1. CRM Case Management System

Transcription

1 1. CRM Case Management System CRM stands for Customer Relationship Management. CEA will access to customer s profile, purchase details and the cases related to IRs who have purchased QVI Packages. Every new CEAs will be given CRM access after training completed. The Supervisor in-charge will do the necessary paper work to ensure all the CEA have the log in ID and password to the CRM. 1) Log in to CRM :- 2) Enter Log in ID / Password :- zodiac\ (CEA Log in Name) & Password 3) Click Ok

2 2. DASHBOARD SETUP a) Click File / Option / General b) Default Pane Type - Workplace c) Default Tab Type - Dashboard d) Set the number of records shown per page in any list of records Select 25 e) Set the Time Zone Select Kuala Lumpur (for Malaysia) or Select Hong Kong (for India) f) Click ok

3 Ensure the Dashboard Z- QVI CEA Dashboard 1 and select Set as Default. Your Dashboard will refresh with the new set up. After refresh your screen will show as per following:-

4 3. Grid on the left side of the screen Direct Modules My Work Dashboard , Case Module, Graphs, Contacts and Purchase History Customers Contact Customers Profiles Extensions Entitlement Product Entitlements Purchase History Product Purchase History Reservation Reservation History Payment Payment History Points Entitlement QVI Points customers Points Entitlement History Points Redemption QVI Points customers Points Reservation History Qupon QVI Points customer Qupon History Travel Shield Travel Shield History Inventory Request Room Grid Request History Inventory Setup Room Grid Setup by Inventory Team Case log Case Log History QVI Room Grid WORKPLACE Dashboard SETTINGS Product Master Property Master

5

6 4. CASE MANAGEMENT All s from our customers comes from the following mailboxes will be routed to CRM Case Management. 1) 2) 3) 4) 5) For Member residing in India All incoming s will register with a case id starting QVI through CRM (Customer Relationship Management). Case ID - QVI a) QVI 2015 Reflects the Year b) QVI Reflects the month c) QVI Reflects the Date d) QVI Reflects the Running Sequence Number All cases will go through Round Robin system had been pre-set to deliver the s equally to all the Customer Experience Ambassador accordingly. The entire case basket will be set a maximum of numbers for respective Customer Experience Ambassadors to handle and the Round Robin will continue to drop the cases till it reach the to the maximum.

7 5. Module :- By default you will see Z My In-charge Received a) It also has a drop down list of the following:- All s (Pending Send / Failed) access s which have not been sent. All s (Received) All received All s (Sent) All s sent My In-Charge (Pending Send/Failed) access to only your in-charge s which have not be sent. My In-Charge s (Received) access to only your in-charge received s. This should be by Default My In-Charge (Sent) access to only your in-charge sent.

8 These number will reflects the number of s received. These will reflects the number of pages. A blue arrow shows will indicate there are more than 1 page.

9 Under the module, you can search using IR ID, Case ID or Member s address if you are searching for any particular enquiries. In the module you can see if your had been read yes or no which indicate as Yes for read and No for not read for you to identify

10 This graph will indicates the received from existing case which has not been replied date wise. Pending for action.

11 6. Case Module :- Under the Case Module is where all the s converted to cases and appear with case id By default you will see Z My Active Cases b) It also has a drop down list of the following:- All Active Cases (QPS) All the cases related to QVI Points s. All Active Cases (QVI) All active cases both centres. All Closed Cased (QPS) All closed QVI Points cases. All Closed Cases (QVI) All closed cases both centres. My Active Cases Your active cases. This should be by Default My Closed Cases Your closed cases.

12 This graph will indicate the cases pending as per date wise and status in case module. c) It also has a drop down list of the following:- Report My No response New Cases Filter to check for New Cases which not been replied for New Cases Report My No response Not New Cases - Filter to check for New Cases which not been replied for Not New Cases

13

14 7. Contact Search :- The contact under main dash board is the short cut to search for customer s profile. This is to search for customer s profile with IR IDs and enter. Double click to expand the view.

15 Customer s Profile Details :- General IR s general information Non editable. QVI Profile QVI Correspondence CEA allowed to make the changes in Address, Home Contact Number, Mobile Number, Address and Alternative Address. To make any changes, verification has to be done with the IR. KYC Correspondence Know your customers. CEA can update the details accordingly. To make any changes, a verification has to be done with the IR. Other QVI Correspondence Cases CEA able to see the past and present cases linked to this customer s profile. Purchase, Entitlement, Reservation, Payment, Points Entitlement, Points Redemption and Qupon History CEA able to see all the related details respective for this customer.

16 If any amend or changes made under the QVI Correspondence, must ensure to click save the records.

17 8. Purchase History:- The purchase history under main dash board is the short cut to search for the purchase history (profile) of the customers. This is to search for purchase profile with IR IDs, QVI ID, member s surname, address and order numbers. Double click to expand the view.

