Customer Base Management in IZI
Customer Base Management in IZI
Section titled “Customer Base Management in IZI”The customer base in IZI is a registry of all registered players, each with a unified card: contact details, two balances (gaming and bonus), a complete session and transaction history, groups for segmentation, and notes for personalized service. The base builds automatically from the first identified visit and requires no manual upkeep — every transaction through the front desk or the app updates the card in real time.
What Is the Customer Base in IZI
Section titled “What Is the Customer Base in IZI”The customer base is the CRM section that holds cards for all identified club guests. The key word is “identified”: IZI distinguishes one-time guests (anonymous sessions without a phone number) from registered players (cards with a phone number). Only the latter enter the base as full records with history and balances.
The base is not just a contact list. It is an operational tool: an administrator opens a card and immediately sees the player’s balance, how many times they have visited, when they last came in, and which groups they belong to. A marketer filters the base by activity and triggers a reactivation rule. An owner looks at the total spend of the VIP cohort over the past month. All of this works on a single data structure — the player card.
How Players Enter the Base
Section titled “How Players Enter the Base”There are several channels, and they complement each other:
Registration at the front desk on the first visit. The administrator opens the “Register player” form, enters a name and phone number — the card is created instantly. The only required field is the name. A phone number is required for an identified profile (without it, the guest is treated as an anonymous visitor). Email, date of birth, and groups are optional and can be filled in later.
Self-registration through the mobile app. A guest downloads the IZI app, enters and verifies their phone number — the card is created automatically and appears in the club’s base on the first visit. This reduces front-desk workload and guarantees a verified phone number.
Manual entry. An administrator can create a card at any time without a live session — for example, when a customer wants to buy a gift card or a subscription before starting a session.
Bulk migration. When switching from another system, the customer base is transferred via the API. Minimum fields: name and phone. Balances from the old system are transferred separately through financial operations.
What the Player Card Stores
Section titled “What the Player Card Stores”The card is organized into blocks — easy to scan quickly and useful for analytics.
| Block | Contents | Used for |
|---|---|---|
| Identity | Name, surname, phone, email, date of birth | Search, segment-based automations, notifications |
| Balances | Gaming balance (real funds), bonus balance | Session and product payments, bonus credits |
| Groups | List of the player’s groups | Special tariffs, automations, segmentation |
| Statistics | Session count, registration date, last visit date | Segmentation, ARPU/LTV calculations |
| History | Recent sessions, transactions, orders (tariffs, products, combos) | Admin context, resolving disputes |
| Notes | Free-text field, visible to staff only | Personalized service, agreements |
Two balances are what separate this from a simple contact database. Gaming balance is real money deposited at the front desk or through the app. Bonus balance is virtual currency from the loyalty program — spendable but not withdrawable. Every movement on both balances is recorded with a source tag: front desk, app, automation rule, manual adjustment, refund.
Player Groups
Section titled “Player Groups”Groups are named segments within a single club. Examples: VIP, Students, Corporate, Tournament Players. One player can belong to multiple groups at the same time.
Each group has a name and an optional description. The club’s group list is managed in a dedicated section that also shows how many players are in each group and when it was last updated.
What groups are used for:
- Special tariffs. A group is assigned a tariff with different pricing or conditions — for example, a student daytime rate or a VIP tariff with a dedicated zone.
- Automation rules. A rule with the condition “player is in the VIP group” applies a higher bonus rate or sends a personalized notification.
- List filtering. On the Players page, the list can be filtered by group to work with a specific segment only.
- Bulk assignment. An administrator selects multiple players and adds them to a group in one action without opening each card individually.
Managing groups from a player card: the Groups block has a multi-select field, and changes save instantly.
How to Calculate ARPU and LTV
Section titled “How to Calculate ARPU and LTV”Both metrics are calculated from the base of active, identified players (phone number present, not archived). Anonymous guests are excluded — there is no way to deduplicate them.
ARPU (average revenue per user over a period)
Section titled “ARPU (average revenue per user over a period)”Base formula:
ARPU = Revenue from identified players during the period ÷ Unique players with at least one payment during the periodKey point: the denominator is “with at least one payment,” not “registered.” Including all registered players dilutes the metric with inactive accounts. ARPU should reflect revenue from paying customers.
The period is chosen by use case: weekly ARPU for operational monitoring, monthly for segment comparison, quarterly for trend analysis.
LTV (lifetime value)
Section titled “LTV (lifetime value)”Simplest model:
LTV = Average monthly ARPU × Average number of active months per playerWhere “active month” is a month with at least one payment. For multi-club operators, calculate LTV per location separately: audience mix and average spend differ between venues, and a blended average is misleading.
