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      B - CRM functions of Fastmag
      • 16 Mar 2023
      • 19 Minutes to read
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      Contents

      B - CRM functions of Fastmag

      • Updated on 16 Mar 2023
      • 19 Minutes to read
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      Article Summary

      Manual creation of a customer record:

      Create a customer master record in the Fastmag software to fill in customer information.

      Procedure:

      From the sales interface, click on "Customers" => "New customer"

      Note:
      You can make fields mandatory from the "Folder configuration" => "List of mandatory fields in the customer file". The fields in the customers table must be separated by a comma (Ex: name, first name)

      Paper form:

      It is possible to print a paper form so that the customer fills it out by hand. The cash register operator will then have to re-enter this information in the Fastmag software.

      Procedure:
      Enter a customer file => Click on "Print form" at the bottom of the page.

      Web form:

      It is possible to send by email a link from a website containing a form for the customer to register. This form automatically enriches the Fastmag database.

      Procedure:
      Please contact Fastmag in contact@fastmag.fr for a development request

      Clipad:

      The customer can, via a touch pad or a PC, fill in his contact details. This information is automatically integrated into the customer's record associated with the sale made. This makes it possible to release the cash register and obtain correct information without input errors.

      Procedure:

      1. Configuration of the clipad from the http://zai1.fastmag.fr/mobile/clipad2/ address (Caution, replace zai1.fastmag.fr with the server address of the client)
      2. Enter the name of your sign, store, and name the name of your terminal (e.g. ipad_caisse or ipad_principale)
      3. Create a new customer record or recall an existing one in your Fastmag software. At the bottom right, click on the "Clipad" button.
      4. On the clipad interface, the user can then fill in his details and validate. The information will then be automatically synchronized in the Fastmag customer record and associated with the sale

      In-store survey:

      It is possible to set up in-store surveys. Survey questions are personalized by the manager/executive. The survey is conducted by the cash register operator after validation of the sale so as not to disrupt the act of purchase. The results of the surveys are visible in graphical form but also exportable in Excel the analysis of cross-data.

      Procedure:

      1. In the left menu, click on "management"
      2. In the category "Commercial activity" click on "In-Store Survey"
      3. Click on "List of questions" to define the questions to ask during the survey
      4. Click on "Add a question"
      5. Fill in the fields. You can create as many questions as you want.
        1. Question {for example: Typology}
        2. Text of the question {for example: What is the gender of your client?}
        3. Possible answers {for example: Man, Woman}
      6. Once the fields are completed, click on "Save"
      7. Click on "Back to menu"
      8. Click on "Create a survey"
      9. Click on add a survey
      10. Give your survey a title in the "Survey" field
        1. Add your questions in the order you want
        2. You can conduct several surveys. These surveys may differ depending on the questions asked and the order of the questions.
      11. Click "Save"
      12. Click on "Back to Menu"
      13. Click on "Launch in-store surveys" to choose the stores in which the surveys will be installed.
        1. Choose the type of survey to install based on the chosen store
        2. If you want to remove the survey from a store, click on a blank field
      14. Click "Save"
      15. Click on "Back to management menu"
      16. Click on the "Sale" tab
        1. Make a sale. Your survey appears automatically after the sale is validated. Choose the answers to the questions asked.
        2. Tip: You can skip this survey.
        3. Click on "Save the answers to this survey" to validate it and return to the "Sale" page
      17. Survey Results
        1. In the left menu click on "Management"
        2. In the category "Commercial activity" click on "In-Store Survey"
        3. Click on "Survey Results"
        4. Choose the start date and end date to view your survey results based on the chosen time period.
        5. You can view the results of your surveys on a chosen store or on all of your stores
        6. Click on "View survey results"
        7. Tip: The results are exportable to Excel via the "OLAP" button to refine the results using the dynamic cross-tabulation data.

      Sending receipts by email:

      It is possible from Fastmag to send the receipt by email to the end customer. This makes it possible to add the customer's email address to the database if it is not already filled in.

      Procedure:

      "Management" menu => "System settings" => "Store settings" => "Email ticket"

      1. We invite you to first click on "Use default format"
      2. In "Send the ticket by email in validation of sale", choose one of the options:
        1. 0-Never
        2. 1-Propose
        3. 2-Always
      3. Fill in the sender of the email in the "Sender email address" field
      4. Fill in the subject in the "Subject of the email containing the ticket" field
      5. Fill in the body of the email in the field provided for this purpose.
      6. In "Filter on part type", you can filter for one or more types of document types (e.g. SAL, RESA)

      Loyalty card from the customer file:

      Possibility to create a loyalty card with the name and surname of the cardholder associated with a barcode and a customer number.

