt Folding option or the type of Detergent being used help your business and shows your customer you care.
Save time and money while giving great customer service by usingTMS automated SMS/email notification system by recording customer's mobile phone and email.
- Customer ID – This is a unique numeric ID created by the system that would be used to look up customers.
Note: TMS can allow you to enter your own customer id if for example you have an old database and would like to keep the same customer id’s; to enable this, go to Management, and enable the Enable Assigning Customer ID option in System Options under Associates & Stores
- First Name – Enter the customer’s first name, this is a mandatory field
- Last Name – Enter customer’s last name, this is a mandatory field
- “This is a Company” Checkbox – Checkmark this option if this profile is going to be used as a company. Multiple customers can be linked to the same company name, which will be used for creating statements.
- “Prompt For Name” Checkbox – Checkmark this option if you don’t want to create customer profiles for temporary customers. E.g. you may setup a profile for hotel guests and enabling this option would prompt you to enter the guest name and room number at the checkin process without creating a customer profile for the hotel guest. See Hotel Guest Section for more info.
- Company – This is a drop down menu, which will prompt you to select the appropriate company, which was created by using the above option. (“This is a Company” Checkbox)
- Birth Day – Enter the customer’s birthday, which we be used for marketing purposes. For details check the eMarketing section of the manual.
- Home Phone – Enter the customer’s primary phone number, which will be used by the system to look up customers. If you have internet connection, you may use the Search option to do reverse lookup using customer’s phone# and find the name, and address. To set up your Search Engine please read System Options under Management.
Please use system uses the default phone format that’s setup in system option.
- Address – Enter the customer’s mailing address
- City – Default city name is taken from store information.
- Postal/Zip Code – Customer’s postal/zip code.
- Note: If you have an internet connection, you may use the Search option to do reverse lookup using postal or zip code to find the city and address. To set up your Search Engine please refer to misc in System Options under Management.
- Complex – Grouping customers by the complex name. E.g. AT&T Office Building Complex, which will be used for delivery
- Office Phone – Enter the customer’s office phone number
- Dept - This a drop down menu that allows you to select pre-defined department that this customer is working for. This is mostly used for company customers and Hotel Staff. For additional information, please see Management Section.
- Cell Phone – Enter the customer’s cell phone number
- Fax – Enter the customer’s fax number
- Email – Enter the customer’s email address, which will be used for eMarketing and the customer order notification process. Please read eMarketing and Web sections for more details.
- Driver License – Enter the customer’s driver license number
- Urgent Memo – A notification message will pop up whenever the customer profile is accessed
Depending on the associate’s job class, they may be allowed to edit the following fields. For additional information on to enable/disable this option see Management -> Job-Class options.
- Schedule – The customer default price schedule, which is defined in the schedule table. By Default system uses stores’ default price list which is mostly Retail Price List. For additional information on how to setup different price list, please see Schedules under Management.
- Credit Limit – The customer’s credit limit is basically used for charge customers. If the customer’s balance exceeds the credit limit, only associates with overwrite credit limit options may process the transaction. For additional information, please see “Job Classes” under Management.
- Credit – This is the credit assigned to the customer by means of prepaid or credit notes that were issued to the customer for any reason, i.e. claims, royalty systems
- Payment – Default customer payment method. The system uses this default when the customer is making a payment. E.g. if customer is paying by credit card and wishes to use his credit card for the charges, simply swipe the card and the system would store the information, which would be used for future transactions. If it is a charge customer, simply select the charge option from the dropdown menu. For COD customers, use the default, which is Cash.
- Credit Card – Customer’s Credit Card number that will be used for automated payment processing
- Holder – The cardholder’s name, that could be different from customer’s name
- Exp. Date – The credit card expiry date
- Address/Zip Code – Card Holder’s billing address to save you transaction fee for keyed in transaction and batch processing since the card is not swiped.
- Discount % - Use this field to give special discounts to certain customers. The system uses this discount option for any transaction. You may enter expiry date for this discount and give different discount for different service.
- Commission% - Use this field to define commission percentages to be assigned to customers. E.g. if a hotel gives 40% commission for each guest transaction, simply enter 40% and the system would create the invoice with the regular price and the 40% commission would be deducted on the statement.
- Tax Exempt – Checkmark this option if the customer is tax exempted.
- Exempt # - Some states or provinces require tax exemption numbers for any taxes that are exempted.
- COF, Monthly – Credit On File, this is mostly used for delivery/charge customers that wish to pay by credit card at the end of the day/month for unpaid invoices. If COF option is set and Monthly option is not set, the system charges the credit card on file automatically through End Of Day Batch Processing Function. If COF and Monthly options are both set, the system will charge the credit card on file during batch processing when creating statements. For additional information please read Payment Processing section.
