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TouchBistro Loyalty – Using TouchBistro Loyalty with TouchBistro POS

Introduction

This guide will show you:

1. How to create and manage loyalty accounts in TouchBistro POS.

2. How you can help your customers claim rewards.

3. How rewards are reported in TouchBistro POS and TouchBistro’s cloud portal.

Before You Begin

Update TouchBistro POS to the Latest Version of TouchBistro

Before you enable Loyalty on your cloud portal, you must update TouchBistro to the latest version. To find the latest version check your iPad’s App Store and see if an update is available. (Note: if you are using a Mac computer as your Pro Server, ensure you also update your Pro Server after. updating your iPads.)

Enable in TouchBistro Cloud Portal

1.  Login to your TouchBistro cloud portal.

2. Click App Marketplace.

3.  Locate your TouchBistro Tableup Loyalty “chicklet” and click Set Up.

4.  Select Enabled. You might want to make a note of your Venue ID. Your TouchBistro Loyalty onboarding person will have it, however. Click Save.

5. Login to TouchBistro POS as an Admin and tap Admin | Admin Settings | Restaurant Information. Scroll down and tap Refresh License.

6. To verify TouchBistro Loyalty is enabled, you can go to a Checkout screen and verify you now have a Loyalty button under Payment Options.

Enable the Display Of 100% Discounted Items

By default, TouchBistro will not display 100% discounted items on the guest check. You might want to turn this on as a way to help customers and staff understand which rewards were claimed on bills. To do this:

1. Login as admin and tap Admin | Admin Settings | Bill & Order Number. Tap Bills / Guest Checks.

2. Enable Print 100% Discounted Items and then tap Done.

Creating a Loyalty Account

There are two ways to setup a customer for a new loyalty account:

From the Checkout Screen

1. On the Checkout screen, tap Loyalty.

1. Tap the New Account tab and then complete each field. The Phone Number field needs to start with a 1 for the North American dialing code.

2. Tap Create Account when you’re done.

3. You will be returned to the Checkout screen. You can tap Loyalty again and re-enter the phone or email credentials to check the account in and ensure the person gets points for this purchase.

From the Options Menu

Any staff member with access to the floorplan has the ability to create a new loyalty account. To do this:

1. Tap Options | Loyalty Account.

2. Tap the New Account tab and then complete each field. The Phone Number field needs to start with a 1 for the North American dialing code.

3. Tap Create Account when you’re done.

Checking a Loyalty Account Balance

Any staff member with access to the floorplan has the ability to check the point balance of a loyalty account. To do this:

1. Tap Options | Loyalty Account.

2. Ask the customer for the email or phone number they used to register their account and enter it. The phone number requires the “1” country code. Do not enter any separator symbols like – or ().

3. Tap Search for Loyalty Account.

4. TouchBistro will show you the customer’s point balance.

Earning Points

On our TouchBistro Loyalty dashboard, we created a simple loyalty program that lets customers earn 1 point for every dollar spent (you can change this ratio if you want). If you’ve not yet created one, customers will not be able to earn loyalty points until you create a spend-based loyalty program.

1. On the Checkout screen, tap Loyalty.

2. Ask the customer for the email or phone number they used to register their account and enter it. The phone number requires the “1” country code. Do not enter any separator symbols like – or (). The customer is now checked in and will collect points for the purchase upon paying for the bill.

3. You will see the name on the account and the current point balance. You may want to verify the customer name. If you accidentally entered the wrong phone number or email, tap Switch Accounts and start again. Else simply close the dialog box. We’ll see later how to use the Redeem Rewards option.

4. Use a Payment Option to close the order.

5. Close the bill as normal.

6. If we were to return Options | Loyalty Account and checked the customers point balance after closing the bill, you would see our customer has earned points on the pre-tax, pre-tip, post-discount amount. She spent $10 and based on our 1:1 loyalty program, she earned 10 points.

Redeeming a Reward

On our TouchBistro Loyalty dashboard, we created a reward that lets customers get a free dessert if the spend 100 loyalty points. If you’ve not yet created any rewards, customers will not be able to redeem loyalty points.

For our free desserts reward, we made only a subset of our dessert menu category available for the reward.

1. In this example, a customer has ordered a qualifying item (Apple Crumble) according to our TouchBistro Loyalty reward setting.

2. Tap Loyalty.

3. Ask the customer for the email or phone number they used to register their account and enter it. The phone number requires the “1” country code. Do not enter any separator symbols like – or (). The customer is now checked in and will collect points for the purchase upon paying for the bill.

4. You will see the name on the account and the current point balance. You may want to verify the customer name. If you accidently entered the wrong phone number or email, tap Switch Accounts and start again. We can also see the customer has a large number of points. The customer may know they qualify for a reward and ask to claim it. Alternatively, the customer may not know they have enough points to qualify for an award. In either case, tap Redeem Rewards.