      Procedure:

      "Sales" menu => "Customers" => New customer or customer search.

      Fill in at least the name or surname of your customer and fill in the "Loyalty card" field. Then, at the bottom, click on "Loyalty card".


      Fields in the customer record:

      1 - In the "Customer file" tab:

      It is possible in a customer file to fill in the usual information. It is possible to fill in three fields that allow you to obtain additional information:

      • Provenance (indicate where the customer comes from. Ex: Mailing, advertising in newspapers, etc.)
      • Grouping (indicate whether this client is part of a group. Ex: Association, Federation, etc.)
      • Observation (indicate an important information that will be recalled in red and bold on the sales interface when this customer is called back - Example: No payment by check for this customer)

      2 - In the "Add-in" tab

      It is possible in the "Add-in" tab of the customer file to add information about the customer (example: shirt size, shoe size, etc.)

      Procedure:
      To add questions in the "Complements" tab, path: click on "Management" => "System settings" => "Add-in form" = > "Customers" tab = > click on "Add a new question"

      Customer file alerts:

      This function makes it possible to raise alerts in the form of a sales message when a customer is recalled. It is therefore possible to display a message on the sales interface by asking to complete, for example, the email address.

      Procedure:
      Path: Click on "Management"=> "System settings" => "Alert management" => click on "Add a new alert"

      How do I manage the order of alerts?

      Or find the complete list of conditions (email=''; mobile=''; name=''...)

      You must enter one or more conditions (e.g. totalCA>='1000') and fill in the text to be uploaded in the interface.

      List of multi-criteria clients:

      You have the possibility to view and extract a list of customers according to several criteria (depending on the store, with or without loyalty card, with or without the phone number, depending on the turnover generated, etc.)

      Click on "Management" => "Customer file and loyalty program" => Liste_clients_multicritères

      Management of customer loyalty points:

      New loyalty program with management of customer loyalty points and different levels by points.

      This program allows the customer to earn points based on the amount of his purchases. When the customer has reached a certain number of loyalty points, he will be entitled to gifts. Some gifts require more or less points to be offered. This comes in the form of loyalty levels.

      • There is no deadline for the use of loyalty points
      • Only one gift can be offered per sale
      • This loyalty program is attached to the brand and not to the store
      • To remove a loyalty level, loyalty points must be on sale or lower than the 1st loyalty level and products identified as gifts must be removed from the program.
      Note :
      To see the photo of the product sheet appear in the "Choice of gifts by level of fidelity", it is necessary that in the product sheet, the photo is associated with a color and a size and not with "all sizes / all colors".

      1st step: Configuration:

      From the Management menu, select the menu "Management of customer loyalty levels and points"

      This screen allows you to make the different settings and levels for starting the management of customer loyalty points.

      • Click on the "Settings" tab and define the different parameters.
      • You choose how much corresponds to 1 point compared to X euros spent 
      • V
      • You choose to include or exclude products already discounted in this loyalty program.

      Example:

      1 point corresponds to 10€ spent

      Then click on the "Levels" tab to set the loyalty levels.

      Example:

      Level 1 = 10 points (i.e. €100 spent)

      Level 2 = 20 points (i.e. €200 spent)

      Level 1 = 30 points (i.e. €300 spent)

      Level 2 = 40 points (i.e. €400 spent)

      You can add as many loyalty levels as you want.

      Step 2: Setting up the gifts to be offered as part of this loyalty program:

      Path: Go to Management => Data sheet => select a product

      From the product sheet, you define if it is concerned by the loyalty program and at what level you want to assign it.

      You repeat the operation for the products you want to offer as part of this loyalty program.

      Step 3: Using the loyalty program:

      In the sales interface, call a customer back.

      A new "Gifts" button allows you to access the choice by level of eligible gifts for the customer.

      Click on "Gifts" to find out the number of points available to this customer as well as the gifts to which he can claim

      From this interface you can view all the gifts offered (even if the number of points available is not sufficient).

      However, you will only be able to select a gift if the customer has the sufficient number of points.

