Contact Management

At its core, the membership management system is a sophisticated database with an easy to use interface that allows you to track and summarize all relevant data regarding your contacts and members. Adding contacts and updating information is a snap. You’ll never lose your contact information and you’ll have access to your data anytime, anywhere.

Add a New Organization Contact

1. Click the Quick Actions button
2. Click Contacts - Add Organization
3. Fill in the Contact Information
   1. Phone, email or website - once this field is entered, a drop-down list will be displayed to select further details
   2. Address Information (optional)
   3. Individuals (optional)
4. Click Done

The new organization contact is now added to your database.

NOTE: Click the + button adjacent to an option to add additional contact information. For Example, click the + adjacent to Phone, email or website to add another contact option

Merge Organizations

The Merge Contacts functionality may be used if you have duplicate contacts in your database, if if your contact businesses have merged together.

1. Select Contacts in the left hand navigation panel.
2. Select the contact that you wish to merge into another contact.
3. Click the Actions button.

   

4. Select Merge Contact.

   

5. Enter the name of the organization to which you wish to merge.
6. Click Done.

All of the information (i.e. profile information, contacts, communication, billing, etc.) from the originating organization will be merged into the destination organization. You may wish to review/update memberships and recurring schedules.

Add New Contact - Individual

1. Click the Quick Actions Button
2. Click Contacts - Add Individual
3. Fill in Contact Information
   1. General
   2. Phone/Emails/Sites – when this information is entered, and additional text box will be displayed to provided further details
   3. Address
   4. Organization – you can associate the individual to an existing organization contact, or assign a new organization.
4. Click Done

Managing Contacts

Update a Contact Organization/Business Profile Information

The Profile tab for a contact provides the ability to update a variety of information about a business/organization.

1. Click Contacts in the Navigation Panel to view and search for the contact OR type the name of the contact in the header search box.
2. On the profile tab, you may update the following information:

Add Additional Contact Information

This function allows you to add additional email, phone, address information to a contact.

1. Click the + icon in the Contact Info Section.
2. On the Add Contact Info screen you may add additional phone numbers, email addresses, address information, etc. The system will recognize what type of information you are entering, and allow you to further classify it. For example, if you are entering a phone number, you will be able to select Toll Free, Main, etc.
3. Click Done when completed.

NOTE: In cases where the billing address is different than a physical or mailing address, you can differentiate that detail in an organizations profile. When adding address information, you can select the Usage of the address. This provides the ability to identify an address as shipping or billing. This is helpful when processing invoices, as the usage (as well as any notes you may have provided for the address) will be display in the address drop-down.

Editing Contact Information

Contact Info that has been previously entered may be edited by clicking the pencil icon adjacent to the item to be edited.

Note: When editing address information, you will be prompted to select whether the address should be updated for for other Contacts that have this same address. This is enabled by default. Deselect the check-box if you do not wish the address to be changed for all contacts.

NOTE: When editing an email address, and additional field is displayed Assistant Email Address. If this field is populated with an email address all emails sent to the main contact email will also be copied to the Assistant Email Address.

Add Additional Individual Contacts to an Organization/Business

1. On the Contact Profile tab, click the + sign adjacent to Contacts. The Add New Contact screen will display.
2. Enter the desired information for the new contact.
3. Click Done.

Provide Info Hub Access to new Individual Contact

Once you have setup a new individual contact in the database, you will need to send the log-in instructions to the Info Hub

NOTE: You must be on the individual's page not the business page to follow these instructions.

1. Click the Actions button to view common tasks.
2. Click User Login.

   

3. Select the access level you wish to assign to this individual.
4. Login Info

   • Username - this is the user name for the individual. If no user name is listed, the individual has never logged in.
   • Password Reset Email - This field will be populated with the email address entered when the individual was added to the system. You may change this if needed.
   • Send Login Instructions Email - Click this check-box to send an email to the individual which will provide the instructions to setup their log-in credentials.

5. Set Temporary Password - If the user already has log-in credentials, but has forgotten their password and wishes you to set a temporary password, enter the password here. The user would then be able to change their password in the Info Hub.
6. Click Done.

An automated email (example show below) will be sent to the individual.

The individual will be able to step through setting up access to the Info Hub.

Send Reset an Info Hub Password email to a User

If an Info Hub user has forgotten his/her password, you can send a reset password email from the individual's page.

