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Customer Engagement (CRM)

What is this module?​

The Customer Engagement module is your complete CRM (Customer Relationship Management) system designed specifically for F&B operations. It helps you build lasting relationships with guests, reward loyalty, drive repeat business, and manage online ordering channels. This module transforms one-time visitors into regular customers through personalized marketing and targeted promotions.

Key Features​

  • Customer Profiles & Consent: Maintain comprehensive guest information with proper data privacy controls
  • Promotions & Loyalty: Create campaigns, distribute coupons, manage points programs, sell gift cards, and establish membership tiers
  • Online Ordering: Publish your menu to web and mobile platforms with configurable delivery zones and fees
  • Notifications: Engage customers through Email, SMS, Push notifications, and In-app messaging

Workflow Overview​

  1. Customer Registration: Capture guest information at first visit or online signup
  2. Loyalty Enrollment: Enroll customers in points or tier-based programs
  3. Campaign Creation: Design targeted promotions based on customer segments
  4. Order Placement: Customers order via POS, web, or mobile app
  5. Reward Redemption: Customers use points, coupons, or gift cards
  6. Engagement: Send personalized notifications about offers and updates

Configuration Checklist​

Before launching Customer Engagement features, ensure you have:

  • Defined customer data fields and consent requirements
  • Configured loyalty program rules (points earning/redemption rates)
  • Created customer membership tiers with benefits
  • Set up online ordering platform with menu publishing
  • Defined delivery zones with fee structures
  • Configured notification channels (Email/SMS providers)
  • Created initial promotional campaigns
  • Established data privacy and GDPR compliance settings
  • Set up gift card denominations and terms

Customer Lifecycle​

Acquisition​

  • Online ordering platforms expand your reach
  • Promotions attract first-time customers
  • Social media integration drives awareness

Engagement​

  • Personalized offers based on order history
  • Birthday and anniversary campaigns
  • Push notifications for timely promotions

Retention​

  • Points-based loyalty rewards
  • Tier upgrades with exclusive benefits
  • VIP treatment for top customers

Win-Back​

  • Automated campaigns for inactive customers
  • Special comeback offers
  • Re-engagement through targeted messaging

User Roles​

Typical users of this module include:

  • Marketing Managers: Create campaigns and analyze customer behavior
  • CRM Administrators: Manage customer database and segments
  • Store Managers: Enroll customers and process loyalty redemptions
  • Customer Service: Handle gift card issues and customer inquiries

Integration Points​

  • POS System: Automatically capture customer data during transactions
  • Online Ordering: Direct integration with web/mobile ordering platforms
  • Analytics: Customer behavior and campaign performance reporting
  • Notification Services: Email/SMS gateway integrations

Privacy & Compliance​

Unidiner's Customer Engagement module respects data privacy:

  • Consent Management: Track customer opt-in/opt-out preferences
  • Data Security: Encrypted storage of personal information
  • Regional Compliance: GDPR-ready with customizable privacy policies
  • Right to Forget: Tools to handle data deletion requests
  • Front of House: Loyalty redemption and customer identification at POS
  • Back Office: Promotion pricing connects to menu items
  • Analytics: Campaign performance and customer lifetime value reporting