      As a reminder: only one gift can be offered per sale

      --------------------- Qualification of ---------------------- data

      Qualification of the customer file:

      We can qualify all customers according to different criteria and then exploit this database (geographically, average basket, gender of the customer, age of the customer, number of visits, turnover achieved, date of last purchase, etc.).

      Procedure (email):

      Path: "Management" menu => "Customer file and loyalty program" => Mailing Email

      You then have 5 fields to filter the email export on these criteria.

      Example 1: 

      Column 1 = "Postal code"

      Column 2 = "equal to"

      Column 3 = "75017"

      This then makes it possible to obtain the emails of all your customers whose postal code is equal to 75017. You can obviously combine several lines.

      Example 2 :

      Column 1 Row 1 = "YearBirth"

      Column 2 Row 1 = "greater than"

      Column 3 Line 1 = "1986"

      Column 1 Row 2 = "YearBirth"

      Column 2 Row 2 = "smaller than"

      Column 3 Line 2 = "1996"

      The result will then give you the emails of your customers who are between 20 and 30 years old.

      Then click on "Calculate the number of customers".

      Finally, export (OLAP procedure) the result in excel format to exploit this database.

      Procedure (SMS):

      Path: "Management" menu => "Customer file and loyalty program" => SMS mailing

      You then have 5 fields to filter the SMS export on these criteria.

      Example 1: 

      Column 1 = "Postal code"

      Column 2 = "equal to"

      Column 3 = "75017"

      This then makes it possible to obtain the numbers of all your customers whose postal code is equal to 75017. You can obviously combine several lines.

      Example 2:

      Column 1 Row 1 = "YearBirth"

      Column 2 Row 1 = "greater than"

      Column 3 Line 1 = "1986"

      Column 1 Row 2 = "YearBirth"

      Column 2 Row 2 = "smaller than"

      Column 3 Line 2 = "1996"

      The result will then give you the numbers of your customers who are between 20 and 30 years old.

      Then click on "Calculate the number of customers"

      Finally, write your SMS in the area provided for this purpose. The SMS will be limited to 150 characters.

      Tip: You can customize the name of the issuer from the menu "Management" = > "Folder settings" = > "SMS" tab = > "SMS sender" and put there, the name of your sign.

      --------------------- Use of ----------------------- data

      Policy management:

      It is possible from Fastmag to send sales instructions in the form of a scrolling message on the sales interface. This makes it possible to share information with cash register operators in real time.

      Procedure:
      Path: "Management" menu => "Management of lockers in stores" => "Add a locker".

      It is possible to add a locker for one store and then duplicate it to other stores. You can also send a directive to a specific user. Finally, the instructions can scroll at the checkout if necessary by checking the box "Scroll through the locker on sale".

      Message to seller:

      The "Message to the seller" is a notification that appears on the sales interface to the cash register operator to encourage him to create customer records or complete information.

      Procedure:
      Path: "Management" => "System settings" => "Store settings" => "Sheet" tab => "Message to the salesperson to encourage him to create customer records" fields

      Sending text messages to a recipient:

      It is possible to send SMS messages from Fastmag by customizing the name of the sender. The list of recipients is flexible according to different criteria (gender, location of the shop, postal address of customers, etc.)

      Procedure:
      You have the option to send SMS to your customers by clicking on the "SMS" button at the top right of your screen. This procedure allows you to send a 150-character SMS to only one recipient at a time. You can choose its number from a list or enter it manually in the "Number" field.
      Write your SMS and click on "Send SMS".

      Customer birthdays (by SMS):

      You can schedule an SMS message to be sent on a customer's birthday by offering them a gift card, discounts, or other.

      Procedure:
      Path: "Management" menu => "Customer file and loyalty program" => "Generer_CartesCadeaux_Anniversaire"

      Here you have the possibility to activate the generation of an SMS on the birthday of your customers provided that the date of birth of your customers is entered.

      Once the procedure is scheduled, this is done automatically.

      You can set a gift card amount or discount rate, the number of days of validity and finally the time the customer will receive the SMS.

      This procedure requires you to create a mail whose name is ANNIV.

      To do this, "Management" menu = > "System settings" = > "Mail management" > "Add mail" (be careful, the SMS must not exceed 150 characters).

      Customer birthdays (by mail):

      You can generate emails to wish your customers' birthdays.

