Purpose

The purpose of this article is to outline the function of the Hybrid setup in 365 Catering (Spoonfed) Customer Module 2.0.
 

Process

With the "Hybrid" set up of the new Customer Module, customers are arranged by both Organizations and individual Contacts. This set up is useful if customers are both companies, (departments, groups, etc.) and individuals who place orders with the caterer. All new accounts that are created will be defaulted to this setup.

For additional information regarding the different set up options of the Customer module please reference the article, 365 Catering (Spoonfed) - Introduction to Customer Module V2.
 

Customer Module View

The new view of the module will show two sub tabs in the Hybrid set up: Contacts and Organizations. 

Operators can click into each to view and search for existing Organizations or Contacts.

Spoonfed doesn't automatically delete Contacts. If an Organization or a Contact who has ordered through Spoonfed before is not able to be found, possible reasons are: 

• The name has been changed. 
• The Organization or the Contact was deleted by Users in the Back Office system.

If someone was mistakenly deleted from the system, search for past information in the Notes under the Organization Details Tab. These might include the account history, past Orders, Invoices, etc.
 

Organization Rename

Clients can request a Customer Success Partner to rename "Organizations" to a name that more closely aligns with business operations. (ie: Department, Accounts, Customer Groups, etc). 

Summary Cards

The summary cards displayed at the top of the module give a snapshot of five different topics.

• Total Customers: The total amount of Organizations in the account.
   
• Sales: View customer sales from the previous 4 weeks, 3 months, 6 months, or in totality.
   
• Top Customers: Customers with the most order revenue.
   
• Customers at Risk: Customers who have not placed orders recently.
   
• New Customers: Customers who have recently been added to the account.
   

Summary Sidebar

On the right hand side of the Organization tab and Contact tab there will be several cards showing an overview of the Organization or Contact depending on the page.

The Info card will list the official name of the Organization or Contact, the email address, the phone number, as well as the date the Organization or Contact was added.

The Total Activity card will show the activity for the Organization or Contact including total amount spent, total number of orders, and the average value of orders.

The Review Score card will show the total number of customer reviews, the overall score in a percentage, and can be filtered by the last month, last 3 months, last 6 months, or lifetime. This card also includes a quick link to see all reviews.

Organization Tab

The Organization tab will list the Organizations and Independent Contacts in alphabetical order and display the following information:

• Organization Name
   
• Status - This indicates whether the customer is determined to be "at risk".
   
• Tag - If a tag or tags has been assigned to the customer group.
   
• Organization Phone
   
• Organization Email - Allows you to begin a new email directly, or copy the email address on file.
   
• Last Order Date
   
• Revenue from the Last 6 Months
   
• Reviews - If customer reviews have been enabled, the number of reviews submitted will show here.

From this view, the search bar can be used to find a specific Organization or Independent Contact, use the filter tool to search by Customer Tags, or download the list of customers. 

Clicking the carat drop down will reveal the list of Contacts within each Organization. 

Each individual Organization or Contact can be edited or deleted using the 3 dots on the right hand side.
Clicking edit will navigate to the Organization details page or the Contact details page where edits can then be performed.
Clicking delete will trigger a pop up that confirms the selection.
 

Organization Details Page

The Organization details page shows the name of the Organization along with several tabs with various information about the Organization.

For more information on adding an Organization please reference the article, 365Catering (Spoonfed) - Customer Module V2 - Hybrid - Adding an Organization.

Orders

The Order tab shows all orders belonging to the Organization. This tab is searchable and filterable by many different criteria. 

To view an individual order, click the order number or click the 3 dots to view the dropdown menu and click view order. 

To repeat an order click the 3 dots to view the dropdown menu and then click repeat.

Orders can be added by clicking the Add Order button in the upper right corner.

Settings

The Settings tab shows all details about the Organization. For more information regarding the fields shown on this tab, they are elaborated upon in the article, 365Catering (Spoonfed) - Customer Module V2 - Hybrid - Adding an Organization.

Invoices

The Invoices tab shows all invoices created under the Organization. This tab is searchable and filterable by many different criteria.

Click Go to all invoices in the upper right corner to be taken to the Invoices Module.

For Independent Contacts the Invoice tab will appear under the Contact Details page.

Contacts

The Contacts tab shows all contacts under the Organization. Existing contacts can be edited, transferred, or deleted from this tab using the 3 dots and the drop down menu for each individual contact. 

New contacts can be added by clicking the Add Contact button in the upper right corner. For more information regarding adding a new contact please reference the article, 365Catering (Spoonfed) - Customer Module V2 - Hybrid - Adding a Contact for an Organization.

Bulk actions such as bulk move or bulk delete can also be performed from the Contacts tab. If a duplicate contact is ever created, transferring them to the correct Organization is useful to consolidate. Start by selecting which Contacts need to have the action performed on by using the checkbox on the left side of the individual contact, or select all contacts with the checkbox at the Contact Name level. Then click the Bulk Actions button that will appear after contacts are selected to view the options.