5. You will now see a list of all rewards that have been created via your TouchBistro Loyalty dashboard. If the customer qualifies for any of the rewards, you will see them at the top and in bold. In the pictured example, the customer qualifies for the 50% off reward simply because she has enough points to claim the reward. In the case of the Free Dessert, the customer qualifies because she has enough points to claim the reward and there is at least one item in her order that qualifies for the reward. Greyed out rewards are both unavailable and give an indication as to why the customer does not qualify. For example, our Free Coffee reward is only available at certain times.

6. Tap the reward requested by the customer or inform the customer he/she can qualify for a reward.

7. In this case, the customer is claiming the Free Dessert reward.

8. You will be returned to the Loyalty dialog. You’ll notice no points have been deducted. They will not be deducted until the bill is paid for and closed. Tap X to close.

9. The bill will now be adjusted. If you enabled displaying 100% discount items on the guest check, you will see the dessert has been discounted 100%. The discount name will be the name of the reward name. Use a Payment Option to close the bill.

10. Close the bill.

11. If you were to check the customer’s loyalty point status, you will see the 100 points were deducted. If the customer claimed a free reward but also paid off a balance (like in the example above), the customer would also earn loyalty points on the pre-tax/pre-tip/post-discount total.

Claiming a Promotion

Promotions differ from rewards in that when a customer is given a promotion, the reward is not contingent on the customer having enough points or having purchased qualifying items. The reward is immediately available to be claimed as long as it is not expired. In this section we’ll look at how a promotion was sent out via TouchBistro Loyalty and how a customer can claim the promotion’s reward.

Creating and Issuing the Promotion

In TouchBistro Loyalty, we created a promotion called “The Dessert is on us”.

We then sent it to a list of customers via Guest Reporting.

Claiming in TouchBistro POS

1. The customer has a dessert as part of his/her order. Tap Loyalty.

2. Ask the customer for the email or phone number they used to register their account and enter it. The phone number requires the “1” country code. Do not enter any separator symbols like – or (). The customer is now checked in and will collect points for the purchase upon paying for the bill.

3. You will see the name on the account and the current point balance. Note Lana has 198 points before she claims the promotion. Tap Redeem Rewards.

4. You will now see the reward attached to the promotion (you won’t see the actual promotion name). In this case this promotion makes available a free dessert. Compare how the wording changes as compared to the same reward the customer could have qualified for by simply spending 100 points. As a promotion, the rewards descriptor text notes this reward is part of a promotion and indicates the expiry date. You will also notice even though the customer has enough points to spend for the free dessert, the promotional offer supersedes it.

5. Tap the promotion.

6. You will be returned to the Loyalty dialog. Tap X to close.

7. The bill will now be adjusted. The discount name will be the name of the reward name (not the promotion name). Use a Payment Option to close the bill.

8. Close the bill.

9. If you were to check the customer’s loyalty point status, you will see the 100 points were not deducted as this was part of a promotion.

Refunds

If you refund a bill, TouchBistro will deduct the awarded points. Follow the normal refund procedures. Those are outlined briefly below:

1. From your floor plan, tap Orders.

2. Tap the bill you wish to refund and tap the More button. Tap Refund Sale.

3. Tap Partial or Full Refund. In this example, we’ll do a full refund.

4. Refund the bill as you would normally for the payment type. For example, if the bill was payed with a credit card using an integrated payment system, tap the Integrated Refund option.

5. When you close the bill, the awarded points will be deducted.

6. You are returned to the Closed Bills tab. Your refunded negative sales invoice is moved to Closed Bills.

Reporting

TouchBistro Loyalty rewards claimed by customers are treated like discounts in terms of reporting.

IPad Reporting

You can view rewards claimed by generating either a Detailed Discount Report or a Discount Summary report. In either case, your rewards are reported as “Loyalty Discount: reward name“.

Cloud Reporting

You will see rewards reported in three places:

The Discount Details report will display TouchBistro Loyalty rewards as “Loyalty Discount: reward name“. The Discount Details report does record which server processed the reward, which can give you some insight into odd redemption activity centered around a particular server.

Likewise, the Discount Summary report will display TouchBistro Loyalty rewards as “Loyalty Discount: reward name“. This report offers useful statistical data, including the total amount discounted by your rewards (useful if you’re claiming awards as promotional expenses) and what percentage of sales the reward represents.

Your dashboards also give you a quick overview of rewards claimed, using the same “Loyalty Discount: reward name” labeling system.

Redeeming Rewards Via the Customer Web App

If you are using the Customer Web App to allow customers to redeem rewards, see this guide for instructions on how to use the Customer Web App in conjunction with loyalty redemption on TouchBistro POS.

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