This article covers Customer Requirements and how to manage contracts that no longer meet the customer requirement. To see examples of common Customer Requirements in use, see here.

Customer Requirements Overview

Customer Requirements reference Customer Segments to restrict enrollment types or promo codes to the customer's that match the segment conditions. 

See example segments and customer requirements HERE.

• Customer Requirement on an Enrollment type checks the Enrollment against your customer requirement. 
   
• Customer requirement on a Promo Code checks the Contract Holder against your customer requirement. 

Contracts are NOT changed automatically when they fail a customer requirement, but there are tools to view and manage the changes (See below).

Create a Customer Requirement

Before making a customer requirement:

1. Create a segment that returns customers who should QUALIFY. See example segments and requirements HERE.
    
2. If your Customer Requirement involves an attachment (such as a student will submit active schedule) then create that attachment (with or without validation)
    

Once you have a segment, go to 
Manage > Customer Segments & Requirements >  Customer Requirements > New Customer Requirement

• Select a Customer Segment - This segment should reflect people who are VALID for this customer requirement.
   
• Resolution Action:
  • Select None if the customer cannot resolve themselves.
  • Select Attachment if a customer can upload a document to resolve (upload student info to be validated by staff). See Attachments and Validation settings
     
• Enforcement
  • Warn will display a message but will not stop them from proceeding, however Prevent will stop them from proceeding.
    • Requiring an attachment? Use PREVENT customer to require that they add an attachment as part of their sign up process.  They must submit an attachment when signing up online. On a kiosk, it will not force an upload. It is best practice to use an Email Automation to trigger a reminder for missing attachment a few days after sign up.
       
  • Configure your staff facing and customer facing language.
    • Staff Facing language is displayed in the alert on the contract AND in the check in screen messaging.
    • Customer facing language is displayed at sign up with where they upload the attachment. UPLOAD DOCUMENT is built in.  Your message follows.
      

Assign a Customer Requirement to an Enrollment Type

In Build  > Plans > Enrollment Types > Create/Edit an Enrollment Type > Enable Customer Requirement 

Assign a Customer Requirement to a Promo Code

Contract Promotions can use a segment and/or a customer requirement. 

• A customer requirement alone will allow the promotion to apply but alert on the contract after it is purchased.  For example, if attachment was submitted for approval, that attachment being validated will clear the alert.
   
• A segment will restrict the code and prevent it from working unless the contract holder is in the segment - if the contract holder is in the segment, the code will work and apply a discount.
  
  IMPORTANT: With a segment, contract holder must LOG IN to the customer portal to see if the discount will apply.  Codes with segments will not reflect a discount until the customer is logged into the kiosk or online.
  

Customer segments can be used on Product Promotions.  

• If the customer assigned to the cart is in the segment applied here, products in the cart (not contracts) will be applied the discount
  

Learn more about Promotions HERE
 

Alert on Check-in for Invalid Customer Requirements.

Add Check-in Guard to optionally alert for contracts with invalid requirements when checking-in.

• Check-in Rule can be found in the list of check-in rules defined as: ‘Customer_Requirement_Rule.’ 
• When added, it will alert on check-in for all contract holders and enrollees on a contract that has any missing customer requirements for that plan.

In Manage Menu > Organization & Facility Settings > Check-in Guards (dropdown) > Add Check-in Rule > Customer_Requirement_Rule

Adding Attachment to the Contract/Customer

See Attachments and pending validation for customer and staff views/workflows HERE

View + Manage Contracts with Invalid Customer Requirements

Go to Manage > Contracts > Invalid Contracts

There are two tabs here: Invalid Enrollments and Invalid Contract promotions where you can view everything that doesn't match an applied customer requirement.

Invalid Enrollment Types

Invalid Enrollment types do not change in their dues rate automatically.  They can either be:

• moved to a new enrollment type (individually as need or in "batches" using customer segments), which will put them at a new dues rate
• terminated (individually or in batches)
• left as is.

Move an Invalid Enrollment to a Different Enrollment Type

On the individual Contract, Click Edit Membership/Edit Booking, go to Customer tab, remove from enrollment type, add to another (remove, then find in search under the Recent on Workstation tab)
_____

Bulk Change

1. Go to Manage > Contracts > Bulk Recurring Changes > Enrollment Type Changes

• In the Enrollment Selector, Pick the plan, facilities, and enrollment type to/from and click Generate to view who that would change. No changes will be made at this step.
  
   

• Once generated, you can review the list. Check the box at left to INCLUDE that enrollment in the change
   

• Click to Add Enrollments to the change queue, then view them on the Change Queue tab

  • Here you can review the total impacts in counts and $ values.

  • Ensure you want to make the change and click Execute. THERE IS NO UNDO!

2. (Optional) Create a Customer Segment to use in the bulk change

If you want to limit the enrollment type change to just certain customers, you can do so with a customer segment.  Make the segment to capture the people you WANT to bulk change and use that in the filter above.

For example, create a segment that matches all of the following:

•  

  • Use the Contracts/Enrollments condition in the Customer Activity tab. This will exclude people who started a membership in the last 30 days so you can give them a grace period before changing.

    • Set to DOES NOT match the following

    • Add the Membership plan type,

    • Check the box for Started status,

    • Set relative date to sub 30 days to end of day
      
       

  • Add second condition for Attachments in the customer activity tab. This will exclude people from the segment if their attachment expired in the last 30 days to give these folks a grace period as well.

    • Set to DOES NOT MATCH the following.

    • add your Student schedule attachment, expired dates and relative range of sub 30 days - end of day

    • set both conditions to DOES NOT match: this should exclude people

• Use this segment in the bulk change tool

Invalid Contract promos

There is no bulk edit to remove promo codes.  If the invalid promo code should be removed, you must Edit Membership and:

• remove the promo code
• Review and Accept the Changes to Pricing
• Optionally invoice prorated dues (toggle off to make change effective next biling without charging prorate)

To see examples of common Customer Requirements in use, check out these here.