Management

Amending Lead Booker, Visitor, Vehicle & Contact Records Version: 1.3 Platform: Expian v3.x

Overview

The Reservations Customer Detail Management workflow enables staff to amend, correct, complete, and maintain customer information after an order has been created. The workflow supports:

• Lead Booker updates
• customer record correction
• visitor detail management
• vehicle and contact detail updates
• additional customer creation
• customer removal
• customer-to-ticket alignment
• operational data accuracy Customer details are used across:
• Reservations
• Reporting
• Finance
• Capacity Management
• Manifests
• Email Communications
• On-site Operations
• External Integrations
• Digital Wallet Services
• Pass Validation Services Accurate customer records ensure that bookings remain clean, operationally usable, and correctly synchronised across the Expian ecosystem.

Why It Matters

Modern admissions and reservations operations rely on accurate customer data. Customer details support:

• confirmation emails
• visitor manifests
• check-in workflows
• capacity planning
• finance reporting
• CRM records
• operational communication
• external system integrations
• digital wallet fulfilment
• pass ownership governance Incorrect customer information can create operational risks including:
• failed confirmation delivery
• inaccurate visitor records
• incorrect manifests
• support queries
• reprints
• onsite delays
• reporting inconsistencies
• wallet fulfilment failures
• pass ownership conflicts Expian supports: real-time customer data maintenance

where:

• customer records can be corrected after order creation
• updates synchronise immediately to the order
• operational teams can maintain clean booking data
• downstream processes remain accurate
• customer-linked passes remain operationally governed This enables:
• cleaner reporting
• smoother guest check-in
• fewer customer support issues
• accurate operational records
• improved customer experience
• customer-linked entitlement servicing

System Behaviour

Customer Record Updates

When customer details are edited in Reservations:

• the customer record is updated inside Expian
• changes synchronise immediately to the order
• confirmation and contact details are refreshed
• operational data remains aligned
• customer information is available for manifests and onsite use
• wallet-linked customer information updates operationally
• entitlement ownership remains synchronised This ensures:
• consistent customer records
• reliable operational data
• accurate guest information
• correct downstream reporting
• synchronised entitlement servicing

Customer Detail Workflow

1. Search for the Order

From the Reservations Dashboard:

• select Search
• use the available filters to locate the booking Search filters may include:
• Order Reference
• Customer Name
• Email Address
• Booking Date Once the correct booking is found:
• select the order from the results list
• open the Order Preview panel [IMAGE: Order search screen — placeholder]

2. Open Order Details

From the Order Preview panel:

• select View Order Details This opens the full order breakdown, including:
• booking information
• customer details
• ticket details
• payment information
• operational actions [IMAGE: Order Preview → View Order Details — placeholder]

3. Access Customer Details

On the Order Details page:

• locate the Contact Details section on the right-hand side
• select the Pencil Icon
• open the Edit Customer Details modal [IMAGE: Contact Details section with Pencil Icon — placeholder]

Editing Lead Booker Details

Lead Booker Record Management

Within the Lead Booker tab, staff can update:

• First Name
• Last Name
• Company Name
• Email Address
• Telephone Number
• Licence Plate Once updates are complete:
• select Save Changes
• verify the amended details display correctly on the order [IMAGE: Lead Booker edit modal — placeholder] Lead Booker details are particularly important because they control:
• confirmation delivery
• order ownership
• customer communications
• future servicing
• reporting accuracy
• wallet fulfilment journeys

Editing Other Customers

Additional Visitor Record Management

Within the Other Customers tab, staff can:

• edit existing customer details
• add an additional customer
• remove a customer
• switch between customers using the dropdown A reminder displays within the modal: “Please make sure when adding or removing customer details, that the overall number of customer details entries matches the expected amount.” [IMAGE: Other Customers modal — placeholder] This supports:
• accurate visitor records
• named customer management
• manifest accuracy
• operational servicing
• entitlement ownership

Customer Association with Tickets

Named Ticket Ownership

Expian supports explicit customer association against tickets and passes. Reserved customer fields may automatically populate from customer data including:

• First Name
• Last Name
• Email Address Tickets may therefore carry:
• named ownership
• linked customer identity
• customer-linked entitlement records
• operational servicing relationships Customer-linked tickets support:
• suspend and reinstate functionality
• digital wallet governance
• pass ownership validation
• customer-specific entitlement servicing
• operational scanning controls This enables:
• stronger operational governance
• improved fraud prevention
• cleaner manifests
• entitlement-level servicing
• accurate customer-linked reporting If customer data is incomplete or missing, some operational servicing actions may not be available.

