Overview
Central Customer is a new feature that gives your organization a single, shared customer profile across every store location — instead of each store keeping its own separate, disconnected record for the same person.
What "organization-level" means: today, if a customer shops at more than one of your stores, each location treats them as a brand-new customer. That means they show up as "new" everywhere, discounts meant for first-time shoppers can be applied more than once, notes and warnings placed at one store don't carry over to another, and a ban at one location doesn't stop that customer from shopping at your other locations. Central Customer solves this by creating one organization-wide profile per real person that every store in your organization can see and contribute to — so recognition, bans, notes, and purchase history all travel with the customer, no matter which of your locations they visit.
Why This Matters
Accurate customer counts. A returning customer is recognized as returning — even if this is their first visit to a particular location.
Bans and warnings apply everywhere. Once a customer is banned or flagged at one store, that status is visible at every store in your organization.
Notes travel with the customer. Anything your team notes about a customer is visible to any store they visit next so important information is not missed.
Customer event discount exclusions. Customer event type discounts (e.g. first time discounts) can be enforced at an organization level to avoid over discounting.
Bringing In Your Existing Customers (Backfill)
When Central Customer is turned on for your organization, it doesn't start from zero. A one-time process reviews your existing customer records across all of your stores and consolidates the ones that belong to the same real person into a single organization-wide profile — using the same matching approach described below.
This means your customer history, purchase details, and documents are preserved and combined, rather than customers appearing to start over as "new" once this feature is enabled.
How Customers Are Matched (High-Level)
Either during backfill (above), customer scan or profile lookup, Central Customer automatically looks for an existing profile across all stores that matches before creating a new one. If an "exact" match is found, it will automatically link the profile. When non-exact matches are found, the user will be prompted to select the correct one from the match list or choose to create a new profile.
Strongest match — ID number. A driver's license or state ID number is the most reliable way to recognize the same person, since it's unique to that individual. If a customer's ID matches a record already on file anywhere in your organization, they're immediately recognized as that same person and linked.
Backup match — profile details. When an ID isn't available, the feature looks at a combination of details on file — full name, phone, email, and date of birth — to determine whether this is likely the same person as an existing profile. Each matching combination has its own confidence interval which will be surfaced to the user in a potential match list to select and manually link the correct one.
Built-in accuracy safeguards. The matching logic filters out placeholder or junk data (like a store having "0000" or "N/A" on file instead of a real ID number) so customers aren't incorrectly linked together just because of bad or missing data entry.
The backfill process and real-time customer matching will be covered in more detail in the subsequent Identity Resolution article.
Data Syncing
To ensure operational continuity, backward compatibility, and data integrity, Treez does not take the liberty of automatically overwriting store level customer profiles with the newly established central profile. For that reason, we have implemented two seamless workflows to allow users, who have the ability to validate customer data in-store, to sync a store profile with the central in the event they differ.
Workflow 1: Sync on customer linking. Upon linking a customer profile in customer management, if the store profile is out of sync with the central, the user will be prompted with an option to review & sync or ignore. On selecting review & sync they will be presented with the attributes that differ between store and central profiles, and presented with a quick sync option or the ability to individually select the attributes they want to sync both locally and centrally.
Workflow 2: Retroactively sync within customer profile. If the user ignores the initial review and sync or at any point the profiles become out of sync, upon revisiting the customer profile in customer management, an out of sync banner will surface at the top of the profile. From here they can select review and sync and re-enter workflow 1.
Centralized Document Management
Documents your team collects for a customer — like a photo ID or medical card — are often captured at whichever store the customer happens to visit. Today, that document typically only lives at that one store.
With Central Customer, documents are centralized: a document uploaded at any store becomes part of that customer's shared, organization-wide profile, so any other store the customer visits can view it without asking the customer to re-submit it. If a document is removed, that removal applies across the whole organization as well — keeping every store's view consistent and up to date.
Org Metrics in POS Cart View
Central Customer also brings a more complete picture of the customer to the customer profile in the POS cart screen, pulled together across all of their visits to any of your stores — not just the store they're standing in. This gives your budtenders better context in the moment to make informed calls, like when to offer a discount or suggest a product.
New org metrics in cart profile include:
Lifetime value — total spend across every store, not just this one
Average order value — the customer's typical spend per visit, organization-wide
Order count — total number of visits across every store
Member since — the customer's original signup date, regardless of which store first created their profile
Last purchase details — when, where, and what was purchased on the customer's most recent visit
Order frequency — roughly how often the customer tends to come in
Loyalty status — the customer's existing loyalty standing, shown alongside the rest of their profile
Cross-store notes and bans — notes, warnings, and bans across all stores to ensure better compliance with organization policies
This section reflects our current plans and is still being finalized — details are subject to change before general release, and we'll publish an update once it's live.
Org Level Customer Discounts
With Central Customer, stores now share a single validated customer identity across the organization. That shared identity is the foundation for a new set of org-aware discounting capabilities, starting with org-level customer visit discount exclusions — discount logic that can now factor in a customer's activity across every store in the org, not just the one they're currently in. In the first iteration, there are two new discount exclusion workflows to be generally aware of.
Automatic Nth Visit Customer Event Discounts. Once central customer is enabled, automatic discounts tied to Nth visit conditions will validate against a customer's prior visits and purchases across the entire organization. For a first-time customer discount (Nth visit = 1), that means a customer is only eligible if this is genuinely their first purchase anywhere in your organization.
Manual Discount Visit Warnings. Unlike automatic discounts, manual discounts can't be blocked programmatically. If a store has a manual first-time customer discount, a warning banner will surface when the user opens manual discounts or the loyalty wallet in cart, letting them know the customer has purchased at other stores — from here they can decide whether the discount should still apply.
The first iteration of central customer will include the above org level customer discount enhancements. These will continue to expand over time with plans to make them configurable. More information on org level customer discounts to follow in subsequent articles.
What's Next
This is the first in a series of articles covering Central Customer. Upcoming articles will go deeper on:
Identity Resolution: Backfill process and customer matching business logic defined
Data Syncing: Keeping a store's local customer info in sync with the shared central (org) profile
Org Event Logging: Ability to track critical org-level events so users can easily trace central customer updates made across all stores
Organization Customer Discounts: Overview of the currently supported customer event automatic discount exclusions and manual discount warnings
Central Cart Metrics: New and planned org level customer metrics in Retail > POS
Feature Enablement: What to expect during the backfill/rollout process
Central Customer is currently in limited beta — features and details described here may evolve before general availability.