More precise model using churn rate:
LTV = Monthly ARPU ÷ Monthly Churn RateWhere Churn Rate is the share of players who did not return within N days (N chosen per club — typically 30 or 45 days). At 20% monthly churn, LTV equals 5 months of ARPU. At 10% churn — 10 months. Reducing churn by 5 percentage points doubles LTV — which is why retention through a loyalty program pays back faster than acquisition.
Segment ARPU
Section titled “Segment ARPU”The most practical application — comparing ARPU across groups:
Group ARPU = Revenue from group players during the period ÷ Group players with at least one payment during the periodIf the VIP group’s ARPU is significantly higher than the base average, that gap tells you how much it’s worth investing to move a regular player into VIP through a loyalty program. The exact multiplier depends on your average spend and base distribution — plug in your own numbers.
What Connects to the Player Card
Section titled “What Connects to the Player Card”The card is not an isolated profile. It ties together several IZI modules:
Loyalty program (Top-up bonus). Every credit from automation rules appears on the bonus balance with a source tag. Expiry events are also recorded here.
Retention through bonuses (Bonus retention). Segment rules for “inactive player,” “new player,” or “VIP” are triggered by reading the card’s group membership and last visit date. The automation reads card state and fires an action.
Mobile app (IZI app). Players see their card in the app: balance, history, active bonuses. Top-ups through the app update the card in real time.
Related: What is IZI · Top-up bonus · Bonus retention · Tariffs and pricing · IZI mobile app
The fields available in a player card and the filters in the player list depend on the IZI version and organization settings. ARPU and LTV formulas are parametric — actual values depend on your average spend, visit frequency, and churn rate. Use your own data from club analytics.
See also
Section titled “See also”Frequently asked questions
What is the customer base in IZI?
The customer base is a registry of all registered players at the club. Each player has a card with contacts, balances, session history, groups, and notes. The base forms automatically: on the first visit with registration at the front desk, through the mobile app, or via manual entry by an administrator.
What data does a player card store?
First and last name, phone number (required for an identified player), email, date of birth, groups, notes, gaming balance, bonus balance, session count, registration date and last visit date, transaction history, orders, and sessions.
Can I import customers from a previous system?
Transferring customers from third-party systems is possible via the API or by contacting the IZI team. Minimum required fields: name and phone. Balances are transferred separately through financial operations. Session history from external systems does not import — counters start from zero in IZI.
What are player groups and why do they matter?
Groups are named segments within your customer base — for example: VIP, Students, Corporate. You can assign a special tariff or automation rule to a group, making groups the key tool for differentiated pricing and personalized marketing. One player can belong to multiple groups simultaneously.
How do I search for a customer in IZI?
The Players section has a search bar at the top of the list for searching by name or phone number. Additional filters let you narrow by group, gaming balance range, bonus balance range, total playtime, total spending, and whether the player has a phone number on file.
Is session history visible in a player's card?
Yes. The player card includes tabs for recent sessions, recent transactions, and recent orders (tariffs, products, combos). A total session count is displayed separately in the statistics block.
Where are balances and top-ups shown in the player card?
The Financial Information block shows gaming balance (real funds) and bonus balance. The full movement history for both balances is in the Recent Transactions tab. Each entry is tagged with its source: front desk, app, automation rule, or manual adjustment.
Can I block or archive a customer?
Yes, IZI supports soft archiving. An archived player no longer appears in the main list, but their history and balances are preserved. The player can be restored at any time. Hard deletion with no recovery option is not available in the standard UI.
What does a note on a player card do?
A note is a free-text field visible only to club staff. It is used for internal remarks: preferences, agreements, context for a personalized approach. Notes do not feed into statistics or automation rules.
How do I segment the customer base for marketing?
Basic segmentation uses player groups. Advanced segmentation uses list filters: by spending, balance, last visit date, or activity. For automated campaigns — such as 'inactive for 14+ days' or 'new player within 30 days' — use the automation module with segment-based conditions.
How does IZI distinguish a one-time guest from a regular customer?
A one-time guest is a session without a linked phone number — no identified profile. A regular customer has a card with a phone number. One-time guests cannot be deduplicated: the same person without registration creates a new anonymous session each visit. The 'unique customer' base consists only of cards with phone numbers.
Can I export the customer base?
Yes. The Players section includes an export function: administrators can download the list with selected columns including name, contacts, groups, financial figures, and statistics. Format is CSV or Excel depending on organization settings.
How is the player card connected to the loyalty program?
The bonus balance in the player card is the loyalty program account. Credits from automation rules (top-up bonus, promo codes, referral program) appear as transactions tagged with their source. Bonus expiry is visible in the movement history. Everything is in one place — the player card.