How Does the In-House Trainer Begin?

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Pauline Harris
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We at Trams and ClientBase Prducts and Services feel strngly that the easiest and fastest way t get ClientBase Online r ClientBase Brwser up and running is t assign an In-Huse Trainer t implement the

1 We at Trams and ClientBase Prducts and Services feel strngly that the easiest and fastest way t get ClientBase Online r ClientBase Brwser up and running is t assign an In-Huse Trainer t implement the prgram. The enclsed 5-step all-inclusive training prgram is designed t help the In-Huse Trainer with training agents. It cnsists f 5 basic ClientBase Online/Brwser cncepts: Packet One: Learning Basic Prfile Skills Packet Tw: Learning Merge t PNR Packet Three: Updating Marketing Cdes Packet Fur: Getting Started with Reminders and Res Cards Packet Five: Enhanced Res Card Skills Hw Des the In-Huse Trainer Begin? The fllwing steps utline hw t use each f the 5 training packets: 1. Overview Each training packet starts with a general verview f the skills that will be cvered. Read this verview befre starting each prgram. 2. Setup All setup fr ClientBase Online Versin is dne in ClientBase Windws Versin. If setup assistance is need, cntact Trams.Implementatin@Sabre.cm. If using ClientBase Online standalne, setup instructins can be fund here. 3. Class Outline T help yu train yur agents n each skill, a class utline f the material t review is included. 4. Mnitr Results/Additinal Resurces This is prbably the mst imprtant part f the training prgram. The nly way t ensure yur agents get it is t track results. Prgress reprts yu can run in ClientBase Windws Versin and additinal resurces fr yur training and that f yur agents are fund at the back f this guide. 1 12/28/2017

2 Packet One: Learning Basic Prfile Skills Overview In many agencies client infrmatin is stred in t many different lcatins. With ClientBase Online/Brwser, yu nw have a tl that centralizes all client data int a single lcatin, and makes that infrmatin accessible t everyne via a client prfile. In this first packet, Learning Basic Prfile Skills, yu are teaching the agents t master the fllwing Prfile skills: Hw t launch ClientBase Online/Brwser Hw t begin ding Simple Search Start a new prfile Update existing prfiles Cmplete key prfile fields First Name Last Name Curtesy Title Primary Address Primary Phnes/ s Interface ID (If agency requires) Salutatin Travelers (Names, Birthdays, Credit Cards, Lyalty Prgrams) Hw t use Travel Histry t view past client travel 2 12/28/2017

3 Learning Basic Prfile Skills Class Outline After setup, yu are ready t hld a staff meeting. (Imprtant! It is imperative agents watch the ClientBase Online/Brwser Overview recrding here.) Phtcpy, pass ut Agent Handuts, and teach Basic Prfile Skills. Brief intrductin frm Owner r Manager: What is ClientBase Online/Brwser and why is it imprtant t us as an agency? This is a pep talk, buy-in, demnstrating enthusiasm fr the prgram. (3-5 Minutes) In-Huse Trainer Intr: Hw des ClientBase Online/Brwser benefit agents? Helps me rganize my daily rutine (3 Minutes) Instead f having client inf in lts f places, I can nw access it frm just ne place Helps me remember mre abut my clients Helps me qualify my clients Everyne knws which clients are mine Easier fr thers t help my clients Service my clients better Saves me time Makes it pssible fr agency t market effectively and drive prfitable business My agency thrives In-Huse Trainer Discussin: Hw d I lg int ClientBase Online/Brwser and tggle between multiple applicatins? (2 Minutes) In-Huse Trainer Discussin: What is a prfile? (3 Minutes) In tday's marketplace travel agents are finding a need t shift their fcus away frm just being rder takers and prcessing transactins. A prfile is a flder that cntains all traveler infrmatin. In-Huse Trainer Demnstratin: Hw t lk up a prfile and update prfile fields. Bnus: Click n Travel Histry t view what travel client has dne in past! (2 Minutes) 3 12/28/2017

4 In-Huse Trainer Demnstratin: Hw t create a new prfile, cmplete fields and review cncept f aut-fill fields set by the agency. (12 Minutes) First Name Last Name Curtesy Title (aut-fill field) Primary Address (aut-fill fields including cncept fr defined zip cdes, city and state) Primary Phnes/ s Interface ID (if agency requires; aut-fill field r hw t use if nt an aut-fill field) Salutatin (aut-fill field) Travelers (Legal Names, Credit Card Numbers Frequent Flyer Numbers and TSA required infrmatin.) In-Huse Trainer Demnstratin: Hw t use Save/Cancel. (1 Minute) Q & A Sessin (Cap at 5 Minutes) In-Huse Trainer Hands On (10 Minutes): Have agents practice new skills by calling up existing prfiles and creating new nes by using rle- playing (see Agent Handuts). Yu may want t just d a few f these, and let agents practice by n their wn. In-Huse Trainer Sets Expectatins (3 Minutes): Shw agents the User Stats Reprt in ClientBase and suggest initial gals and hw it will be tracked. Fr example, if n average an agent talks with 15 custmers a day, 10 updates a day might be expected. 4 12/28/2017

5 Agent Handut: Learning Basic Prfiles Skills ClientBase Online/Brwser Can Help 5 12/28/2017

Unleashing the Pwer with the Prfile Manager At the heart f ClientBase Online/Brwser is the Prfile Manager.

