AZENRU
Book a demo

Help center

CRM: customers, segments, messages and automations

Your customer base fills itself from the till, the join QR, imports and manual entry. Messages go only to AdsPog app customers who have agreed to hear from you.

Customers

CRM → Customers lists each customer with a number (C-0001), source, tags, visits and last activity. Customers are added by themselves: on the first card scan at the till, the first purchase, joining through the join QR, or sending a reservation or request from the app.

  • Sources: Purchase, Card, Branch QR, QR, Form, Manual, Import.
  • For customers who come through the AdsPog app, the name is masked and you never get their phone or email. Contacts exist only for customers you add or import yourself.
  • A profile has History (purchases, stamps, points, offers, joining), Notes, Tags, an Owner, message consents, and tabs for sales, tasks, requests and reservations.
  • Use New customer to add one by hand and Archive on the profile to take one off the list; the history is kept.
Customer profile: business points, purchases, consents, history and notes
A customer profile · demo data

Import and export

  1. Save the Excel sheet as CSV (UTF-8, comma or semicolon separated). The first row must be headers such as Name, Phone, Email. Up to 2 MB and 5,000 rows.
  2. On Customers, click Import CSV and choose the file.
  3. Map each column to a field. Name is required.
  4. Under Duplicates, choose Merge by phone, Merge by email or Add everything without checking. Merging updates the matching customer instead of creating a new one.
  5. Click Import. The result shows how many were created, updated and skipped.

The Export button saves customer contacts to a CSV file. Owners and managers can do this, and every export goes into the audit log. Customers from the AdsPog app appear without contacts.

Segments and RFM

A segment is a self-updating list of customers who match a rule. A visit means a purchase or card action on one day, Baku time.

  • New: first visit in the last 30 days. Regulars: at least 3 visits in 90 days. Drifting away: came at least twice, not in the last 60 days.
  • Top spenders: the top 20% by spend over 180 days. Close to a reward: one stamp short or almost enough points. Code not used: claimed a code but hasn't used it.
  • There is also a ready segment per campaign and per branch: people whose first visit came through that campaign or branch.
  1. For your own segment, click New segment.
  2. Build rules with Add rule: days since the last visit, number of visits, amount spent, tag, source, branch, stamps left to a reward, business points and more.
  3. Choose All rules or Any rule. The panel shows how many customers match as you go. Click Create segment.
Segments: ready-made groups with customer counts, and your own segments
The Segments page · demo data

RFM analysis looks at the last 180 days: R is time since the last visit, F the number of visits, M the amount spent, each scored 1 to 5. Customers fall into seven groups: Champions, Loyal customers, Potential loyalists, New customers, At risk, Hibernating and Lost. Click a cell in the grid to open those customers.

Conversations and templates

  1. On a customer profile, click Write a message, type and send. All threads collect under Communication → Conversations, including replies to broadcasts.
  2. For texts you send often, create a New template on Templates. Variables fill in for each customer: first name, business, points, stamps left, code, branch. A missing value is left blank.

If a customer wrote to you in the last 7 days, you can reply even without their consent. You can never write to a customer who muted you.

Broadcasts

A broadcast is an in-app message, with an optional push, sent to a segment you choose. It needs the Bulk messages permission: owner, manager and marketing roles.

  1. On Communication → Broadcasts, click New broadcast.
  2. Audience: a ready-made segment, one of yours, or an RFM group.
  3. Message: From a template or Write my own. Optionally add a Link, the app page that opens when the message is tapped.
  4. Channels: the in-app message always goes; Push is optional.
  5. Review & send: Who it reaches shows how many will get the message and why the rest won't. Choose Send now or Schedule.
Broadcast, Channels step: in-app message and push
A broadcast at the review step, with who it reaches · demo data

A sent message can't be recalled; a scheduled one can be cancelled until it goes. A time between 22:00 and 09:00 moves to 09:00. The audience is worked out at the moment of sending. Afterwards you see sent, delivered, opened, clicked, replied and opted-out counts.

Automations

An automation is a rule that runs by itself when something happens: it sends a message, creates a task, assigns a request or adds a tag.

  1. On Communication → Automations, pick one of the Recipes and click Use, or choose Start from scratch.
  2. 1. When: first purchase, every purchase, joining by QR, one stamp from a reward, no visit for some days, a code about to expire, a new request, a stalled deal.
  3. 2. Conditions are optional and work like segment rules. Then set 3. Then and 4. Delay.
  4. Switch on Enabled and save. A new automation starts switched off.
Automations: recipes and active rules
The Automations page · demo data

Automations that send messages follow the same consent rules, push limits and quiet hours. A rule runs once per event. Run history shows every run and why one was skipped, for example no consent.

Sales, tasks, requests and reservations

  • Sales: deals move across a board, stage by stage: New, Contacted, Needs, Proposal, Decision, then Won or Lost. A lost deal needs a reason. Change the stages with Edit stages.
  • Tasks: work linked to a customer, deal or request, with an assignee and a due date. The number of overdue tasks shows in the menu.
  • Requests: customers write through Send a request on your business page in the app. A Reply goes to the customer, an Internal note stays with the team. The response time is 48 hours and can be changed at the top of the page.
  • Reservations: click Turn on reservations, list the services and the maximum number of guests. A Reserve button then appears in the app. App bookings wait for your confirmation, and the customer is notified when you confirm or cancel. Log phone bookings with New reservation.

Communication report

Reports → Communication shows messages sent, delivered, opened, clicked and replied to, plus opt-outs, by channel, broadcast and automation. Delivered means the customer's app received the message or the push was accepted.