Record what a customer has

Some things you sell are held rather than bought once: a gym membership, a service plan, a policy, a subscription. Qcom needs to know who holds what, because that's what opens members-only material and puts people into the right groups.

Payments, completed orders and kept appointments are recorded for you. Holdings sometimes aren't — a member who joined before you started using Qcom, or one you signed up in person, has nothing to show for it until you say so.

Choose the details you keep

Open the Catalog type's settings, choose Eligibility, and go to What you record about holders. Pick only the details your team needs when somebody holds an item of that type:

• Status — whether the holding is active, paused, ended or cancelled.
• Since when — when it started.
• Reference number — a member, policy, student or account number from your business.

The type is the starting point for its items. An item can use those choices, keep different ones, or keep none — set that on the item's Records tab (on mobile, at the end of its details), or ask Qyra. This changes what staff are asked to record; it does not decide who may hold the item or what customers can see.

Qcom only asks for the details selected for that item. Imports use the same choices and warn when a selected detail is missing from the file. An automatic action records only facts it actually knows, so an approved application can supply a status and start date but will not invent a reference number.

Record one

On the contact, open Customer relationships and choose Record relationship.

• Item — pick it from your Catalog. Only published items appear, because nobody can hold something that isn't live yet.
• What they have — a membership, plan, policy, subscription or recurring service. The list only offers what fits that kind of item; a one-off product isn't held at all, so there's nothing to record for it.
• Since when — the date it started. Backdate it if they've been with you a while.

For a subscription you'll also be asked how often it bills and whether it renews on its own.

What happens straight away

It counts from the moment you save it, not after an overnight run.

• They become a customer, if they weren't already.
• Anything on that item marked for customers who already have it opens up for them.
• Groups built on what people hold pick them up.
• Journeys that start when someone becomes a customer will run for them.

When it happens without you

• An approved application. If applications are how people join, approving one records the holding for you, with the application kept as the reason. This only happens when there's one obvious answer for that kind of item — where several would fit, Qcom leaves it to you rather than guessing.
• Converting a lead. Converting is a sales outcome, not proof that the thing exists yet, so it doesn't record a holding on its own. It offers to, with the item already filled in.

Bringing across an existing book

Moving from another system, or from a spreadsheet, is a separate job from importing contacts — import the people first, then their holdings. Ask your Qcom contact about a relationship import; it matches people you already have and refuses rows it can't place rather than inventing them.

Importing contacts alone never makes anyone a customer. A spreadsheet row is a list of names, not evidence that you did business together.

Pausing and ending one

On the contact, each thing they hold has Pause, Resume and End beside its status.

Paused — they stay your customer, and member-only things close to them until it starts again. Being paused is the case people get wrong: still a customer of the business, not currently a holder of that item. Resume puts it back.

Ended — they become a former customer. Still in your records, still someone you have done business with, no longer holding the thing. Ending asks for a reason, which is kept in their history; nothing is deleted.

Something that came from another system you're synced with can't be changed here — that system owns it, and Qcom mirrors what it says.

Related

• Import what customers have
• Leads, contacts and customers
• Why a customer can't see something
• View a contact profile