This is where many agents spend mst f their time - accessing and updating data. In the past, a ptential custmer has called yur agency, but never made it int the system because they did nt bk a trip.

Example: Patrick Yung calls t plan a surprise getaway with his wife, Mary, fr their upcming anniversary.

6 Unleashing the Pwer with the Prfile Manager At the heart f ClientBase Online/Brwser is the Prfile Manager. Frm this windw, view, srt and manage all the client, agent, r vendr infrmatin, r manage relatinships with prspective clients and vendrs. This is where many agents spend mst f their time - accessing and updating data. In the past, a ptential custmer has called yur agency, but never made it int the system because they did nt bk a trip. With ClientBase Online/Brwser, turn prspects int lifelng custmers by tracking these ptential clients, taking wnership f them and including thse in future marketing prgrams. Example: Patrick Yung calls t plan a surprise getaway with his wife, Mary, fr their upcming anniversary. After lcating his prfile, yu ntice the Travel Histry indicatr ntifying yu that Patrick has bked travel with the agency in the past. Yu quickly check their past travel histry, and then glance at their marketing preferences and with this infrmatin yu are able t suggest just the right travel package. He appreciates yur knwledge f their needs, which is why he bks thrugh yu again and again. Oh, and while yu are in their prfile, yu quickly capture the date f their anniversary in the Special Dates table, s next year yu can initiate the idea f a rmantic getaway. 6 12/28/2017

Cheat Sheet Agent Prfile Basic Skills Steps fr successfully using Prfiles 1.

field. 2. If listed, click n the name, click find, click view and verify prfile data in header.

Next add any travelers fr this prfile by clicking Travelers, clicking Add and add first name, last name, middle name,

7 Cheat Sheet Agent Prfile Basic Skills Steps fr successfully using Prfiles 1. With every custmer cntact, search fr prfile by name by entering the first few letters f the last name in Prfile Name field. 2. If listed, click n the name, click find, click view and verify prfile data in header. Click General Inf t update any infrmatin. Next add any travelers fr this prfile by clicking Travelers, clicking Add and add first name, last name, middle name, birthday, citizenship, passprt, credit card, and frequent flyer numbers. 3. If NOT FOUND, click n Create New: Prfile n the menu bar and add either Leisure Prfile r Crprate Prfile. Minimum required is Name, address, phne number and if yu can get it. Click Next. 7 12/28/2017

8 4. Enter additinal Traveler details if yu knw them. Click Save. 8 12/28/2017

9 Let s Practice! Exercise #1: Practice different methds fr finding wh yu are talking with n the phne. Example 1: Hi my name is Susan Andersn, and yur name is? Example 2: Search fr the client s prfile. If they are in the system, say I see yu ve bked with us in the past (using the Travel Histry flder). Are yu still at this address? Is this still yur phne number? I see I dn t have an fr yu, may I have that please? (This way the client thinks yu remember them.) If nt in system, create a new prfile by saying, Can I get yur name and yur phne number please? Exercise #2: Clean up yur tp 50 custmer prfiles! (If nne exist, see Exercise #3). Clean up yur tp 50 client prfiles making sure they have prper addresses, s and ther items taught t yu in Learning Basic Prfiles. Use yur client list, make sme phne calls, r use ther resurces t update these prfiles fr yu and yur agency s marketing prgram. Exercise #3: Create Yur Tp 20 Prfiles if Nne Exist in ClientBase If n prfiles exist in ClientBase, create new prfiles fr yur tp 20 custmers, and fill ut the fields yu learned abut in this lessn. 9 12/28/2017

Learning Basic Prfile Skills Mnitr Results (Inspect What Yu Expect!) After yu have taught agents basic prfile skills, use reprts t mnitr their prgress.