Bulk Transfer will transfer all selected contacts to a specified Organization. 

Bulk Delete will delete all specified contacts within an Organization. 

Addresses

The Addresses tab shows all contact and Organization addresses. Existing addresses can be edited, set to default for billing or delivery, or deleted from this tab using the 3 dots and the drop down menu for each individual address. 

All Delivery and Billing Addresses should be added in the Addresses tab. When making an Order in the Back Office, saved addresses will auto-populate as options when selecting a Delivery or Invoice Address.

New addresses can be added by clicking the Add Address button in the upper right corner.

When adding an address ensure that the Region field is filled out correctly, as this will trigger various changes to the form depending on the region. 

Reviews

The Reviews tab shows all customer reviews for the Organization for any orders that reviews are enabled on.

History

The History tab shows the edit history for the Organization from the creation of the Organization up to the most recent change. This tab is searchable and filterable by many different criteria.

To see the content of a change, click the drop down icon on the right side and the changes will be outlined.
 

Organization Level Actions

From this Organization Details page there is an Options tab in the upper right corner allowing for the transfer of all contacts to a different Organization or for the deletion of the Organization and all of its current contacts.
 

Customer Tags

This feature is not turned on by default. Please contact 365Support via live chat, at (888) 365-6282 or support@365rm.com to have this feature enabled.

Customer tags can be created at the Organization level from the Organization Details page. Customer tags can be used to help apply additional data segmentation for additional filtering options.

Click the tag icon near the Organization title to bring up the Tag creation page. From this page new tabs can be created, or previously created tags can be applied. 

Click Apply previously used tags drop down to bring up the already existing tags. Select the tag and click Add tag to add it to the Organization. 

Click Create new tag drop down to bring up the creation page. Give the tag a name, assign it a color, then click Add Tag to add it to the Organization.

Once tags are applied to the Organization they will appear on the right side in the Added tags box. Click the X inside of a tag in the Added tags box to remove it from the Organization. Click Apply to save changes.

Contacts Tab

The contact tab is where all Organizations' contacts are listed and the Individual Contacts. 

This view shows:

• Contact Name
   
• Organization - The organization the contact falls under, if it is not an independent Contact.
   
• Tags - If a tag or tags has been assigned to the Organization.
   
• Phone - A contact's number can either be the same as the Organization, or it can be unique to the contact.
   
• Email - The contact's email used to create their account and receive order confirmations.
   
• Last Order Date
   
• Last 6 months Revenue
   
• Reviews - If customer reviews are enabled, the number of reviews submitted will show here.

Clicking on a Contact name will navigate to the Contact Details page for that specific Contact. 

For more information on adding a Contact please reference the article, 365Catering (Spoonfed) - Customer Module V2 - Hybrid - Adding a Contact for an Organization as well as 365Catering (Spoonfed) - Customer Module V2 - Hybrid - Adding an Independent Contact.
 

Contact Details Page

The Contact details page shows the name of the Contact along with several tabs with various information about the Contact listed.

Contacts can be deleted from this tab by clicking options in the upper right corner and then clicking delete from the drop down.

Orders

The Order tab shows all orders belonging to the Contact. This tab is searchable and filterable by many different criteria. 

Settings

The Settings tab shows all details about the Contact including first and last name, phone number, mailing address, and email.

A Contact's password for online ordering can be reset from this tab by clicking the Reset password quick link under the Password header.

The Contact's stored payments will also be listed under the Payment Options header.

Invoices

The Invoices tab shows all invoices created under an Independent Contact. This tab is searchable and filterable by many different criteria.

Click Go to all invoices in the upper right corner to be taken to the Invoices Module.

For non Independent Contacts (Contacts belonging to an Organization) the Invoice tab will not be shown on Contact Details and will appear under the Organization Details page.

Customers

The Customers tab shows the customer information for a Contact. The assigned service charges will also be shown on the Customers tab.

Contacts can be transferred to a different Organization using the Change Customers button under Transfer Customers.

Addresses

The Addresses tab shows all Contact and Organization addresses (if not an Independent Contact). Existing addresses for the Contact can be edited or deleted from this tab using the 3 dots and the drop down menu for each individual address. Existing Organization and Contact addresses can also set to default for billing or delivery from this tab.

New addresses for the Contact can be added by clicking the Add Address button in the upper right corner. 

New addresses for the Organization cannot be created from the Contact Details page.

Reviews

The Reviews tab shows all customer reviews for the Contact for any orders that reviews are enabled on.

History

The History tab shows the edit history for the Contact from the creation of the Contact up to the most recent change. This tab is searchable and filterable by many different criteria.

To see the content of a change, click the drop down icon on the right side and the changes will be outlined.
 

Authorization Groups

For more information on Authorization groups and how to set them up, please reference the article, 365Catering (Spoonfed) - Authorizer - Authorization Dashboard Overview or 365Catering (Spoonfed) - Authorizer - How to Set Up Authorization Groups.