The Patron Record, AKA The Patron Profile, is a repository for all of the information about a particular patron in your Ovationtix database. It holds and updates information like the patron's physical and email address, order history, fundraising activity, and much more.
In this article, we're going to review nearly every aspect of the Patron Record. As such, it's going to cover quite a bit of ground. Feel free to take advantage of the links below to jump to a part of the article you'd like to view.
FINDING THE PATRON RECORD
There are a few ways to get into the Patron Record.
1. Using the Patron Search function. To use this function, hover over Search, near the top of the screen, then click Patron Search:
This will bring you to a screen where you can enter information in order to find the patron that you're looking for:
Enter your patron's name, email, or any of the other fields, then click Search. This will make search results populate on the bottom of the screen:
Just click the Patron ID of the patron you're looking for, and you'll be brought to their account.
2. Another way to find a Patron Record is by first getting into a Detail of Order, and then clicking the patron's name:
That will also whisk you away to the patron's Patron Record. If you need more information about the Detail of Order, check out THIS ARTICLE.
3. The final method of getting into a Patron Record is to click on a patron's name anywhere it's listed as a blue link. You can find these on the Who's Coming List, the Patron Report, or My Reports, for example. Just click on their name, and off to the Patron Record you go.
Now that we know how to find a patron's Patron Record, let's talk about what you can view and do in that record.
First, you'll see an option for a photo:
Patron's cannot upload this, nor can they see it when they log in online. This is a completely optional feature should you choose to obtain and upload a picture of a patron for your records.
Next, you'll find an option to reset password:
If you click this button, an email will be sent to the patron's primary email address automatically, with instructions on how to reset their password.
Finally, you will see an option to opt your patron into your email list:
Just click the check box, and they'll be opted in. For more information on what this means, check out This Article.
Next, let's discuss your patron's basic information.
As you work your way further right along the top of the Patron Record, you will find the following information available for edit:
Let's break this down one bit at a time.
First, towards the top, you'll see the Individual Number:
This is the unique, 8 digit number assigned to the patron when they were created. You can use this number to search for your patron, or distinguish them from other patrons.
Next, you'll see the patron's name, followed by their Patron ID, Custom ID, and Household.
Patron ID is the same thing as their Individual Number. You cannot edit this.
Custom ID is something you can assign a patron, and they can use that to log in instead of an email/password. This isn't used all that often, but if you're interested in using this feature, feel free to contact the Client Services team.
Households have recently been overhauled, and now offer quite a bit of utility! Click HERE to learn more!
If you want to edit a field in this square, click on it, and any field that can be changed will be editable. When you're done, click Save.
Next, you'll see the patron's Patron Categories. Patron Categories can be used to filter for patrons in your various reports, and you can choose to see them on your Who's Coming List, if you wish.
If you click on the + symbol next to where it says Categories:
You will open a window which will allow you to edit the patron's Patron Categories:
The categories on top are the ones that the patron currently has on their record. Click on them to remove them. The categories on the bottom are not on the patron's record. Click on those to add them.
If you wish to add a Patron Category, click Create a new Category. This will open a new window, which will allow you to create a new Patron Category:
Just type in the new category you'd like to add, and click Add. This category will now be available for all of your patrons. When you're done adding your category, you'll see an "x" in the upper right hand corner of the screen. Click that, and you'll be brought back to the Patron Record, where you can add the new Patron Category to the Patron Record.
As you continue to scan right on the Patron Record, you will see this information:
Click Sell Tickets to this patron to be brought to your Quick Sell Plus screen, where this patron's information will be automatically loaded.
Click on any of the other Contact Details to edit them.
Underneath the Basic Information and to the left, you will find the patron's Contact Information. This is where you can set and edit the patron's address, phone number, and more. It looks something like this:
If you click where it says Edit, you can edit all of this information, like so:
A few things to keep in mind when editing this information:
Communication Preference - You can use this to sort patrons using the Patron Report. For example, you can pull a list of patrons who want to be contacted via email, or exclude patrons who do not want to be contacted.
Addresses - This is where you set the patron's Primary Address, which is the address that will appear when searching for your patron using various reports. You can also use the Add Address button to add an address. For example, you could give the patron a specific and different Shipping Address, if they want to have items or tickets shipped to somewhere that is not their Primary Address.
Phone - This is the patron's phone number. As you can see, you have the ability to list more than one, if you'd like.
E-Mail - The patron's email(s). The first email listed, AKA the Login Email, is the patron's primary email. This is the email that will appear on reports, and it is the email that will receive any Email Confirmations. You also have ability to add back-up Alternate Emails, if you wish. Nothing will be sent to an Alternate Email automatically.
If you change anything, be sure to click Save when you're done.
As you continue to scan down the left-hand side of the screen, you will see the patron's Additional Information:
Just like it says on the box. This is additional information you can add to the Patron Record if you want to. None of it is required, but you can include it should you choose when pulling lists of patrons using the Patron Report.