10 Learning Basic Prfile Skills Mnitr Results (Inspect What Yu Expect!) After yu have taught agents basic prfile skills, use reprts t mnitr their prgress. Review and discuss results with agent as sn as pssible: These reprts can be run in ClientBase Windws r ClientBase Online/Brwser. Search daily fr previus day s newly updated prfiles. Run Reprts t check agents prgress (see samples belw) 1. G t Reprts > Prfile Reprts > Statistics > User Stats t run a reprt shwing prfiles created and mdified with a ttal number f updates by User. 2. G t Reprts > Prfile Reprts > Statistics > Cmpleted Fields t run reprt shwing per user which fields were cmpleted with percentages. Publish User Stats daily fr all t view (fr agent accuntability). Review prfile skills with thse agents wh need help. Randmly select an agent t sit with and bserve their usage. Sample User Stats Reprt n Prfiles Updated Yesterday Sample Cmpleted Fields Reprt n Prfiles Updated Yesterday 10 12/28/2017

11 Learning Basic Prfile Skills Additinal Resurces Here is a list f additinal resurces available frm Trams and ClientBase Prducts and Services t help yu and yur agents learn basic prfile skills: Fr the In-Huse Trainer: 1. Frm ClientBase Online/Brwser prgram, click the Tls > Cntents. a. Read Set Up t Use ClientBase Online b. Read An In-Depth Lk at Client Prfiles 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser. Fr the Agents: 1. Frm ClientBase Online/Brwser prgram, click the Tls > Cntents. a. Read An In-Depth Lk at Client Prfiles 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser /28/2017

12 Learning Basic Prfile Skills Enhancement As agents becme mre cmfrtable in entering basic prfile infrmatin, yu may want t teach them additinal skills: Hw t enter Secnd Addresses Hw t enter Bill T/Ship T/Additinal Addresses Hw t enter different cmmunicatin entries and link t specific traveler names Hw t enter Special Dates Hw t assciate cards with specific traveler names Hw t use Referred by field Hw t enter additinal infrmatin fr Travelers: -Birthday -Passprts -Cmmunicatin Entries -Traveler Preferences Hw t enter basic Marketing infrmatin 12 12/28/2017

Packet Tw: Merge t PNR Skills Overview Yu will discver that yur database grws rapidly nce yur agents are trained n the practical applicatins f ClientBase Online/Brwser.

13 Packet Tw: Merge t PNR Skills Overview Yu will discver that yur database grws rapidly nce yur agents are trained n the practical applicatins f ClientBase Online/Brwser. Using Merge t PNR prvides an everyday tl that demnstrates the value f the prgram t yur agents. In this secnd packet, Learning Merge t PNR, yu are teaching the agents t master the fllwing assciated skills: Hw t tggle back and frth between the GDS and ClientBase. Hw t initiate the Merge t PNR prcess using ne f tw methds. Start in the GDS by checking availability and bking flights. Tggle int ClientBase Online/Brwser display r build a new prfile and merge custmer data t the PNR. Start in ClientBase Online and search fr prfile. Display r build a new prfile and merge data t PNR. Tggle int GDS t check availability and bk flights. Hw t use the Merge t PNR Feature. Selectin Screen Hw t use the Merge t PNR feature Selectin Screen Always Mve/Optinal Mve selectins Dragging travelers t desired PNR name field psitin Click Next PNR Preview Screen Update in GDS frmat Send t PNR Hw t tggle and review merged data in PNR /28/2017

14 Learning Merge t PNR Outline Yu are ready t hld a staff meeting. In-Huse Trainer Review: Hw t edit/create Prfiles. (3 minutes) Quick review f key applicable fields such as Bill T/Ship T addresses, cmmunicatin entries, traveler names, credit cards, lyalty prgrams, etc. In-Huse Trainer Intr: Why use Merge t PNR and hw des this benefit the agency and agents? (2 minutes) Saves me time when I create a PNR fr clients wh dn t have a GDS prfile. Adds details t the PNR in much the same way as a GDS prfile wuld. With every prfile built, the agency s marketing database has been verified/updated. This is the key t successful marketing prgrams. All client details are merged in a unifrm, standardized frmat, regardless f the agent. If the agency has multiple reservatin systems, nly ne prfile needs t be maintained and data is cnverted t the applicable GDS frmats. Mre efficient fr accunting (Trams Back Office) if PNR is started in ClientBase Online Versin, as the back ffice Interface ID is autmatically sent t PNR. In-Huse Trainer Discussin: Hw d I tggle between pen PNR and ClientBase Online? What are tw methds t use Merge t PNR? (4 minutes) Start by checking availability in the GDS. Tggle int ClientBase Online Versin and search fr an existing prfile. If fund, verify data is current and accurate. If nne fund, create a new ne. Merge t PNR. Search fr an existing prfile in ClientBase Online Versin. If fund, verify data is current and accurate. If nne fund, create a new ne. Merge t PNR. Tggle back t GDS and check availability. In-Huse Trainer Demnstratin: Step-by-step hw t Merge t PNR. (8 minutes) Search fr prfile either prir t ding availability in GDS, r after. Verify client data and that a Bill T/Ship T address exists. Merge t PNR. Review Selectin Screen. Select and unselect as desired. Review PNR Preview Screen, explaining hw t make changes. Finish and explain prcess f clipbard r API. In-Huse Trainer Dem: Hw t navigate back t GDS t review merged data, check fr errrs, and display PNR. (2 minutes) Q & A Sessin. (Cap 5 minutes) In-Huse Trainer Sets Expectatins: Expectatin is that all PNRs will nw be created frm ClientBase Online/Brwser Versin. (1 minute) 14 12/28/2017

15 Agent Handut Merge t PNR Skills Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Online/Brwser Can Help 15 12/28/2017

This feature wrks with Amadeus, Apll/Galile, Sabre, and Wrldspan. Sit back and watch yur database grw and watch yurself becme mre efficient by using yur marketing database t build PNRs.