      You can choose customers on one store or on all stores by leaving the field blank. It is possible to generate these mails over a given period/

      Procedure:
      Path: Click on "Management" => "Customer file and loyalty program" => click on the "Birthdays to wish for" status
      Note :
      The format of the mail can only be changed by the development department

      Management of sales rules and promotions:

      Fastmag allows you to manage multiple procedures for discounts.

      Procedure:

      Path Menu "Management" => "Management of rates, sales and promotions".

      1. Management of sales rules (ex: 30% on the entire store over the sales period)
      2. Management of promotions (e.g. 1 purchased, 2nd to 50%)
      3. Management of final rates (allows you to assign a new price to an item)
      4. Mass management of final rates (allows you to change the purchase price and sale price)

      For more information, do not hesitate to consult the user manual at this address: http://www.fastmag.fr/manuels/04.%20Regles%20de%20soldes.pdf

      Issuance of gift vouchers

      This function allows you to generate a gift certificate for your customers based on their turnover and the number of passages, and over a given sales period.

      Procedure:

      Path: "Management" menu => "Customer file and loyalty program" => "Gift Vouchers"

      1. You can choose a period or not to calculate the generated turnover
      2. Then indicate the number of passages as well as the minimum turnover above which the system will create the gift voucher
      3. You have the option to select a specific store, leave blank if it concerns all stores
      4. Set either an amount or a discount rate that will define the amount of the gift voucher (ex: 10 euros or 10% of its turnover)
      5. Finally, you have the option to select a customer or a country or language
      6. Finally, you can:
        • View the edition of gift vouchers
        • Confirm the launch of gift certificates

      Generation of gift vouchers for customer loyalty:

      You can generate gift certificates to retain your customers based on a start date and an end date, by % of turnover or based on a minimum turnover. It is possible to give a validity period of gift cards and to assign them on one or more stores.

      Procedure:
      Path: "Management" => "Customer file and loyalty program" => ChequesCadeaux_Fidelisation

      Issuance of gift vouchers at the point of sale:

      the system offers to create a gift card according to the configuration (ex: 2 passages and 100 € of turnover which offers 5% on the turnover).

      However, you have the option to manage tiers. The management of the levels allows you to have a gift card in discount or amount.

      Procedure:
      Path: "Management" menu => "System settings" => "Store settings" => "Settings" tab => "Issuance of gift vouchers at the point of sale" or "Issuance of gift vouchers at the point of sale in stages"
      Note:
      The issuance of gift vouchers at the point of sale in stages" corresponds to granting a discount (in % compared to turnover) or a fixed amount (in € compared to turnover) based on a minimum amount spent by the customer

      Example 1 :

      From 50.00 € : 5.00 % discount

      From 100.00 € : 10.00 % discount

      From 150.00 € : 15.00 % discount

      Example 2 :

      From 50.00 € : 5 € gift voucher

      From 100.00 € : 10 € gift voucher

      From 150.00 € : 15 € gift voucher

      Reminder of customers with gift cards that expire soon:

      This function allows you to send an SMS or email to your customers who have a gift card.

      Procedure:
      Path: "Management" menu => "Customer file and loyalty program" => "Reminder of customers with gift cards that expire soon"
      1. Fill in the sender email (ex: contact@fastmag.fr)
      2. You can enter the code of a store or leave blank if it concerns all stores
      3. Fill in the start and end dates of validity of your gift cards
      4. The system will then display all customers with a gift card over the period.
      5. There are then 5 types of reminders:
        • Follow-up by email only
        • SMS only follow-up
        • Follow-up by email in priority then SMS
        • Follow-up by SMS in priority and then by email
        • Follow-up by email and SMS.
      Careful
      You need to create a CMS named EXPIRATIONGIFTCARDEMAIL from Management => System settings = > Fastmag CMS for the content of the email.

      If you send an SMS, you will need to create a mail whose name is GIFTCARD REMINDER SMS from Path: Management = > System settings = > Mail management.

      Reminder of credit notes and/or gift cards by SMS:

      • It is possible to relaunch a customer X day(s) after the date of creation or before the expiry date of validity of his gift card.
      • It is possible to relaunch a customer X day(s) after the creation of a credit note.
      Procedure:
      Path: "Management" menu => "Customer file and loyalty program" => "Relance_ChequesCadeaux"

      Please then follow the instructions on this page.

      Issue of GiftCards on sale:

      For this operation, the identification of the client is not essential.