Customer Count Guidance

Ticket-to-Customer Alignment

Where multiple customers are linked to an order, staff should ensure customer records match the expected ticket quantity.

Recommended operational rule:

• one customer record per named ticket where customer assignment is required

Examples include:

Current system behaviour:

• the system may allow more customer records than tickets
• hard validation may be added in future updates
• staff should manually check customer counts before saving This prevents:
• visitor mismatch on arrival
• inaccurate manifests
• operational confusion
• reporting inconsistencies

Digital Wallet & Pass Synchronisation

Wallet & Entitlement Alignment

Customer detail updates may affect:

• digital wallet fulfilment
• pass ownership records
• amendment communications
• entitlement servicing
• reissued pass information Where customer-linked passes exist:
• amended customer information synchronises operationally
• updated ownership details flow into entitlement services
• wallet servicing remains aligned
• amendment communications remain accurate Where bookings are amended, customers may also be prompted to re-download updated wallet passes to ensure the latest entitlement version is used.

Operational Audit Visibility

Message History & Operational Tracking

Customer servicing actions may be recorded within:

• Message History
• operational audit logs
• entitlement servicing history
• customer communication logs Examples include:
• resend confirmation actions
• amendment communications
• operational servicing updates This supports:
• operational traceability
• customer service auditing
• compliance governance
• operational accountability POS resend actions are also logged against the order history for operational visibility.

Operational Best Practice

Match Customers to Ticket Quantity

Always ensure:

• customer entries match ticket quantities
• visitor records reflect actual attendees
• additional customers are only added where operationally required

Capitalise Names Properly

Customer names should be entered consistently. Recommended format:

• Clare Newman
• Freddie Beckwith
• Manor Fisheries Ltd This supports:
• professional communications
• clean reporting
• accurate manifests

Verify Lead Booker Email Address

The Lead Booker email should always be checked carefully. This controls:

• booking confirmations
• resend confirmation emails
• future customer communications
• servicing updates
• wallet fulfilment delivery

Use Consistent Formatting

Operational teams should follow the client’s preferred formatting for:

• phone numbers
• licence plates
• names
• company names This improves:
• data quality
• operational consistency
• reporting accuracy

Validate Address Information Carefully

Address validation may enforce:

• populated Address Line 1
• postcode validation
• city requirements
• country-specific formatting rules This supports:
• cleaner customer data
• accurate finance records
• CRM synchronisation
• Gift Aid processing
• operational reporting quality Enhanced address validation rules have been introduced across operational flows to improve customer data quality.

Edit Before Redemption Where Possible

Where possible, customer details should be corrected before ticket redemption. Post-redemption edits may affect:

• onsite processes
• operational reporting
• external integrations
• manifest accuracy
• digital wallet servicing

Real-Time Customer Record Refresh

Live Customer Synchronisation

Updated customer details are retrieved in real time throughout operational servicing workflows. This ensures:

• the latest customer information is displayed
• customer updates are not delayed by cached records
• operational teams always work with current data This is particularly important during:
• booking-on-behalf workflows
• customer servicing
• amendment handling
• entitlement reassignment Operational updates have improved retrieval of recently updated customer information across servicing journeys.

Troubleshooting

Issue: Additional Customer Added Beyond Ticket Count

Current behaviour:

• the system may allow extra customer records
• no hard validation may appear Recommended action:
• manually compare ticket quantity and customer count
• remove unnecessary records
• save the corrected customer list

Issue: Resend Confirmation Email Not Received

Check:

• email address spelling
• spam or junk folder
• order status is fully Ordered
• client email configuration
• confirmation email settings If the issue persists:
• raise with Expian Support

Issue: Changes Not Appearing Immediately

Check:

• Save Changes was selected
• the order page has been refreshed
• Order Details has been reopened Recommended action:
• refresh the order
• reopen the customer details panel
• verify the saved record