16 Cheat Sheet Merge t PNR Save Time and Duplicatin with Merge t PNR N mre multiple entries r databases! ClientBase Online/Brwser prvides the ability t mve custmer infrmatin (maintained in the ClientBase Online/Brwser prfile) t yur reservatin system's PNR. This feature wrks with Amadeus, Apll/Galile, Sabre, and Wrldspan. Sit back and watch yur database grw and watch yurself becme mre efficient by using yur marketing database t build PNRs. Yu'll be surprised at hw quickly existing custmer infrmatin gets updated, and hw quickly new custmer infrmatin gets added t yur marketing database, when agents use it as their surce fr building PNRs. Als, watch yur custmer lyalty grw as agents access custmer infrmatin when building PNRs fr yur leisure clients, rather than repeatedly asking them fr the same infrmatin Example: Patrick Yung calls yur agency t bk sme flights t Paris. Yu first lcate Patrick s prfile in yur marketing database (ClientBase Online/Brwser) and verify current address and phne infrmatin. Once cnfirmed, click the Merge t PNR buttn and within mments yu have the PNR started with all f Michael's necessary infrmatin /28/2017

17 Let s Practice! Exercise #1: Start by checking availability in the GDS and tggle back int ClientBase Online/Brwser t mdify/add new prfile infrmatin. If custmer is in database, ask them if they still reside at this Address, is that still the phne number. May I add yur address? Then Merge t PNR. Select the travelers and any infrmatin yu want t merge t the PNR. Cmplete the merge and cntinue the PNR. Repeat exercise, but nw custmer is nt in database. Hw will yu ask fr infrmatin yu need fr yur custmer database? Exercise #2: Start in ClientBase Online/Brwser and tggle back int blank PNR t cntinue availability prcess. If custmer is in database, ask them if they still reside at this Address, is that still the phne number. May I add yur address? Then Merge t PNR. Select the travelers and any infrmatin yu want t merge t the PNR. Cmplete the merge and cntinue the PNR. Repeat exercise, but nw custmer is nt in database. Hw will yu ask fr infrmatin yu need fr yur custmer database? 1. Example 1: Hi my name is Susan Andersn, and yur name is? 2. Search fr the client s prfile. If they are in the system, say I see yu ve bked with us in the past. Are yu still at this address? Are yu still at this phne number? I see I dn t have an fr yu, may I have that please? (This way the client thinks yu remember them.) If nt in system, create a new prfile by saying, Can I get yur name and yur phne number please? 17 12/28/2017

18 Merge t PNR Skills Additinal Resurces Here is a list f additinal resurces available frm Trams Prducts and Services t help yu and yur agents learn basic Merge t PNR skills: Fr the In-Huse Trainer: 1. Frm ClientBase Online/Brwser prgram, click the Tls > Cntents. a. Read Putting Prfiles t Wrk fr Yu, see Merge t PNR sectin 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser. Fr the Agents: 1. Frm ClientBase Online/Brwser prgram, click the Tls > Cntents. a. Read Putting Prfiles t Wrk fr Yu, see Merge t PNR sectin 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser. Merge t PNR Skills Enhancement As agents becme mre cmfrtable in entering using the Merge t PNR feature in ClientBase Online, yu may want t: Create PNR entries at Branch Level. Create PNR entries at Agent Level. Teach Agents hw t create PNR entries and use at the Traveler Level Teach Agents hw t create PNR entries and use at the Prfile Level. Explain the significance f the name field assciatin in Prfile Cards Tab /28/2017

19 Packet Three Updating Marketing Cdes Overview Tracking yur client s travel preferences is simple when a checklist f marketing cdes is available t select frm. The Marketing Cdes in the ClientBase Online/Brwser prfile makes it easy fr agents t check ff client demgraphics and preferences. These cdes can then be used fr future marketing and t help agents qualify clients fr new trips. In this third packet, Updating Marketing Cdes, yu are teaching the agent t master the fllwing skills: T update client prfiles with Marketing Cdes which reflect travel interests Prfile Marketing Link Add/delete cdes by clicking Edit Using Marketing Cdes t qualify clients 19 12/28/2017

