Brunswick Cloud - FAQ

This document has been created to assist centers utilizing the Brunswick Cloud. In this document you will find definitions and questions to common questions regarding the Brunswick Cloud.

Definitions

Campaign - A collection of marketing channels that can be used to schedule marketing assets of a similar purpose for organizational purposes.

Channels - Individual ads, displays, or emails that are contained within a campaign.

Transactional Email - Emails that are sent to a bowler on a one-off basis when requested by the customer or employee at the location. Transactional Emails include Receipts, Scoresheets, Reservation Confirmations, and Opt-in Confirmations. Customers do not have to be opted in members to receive Transactional Emails. The act of requesting an email is considered a one time opt-in to receive the communication. This channel recurs any time I request is made.

In-Game - Advertisements that display at the lane while the lane is actively in use.

Commercial Overhead - Advertisements that display on the entirety of the overhead monitor when the lane is inactive, but the overhead is on.

Marketing Email - Emails that can be sent to bowlers who have opted in for marketing communications. This channel does not recur.

Digital Signage - Advertisements that display on the Digital Sign device. The Digital Sign is an optional device that can be used as a welcome sign at the entrance of the facility, a bowling menu, a snack bar menu, or additional digital displays throughout the facility. Unlike Commercial Overheads, Digital Signs support video and can each add can run for a customizable amount of time.

Members/Opt-ins - Guests who have opted-in to receive Marketing Emails.

Offer - A discount, associated with a product/package, that can be distributed in 4 methods: (1) sent in a Campaign Email (Transactional or Marketing), (2) attached to an activity (such as completing a user profile or scoring a 300 game), (3) posted directly in the OpenLane app for purchase using Loyalty Points, or (4) exported as a QR code image a distributed manually (third party email service, social media page, or physical print assets).

Coupon - A QR Code that is generated with an offer. The QR code is scanned at a Sync terminal to redeem the offer.

Schedule - the date(s) and time(s) that a channel is active or will send.

Filter - the segment of customers that an email will send to or the specific displays that a channel will appear on.

Start Date - the date that a Campaign will begin. The Campaign will begin at 12am on the specified date.

End Date - the date that a Campaign will end. The Campaign will end at 12am on the specified date.

Expiring Soon - the End Date of the listed Campaigns is within 14 days.

Active Status - a Campaign is set to display or send.

Draft Status - a Campaign is not set to display or send.

System Campaigns - a list of Pre-built Campaigns that can be used within your center. 

OpenLane App - a customer facing loyalty app that allows customers to track their bowling scores, earn loyalty points, redeem coupons, and review center specific specials.


Campaigns

What is the difference between a Campaign and a Channel?

A campaign contains individual campaigns (ex. Overhead Commercials, Email Scoresheets, etc). The campaign acts as a controller for those channels; if the campaign is active, the channels within the campaign are also active. The campaign's active dates are therefore the active dates for the channels (unless otherwise configured at the channel level). Campaigns are used to organize your channels. Channels with similar purposes or similar end dates can be grouped into a single Campaign.

Types of Channels

Within a campaign, you have the following available channels:

