Why centralise a customer’s history when you have several activities
The same customer can buy from several of your businesses. Seeing their whole history in one place changes how you answer them.
A customer who buys from your online shop, asks your agency for a quote and writes on WhatsApp to your shop is only one person. Yet each activity sees them as a stranger. The result: they repeat the same information and feel less well served.
What you gain by seeing everything in one place
- Reply knowing their past purchases and requests.
- Spot your best customers, across all businesses.
- Avoid duplicates: the same person recorded under several names.
- Pass useful notes to the team (preferences, past complaints).
How to recognise the same customer
The most reliable is the email address or the phone number, which are rarely shared between two people. The name alone can be confusing: two customers can have the same name.
The team’s notes
A purchase history does not say everything. A note like “prefers being called in the morning” or “complaint settled in March” is gold for the person who answers next.
Respect confidentiality
Keep only useful information and limit access to the people who need it. A customer must be able to ask for their data to be erased.
With Pilot-Biz
Pilot-Biz automatically groups a customer recognised by email or phone, even if they appear in several of your businesses. The record gathers their purchases, messages, requests and the team’s notes.