Issue: Contact Details Cannot Be Edited

This may occur where:

• user permissions restrict editing
• the order has been redeemed
• the booking is locked by a business rule
• customer editing is restricted by configuration Recommended action:
• check user permissions
• confirm order status
• raise with an administrator if required

How to Configure

1. Configure Customer Editing Permissions

Navigate to: Admin → User Roles & Permissions Configure:

• Reservations customer editing permissions
• Lead Booker edit access
• Other Customer edit access
• customer removal permissions
• customer addition permissions Recommended configuration:
• restrict editing to trained operational users
• allow supervisors to correct post-booking errors
• audit customer record changes where required

2. Configure Customer Field Requirements

Navigate to: Admin → Customer Fields Configure:

• required customer fields
• Lead Booker fields
• visitor fields
• vehicle registration fields
• contact fields Recommended setup:
• require email for Lead Booker records
• require names for visitor-linked tickets
• use consistent formatting rules
• capture vehicle data only where operationally required Reserved customer fields may also be configured to support explicit customer-to-ticket association.

3. Configure Customer-to-Ticket Rules

Navigate to: Admin → Customer Assignment Rules Configure:

• customer assignment requirements
• ticket-level customer capture
• mandatory visitor details
• customer count guidance
• named ticket ownership rules Recommended setup:
• require named ownership for passes and memberships
• align customer records to ticket quantities
• validate visitor information before redemption
• enable customer-linked operational servicing

Feature Highlights Appendix

CustomerLead Booker Update Ensures correct Correcting an Editing Edits primary communications email address customer data and customer identity Customer Add / Remove Manage Ensures manifests Adding Editing Other additional and capacity data missing visitor Customers visitor records are accurate information Ticket Customer-to-Ti Links named Enables Named Ownership cket customers suspend/reinstate annual pass Association directly to and wallet holder tickets governance Data Customer Aligns Prevents visitor Ensuring 2 Integrity Count customer mismatch on tickets = 2 Guidance entries to arrival visitors ticket quantity Contact Instant Record Saves Keeps data Updating a Flow Update changes consistent across phone directly into modules number Expian before a visit Correcting an email address Adding missing visitor information

Operational Benefits

The Reservations Customer Detail Management workflow delivers:

• cleaner customer records
• more accurate manifests
• improved confirmation delivery
• reduced customer support queries
• better onsite readiness
• improved reporting quality
• stronger operational governance
• customer-linked entitlement servicing
• synchronised wallet fulfilment
• operationally governed pass ownership The workflow enables organisations to maintain:
• accurate booking ownership
• reliable visitor information
• clean operational data
• consistent customer communications
• entitlement-level governance
• smoother guest experiences across Reservations and onsite operations

Named annual pass holder

Ensures manifests and capacity data are accurate

Add / Remove Other Customers

Correcting an email address

Aligns customer entries to ticket quantity

Update primary customer data

Ticket Ownership

Saves changes directly into Expian

Links named customers directly to tickets

Customer Editing

Ensuring 2 tickets = 2 visitors

Adding missing visitor information

Keeps data consistent across modules

Prevents visitor mismatch on arrival

Customer-to-Ticket Association

Instant Record Update

ContactFlow

Data Integrity

Customer Count Guidance

Enables suspend/reinstate and wallet governance

Updating a phone number before a visit

Manage additional visitor records

CustomerEditing

Lead Booker Edits

Ensures correct communications and customer identity

4 customer records

Expected Customer Records

Wallet Synchronisation

1 customer

Reissuing updated wallet passes

Keeps passes operationally accurate

2 customers

Removing an extra customer record

Staff must manually align counts

4 family tickets

Validation

Audit &Governance

Enforces address quality rules

Customer changes sync to wallet servicing

Reissuing updated wallet passes

Preventing incomplete records

No Hard Validation — Current

System may allow more customers than tickets

Ticket Quantity

Digital Wallets

1 ticket

System Behaviour

Improves CRM and finance accuracy

Address Validation

2 tickets

Category

Feature

MessageHistoryTracking

Description

Why It Matters

Logs resendand servicingactions

Example Use

Improvesoperationaltraceability

Trackingconfirmationresend