CRM

CRM (the page Customer relationships) helps you look after your customers: "Understand customer activity, follow up on service dates, and send one-time offers with consent." It has two tabs. Overview shows how your customer base is doing and which bikes are due for service. Offers lets you send a one-time offer email from a ready-made template to customers who have agreed to receive marketing.

Who can use this

Task	Who
Open CRM and see Overview	Owner, Manager and Branch Manager
Send an offer, preview it, send a test	Owner, and staff the Owner has given the ability to send customer offers

Team Members don't see CRM. See Roles and permissions.

Before you start

• Offers only go to customers who have an email address and Marketing consent on their customer record. Record consent only when the customer has agreed to it. See Customers and bicycles.
• To include a discount code in the offer, create the voucher first in Rewards. See Loyalty and rewards.
• Fill in your shop name, logo, address and contact details in Settings → General → Shop profile. They appear in every offer email.

Key concepts

Concept	Meaning
Marketing consent	The customer's permission to receive promotional email. It is separate from service emails (receipts, repair updates), which don't need consent.
Offer template	A ready-made email design from Kadenio. You choose one and write your own title and text; the layout, unsubscribe link and consent check stay the same.
One-time offer	One email per eligible customer, sent once. It is not a newsletter or a recurring campaign.
Unsubscribe	Every offer email has an unsubscribe link at the bottom. A customer who unsubscribes no longer receives offers.

The offer templates

Template	Use it to
Service offer	Bring bikes in for a service or repair.
Seasonal offer	Promote gear and accessories for the season ahead.
New arrivals	Show new bikes and products in the shop.
Thank you	Reward regular customers with a little extra.
Event	Invite customers to an evening, ride or workshop.
Sale	Clear stock with a time-limited sale.

Each template comes with example text in your language, so you can start from a finished email and adjust it.

The Overview tab

• Key figures: Total customers, Customers with email, Marketing consent, Bicycles on file, Active customers, Repeat customers, New in 30 days, Overdue service follow-ups and Service due soon.
• Service follow-ups: bikes whose service is overdue or due soon. Select Open customer to contact the customer or review the bike's history.
• Top customers by paid spend and Recently added customers, each with Open customer.

How to send an offer

1. Open CRM and select the Offers tab.
2. Under Offer template, pick a template. The form is filled with example text.
3. Adjust the content:
   • Offer title (required): the headline and the email subject.
   • Offer description (required): what is included and why it is useful.
   • Offer value (optional): shown large in the email, for example "20% off".
   • Valid until (optional): the last day of the offer.
   • Call to action (optional): the text on the button. The button opens your shop's website, or calls your shop if you have no website.
4. Optionally, under Attach a voucher, choose a voucher. Its code is shown prominently in the email. Each voucher can be attached to one offer only.
5. Check the Email preview on the right. It shows exactly what customers receive and updates as you type. Switch between desktop and mobile size with the icons above it.
6. Optionally, select Send a test to me to receive the email at your own address first.
7. Under Recipients, keep Send to all customers with consent, or choose Choose specific recipients and tick the customers.
8. Select Send one-time offer. In Send this offer now?, check the number of recipients and select Queue offer. You see "Offer queued for delivery."

Tip

If you switch template after editing a field, your own text is kept. Only fields that still show the previous template's example text are replaced.

What the customer receives

The email carries your shop's name and logo at the top and your address and contact details at the bottom, with replies going to your shop's email address. Below the headline it shows your description, the offer value (or the voucher code), the validity, and the button. The preview uses a sample name and hides the voucher code; real emails greet each customer by name and show the full code.

Rules to know

• Only customers with an email address and Marketing consent can receive offers. Consent is checked again just before each email is sent.
• Offer title and Offer description are required. The end date can't be in the past.
• An attached voucher must be active, not expired, and have enough uses left for all recipients.
• You can't write your own HTML or change the email layout.

What happens next

• The offer appears under Offer history with its status: Queued, Sending, Completed, Partially sent, Failed or Cancelled, and how many emails were sent.
• Emails go out in the background. A customer who has lost consent or their email address in the meantime is skipped.
• When a customer uses the voucher at the till, it is recorded as usual. See Loyalty and rewards.

Not available in this version

• Recurring campaigns, newsletters and automated follow-up sequences.
• Customer segments or filters beyond choosing specific recipients.
• Text messages (SMS) or WhatsApp offers.
• Open and click statistics.
• Images in offers, or your own templates.

Common questions / problems

Symptom	Cause	What to do
"No customers are currently eligible."	No customers have both an email address and Marketing consent	Ask customers for consent and record it on their customer record.
A voucher isn't in the list	It is inactive, expired, or already attached to another offer	Create a new voucher in Rewards.
"The offer could not be queued."	The voucher doesn't have enough uses left, or a connection problem	Check the voucher's usage limit; try again.
"The test email could not be sent."	Your account has no email address, or email delivery isn't working	Contact Kadenio support if it continues.
The button in the email does nothing useful	No website or phone number in your shop profile	Add your website or phone in Settings → General → Shop profile.

Related pages

• Customers and bicycles
• Communications and reminders
• Loyalty and rewards
• Settings
• Glossary