SETUP & SUPPORT GUIDE
This guide is designed to help you with basic product setup and common troubleshooting issues. Please use this as a reference BEFORE contacting your Baker CSM or Support (email@example.com) with issues or questions.
*All materials and images contained in this document are the property of Baker Technologies, Inc. and may not be reproduced or distributed without Baker’s explicit, written consent.*
TABLE OF CONTENTS
- Searching for Contacts
- Customer Card: Profile Tab
- Customer Card: Activity Tab
- Customer Card: Loyalty Tab
- Exporting Contact List
- BEST PRACTICES & OBJECTIVES
- INDEX OF SETTINGS
The Customer Center is your main tool for viewing client activity at a granular level. From Loyalty reward redemptions to updating contact information, the Customer Center acts as your go-to source for details on each and every one of your current (and future) customers. Additionally, it allows you to build an online waiver for Patient Intake, giving you the chance to keep all of your important patient data within your Baker Kitchen.
See this video for how to add Loyalty points.
Anyone setup with an Admin account in your Kitchen will be able to access the Customer Center. For more on setting up accounts with less access, click here. Each customer phone number added to your kitchen will receive a TCPA compliance message.
Searching for Contacts
When you enter your Baker Kitchen’s Customers tab, you can use the search bar under “Find Customers” to search for contacts and leads. You’ll be able to search by first or last name, email, or phone number. You can even search by snippets of the phone number (e.g. entering solely the last four numbers). Make sure to exclude any characters like ( ) - when you search.
After entering in whatever you’d like to search by, you can hit the Enter or Return key on your keyboard to begin the search. Note that the Refresh button isn’t the same as hitting Enter or Return. Refresh will, in fact, refresh the entire customer list, taking you back to square one.
You can also go to the Customer Center report at the bottom of the page to navigate through pages of contacts. Use the arrows on the top-right and top-left corners of this report to search through contacts visually.
The drop-down menu to the right of the search bar will let you narrow down which contacts show in a few ways. You can see everyone by default, and you can select customers to see only people who have placed an online order. The visitors option will show all leads (i.e. people who haven’t placed an online order yet). Needs verification will show you people who need an ID to be verified, and rejected will pull up a list of all people with IDs that have been rejected in the past.
Once you have the correct contact highlighted below “Find Customers”, you can see a few items right away. That person’s name, email, phone number, home state, and Medical/Recreational status will show immediately. If any of that information hasn’t been entered yet, that column will display as empty. You can also gain more insight by clicking into the actual line of the contact. This takes you to their Customer Card.
Customer Card: Profile Tab
After clicking into someone’s Customer Card, you’ll instantly be taken to their Profile page. Here, you can see (and update if needed) basic contact info including first name, last name, date of birth, email address, and phone number under the Information section. You’ll also be able to see their country and state, but at this time those fields cannot be updated through your Customer Center. The last field under “Information” shows whether that person is listed as a Medical patient or a Recreational customer. If your state is transitioning from medical-only to allowing adult use, this field will allow you to change that person from Medical to Recreational if they opt to continue purchases solely as an adult use customer.
If you serve medical patients, the Profile tab of a Customer Card will also include a medical section. There, you can update doctor’s recommendation number as well as the doctor’s expiration date. You can list the qualifying condition, the date of the recommendation, and the doctor’s name, phone number, and license number if needed.
The next section of the Profile tab is Preferences. First, you will be able to see how this contact was acquired in the Source field. Potential sources include Admin, In-Store Checkin, Online Order, Organic Signup, and Subscription/Lead Upload.[e][f][g][h] Admin means that contact has been added to the Management area of your Kitchen Preferences. In-Store Checkin means that the contact was first added by entering their phone number on a Checkin iPad. Online Order means that the contact was first added when they completed an online order. Organic Signup means that the contact created a profile online. [i][j]Subscription/Lead Upload means that that person was put into your Kitchen via a contact import.
If you want to include who referred this customer, patient, or lead you can enter that information into the ‘Referred by’ field. After saving this, it can be viewed and/or updated at any time in the future.
You can view and update a contact’s Product Notifications in the next section. For more on Product Notifications, click here. Lastly, you can control whether a contact will receive marketing messages sent by the platform. This will be an important tool if one of your contacts moves out-of-state and requests to stop receiving the Connect messages you send. They can always reply ‘STOP’ to any SMS messages they have received, or you can manually unsubscribe them from within their customer profile (pictured below).