To edit, click Edit, then click Save when you're done.
Next, you'll see an option to add Relationships:
Click the Relationships pull-down, and you will see a long list of potential Relationships. Pick one, and then start typing the name of the patron in question in the field to the right. You will see suggestions pop up, like this:
Select the patron you're looking for, and then click Save.
If you visit the Patron Record of the patron that you selected, you will see the relationship has been added for them as well. You can also use Relationships as filters in the Patron Report.
You will also find the option to Create Household in this area of the Patron Record. For more information on Households, click HERE.
Underneath Relationships, you'll find Notes:
Using the Notes field, you can leave important information about the patron that you can't find elsewhere on the Patron Record. Patrons cannot see these notes.
At the very bottom of the left hand side of the screen, you'll see your options for Merging the Patron Record.
For information on how to merge patron records, check out This Article.
As you scan back up to the top of the screen and start working your way down again on the right, you will see a box labeled as Credit Balance.
This is where you can see the balance of any Credit Vouchers or Gift Cards that the patron has. You also have the option to register a patron's Gift Card Code in this section of the Patron Record.
Please note, that in order to use Patron Credits, you need to be on your own private merchant account. If you're using the OvationTix shared merchant account, it is not possible to use Patron Credits.
If you click View Details underneath the Patron Credit Available Amount, you will be brought to this screen:
Here you can see the order that the credit originated from by clicking on the Order ID Number, or find the option to pay the credit out to the patron by clicking on the Voucher ID.
Next to the Patron's Patron Credit, you will see their Gift Card balance. This amount is the total amount of money from Gift Cards that they have associated with their account. If you click View Details under Available Amount, you will be brought to this screen, where you can view Gift Cards assigned to and purchased by the patron:
As you can see, this patron does not have any Gift Cards.
If you click where it says Register Gift Card Code:
You will be prompted to enter a code from an existing gift card
After entering the code and clicking Register, the gift card will be registered to the patron. The next time you load the patron up in your box office, their Gift Card balance will be updated and ready to use.
For more information on Gift Cards, check out This Article.
Next up, you will see the option to add Tasks to the Patron Record.
Using Tasks, you can give yourself and your staff reminders of things that need to be done for particular patrons. For more on Tasks, check out This Article.
Next up, you will see this module, for any Flexible Ticket Packages the patron has purchased/been given:
Let's go over the various columns that we see here.
Type - These are the various active Flexible Packages the patron has associated with their patron record
ID - These are the unique ID's associated with each Flexible Package. Every Flexible Package has its own ID.
Tix Redeemded - Any tickets that patron has redeemed from their Flexible Package
Tix Avail. - The total number of tickets in the package when the patron received it. Please note, that this number will never go down. To get the total number of tickets left in the package, subtract the Tix Redeemed from the Tix Avail.
On the bottom left of this box, you will see these options:
View Details will bring you to this screen, where you can see when packages were purchased, any tickets redeemed from the package, when it expires, and more:
Redeem Packages will bring you to the Quick Sell Plus screen with the patron record you're currently looking at loaded, so you can redeem from their packages.
This section shows you the total amount the patron has given in both actual donations and soft credits, which gives you their Total Contribution Amount.
You can see any Soft Credits the patron has give in the next section of the Patron Record:
For more information on Soft Credits, check out This Article.
In the next section, you can receive a donation, see donations the patron has made, and view/edit the patron's Donation Potential.
Donation Potential allows you to enter the amount of money you think the patron might give you. If you click Edit, it will give you the option to change the potential, which you can adjust at any time:
Receive Donation is a way to take in donations that have occurred in the past. For example, if you've been sent a number of checks from patrons, and have been waiting to enter them all into OvationTix in one sitting, but would like to record the date that you actually received the donation from your patrons, you can do that using Receive Donation.
After clicking Receive Donation, you will brought to this screen:
As you can see, this is a fairly straightforward form that you can use to enter donations. The main things to keep in mind about the Receive Donation function:
It is usually used to take donations that have occurred in the past
You cannot use a credit card as a form of payment
The Order History is just that - a history of the patron's orders.
The Order History lists up to 5 of the patron's latest transactions, and if you want to see the entire list, just click View Details. It also gives the total of how much the patron has paid in his or her transactions, the number of orders, and the number of tickets.
Milestones lists several important moments for the Patron Record. As you can see, there are 5 potential milestones, as listed below:
Finally, we have the Checkout Questions. This section will list any answers to Checkout Questions the patron has answered. It will list 3 by default, and if you would like to see more, click View all checkout questions.
For more information on Checkout Questions, take a look at This Article.
As you can see, the Patron Record houses quite a bit of information about your patron. That said, it's easy to update, and all of that information is easy to access.
As always, if you have any questions, feel free to reach out to your Customer Success Rep, or the Client Services team.