20 Update Marketing Cdes Class Outline After setup, yu are ready t hld a staff meeting. Phtcpy, distribute Agent Handuts, and teach Updating Marketing Cdes: In-Huse Trainer Intr: Hw des Updating Marketing Cdes in ClientBase Online/Brwser benefit agents? (2 minutes) Agency can perfrm target marketing t get right prduct t the right custmers Helps agents t qualify clients Agents can d target marketing t their wn clients Agents can be pr-active with their wn client lists t stimulate travel In-Huse Trainer Discussin: Review the Marketing Link screen. (5 minutes) Click Edit t add/delete cdes (explaining life cycle f a client an hw these cdes change) In-Huse Trainer Discussin: Review f Marketing Categries and Cdes. (5 minutes) Review and define any cdes that might be pen t interpretatin Ask fr suggestins frm agents n what cdes they feel are missing In-Huse Trainer Discussin: Ppulating Marketing Link by talking with Client: (8 minutes) During sales prcess During Welcme Hme call Listen during a cnversatin with a client, take ntes, update prfile Q & A Sessin (Cap at 8 minutes) In-Huse Trainer Sets Expectatins: Whenever an agent has cntact with a custmer and picks up n an interest while bking a trip, ding a welcme hme call, r just in general cnversatin, agent checks ff marketing cde in Prfile Marketing Link. (2 minutes) 20 12/28/2017

21 Agent Handut Updating Marketing Cdes Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Online/Brwser Can Help 21 12/28/2017

Streamline Marketing with Marketing Cdes The Marketing Tables in ClientBase Online/Brwser help yu identify each f yur custmer s unique travel preferences, interests and demgraphics, while at the same

Since qualifying a custmer fr a leisure vacatin can be the tughest part f selling leisure travel, access t this valuable infrmatin might just make the difference between clsing a sale r lsing it.

In additin, labels, letters, and e-mails are quickly created t link clients and travel preferences when a ht travel special lands n yur desk.

22 Streamline Marketing with Marketing Cdes The Marketing Tables in ClientBase Online/Brwser help yu identify each f yur custmer s unique travel preferences, interests and demgraphics, while at the same time autmatically gruping yur clients with cmmn cdes. Since qualifying a custmer fr a leisure vacatin can be the tughest part f selling leisure travel, access t this valuable infrmatin might just make the difference between clsing a sale r lsing it. These Marketing Cdes make it pssible t cnsistently ffer the right prduct in frnt f the right client by bth frnt-line agents and any marketing prgrams geared twards generating travel interest. In additin, labels, letters, and s are quickly created t link clients and travel preferences when a ht travel special lands n yur desk. A master set f marketing tables appears in every client's prfile under the Marketing Cdes link. Eight f these tables cme with pre-defined default cdes, but all f them can be custmized t meet yur agency needs. With a simple pint-and-click with the muse, every agent selects frm the same list, and that means client cnsistency and agent simplicity. Example: Les Barrymre calls in and requests sme infrmatin n a trip t the Cayman Islands. He read abut the great destinatin in his favrite Scuba Weekly magazine and figures it wuld be a great place fr a hneymn (may as well squeeze in sme diving). By clicking n the Marketing Link in Les prfile, the agent easily places a checkmark in the bx next t Scuba/Snrkel under the What Interests? Table. Nw, when yur agency has a scuba r snrkeling-related trip t prmte, rest assured that Leg will be included amng the ther qualified clients yu are tempting with the great deal! 22 12/28/2017

Cheat Sheet Update Marketing Cdes Steps fr successfully using Marketing Cdes: 1. With every custmer cntact, search fr prfile and update custmer infrmatin r create a new prfile. 2.

23 Cheat Sheet Update Marketing Cdes Steps fr successfully using Marketing Cdes: 1. With every custmer cntact, search fr prfile and update custmer infrmatin r create a new prfile. 2. As yu are talking with the client, if there is anything checked ff in the marketing table, use this infrmatin t qualify the custmer. 3. If a client bks r inquires abut a particular trip, click the marketing cde that reflects this interest fr future marketing. Updating Marketing Cdes Additinal Resurces Here is a list f additinal resurces available frm Trams and ClientBase Prducts and Services t help yu and yur agents learn basic prfile skills: Fr the In-Huse Trainer: 1. Frm ClientBase Online/Brwser prgram, click the Tls > Cntents. a. Read In-Depth Lk at Client Prfiles Anatmy f a Prfile Marketing Cdes Link sectin. 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser. Fr the Agents: 1. Frm ClientBase Online/Brwser prgram, click the Tls > Cntents. a. Read In-Depth Lk at Client Prfiles Anatmy f a Prfile Marketing Cdes Link sectin. 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser /28/2017