1. Click the Actions button to view common tasks.
2. Click User Login.

   

3. Click the Send Password Reset Email check-box.
4. Click Done.

An email will be sent with instructions for resetting the password.

NOTE: A Forgot your Username or Password? link is displayed on the Info Hub log-in page, this allows the user to use his/her user name or email address to reset own password.

Set a Temporary Password for an Info Hub User

1. Click the Actions button to view common tasks.
2. Click User Login.

   

3. Enter a temporary password in the Set Temporary Password text box.
4. Click Done.

You may then send the password to the user.

NOTE: A Forgot your Username or Password? link is displayed on the Info Hub log-in page, this allows the user to use his/her user name or email address to reset own password.

Deactivate an Individual Contact

If an individual contact is no longer a part of a business organization, you may deactivate them. NOTE: It is not recommended that you delete individuals, as the database maintains historical information about you individuals.

1. On the Business Contact's Profile tab, click the pencil icon adjacent to the individual you wish to deactivate.

   

2. De-select the Active check-box. The End Date will automatically be populated with the current date.

   

3. Click Done.

The de-activated individual will no longer be associated to the business, however, an individual record will be maintained and the individual will have a status of non-member.

NOTE: The individual's access to the info hub is not automatically revoked.

Add/Remove a Business/Organization to Lists/Committees

1. On the Contact Profile tab, click the pencil icon adjacent to Lists/Committees. A list of the lists/committees that are configured in your system will be displayed. Those lists/committees to which the contact already belongs will be select. Deselect the check-box to remove the contact from a list/committee.
2. Click the check-box for those list/committees to which you wish to associate this contact.
3. Click Done.

NOTE: If you have a very long list of lists/committees, you can filter the list by selecting a Category.

Update a Business/Organization Categories

1. On the Contact Profile tab, click the pencil icon adjacent to Categories. A list of the categories that are configured in your system will be displayed. Those categories to which the contact already belongs will be selected. Deselect the check-box to remove the contact from a category.
2. Click the check-box for those categories to which you wish to associate this contact.
3. Click Done.

NOTE: You may also update business categories on the Web Content page.

Assign Staff to a Business/Organization

1. On the Contact Profile tab, click the + icon adjacent to Assigned Staff.
2. On the Assigned Staff screen:

   • Select a Related Person' from the drop-down list. All of your staff members will be displayed in the list. You may add additional related persons by clicking the + icon.
   • Select a Relationship Type from the drop-down list. You may add relationship types by clicking the + icon.

3. Click Done.

Add Related Organizations to a Business/Organization

1. On the Contact Profile tab, click the + icon adjacent to Related Organizations.
2. On the Related Organization screen:

   • Type in the Related Organization name. If the related organization exists in the database, the field will automatically populate. If the related organization does not exist in the database, you will first need to set it up as a contact prior to setting up the relationship.
   • Select a Relationship Type from the drop-down list. NOTE: You can add additional relationship types on the Setup screen, under Miscellaneous > Contact Relationship Types.

3. Click Done.

Update a Business/Organization Directory Listing

How a contact is displayed on your web-site can be configured and updated on theMore Info tab of a contacts page. You can maintain internal notes, fill in description of the contact, enter key words, and manage custom fields.

You can also manage a contacts directory listing and web content of the Web Content tab of the contacts page.

1. On the Web Content tab, click the Add Directory Listing button.

   NOTE: If a directory has already been configured for the contact, you may click the pencil icon in the actions column to edit that directory.

2. On the Add/Edit Directory Listing screen, configure the following (NOTE: The options that will be displayed for configuration will be dependent on your directory type listing configuration):

   • Directory - Select the desired directory from the drop-down list. This list will be populated with the directories that you have configure in your system.
   • List Level - Select the desired Directory Listing Type from the drop-down list. The list will be populated with the directory listing types you have configured in your system.
   • Alternative Display Name (Leave Blank if Same as Contact) - This option allows you to enter a name other than the contact name to be displayed on the web-site. You will leave this field blank if you wish to display the contact name that is in the database.
   • Short Description (Max length: 255 characters) - Enter a short description of this contact. This information may be displayed on the web-site when the contact is first displayed.
   • Description - This description is a more complete description of the contact which is displayed when the contact is selected on the web-page.
   • Keywords - Enter key words which can be used to search for this contact.
   • Categories - Enter the directory categories under which this contact will be listed.
   • Highlights (for Directory) - Enter highlights for this contact.
   • Images - You may add images for this directory.