The following fields will be activated if the selected price schedule has the delivery feature option. For additional information on how to setup routes and delivery please read Delivery Section of the Manual.
- Delivery – Select this option if this is a delivery customer
- Run Name – Select the appropriate run name from the dropdown menu. For information on setting up the Run ID, see the Delivery Manual.
- Call Customer – Select this option only if this is not a regular delivery customer. That’s delivery is only scheduled when customer calls in. After the delivery manifest is created, the system would deselect this option.
- Regular Customer – Select this option if this is a regular delivery customer.
- Stop – Enter Stop# that will be used for this customer, You may enter stop# 1, and go to delivery/stop section to assign proper stop#. See the Delivery section under Management for additional information.
- Address – Customer’s ship to address, if it is different from the mailing address.
- More – Click on more option to add additional information that will be printed on the manifest.
Pickup Location – Enter the pickup location. E.g. front door, back door, garage
Pickup Instruction – Enter specific instructions to enter the premises e.g. security codes
Not at Home Instruction – Enter specific instruction for the driver if the customer is not at home. E.g. “leave the package by the neighbor”
Note – Enter any special notes to the driver.
For more information see “delivery instructions”. If customer would like to hold the delivery, check mark Hold Delivery and date. Invoices for Hold Delivery customer will not show on manifest.
- Crease – Select this option if the customer requires a crease on the garment.
- Fold – Select this option if the customer requires shirts to be folded or boxed.
- Starch – Select this option to enable starch preferences.
- Starch Preferences – Customer’s starch preferences, which will be printed on the invoice.
- Others – Select the appropriate memo from the dropdown menu or make your own memo. This option will be printed on the invoice. E.g. “Call me when the order is ready” For additional information, see Special Requests under Management.
- Key Tag – This is a unique bar coded key tag, which is assigned to the customer. The key tags are used for quick identification purposes, which are attached to the customer’s laundry bag or key chain. For additional information or customized orders, please contact your sales rep. To assign a key tag to a customer, simply scan the barcode.
- "Inactive Customer" Checkbox – To make a customer inactive, simply select this option. Please note if there are outstanding invoices for this customer, you can’t make customer inactive. To activate inactive customer see Customer Lookup Section.
Select Marketing tab to view/update marketing section of the customer profile. If your system is configured for Rewards Point system, customer current classification and the total collected points can be viewed. If customer does not wish to receive points simply disable this option.
Email Properties – Select this option if you like to use TMS to send email/SMS for eMarketing, Ready Orders, or allow them access their account online using your website. For additional information see eMail Configuration under Management or Contact your Sales rep for additional information for connecting your website to your TMS database.
This screen is a snapshot of the customer’s transaction history. It breaks down the transactions by service and amount of money spent per service per month for the selected period. You may change the date range to view older transactions and history.
You may use this to review the customer’s transaction history for any claims. This screen may be activated by pressing the “history” tab from the customer profile.
Use this screen to make any notes on the customer. The customer notes is a useful tool to make notes on any customer’s complaints, special requests etc.
- Associate – Click on this option to stamp the associate name as to who is creating the notes.
- Time Stamp – Click on this option to stamp the date and time of the notes.
- Print – Click on this option to print the notes.
Sales Rep. – Select or create the appropriate sales person if you would like to keep track of the sales representatives that relate to this customer. The system uses sales reps to create certain sales or management reports. At the checkin process, you may also assign a sales rep to a transaction. Please see the Checkin section for details. See Management on how to set up a sales person and commission.
Hotel Guest/Wholesale Invoicing
TMS has a build in Hotel Guest and wholesale invoicing feature, designed for ease of use and to save you time. This process makes invoicing much easier as you are not required to create a customer profile for temporary hotel guests or wholesale accounts.
Note: It is recommended that these customers be on a different price list. To add a new price list, please see Schedules under management.
- Add a new customer and use the appropriate price list.
- Enable the Prompt for name option in customer profile
- Add the commission if there is any to be paid to the Hotel.
- During the Check-In process, you will be prompted to enter Hotel Guest’s name, room number, employee number, order number, and other information. Simply enter the data and press OK when done.
Note: Only the name and room number fields are compulsory and then rest may be completed optionally if needed. Should you need to make any changes to the data after selecting OK, simply click on the information on the invoice screen and the same screen will pop-up and you will be able to make changes.
- Process the items for this guest as per normal
- Once done with current guest, press the New button to make an additional invoice for the same hotel but a different guest.