24 Packet Fur Getting Started with Res Cards and Reminders Overview Wuldn t it be great if yur agents had a simple way f tracking each new trip inquiry that came int the agency and a systematic apprach t fllwing up t clse the sale? Managers culd actually see hw many inquiries came in n a given day r week, and see the sales fllw-up status. Agents wuld clse mre sales. With ClientBase Online/Brwser Res Card and Reminder features, these tls are nw at yur fingertips. In this furth packet, Getting Started with Reminders & Res Cards, yu are teaching the agents t master the fllwing skills: Hw t create Reminders in cnjunctin with Res Card. Whenever a custmer makes a trip inquiry, an agent shuld: Update/Create Prfile & Create Res Card Agent Name Required; Active Status is default Set Reservatin Cycle t Under Cnsideratin Give trip a name & Identify regin Save t save Res Card Hw t create Reminder in Activity tab f Res Card t fllw-up n sale: Create Reminder Set a fllw-up date Use subject, Trip Inquiry Fllw-up frm drp-dwn menu Hw t wrk ff a T-D List and clse Reminders with either a reschedule r using Cmpleted Field /28/2017

25 Getting Started with Res Cards and Reminders Class Outline After set up in ClientBase Windws Versin, yu are ready t hld a staff meeting. In-Huse Trainer Intr: Hw d Res Card Reminders benefit agents? (2 minutes) Helps me rganize my daily rutine. Helps me manage the sales prcess: I ll get alerted when it s time t fllw-up n that sales inquiry. Helps my agency determine hw many new trips are inquired abut n a daily, weekly, mnthly basis, and hw many f these trip inquiries turn int actual bkings. All details abut a particular trip are kept in ne place. In-Huse Trainer Demnstratin: Hw t create Reminders in cnjunctin with Res Card. With every trip inquiry (nn-arc), an agent creates a basic Res Card. What is a Res Card? (5-8 minutes) Search fr Prfile Update/Create Prfile if nne exists Create Res Card Add Agent name if nt defaulted Status Active defaults Select Reservatin Cycle Under Cnsideratin Give trip a name Identify regin Save Res Card In-Huse Trainer Demnstratin - Hw t create a Reminder fr trip fllw-up: (6 minutes) Set a fllw-up date Explain dated and timed activity vs. t-d timeless Review screen details Select Trip Inquiry Fllw-up as subject frm drpin-huse Trainer Demnstratin - Shw hw t find all activities in the activity link f custmer prfile. (2 minutes) In-Huse Trainer Demnstratin Hw t wrk ff a T-D List daily in the Activity Manager. Either clsing the Reminder by rescheduling it, r using the Cmpleted field t take f list after it is refreshed. (3 minutes) Q & A Sessin (Cap at 5 minutes) In-Huse Trainer Sets Expectatins: Expectatin is that with all new trip inquiries, agents will create a new Res Card a Trip Inquiry Fllw Up Reminder. (2 minutes) 25 12/28/2017

26 Agent Handut Getting Started with Res Cards & Reminders Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Online/Brwser Can Help 26 12/28/2017

27 Strengthen Client Relatinship with Activity Manager Tired f the paper nightmare taking ver yur desk? S many pst-it ntes yu can hardly find yur cmputer? Thrugh the use f Reminders, Ntes, and Mailers, ClientBase Online/Brwser makes tracking cmmunicatin with yur clients a paperless prcess. Best f all, this infrmatin can be shared amng agents and used t manage the marketing activities ging n in yur agency. Reminders act as ticklers t keep yu n tp f imprtant activities like brchure fllw-ups, final payments, welcme hme calls, birthdays and ther marketing activities. Agents create Reminders t schedule future cntacts and maintain daily t-d lists. Ntes allw Agents t easily dcument the cntact yur custmers have with yur agency such as Client Cmments, Client Inquiries, r Client Questins. Mailers act like entries in a marketing lg. They are a histrical recrd created autmatically whenever a label, dcument template, , r mail merge file is created fr a client r grup f clients. (Studies have shwn agents' prductivity and sales increase dramatically when using an activities management system like ClientBase Online/Brwser. Better agent prductivity is an imprtant ingredient f a happy and successful agency.) Example: The agency s mst prductive agent, Dianne, wrks frm a daily Reminder and t-d list in ClientBase Online/Brwser. Frm this area, she tracks and cmpletes all f the custmer marketing tasks that keep her valued clients lyal. ClientBase helps Dianne manage her schedule and t-d list s she is efficient at: Fllwing-up and clsing just abut any travel lead that cmes her way. Managing all f the tasks invlved in planning a trip, including checking n payments, dcuments, waitlists, seating etc. Welcming her custmer hme frm their trips, as well as scheduling and managing n-ging cmmunicatins with her valued custmers. The way that Dianne begins her wrkday each mrning tells yu ne f the reasns that she is a prductive agent. The first thing she des when she signs int ClientBase Online/Brwser is click n the Activities link. By default, ClientBase Online/Brwser searches the database fr Dianne s Open Reminders and the Results Screen immediately displays a list f the Reminders (r tasks) she needs t cmplete tday. She likes t plan ahead and it is becming mre and mre apparent why Dianne is the mst prductive agent. It has taken less than ne minute fr Dianne t review and rganize her day with the help f ClientBase Online/Brwser /28/2017