  1. Transactional Emails - Customizable emails that can include your center's information, advertisements, events, and special offers. (If the bowler enters their email address at the lane console or gives their email address to a staff member who enters the email address at a Sync Terminal)
    1. Email Receipt - emailed to a customer after their transaction is completed. The customer's email must be entered in to the Sync terminal during the transaction. This email can be filtered for members and non-members.
    2. Email Scoresheet - emailed to a bowler after their session on the lane has ended. The bowler must enter their email address by manually typing it into the lane console or by using their OpenLane App to connect to the lane console. This email can be filtered for members and non-members.
    3. Email Reservation - emailed to a customer when an employee creates a reservation in Sync Desk with an email address included in the contact information, checks the Confirmed bubble, and clicks the Send Email button.
    4. Email Reservation Reminder - automatically emailed to a customer that has already received an Email Reservation. The email will send twice, 7 days and 24 hours before the reservation is due to take place. 
    5. Email Reservation Info Request - emailed to a customer when an employee creates a reservation in Sync Desk with an email address included in the contact information and clicks the Send Email button without checking the Confirmed bubble.
    6. Email Opt-In Confirmation - emailed to a customer when they opt-in to receive Marketing Emails. Customers can opt-in by...
      1. Typing their email address in at the Lane Console and checking the box next to the opt-in dialogue.
      2. Visiting the preferences section of the OpenLane App and toggling the switch that states "I'd like to Receive Offers"
      3. Being opted in by an employee during a transaction at a Sync terminal.
      4. Submitting their email address on the Membership Link from Center Web Page landing page. (This link can be found by logging into your Brunswick Cloud account and navigating to Centers > Connections > Center Links.)
      5. Clicking on a coupon link that is included in a Email Receipt or Email Scoresheet. Both email templates that have coupon links, include fine print at the bottom of the email that states, "*By accessing the coupon above, you agree to be added to our mailing list for marketing communications". Any customer who clicks on the coupon link in the email is opting in to received Marketing Emails moving forward.
  2. Point of Sale - Customizable printouts that can include your center's information and marketing messaging.
    1. Printed Receipts - printed for a customer after their transaction is complete. The receipt can be scheduled for specific date(s) and time(s). 
  3. In-Game - Advertisements that display while bowlers are playing on the lanes, allowing them to see specials, upcoming events, register their email address, and call for service.
    1. Game Ads (Overhead) - Advertisements that will display on the overhead monitor below to scoresheet during play.
    2. Game Ads (Console) SYNC TABLET ONLY - Advertisements that will display below the scoresheet or menu icon during play. This channel includes interactive ads with templates that include buttons that allow the bowler to enter their email address or ping the front desk for service.
    3. Specials (Keypad Only) KEYPAD ONLY - Advertisements that will display on the overhead monitor when a bowler selects Specials on the keypad.
    4. Specials (Console) SYNC TABLET ONLY - Advertisements that will display on the lane console when a bowler selects Specials on the console. This channel includes interactive ads with templates that include buttons that allow the bowler to enter their email address or ping the front desk for service.
  4. Advertising and Marketing - Advertise your specials, upcoming events, and leagues using your Commercials Overheads, Digital Signs, and through Marketing Emails.
    1. Commercial (Overhead) - Advertisements that will display on the overhead monitor while the lane is not in use, but the overhead is on.
    2. Marketing Email - A selection of email templates that include text, images, coupons and customizable links. Customers must be opted in members to receive Marketing Emails.
    3. Digital Signage (Horizontal) - Advertisements that will display on your Digital Sign. This channel includes templates for standard advertisements, bowling menus, snack bar menus, and videos. Formatted for Digital Signs that are displayed in a horizontal position.
    4. Digital Signage (Vertical) - Advertisements that will display on your Digital Sign. This channel includes templates for standard advertisements, bowling menus, and snack bar menus. Formatted for Digital Signs that are displayed in a vertical position.
    5. Wait List (Horizontal) - Templates that will display the current wait list whenever names are added to the Wait List in Sync Desk. Formatted for Digital Signs that are displayed in a horizontal position.
    6. Wait List (Vertical) - Templates that will display the current wait list whenever names are added to the Wait List in Sync Desk. Formatted for Digital Signs that are displayed in a vertical position.
    7. Lane Assignments (Horizontal) - Templates that will display Lane Assignments for leagues that have been added to the Sync Desk reservations page. Lane Assignments will display 40 minutes before the league starts and up until 20 minutes after the league starts. Formatted for Digital Signs that are displayed in a horizontal position.
    8. Lane Assignments (Vertical) - Templates that will display Lane Assignments for leagues that have been added to the Sync Desk reservations page. Lane Assignments will display 40 minutes before the league starts and up until 20 minutes after the league starts. Formatted for Digital Signs that are displayed in a vertical position.
    9. Leaderboards (Horizontal) - Templates that will display the top scores in three bowling categories; Ten Pin, Short Game, and Angry Birds. Any bowler who enters their email address or connects to the console using the OpenLane App is eligible for the Leaderboard list. Formatted for Digital Signs that are displayed in a horizontal position.
    10. Leaderboards (Vertical) - Templates that will display the top scores in three bowling categories; Ten Pin, Short Game, and Angry Birds. Any bowler who enters their email address or connects to the console using the OpenLane App is eligible for the Leaderboard list. Formatted for Digital Signs that are displayed in a vertical position.
  5. OpenLane App - Advertisements that appear on the homepage of the OpenLane App of any user who has chosen your location as their default center.
    1. OpenLane Special - Advertisements that include an image, headline text, and supplementary text. App advertisements support html text embedded links. By using text links, such as <a href="ENTER YOUR WEBSITE LINK HERE" style="color:yellow">ENTER THE TEXT HERE</a>, you can easily and quickly link guests to your website, online reservations, bowling pricing, etc. Advertisements are displayed in alphabetical order by name.

Can I have multiple channels that overlap?

Yes, if multiple channels overlap (date and time), the channels will cycle through in order displayed in Sync Office.

  • Use Case 1: A center has multiple Commercial channels play through the day, and those Commercials will cycles through in order, one after the other.
  • Use Case 2: A center can have multiple Email Scoresheet emails with different messaging on it, allowing a center to test different types of messaging. 
  • Use Case 3: A center may have multiple specials: 1) Free pitcher with a purchase of a 16" pizza 2) Enter your email to receive our newsletter and 3) Get 10% off tickets tonight. All three specials would drive revenue opportunities, but require different actions. 

