Customer Intelligence · Understand

Everything you know about one customer, finally in one place.

Customer Intelligence is the part of UMI that decides which records belong to the same person — then puts them on one timeline and tells you what they add up to. It starts today with reviews, feedback and recovery cases, and widens with every system added to it.

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Built for

Owners and operators who need the whole picture of a customer, not the version one system can see.

One customer file

Five records, four systems, two names, one person.

She books by phone as “Noura A.” and online as “Nour Alharbi”. Neither system has ever seen a five-year regular, because neither system has ever seen the other.

“Noura A.”“Nour Alharbi”
One customer

Resolved from 5 records across 4 systems · client since 2021

Bookings · phoneSince 2021“Noura A.” — every three weeks, usually the 10:00 Tuesday.The account this file is built on
Bookings · websiteTue 10:00“Nour Alharbi” booked the same Tuesday slot online.Direct match — the same mobile number on both records
Reviews & FeedbackTue 13:40“Lovely as always. New girl did a good job.” ★4Same visit — posted from the appointment that ended at 11:15
Feedback formTue 11:58“Would have liked my usual stylist.” Filed without a name attached.Behaviour lines up — suggested, not assumed. Reject it and the records stay apart.
Bookings · phoneWk 3 onwardNo booking. The three-week rhythm has not resumed.The account this file is built on
What UMI concludes

The anonymous form is a five-year client, not a first-time visitor.Read alone, “would have liked my usual stylist” is one mild comment from nobody in particular. Attached to this file it is a client of five years, on a three-week rhythm, saying it on the first visit her regular stylist did not take — and she has not rebooked since.

How it decides two records are the same person

Matching, in plain terms.

Direct match

A phone number, an email or a booking reference that appears in both records.

How “Noura A.” and “Nour Alharbi” become one client.
Same visit

Two records made at the same venue within the same service window, tied to the same appointment.

How the review and the appointment become one afternoon.
Behaviour that lines up

An anonymous form that matches the timing, venue and content of a known visit.

Suggested rather than assumed — you can reject the match, and UMI keeps the records separate.
What you can do with a customer file

It is a starting point, not a report.

What it takes in

Starts with reviews and feedback; the rest is added as it connects.

  • Bookings and visits
  • Reviews and feedback forms
  • Recovery cases and their outcome
  • Loyalty history, where you run one
  • Smart Menu activity, in venues that use it
What you get out

One file per customer, and a short answer.

  • Every record about that person, in order
  • Which of them describe the same visit
  • What changed in their behaviour afterwards
  • A plain conclusion a manager can act on or disagree with
  • The same conclusion feeding Manager Pulse each morning
The fifth system

There is always one more.

Whatever else you run — a till, a WhatsApp thread with the branch manager, a spreadsheet of regulars — it holds another piece of the same person. Adding it makes every file more complete; leaving it out does not break anything.

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