28 Cheat Sheet Getting Started with Res Cards and Reminders Steps fr successfully implementing basic Reminder & Res Card skills: 1. When a custmer inquiries abut a trip, search fr prfile t update r create new prfile, and click n Res Card link n menu bar t create a new Res Card. Agent Name required Status Active defaults Select Reservatin Cycle, Under Cnsideratin Give trip a name & identify Regin and Destinatin Apply t save Res Card 2. Click the Activity Link and Add t create Reminder fr trip fllw-up: Set a fllw-up date Select subject, Trip Inquiry Fllw-up, frm drp-dwn menu Use the alarm (ptinal) Save Res Card 3. Every day pen Activity Manager and yur New Trip Inquiry Fllw-ups appear n yur T-D List. 4. Clse a Reminder by either rescheduling it (if apprpriate), r checking the Cmpleted field /28/2017

29 29 12/28/2017

30 Let s Practice! Exercise #1: There s a new client n the phne interested in a Bermuda Cruise. Create a new Prfile, a new Res Card, fill in the suggested fields, and create a Reminder t fllw-up next week. Set Alarm. Getting Started with Res Cards and Reminders Additinal Resurces Here is a list f additinal resurces available frm Trams and ClientBase Prducts and Services t help yu and yur agents learn basic prfile skills: Fr the In-Huse Trainer: 1. Frm ClientBase Online/Brwser prgram, click the Tls > Cntents. a. Read In-Depth Lk at Activities 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser. Fr the Agents: 1. Frm ClientBase Online/Brwser prgram, click the Tls > Cntents. a. Read In-Depth Lk at Activities 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser. Getting Started with Res Cards and Reminders Skills Enhancement As agents becme mre cmfrtable in creating and using basic Reminders, yu may want t teach them additinal skills: Hw t create Ntes Other Reminder uses Hw t add ther types f Reminders 30 12/28/2017

31 Packet Five Enhanced Res Card Skills Overview Nw that yur agents have been intrduced t the ClientBase Online/Brwser Res Card t manage the sales prcess, it s time t expand the use f the Res Card fr tracking the reservatin details nce a bking is made, and t use Batched Reminders t manage the trip planning prcess. In this fifth packet, Enhanced Res Cards Skills, yu are teaching the agents t master the fllwing skills: Hw t find Res Cards they have created Mving between Reminders and the Res Card Retrieving Res Cards frm the Client Prfile Review General Inf Sectin Aut-fill fields: Create Date, Agent, Status Hw t change Reservatin Cycle t Bked Bill T and Ship T Addresses Key Additinal Fields in Res Card Grup Regins and Destinatins Traveler Name Insert frm Prfile, r link ther travelers Hw t Create New Reservatin and input Vendr, trip pricing, and trip dates Hw t use Batched Reminders 31 12/28/2017

32 Enhanced Res Card Skills Class Outline After set up in ClientBase, yu are ready t hld a staff meeting. In-Huse Trainer Review: What is a Res Card and hw des using Res Cards benefit agents? (3 minutes) Manages sale frm start t finish Easily create Reminders all at nce fr all the things yu need t track Prvides valuable trip details in ne place Management and wners can get valuable reprts n trips Res Cards enable yu t use Live Cnnect Prviders Saves time by typing details int Res Cards instead f writing them n paper and transferring them Invices frm Res Cards fall directly int Trams Back Office In-Huse Trainer Demnstratin: Hw t retrieve previus created Res Cards. (3 minutes) Frm Prfile s Res Card Link Frm Res Card Manager In-Huse Trainer Demnstratin: General Inf Res Card Sectin (3 minutes) Change Reservatin Cycle frm Under Cnsideratin t Bked. Shw Page Histry t g t Prfile and t hp back int Res Card Explain Bill t and Ship T Addresses, Regins, Grup Add Travelers Insert frm Prfile, and link ther travelers In-Huse Trainer Demnstratin Create a new reservatin and input vendr, trip pricing, and trip dates. (3 minutes) In-Huse Trainer Demnstratin - Click Reminders t set up all reminders fr the trip. Shw hw t save and check in Activity Tab fr all reminders created. (3 minutes) Q & A Sessin (Cap at 5 minutes) In-Huse Trainer Sets Expectatins (fr Agent accuntability): Agents are t setup a Res Card fr each new trip and create a reminder fr Trip Inquiry Fllw-up. When client bks trip, agent will search fr the Res Card, fill in key Res Card infrmatin such as travelers, vendr, trip pricing and dates, and created reminders fr Depsit, Final Payment, and Check fr Dcuments, and Welcme Hme call. (3 minutes) 32 12/28/2017