Can I have a channel run at a certain time of the day?

Yes. As an example, you may wish to have specific In-Game ads during different times of the day. Simply configure the individual ads for a specific time.

  1. Open/Edit the specific ad that requires time constraints.
  2. Select the Schedule icon, selecting the Scheduled radio button.
  3. Select the time/day/date for the ad and click Save Changes.

Can I have a channel display on specific lanes?

Yes. You can use the Filters slide out for In-Game or Commercial Overhead channels. You can select swaths of lanes by using a hyphen (example: 1-15) or individual lanes by separating with a comma (example: 1,3,5,7).

I want to re-use copy/text from one channel on a different channel.

In select channels, after selecting an area of the channel to edit, you will see Reuse Copy. Select Reuse Copy on the channel that you want to copy/reuse; this will then add all text elements to the Reuse Copy queue. Navigate to the channel you are creating that will have the imported/copied text. Select the area of the channel to edit, click Reuse Copy, and the elements you wish to reuse. You will see the copied text and you can save the channel. This will only display text/copy you have used in that specific campaign already.

Can I upload exisitng commercials to the Brunswick Cloud?

The Brunswick Cloud allows you to import images. As long as the existing commercials are images that can be uploaded and used with an image template.

Email Scoresheets and Receipts 

When does a bowler get their scoresheet emailed to them?

  1. Verify that you have a Campaign with an Email Scoresheet channel active. Verify in Brunswick Cloud and in Sync Office.
  2. If a bowler has entered their email address (either in Sync Desk or at the lane), the bowler will receive an email with a link to their scoresheet.
  3. After the bowler completes their session (time or games) on the lane, the scoresheet will be emailed to them within 10 minutes.

Where can Sync accept email addresses?

  1. Email Scoresheets
    1. At the Lane Console
      1. Edit Names
      2. In Game Ads
      3. Specials
    2. In Sync Desk
  2. Email Receipts
    1. Sync Desk
      1. Payment Screen
        1. Enter email address by clicking the envelope symbol
        2. Scan OpenLane Member Code with 2D Scanner
      2. Opt-in Pop Up Screen
        1. Optional pop up window that can be enabled in Sync Office under Sales > POS Policies > Prompt for Member Info During Payment.

What email address should I use as the main email contact?

For Scoresheets and Receipt emails, Brunswick advises using the same email you use for reservations, so you know that no emails will be missed.

If a bowler plays 3 games during a session. How many emails do they receive?

The bowler will receive 1 email containing a link to all the games they played in that session.

If multiple bowlers submit the same email address during the same session, what happens?

Sync sends just 1 email per session combining all the scoresheets.

How do emails work with crosslane scenarios?

An email is sent with a link to the scoresheet that includes all bowlers on the lane pair in crosslane.

Can Sync include handicaps and team totals on the Email Scoresheet?

No, Email Scoresheets do not currently include this information.

Are scoresheets available for HORSE, EZ Bowling, Creature Feature, and Angry Birds Bowling?

YES!

What happens if the transactional email is forwarded to another person?

The recipient bowler (or non-bowler) can open the forwarded email and the recipient has the opportunity to sign up/in at Sync Passport.

Will emails look different across email providers?

Consistent with other email marketing providers, Sync sends HTML-based emails. Each software company renders HTML differently, which can lead to slight differences in how an email appears for a given provider. Generally, Microsoft and IBM have the most differences. Brunswick advises texting your email templates across multiple platforms, if possible, before scheduling emails to send to large distribution lists.

I've got a weird scenario, what happens if...
  1. A bowler changes display name mid-game: Sync will display the final display name
  2. A bowler edits a score mid-game: Sync sends out the final scores, no notations that scores were edited.
  3. A bowler switches themes mid-game: Email Scoresheet will appear as normal. No impact.
  4. A bowler gets added mid-game: All bowlers will be shown that are on the lane once the session is completed. Those bowlers that have entered their email will get a scoresheet emailed to them.
  5. A bowler bowls out: The bowler will receive their scoresheet once the session on the lane is completed. (i.e. everyone else needs to finish before the bowler that bowled will get their scoresheet)
  6. A bowler is moved to inactive in the 3rd frame: Email Scoresheet will include scores for frames completed by inactive bowler before being inactive. All other bowler scores are not impacted and appear as normal.
  7. A bowler is skipped: Sync sends out the final scores at the end of the session. No impact.
  8. A bowler starts a new game, mid-game: Sync send out the final scores for each game, including the game that stopped mid-way through, displaying a partial score.

Sync Passport/OpenLane App Members

What are the password requirements for members?

