Customer Management
View and manage your customer base directly from the Azotte Portal. This guide covers how to find customers, view their profiles, manage their subscriptions, process support requests, and understand customer data.
Accessing Customer Management
From the portal sidebar, navigate to Customers to see your full customer directory.
Screenshot: Customer Management landing page with customer list
Customer Directory
Searching for Customers
Use the search bar to find customers by:
- Name — First or last name
- Email — Full or partial email address
- Customer ID — Unique system identifier
- Subscription ID — Find the customer associated with a subscription
Screenshot: Customer search with results and filter options
Filtering Customers
Apply filters to narrow down your view:
| Filter | Options |
|---|---|
| Status | Active, Inactive, Churned |
| Subscription Plan | Filter by specific bundle/plan |
| Storefront | Filter by acquisition channel |
| Region | Filter by country or region |
| Date Range | Registration date range |
| Segment | New, Loyal, At-Risk, High-Value |
Customer List Columns
| Column | Description |
|---|---|
| Name | Customer's display name |
| Primary email address | |
| Status | Active, Inactive, or Churned |
| Plan | Current subscription plan |
| MRR | Monthly recurring revenue from this customer |
| Since | Registration date |
| Storefront | Channel where the customer subscribed |
Screenshot: Customer list with filters applied and sortable columns
Customer Profile
Click on any customer to view their complete profile.
Screenshot: Customer profile overview page
Profile Sections
Overview
Quick summary of the customer including:
- Name, email, and contact information
- Account status and registration date
- Current subscription plan and renewal date
- Lifetime value and total payments
Subscriptions
View all active and past subscriptions for this customer:
| Field | Description |
|---|---|
| Plan Name | The bundle/plan the customer is subscribed to |
| Status | Active, Trial, Grace, Suspended, Cancelled, Expired |
| Start Date | When the subscription began |
| Renewal Date | Next billing date |
| Amount | Recurring charge amount |
| Payment Method | Card or payment method on file |
Screenshot: Customer subscription details tab
Payment History
View all payment transactions for this customer:
| Column | Description |
|---|---|
| Date | Transaction date |
| Amount | Charge amount |
| Status | Succeeded, Failed, Refunded, Pending |
| Method | Payment method used |
| Invoice | Link to the invoice |
Screenshot: Customer payment history with transaction list
Activity Log
Chronological log of all customer actions and system events:
- Subscription changes (upgrades, downgrades, cancellations)
- Payment events (charges, failures, refunds)
- Profile updates
- Support interactions
- Campaign interactions
Screenshot: Customer activity timeline
Notes & Tags
Add internal notes and tags to a customer profile for your team:
- Notes — Free-text notes visible only to portal users (e.g., "Requested callback on Monday")
- Tags — Categorize customers (e.g., "VIP", "Enterprise", "Needs Follow-up")
Screenshot: Notes and tags section on customer profile
Customer Actions
From the customer profile, you can perform the following actions:
Manage Subscription
| Action | Description |
|---|---|
| Upgrade/Downgrade | Move the customer to a different plan |
| Cancel | Cancel the customer's subscription (with optional retention offer) |
| Pause | Temporarily pause the subscription |
| Resume | Reactivate a paused or suspended subscription |
| Extend Trial | Add more trial days |
Screenshot: Subscription actions dropdown menu
Process Payments
| Action | Description |
|---|---|
| Issue Refund | Refund a specific payment (full or partial) |
| Retry Payment | Reattempt a failed payment |
| Update Payment Method | Request the customer to update their card (sends an email link) |
| Apply Credit | Add account credit to the customer's balance |
Screenshot: Payment actions with refund dialog
Support Actions
| Action | Description |
|---|---|
| Send Email | Send a pre-configured email template to the customer |
| Create Support Ticket | Open a support ticket linked to this customer |
| View Support History | See all past support interactions |
| Escalate | Flag the customer for manager review |
Screenshot: Support actions panel
Customer Segments
The portal automatically classifies customers into segments based on their behavior:
| Segment | Criteria | Suggested Action |
|---|---|---|
| New Customers | Registered in the last 30 days | Onboarding follow-up |
| Loyal Customers | Subscribed for 6+ months with consistent usage | Loyalty rewards |
| At-Risk Customers | Declining usage or failed payments | Retention campaign |
| High-Value Customers | Top 10% by revenue or lifetime value | VIP support, upsell opportunities |
| Churned Customers | Cancelled subscription in the last 90 days | Win-back campaign |
Screenshot: Customer segments overview with counts per segment
Bulk Actions
Select multiple customers from the list to perform bulk operations:
- Assign Tag — Add a tag to all selected customers
- Export — Export selected customer data to CSV
- Send Campaign — Target selected customers with a campaign
- Assign to Agent — Assign customers to a support agent
Screenshot: Bulk actions toolbar with selected customers
Privacy & Compliance
Data Protection
The portal respects customer data privacy regulations:
- View consent status — Check what the customer has consented to
- Data export — Generate a full data export (GDPR right of access)
- Data deletion — Process a deletion request (GDPR right to erasure)
- Audit log — All data access is logged for compliance
Data deletion is irreversible. The portal will prompt for confirmation and manager approval before processing a deletion request.
Screenshot: Privacy & compliance actions panel
Best Practices
- Respond quickly — Use the activity log to understand the customer's recent history before responding to support requests
- Use tags consistently — Establish a tagging convention across your team
- Monitor at-risk segments — Review the at-risk segment weekly and trigger retention campaigns proactively
- Document interactions — Add notes after every support interaction for team visibility
- Use bulk actions — Save time by processing similar requests together
Troubleshooting
| Issue | Possible Cause | Solution |
|---|---|---|
| Customer not found in search | Misspelled name or email | Try searching by Customer ID or partial email |
| Cannot process refund | Payment outside refund window | Check refund policy settings in Configuration |
| Subscription won't cancel | Pending payment in progress | Wait for payment to complete, then retry |
| Data export takes too long | Large customer data volume | Use date-range filters to reduce export size |
Next Steps
- Subscription Management — Monitor and manage all active subscriptions
- Campaign Management — Target customer segments with campaigns
- Analytics & Reporting — Analyze customer behavior and retention