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Customer Relationship Management <br />The Zoo would like to track patrons in the system but does not wish everyone to be required to make an account. <br />For example, if a patron wishes to purchase four tickets to the Zoo, SAZOO would prefer to not force them to <br />create an account, but rather, be able to purchase those without logging into the system. However, all members <br />would need to create an account and once in the system, all transactions processed under that membership should <br />be tracked and logged and provide access to customers to update and change their personal data as needed. <br />The CRM portion of the ticketing system capabilities should include, but not be limited to, all of the following: <br />1. Allow both customer account registration and situations where an account is not needed. <br />2. When customer does not have an existing account and wishes to create one, the system offers the following <br />online options: <br />a. Option to create an account and have it immediately available for use. <br />b. Option to activate online customer accounts only after email validation. If selected, an activation <br />email will be sent to the customer's email address, and they have to click on a link to activate their <br />online account, ensuring the account cannot be activated if the customer did not give a valid email <br />address. <br />c. Option for the system to auto -create a password for an account for online access. The password will <br />be included in the account creation confirmation sent automatically by email. <br />d. Option to specify number of days until the auto -created password for online access expires. <br />3. Tools for staff to assist in identifying and consolidating duplicate customer records. <br />4. Functionality to validate residency based on street address. <br />5. Ability for employees to highlight and access "alerts" on customers for key information. <br />6. Allow staff to decide what their customers see and are able to perform on the public access side. <br />7. Functionality that associates related customer records as families, households, companies or organizations. <br />Customers should be able to access information or perform actions in the system for other customers who are <br />associated through this relationship. <br />8. Ability to view online and print the following items from a Customer's account: <br />a. Tickets <br />b. Membership information <br />c. Reservations made <br />d. Financial transactions and account balance <br />e. Payments made to their account <br />f. Previous transactions <br />9. Ability to change their login name and password. <br />10. Ability to change their address and personal information. <br />11. Ability to change information about their family members as well as add a new family member. <br />12. Allow a customer identification photo to be stored against the customer's account. <br />City of Santa Ana RFP 22-008 <br />Page 17 <br />