You may require customers or patients to upload a state ID and/or medical ID in order to place an online order. These documents will live in the Identification area on the Profile tab of a customer card. In order to access this data, you will need to enter an Admin’s account password, and click VIEW IDENTIFICATION.
Once you have done this, any state or medical ID will show. When a user updates their state or medical ID on their profile, the Customers tab on the left-hand side of your Kitchen will change. There you will see a turquoise circle indicating how many IDs need to be approved.[k]
Customer Card: Activity Tab
The Activity tab on a customer card will show you line items (or events) that represent various activities this customer or patient has had with Baker. These can include Checkins, Reward Redemptions, Bonus points, or point Deductions, and Online Orders.
Checkin events will show the date that the user checked in and, if applicable, how many Loyalty points were earned. Reward Redemption events show the day that that reward was redeemed as well as how many points were removed. If your customer or patient redeemed a 50-point reward, the Points column would show as -50.
You may also manually add or remove Loyalty points by clicking “+ Add event”. Point bonuses and deductions respectively show any points that were manually added or subtracted from a customer profile. A note is required with any manual point adjustment including how many points were awarded or removed, which can aid in tracking changes or any specific bonuses you may choose to offer.
Once the Note and points fields have been filled in, clicking the green check mark icon will officially add or remove the points. To clear out a bonus or deduction, click the red ‘x’ at the end of that event line.
For Online Order events, you can view the total amount of dollars spent in that purchase as well as how many points were earned (if any). To see more detail on what was purchased, click anywhere in the event line. To edit the dollar amount spent on that online order, you can use the pencil icon under the Edit column. As with Loyalty bonuses/redemptions, clicking the green checkmark will save any order total changes.
A customer or patient’s available points can be viewed at the top of their Activity tab, where you can also view their lifetime points. Lifetime points are what they have earned overall while checking in and shopping with you, while the Available points will be their current point total that is available to put towards redeeming your Loyalty rewards.
Customer Card: Loyalty Tab
The Loyalty tab on a Customer Card shows all things related to this customer or patient’s recent Loyalty[l][m] activity. Like on the Activity tab, you can see this person’s Available points and Lifetime points. You can also readily see the last reward they have redeemed.
On the lower left hands side, all recent purchases will show under the Recent column, while the user’s most frequent purchases will appear under the Frequent column.
Exporting Contact List
While you can see name, email, phone, state, and med. or rec. in the Customer Center, you can also export your contact list to see a bit more detail.
Clicking export will initiate the download of a CSV to your web browser. When you open it, you’ll be able to see columns including preferences that customer or patient has selected and where the account originated from (shown in the acct_source column).
Here are some common questions and some not so common answers:
Q: A customer wants to be unsubscribed from our texts. How can I do that?
A: Head to the Customer Center and locate the customer by searching for their name, phone number, or email address. Once the desired customer is showing below CUSTOMER CENTER, click into their profile and change “Subscribed to marketing messaging” at the bottom of the Profile tab to “Unsubscribe from marketing messaging.”
Q: Can I view a customer’s previous purchases? What about Loyalty point redemptions?
A: Yes! Head to the Customer Center and pull the desired individual’s profile up by searching for their name, phone number, or email address. Then, click into their profile and select the Activity tab at the top of their Customer Card. Here you can view past orders, including dollars spent, as well as any of the times they earned or redeemed Loyalty points.
Q: How can I see if someone has uploaded a state ID or medical card?
A: Look them up in the Customer Center and click into their Customer Card. On the Profile tab, you should be able to see IDs and medical cards that have been uploaded by entering in an Admin password and clicking ‘VIEW IDENTIFICATION’ under Identification. There, you will be able to review anything that customer has uploaded.
INDEX of SETTINGS
Bonus: This will allow you to add points onto someone’s profile.
Deduction: This will remove point from someone’s profile.
Referred by: This allows you to list who referred this customer or patient if you’d like.
Search…: Here, you can search for a customer, patient, or lead by searching for his or her first name, last name, email address, or a snippet of his or her phone number.
Source: This will show you how this person’s contact information was acquired.