3. Click Done.

Working with Contact Custom Fields

Custom Fields are designed to give ultimate flexibility in managing your data. When adding a custom field, you will create a database field that is available for tracking additional desired information about the contact.

Add a Contact Custom Field

1. In the Contact's record, click the More Info tab. Currently created custom fields will be displayed at the bottom of the page. You can close or expand sections by clicking the drop-down arrows on the right hand side of each section. If you have a large number of custom fields, you can enter text into the filter box to locate a particular field.

   

2. Click the Manage Custom Fields button.

   

3. Click the icon.

   

4. Configure the following:

   • Field Area - The field area will default to Business and should not be changed. This indicates that this custom field will be available as a contact field.
   • Name - Enter a name for the custom field. This will be used internally by the database.
   • Display Name - Enter a display name. This is the field that will be displayed on screens in your system, as well as on forms presented to the public.
   • Custom Field Data Type - Select the data type for the custom field.

   NOTE: Selecting Drop-down will allow you to setup a list of options, and one option may be chosen. Selecting Drop-down with fill-in will allow the user to fill in an option. Multi-choice would allow the user to select more than one option.

   • Usage/Behavior - (Optional/Advanced Option) Select the expected usage/behavior of this custom field. IN DEVELOPMENT.
   • Group/Section - (Optional) Select the desired group section of this custom field. The group/section indicates where the field will be displayed on the More Info tab. You can add additional groupings by clicking the icon.
   • Characters Allowed - This option would limit the number of characters that could be entered in a text box response. If you have selected a text box option (text or multi-text) you MUST enter in the number of characters allowed, and the value may not be 0.
   • Properties - Define the properties for the custom field:
     • Public - Select this check-box if you wish this field to be displayed for the public. For example, if you are creating a custom field for a membership application form, you will want to ensure this checkbox is selected.
     • Member Editable - (Advanced Option) Select this check-box if you want to allow members to view and edit this field in Info Hub. The Info Hub user must have the appropriate access level to edit the field.
     • Required - (Advanced Option) Select this check-box to make this field required.
     • Archived - (Advanced Option) If you no longer wish to use this custom field, select this check-box.

5. Click Done.

Manage Contact Communications

All communications with a contact are logged on the contact's Communications tab.

Send Email to Contact

1. On the contact's Communications tab, click the Send Email button.

Contact Activity

You may view activity related to your contacts on the Activity Tab. The following categories of activity will be displayed:

• Membership: New membership added, renewals, drops, reactivations, upgrades, downgrades, adjustments and deleted memberships. Additionally, a purchase activity will be logged when a new membership is purchased.
• Events: Event submissions, event registration deletions, event registrations, event cancellations,
• Sales Funnel: New sales opportunity and closed sales opportunity.

Manage an Individual Contact's Billing

On the contact's Billing tab, multiple billing functions may be performed.

View an Individual Contact Balance

The balance for an individual contact will be displayed in the Balances section of the contact's Billing tab. This section will also display any credits the contact currently has.

View an Individual Contact Recurring Fee Schedule

The recurring fee schedule for an individual contact may be viewed in the Billing Fees and Schedule section of the contact's Billing tab. Click Here for further information on setting up the recurring fees schedule.

View/Delete/Add an Individual Contact Stored Payments

Contacts may choose to store payment methods from the Info Hub, or may request that you store a payment from the back-office. Payment methods that have been stored for a contact may be viewed in the Stored Payments Profile section of the contact's Billing tab. Stored Payment Profiles are available for IPP (Stripe), Authorize.Net, and Bill Highway.

NOTE: Credit Card numbers are masked.

You may delete a stored payment by clicking the hyper-link for the payment in the Profile Name column.

Add a New Stored Payment

1. Click the the + button in the Stored Payments Profile section of the contact's Billing tab.

   

2. Type - Select Integrated Payment Processing, Authorize.Net DPM or Bill Highway.
3. Payment Gateway - Select the appropriate payment gateway from the drop-down list.
4. Enter Card Information.
5. Click Done.

Manage an Individual Contact's Invoices/Payments

Transaction History for an individual contact may be viewed and managed in the Billing History section of the contacts Billing tab. From this tab, you will be able to accept cash/check/credit card payments, create write-offs, download or email invoices.

