Customer Management

Table of Contents

• Availability
• Target Audience
• Introduction
  • Typical Use Cases
• Features
  • Customer Data
  • Customer History
  • Customer Blocking
  • Customer Import and Export
  • Customer Search
  • Custom Fields
• Differences by Subscription
  • Differences by User Role
• Technical Logic and Edge Cases
  • Customer Deduplication
  • Data Privacy
• Configuration
• Best Practices
• Common Problems and Solutions
• Related Articles

Changelog

Availability

Customer management is included in all plans. Advanced features such as customer blocking and export are available from the Professional plan.

Target Audience

• Customer service staff
• Account administrators
• Sales representatives
• Data protection officers

Introduction

Customer management in Calenso enables central management of all customer data. Every customer who books an appointment is automatically captured. Existing customers are recognised on subsequent bookings and their data is updated.

In the customer area you have access to:

• Complete contact details
• Appointment history and future bookings
• Custom fields for additional information
• Ability to block problematic customers

The system supports importing existing customers and exporting for analysis or backups. Data management is GDPR-compliant with options for data deletion upon customer request.

Typical Use Cases

Medical practice with patient management: A practice maintains a digital record for each patient. When calling, the patient is identified by phone number and all past appointments are immediately visible. New appointments are automatically added to the patient record.

Car dealership with VIP customers: A dealership marks regular customers in custom fields. When booking, the sales consultant immediately sees whether this is an existing customer and which vehicles they have already purchased.

Consulting company with corporate clients: A company maintains customers with company name and contact person. Industry and company size are captured via custom fields. This enables targeted communication and reporting.

Fitness studio with no-show management: A studio blocks customers who repeatedly fail to attend appointments. The block prevents further online bookings until the situation is resolved.

Beauty salon with preferences: A salon stores customer preferences in custom fields: preferred staff member, allergies, favourite products. This enables personalised service.

Features

Customer Data

Standard Fields:

• Salutation (Mr, Ms, etc.)
• First name and last name
• Email address
• Phone number (mobile, landline)
• Date of birth
• Address (street, postcode, city, country)
• Company/organisation
• Comments/notes

Communication Settings:

• Email notifications enabled/disabled
• SMS notifications enabled/disabled
• Preferred language

Customer History

For each customer, the following is automatically logged:

Appointment History:

• All past appointments
• Future booked appointments
• Cancelled appointments
• Services booked per appointment

Communication:

• Sent emails (if logging active)
• Sent SMS (if logging active)

Customer Blocking

Problematic customers can be excluded from booking:

Blocking Criteria:

• Email address
• Name
• Email domain
• IP address

Blocking Behaviour:

• Blocked customers cannot book online
• Error message is displayed (configurable)
• Manual booking by staff still possible

See also: Security Features

Customer Import and Export

Import:

• Excel import for existing customers
• CSV import possible
• Field mapping during import
• Duplicate detection

Export:

• Complete customer export
• Filtering by criteria possible
• Excel and CSV format
• For backups and analysis

Customer Search

Search Functions:

• Full-text search across all fields
• Search by email
• Search by phone number
• Search by name
• Filtering by custom fields

Custom Fields

Additional fields for individual requirements:

Field Types:

• Text field
• Dropdown/selection
• Date
• Checkbox
• Number

Usage:

• Query in booking form
• Manually maintain in customer profile
• Use in search and filtering

Differences by Subscription

Differences by User Role

Technical Logic and Edge Cases

Customer Deduplication

With each booking, the system checks whether the customer already exists:

Recognition Criteria:

1. Email address (primary)
2. Phone number (secondary)

Behaviour on Match:

• Existing customer is used
• Data is updated (if newer information)
• Appointment is added to customer history

Behaviour for New Customer:

• New record is created
• All details are saved

Data Privacy

GDPR Compliance:

• Right of access: Export of customer data
• Right to erasure: Customer can be deleted
• Right to rectification: Data can be corrected

Data Deletion:

• Customer can be deleted upon request
• Appointment history can be retained or deleted
• Irreversible after confirmation

Configuration

Configure Required Fields

1. Navigation: Settings → Booking Widget → Customer Fields
2. Select Fields: Which fields are required
3. Save

Create Customer Manually

1. Navigation: Dashboard → Customers → New Customer
2. Enter Data: Fill in contact details
3. Save

Import Customers

1. Download Template: Dashboard → Customers → Import
2. Prepare Data: Fill in Excel file
3. Upload: Select file
4. Check Mapping: Assign fields
5. Import

Export Customers

1. Navigation: Dashboard → Customers → Export
2. Set Filter: Optionally filter by criteria
3. Choose Format: Excel or CSV
4. Export

Best Practices

Data Quality

• Validate email addresses
• Normalise phone numbers
• Keep addresses up to date
• Clean up duplicates regularly

Organisation

• Use custom fields for segmentation
• Maintain notes for important information
• Archive inactive customers

Data Privacy

• Delete data promptly upon customer request
• Document consents
• Limit access to necessary staff
• Export data only when needed

Blocking

• Document blocking reasons in notes
• Review blocks regularly
• Communicate clearly with affected customers

Common Problems and Solutions

Related Articles

• Appointments
• Security Features
• Booking Widget
• Notifications
• Audit Logs

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