At a Glance • Key Takeaways
- Automated Efficiency: Streamline online bookings, live availability scheduling, and customer communication without manual intervention.
- Live Capacity & Conflict Prevention: Prevent double-booking across staff, rooms, activity sessions, or rental fleet assets in real time.
- 0% Platform Booking Fees: SmartBookings does not charge transaction fees or take percentage cuts of your ticket sales or customer payments.
1. Searching & Locating Customer Records
SmartBookings maintains a centralized CRM record for every customer who books online or via your front desk.
1 Click Clients in the left sidebar menu (or use the top quick search bar).
2 The Customer Search screen loads with instant filtering. Start typing any part of the customer's name, email address, telephone number, or postcode.
3 Click Select next to the matching record to open the customer profile dashboard.
4 If the customer is new, click Add Customer in the top right to create their account manually.
2. The Customer Record Navigation Bar
Once a customer is selected, a top action bar appears allowing you to manage their account:
- Contact Details (
clientGeneralDetails.aspx): Name, email, mobile phone, address, emergency contact, and marketing consent status.
- Existing Bookings: Complete booking history across all past and future sessions, with links to view, amend, or reprint tickets.
- Add New Booking: Starts an immediate booking flow pre-filled with this customer's details.
- Email / SMS History: Complete log of all automated emails, reminders, and notifications dispatched to the customer.
- Notes (
clientNotes.aspx): Internal staff notes.
- Passes (
ClientPasses.aspx): View active season passes, multi-visit punchcards, and remaining visit balances.
Helpful Examples of Internal Customer Notes:
- Special Needs & Allergies: "Severe peanut allergy — caterer notified for birthday party."
- Loyalty & VIPs: "Annual Family Pass holder — grand opening attendee."
- Accessibility: "Requires ground-floor party table or wheelchair-accessible golf course access."
3. Cleaning Up Duplicate Customers
If a customer booked using slightly different names or phone numbers, you can merge duplicate profiles:
- Go to Reporting > Duplicate customers (
DuplicateCustomers.aspx).
- The system identifies potential duplicates by matching email addresses or phone numbers.
- Select the master record and click Merge to consolidate all booking histories into one primary account.
4. Exporting Customer Data (GDPR Compliant)
To export customer lists for email marketing campaigns:
- Go to Reporting > Export customer data (
Customers_Export.aspx).
- Filter by "Only show if consented to marketing" to maintain strict GDPR compliance.
- Click Export CSV to download a spreadsheet with names, emails, and phone numbers.
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Frequently Asked Questions
How do I find a customer's past booking history and total spend in SmartBookings?
Go to Clients (Clients.aspx) and search by surname, email, phone number, or postcode. Opening any customer record displays their complete chronological booking history, total lifetime spend, attended sessions, and outstanding balances.
Can staff add private internal notes or medical warnings to a customer's profile?
Yes. Each customer profile contains a dedicated 'Staff Notes' field where team members can record helpful operational notes, allergy alerts, VIP preferences, or authorized collection contacts.
How does SmartBookings merge duplicate customer profiles created with different emails?
Under Client Management, you can use the Profile Merge tool to combine duplicate accounts into a single master profile, consolidating all past bookings, loyalty passes, and notes under one verified record.
Can I export customer email lists for marketing campaigns in compliance with GDPR?
Yes. SmartBookings provides GDPR-compliant customer export tools that filter by marketing consent opt-ins, allowing you to export verified email lists to Mailchimp, Klaviyo, or CSV.
How are customer contact details protected and secured within the admin portal?
All customer data is encrypted in transit and at rest. Role-based permissions allow venue owners to restrict operator staff accounts from viewing sensitive contact information or exporting client databases.
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