Accept Payments

Accept a Check Payment

1. Click the drop-down arrow on the Actions button for the invoice you want to pay. Click Enter Check.

   

2. Enter the following:

   • Payment From - This will automatically be populated with the name associated to the invoice.
   • Payment Date - The date will default to the current date, and may be changed.
   • Check Number - Enter the check number as a reference number.
   • Amount - Enter the amount of the check.
   • If multiple invoices are displayed, select the invoice to which this payment is to be applied.

3. Click Done.

Accept a Credit Card Payment

1. Click the drop-down arrow on the Actions button for the invoice you want to pay.
2. Click Enter Credit Card.
3. Enter the following information:

   • Payment From - This will display the member the invoice was sent to. You may change this if necessary.
   • Stored Payment Methods If a credit card has been stored for this member, you will be able to select this payment from the list.
   • Card Information - Select the appropriate Payment Gateway.
   • Enter Card Information - Enter the required credit card information fields.
   • Store Payment Info For Future - if the member wishes you to do so, you may click this check-box to store this credit card number for future use.
   • Amount - enter the amount to process in this transaction. The amount due on the invoice will be displayed by default, but you may change this.
   • If multiple invoices are displayed, select the invoice to which this payment is to be applied.

4. Click Done to process the credit card payment.

Accept Cash Payment

On an individual contact's Billing tab

1. Click the drop-down arrow on the Actions button for the invoice you want to pay.
2. Click Enter Cash.
3. Enter the following:

   • Payment From - This will automatically be populated with the name associated to the invoice.
   • Payment Date - The date will default to the current date, and may be changed.
   • Amount - Enter the amount of the check.
   • If multiple invoices are displayed, select the invoice to which this payment is to be applied.

4. Click Done.

Create A Write-off

1. Select Billing in the Navigation Panel.
2. Click the Invoices tab. Customize the list to display only unpaid invoices to make it easier to locate the invoice you wish to write-off.
3. Click the Create Write Off icon in the Actions column.

   

4. Configure the following as necessary:

   • Write Off Date - The date will default to the current date.
   • Notes - This field is for internal use and is a required field.
   • Purchase Details - This field displays the invoice details, and may not be edited.
   • Write Off Items - This field displays the fee items on the invoice, and the associated account. The Write Off Amount will be populated with the original amount on the invoice.

5. Click Done to complete the write-off.

Create a Refund

1. On the Contact's Billing tab, click the down arrow in the Actions column for the payment that you wish to refund.

   

2. Click Create Refund.

   

3. Enter Notes.
4. The amount of the payment is automatically displayed as the Refund Amount. If you wish to give a partial refund, you may over-write the Refund Amount. NOTE: If the payment has already been refunded, the Refund Amount will display 0.
5. Click Done.

NOTE: You may also create refunds within the Billing module. Click Here for more information.

Contact Management Reports

Contacts Report

The Contacts Report provides you the flexibility to generate a list of your contacts based on a variety of different criteria, as well as custom filters. For example, if you wish to generate a list of all of you prospective members, you can filter the report based on Membership Status.

The following standard filtering criteria are available:

• • Membership Status
  • Membership Type
  • Contact Type
  • Assigned To
  • List/Committee
  • Tags
  • Last Communication Date
  • Directory

You may choose to display only Primary Reps or Active Reps in your results.

1. Click Reports in the Navigation Panel
2. Select Contacts Report.
3. Select your search filtering criteria.
4. Click Run Report.

You can perform the following actions with the report by clicking the down arrow on the Run Report button:

• Export as PDF
• Export as Excel.
• Export Summary as PDF
• Export Summary as Excel
• Email Report
• Add to List - This option will allow you to add the members to an existing list, or create a new list (by clicking the + button on the Add Contacts to list screen). This can help you in sending emails to this group as necessary.

NOTE: When creating a list from the Contacts report, the Organization will be added to the list, along with the email associated to that organization (in the Contact Info) if you have selected Organization as the Contact Type. If you select Individuals as the Contact Type, when you create the group, the individuals, along with their associated emails will be added to the group.

• Save as New Report - If you want to use this report with the same filtering options in the future, you can save the report.

NOTE: You can make the Contacts Report available to your members in the Info Hub. Fields that would not be displayed in the Info Hub report are: Balance, Credit Balance, Last Communicated with, Last Communication Date. Click Here for instruction on exposing the Contacts Report in the Info Hub.