33 Agent Handut Enhanced Res Card Skills Disrganized? Over wrked? Wasting time lking fr files, phne numbers and infrmatin? ClientBase Online/Brwser Can Help 33 12/28/2017

Manage the Trip Planning Prcess with Res Cards As yur agency implements ClientBase Online/Brwser and begins reaping the rewards f imprved custmer relatinships and effective marketing prgrams, yur

34 Manage the Trip Planning Prcess with Res Cards As yur agency implements ClientBase Online/Brwser and begins reaping the rewards f imprved custmer relatinships and effective marketing prgrams, yur leisure travel sales shuld start increasing. T help yu better manage this increasing vlume f business and track the leads generated by yur marketing prgrams, the Res Card has been created. Think f the ClientBase Res Card as a hme fr the many details invlved in planning each and every trip fr yur custmers and as a tl that will help yu manage the entire trip planning prcess. Regardless f the technlgy yur agents use r dn t use, regardless f yur niche r type f business, regardless f hw lng yur agents have been in the business, there are certain fundamental cmpnents invlved in the trip planning prcess. The ClientBase Online/Brwser Res Card has been designed t help agents thrugh each prcess with the bjective f making agents mre efficient and effective. In the past, agents may have cncentrated mre f their attentin n just the Bking Prcess, but with the advent f airline cmmissin caps, there has been a new emphasis n leisure bkings and a greater need t manage these leisure sales. The Res Card feature in ClientBase Online/Brwser prvides a perfect tl t integrate all prcesses in trip planning. By setting up a Res Card, an agent can dcument the client s first call by creating a Res Card and scheduling a fllw-up call (listed n the daily t-d list) with a Reminder. Once the custmer is cnsidering the trip, the agent can capture details f reservatins and print ut client qutes r itineraries. By using the Live Cnnect feature in ClientBase, agents have the ability t bk reservatins via n-line bking engines and then pull all that reservatin detail back int the Res Card. When the client bks the trip, the agent can prduce invices and trip statements, while tracking inviced and un-inviced balances. Additinal ntes and reminders can be created t remind an agent f a final payment date r a dcument cnfirmatin. When the custmer returns hme, the agent can dcument his remarks and suggestins. Because all client trip data is in ne lcalized area, reprts such as Final Payment, Vendr Bking and Service Prvider Activity can be prduced fr Res Cards in all stages f implementatin f the trip planning prcess. As ClientBase shares a database with Trams Back Office, the invices generated frm the Res Card autmatically becme part f the Trams Back Office data. Invices generated thrugh the Res Card maintain their wn numbering system, separate frm the numbering system f invices generated thrugh Interface. Managing the Trip Planning Prcess Sales Prcess Bking Prcess Administrative Prcess Welcme Hme Prcess Accunting Prcess 34 12/28/2017

35 Steps fr successfully entering Res Card Infrmatin: 1. Fr every new trip inquiry, edit/create a new prfile and then create a new Res Card and Trip Inquiry Reminder as learned in Packet 4. Res Card Cycle (change t Bked) Grup Trip Name Regin/Destinatin Passenger Name Insert frm Prfile, and add ther travelers 2. When client bks the trip and if a Res Card already exists fr this custmer, pen it either thrugh the Reminder, r in the Prfile Res Card tab. Fill in Key Fields in Res Card. 3. Create new Reservatin and input vendr, trip prices and trip dates. 4. Click Batched Reminders t autmatically schedule depsit due, final payment, check dcuments, welcme hme calls, etc /28/2017

36 Enhanced Res Card Skills Additinal Resurces Here is a list f additinal resurces available frm Trams Prducts and Services t help yu and yur agents learn Enhanced Res Cards Skills: Fr the In-Huse Trainer: 1. Frm ClientBase Online/Brwser prgram, click Tls > Cntents. a. Click An In-Depth Lk at Res Cards. b. Click Set Up ClientBase fr yur Agents Glbal Default Res Card Defaults Batch Reminder Settings. c. Frm Index, type B. Click Batch Reminders. 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser. Fr the Agents: 1. Frm ClientBase Online/Brwser prgram, click Tls > Cntents. a. Click An In-Depth Lk at Res Cards. 2. Click this link t attend live ClientBase WebEx classes 3. Click this link t attend daily ClientBase Q&A fr all yur ClientBase questins. 4. Click this link t listen t all recrdings fr ClientBase Online/Brwser /28/2017

Family Support Service Provider Quick Reference Guide to CYBER

Family Support Service Provider Quick Reference Guide to CYBER Welcme Page: Family Supprt Service Prvider Quick Reference Guide t CYBER Links t Mnitr Regularly: Authrizatin Current: Will list all currently pen authrizatins; shuld include nly thse yuth currently receiving