Passwords must be longer than 6 characters and must include a special character as well as a number.

Can bowlers use Sync Passport/OpenLane without opting-in to be in my marketing database?

Yes. Users can decided not to opt-in and go directly to Sync Passport/OpenLane after reviewing scoresheets.

How do users sign up to be an opt-in member?

  1. A user has their email address entered at the center and checks the opt-in box at a Sync Terminal or at a Lane Console.
  2. A user clicks on a coupon that they receive in a Scoresheet or Receipt Email.
  3. A user visits the preferences section of Sync Passport/OpenLane and checks the bubble that says I'd Like to Receive Offers.
  4. A user submits their email on the Membership Link from Center Web Page landing page. (The link can be found in your Brunswick Cloud account by navigating to Centers > Connections.)

How do my customers access their Sync Passport/OpenLane account?

  1. Users can access Sync Passport using a web browser to visit SyncPassport.com.
  2. Users can access the OpenLane by downloading the app from the Apple App or Google Play store.

Emails 

What is an "Email Collected"?

A bowler that has entered their email somewhere in the Sync system, but has not necessarily opted-in to receive marketing emails.

What is a "Member" or "Opt-in"?

A bowler that has entered their email somewhere in the Sync system and given you permission (opted-in through email or settings) to receive future communications from you.

Is there a way to see a list of transactional emails that have gone out?

Not at this time. 

Will I get notified if an email does not successfully send?

Yes, check the Logs section under the Account page.

My email didn't send. Why?

A number of issues you should check:

  1. Was the email channel Active? Check to see if it is paused under the Campaign or while editing the Channel, under Setting.
  2. Was the Campaign Active? If the Campaign is paused, all email channels are paused as well.
  3. If you used a query, it is possible that there were no email addresses that matched the criteria of the query when the email was scheudled to send. Example: New Members Yesterday. If no users opt-in yesterday, the email will not send to anyone.

Offers & Coupons

What do I need to use Coupons in my center?

  • Product/Package with an Enterprise ID
    • You can assign Enterprise IDs to products/package in SYNC Office by editing the Product/Package and clicking Generating New ID >Generating New ID > OK.
    • Note: If you would like to use the product/package immeditely, you will need to perform a check-in to update the list in the Offer section of the Brunswick Cloud. (Admin > Check In > Check In)
  • Active Offer
    • If using Email distribution, the offer must be active at the time the email sends.
  • 2D barcode scanner

I want to send myself a coupon to test it. How do I do that?

As an opt-in member, change your ZIP code to something unique (ex. TEST). Create a query for this specific ZIP code in the Members section under Queries. Create your marketing email with a coupon and schedule for delivery using your unique query.

I received the email with a coupon link, but the coupon link doesn't go anywhere or gives me a blank webpage. Why?

Verify that you edited the Call to Action button and selected an active Offer. 

How can I post a coupon to Social media? How can I send it with a 3rd party mail provider?

Create an unlimited redemption Offer.

3rd Party League and Tournament Systems

What should I do with email addresses in CDE? Does the Brunswick Cloud work with those?

Email addresses in CDE do not directly import to the Brunswick Cloud. However, if bowlers' email addresses are included in the league file when the league is hosted, those email addresses are hosted out to the lanes during league play, as if the bowler typed the email address into the Lane Console themselves. This means that the bowlers will receive any active scoresheets and can opt themselves in from there. (For this reason, it is encouraged to include a coupon/offer in your Scoresheet Emails)

Troubleshooting

My Campaign/emails/printed receipts aren't working in my center...

  1. Confirm that the channel is active on scheduled for the correct dates.
  2. Log in to Sync Office, navigate to Media > Manage Campaigns, and click on the cloud icon in the top left corner of the screen. This should download your campaigns manually and display the campaign in the list of available campaigns on the right side of the screen. 
  3. If your campaigns are not displaying in Sync Office, check the connection settings.

I can't find a specific graphic that I want to use in my center or on an email template...

Verify that the graphic has been uploaded and is available by navigating to Media Manager > My Uploads.

What is the System Information? What are those warnings?

The warnings are often just notices of activity within the Brunswick Cloud. here is a list of potential items that you may see there:

  • Warning: Error getting list of Updates
  • Warning: Error getting Update Status
  • Warning: Send Email failed
  • Error: Execute Account Tasks failed
  • Warning: Account Feature expiring soon
  • Warning: Account Feature expired, in grace period
  • Error: Account Feature expired
  • Warning: Site has no checked in since...
  • Warning: Site Feature expiring soon
  • Warning: Site Feature expired, in grace period
  •  Error: Site Feature expired
  • Information: Site Checked In

For more information or to book a training session email support@bowlingvision.com or call 03301220252