      The system creates, at each sale, a gift card at the foot of the ticket of an amount (predetermined or calculated according to the turnover of the sale) in the "store settings" as described below.

      Procedure:
      Path: "Management" menu => "System settings" => "Store settings" => "Settings" tab => "Issue of GiftCards on sale" or "Issuance of GiftCards on sale by tier"

      You have the option to set a percentage to apply for X days or over a specific period.

      If you manage it using tiers, you can do it as a percentage or as an uptick.

      Finally, it is possible to notify the customer of the creation of this card either by:

      • Email (where is the configuration of emails?)
      • SMS (where is the SMS set up?)

      Generation of gift vouchers on customer creation with EMail:

      Following the creation of a new customer file, activate the generation of a gift card if he has filled in his email. Gift card in amount or % over a given period.

      Procedure:

      Path: "Management" menu => "Customer file and loyalty program" => "ChequesCadeaux_CreationClients_AvecMail"

      1. Check the box "Activate the launch of the procedure for generating gift cards"
      2. Enter either the amount of the gift card or the % of the sale
      3. Set the number of days of validity
      4. Select the stores affected by this procedure

      Fastmag Smartdisplay:

      The customer display is divided into two parts to convey double information. The first concerns sales, the second as a communication medium. It works with a second screen connected to the POS terminal or an additional PC.

      Procedure:

      1. Go to the Fastmag program "Disk C" > "Program Files" > "Fastmag Boutique.
      2. Launch the "SmartDisplay.exe" program
      3. Then open the "SmartDisplay.ini" file
      4. Change the url to display the desired page

      Customizable receipt:

      It is possible to add the logo of his company at the top of the receipt. The ticket footer is fully customizable.

      Procedure:
      We invite you to contact support or contact@fastmag.fr

      Management of SMEs (electronic wallet):

      SMEs, unlike gift cards, allow the loading or sale of a Giftcard with a predetermined amount or the loading of an amount desired by the customer.

      Procedure:

      We must first create the types of SMEs

      Path: "Management" => "Tools and settings" => "System settings" => "Reference data" => "Management of SME types".

      Enter the type of SME (ex: KDO)

      • Fill in or not conditions (ex: f.family = 'pants') the card will therefore be usable only on this family.
      • Put the amount of the load and the amount of the payment.
      • In this model, it will therefore be possible to set SMEs at fixed amounts.
      • If we do not enter a loading amount we create a new type of SME (ex: free KDO)
      • It will therefore be possible at the time of sale to charge the amount of the load and payments desired by the customer.

      When creating or recalling an SME for sale, you can either generate an SME number or copy a Gencod from a customer card.

      Selling, loading and usage is managed in the sales module, menu other actions.

      The advantage of this type of card is that the customer consumes as he wishes the amount entered during loading.

      To choose the ceiling of the SME (by default 150) it will be necessary to modify it in the configuration of the file of your sign.

      It is recommended that you open or create a customer master record for it to be associated with the customer master record. In case of loss of the SME, we can find in the customer file all the outstanding amounts available.

      Gift card management:

      Namely: 
      Unlike an SME, the gift card must be consumed in full.

      On sale in the other actions menu:

      Path: Click on "Sell a gift card" = > "Generate a card number" or enter your own coding. Then enter the amount desired by the customer.

      To use it menu other actions:

      Using a gift card, entering or beeping the code corresponding to the card.

      VIP card:

      The implementation of VIP card allows to assign a discount rate and a duration of use of this rate to a customer.

      During a sale made with this card an SMS will be sent to the person responsible for the operation to warn him (not mandatory).

      If the customer uses his own cards that he has printed beforehand, they must all start with #VIP# followed by a number or letter (each must have a unique code).

      Procedure:

      Path: Creation of VIP cards: "Management" => "Business activity" => "Assign VIPCARDS"

      In the VIPCARD field:

      • Beep the card number or enter a number.
      • In the Customer Number field:
      • Enter the number of the customer file to associate and click on check the customer number which will view the name and surname.

      Then enter the discount rate and the expiry date.

      Then fill in the number(s) of the persons to be notified.

      An SMS account must be active to use the SMS function.

      Partners:

      Passage counters

      You can identify the number of customer visits per day, per store or per hour.

      Procedure:
      Path: "Management" => "Management status" => "Traffic statistics"

      You can also calculate the number of passes as well as the conversion rate.

      Procedure:
      Path: "Management" => "Revenue and multi-store margins"
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