How to Find a User (or Loyalty Card) in the CRM

There are several ways to find a user in the CRM database. Below are the most common and effective options.

Ask the customer for their loyalty card number.
The card number can be found on the front side of the loyalty card, next to the QR code.

For example: 00209497.

Important: When searching in the CRM, enter the card number without the leading zeros.

Example:

• Card number on the card: 00209497
• Card number to enter in CRM (Card number column): 209497

Open the Card number column filter and paste the number to search (see screenshot).

✅ This is the most reliable way to find a user.

Ask the customer for their phone number and enter it in the Phone column filter in the CRM.

Example: 505 811 40 91

Open the Phone column filter and enter the phone number (see screenshot).
If the customer does not remember their phone number, use one of the other search methods.

Ask the customer for their first name and last name and enter it in the Username column filter.

Example: Olchana

Open the Username column filter and enter the name (see screenshot).

Note: This is the least reliable search method because customers may:

• misspell their name,
• use different variations of their name,
• or have the same name as another customer.

1. Searching by card number is the most accurate method to find a user in the database.
2. Searching by name may return multiple users with the same or similar names.
3. Searching by phone number may also return multiple results. This usually means the same customer installed your loyalty card more than once.

Do not be surprised if multiple records appear — this is expected behavior.