18 Customer Profile Search will display the information of the customer profile. General a) IR ID, full Name b) QVI ID Transaction information a) Product Name b) Purchase Date c) Purchase Currency (USD, EURO and INR) d) Payment Status - Outright Purchase Full Payment - Partial Payment Purchase is not complete. e) Order Number f) Payment Mode The mode used to purchase this product g) Amount Received Amount paid

19 Purchase History Grid on the left side of screen inside Purchase History:- Contacts IR s general information Non editable. Cases Entitlement, Case Log, Inventory Request, Payment, Reservation, Points Entitlement, Points Redemption and Qupon CEA able to see all related details to the purchase history Audit History CEA able to see the last changes made related to this profile as by whom and when the changes were made. Processes CEA will able to re-run the work flows.

20 9. HANDLING CASES Case Management Case a) All to set the dashboard view to view all incoming cases under the My Active Cases b) CEA to be able to see all pending cases and fresh cases under their respective active cases. c) CEA to open the case to perform a check to ensure of the followings :- Case link with the member s profile IR ID Member s registered address Source of Request ( , Portal and Call In) Received from registered address Portal received from Support Page Call In Manually created case id d) A mandatory verification procedures must perform.

21 10. SOURCE OF REQUEST CRM recognize the is from registered IR account and therefore the source request will show as . Portal Member who registered with Qnet with an address and sends with different address the system will send a support page to member requesting for more details. The system is not recognising the address from the member who sent the and therefore the system sends the support page to member. The member should fill up the support page and resend to customer care. The support page address they receive is Attending to Support Page Request Source of request as (PORTAL) When IRs reply completing the support page A mandatory verification procedures must be performed before proceeding with reservation. Verification of Contact Number Verification of Registered Address Verification of Registered Address CEA should update the QVI Correspondence upon clarification. CEA should ensure the address match the records as per the CRM. Any discrepancy CEA should contact the member for verification on the discrepancy and clarify with the member. CEA should update the address in QVI Correspondence and advise the member to contact Qnet to change in their database. Upon having the clarification CEA should update the address in QVI Correspondence. Call In The source of request shows as Call In, this is manually created case id.

22 11. CASE TYPES & CASE CATEGORY The system will set the case to Enquiry Bookings and Reservation as around 90% of the cases are related to it. CEA is be responsible to change it accordingly. CEA should change the QVI Case Type Category based on the content of the . Then, change the QVI Case Type accordingly. QVI Case Type Category QVI Points / Travel Shield Transfer of Ownership Enquiry Feedback. QVI Case Type Non QVI/Qnet Members Shipping Request Extension Guest Name Change / Resend CV General Query Booking Request Cancellation Request GSC Related

23 12. REPLYING TO S After opening the case, CEA should scroll down to check Received / Completed Double click to open the to see the content of the . CEA also ensure to check if there are more than 1 address to respond. Example in the , the requestor might copied the up-liner or any senior management team in the cc.

24 CEA should always ensure to click Reply or Reply All when responding to the . When replying CEA should ensure who is in the To list and who is in the CC list. a. Must be the person the is address to. b. Copy should the person in the copied by the sender.

25 13. Templates templates are created for the convenience for CEAs to shorten the process of constructing the sentences. CEA should ensure to use the correct templates when replying to member accordingly. Templates CEA must select the correct templates in case management. CEA should check the signature name, signature banner and closing remarks before replying the . CEA should change the selected templates wherever it s appropriate. CEA should check the composed before sending it out to the IR.

26 14. CASE STATUS AND DEFINITIONS CEA ensure to change the case status to the following depending on the progress of the cases status. Active Cases New CEA had not attended to the case yet. Checking Availability CEA had already attended and check for the availability Pending for Acceptance CEA had offered the availability to the IR and waiting for acceptance from the IR. Pending for Inventory / Shipment Update CEA is waiting for the inventory to offer the availability / or waiting for the membership fulfilment to update on the shipment details Pending for Approval CEA waiting for immediate Supervisor or Team Leader approval on a case he/she escalated Pending for Payment (CEA) CEA waiting for the Ecard/Evouchers to be charged by the TL/Sup. Pending for Payment (Member) CEA waiting for the IR to do the payment transaction. Pending for Ref No CEA waiting for the Inventory to update on the booking reference number. Closing Cases 3 new custom buttons are created, and they are now located in the right side of the form: [Resolve] button [Cancel] button [Duplicate] button

27 Resolve button resolves the case record. When user clicks on the "Resolve Button", a confirm box appears showing the message "Are you sure to Resolve this case now? If the user clicks on Cancel then the confirm box disappears and on clicking Ok button the case gets resolved changing Status and Case status both to "Resolved" and "Closed".

28 Cancel Button resolves the case record. When user clicks on the "Cancel Button", a confirm box appears showing the message "Are you sure to Cancel this case now?" If Ok button is clicked by the user, case gets canceled changing Status and Case status both to "Cancelled" and "Cancelled".

29 Duplicate Button resolves the case record. When user clicks on the "Duplicate Button", a confirm box appears showing the message "Are you sure to Cancel this case now, and mark it as Duplicate?". If the user clicks on Ok button the case gets cancelled changing Status and Case status both to "Cancelled" and "Duplicate".

30 15. ENCODING OF USAGE FEE PAYMENT WITHOUT RESERVATIONS IRs will request to bank in or deposit their week entitlement by paying only the Usage Fee payments. Once CEA received the transaction id, CEA should encode the payment into the week entitlement of the package holder. Usage Fee Encoding Search for the product under the purchase History Click on the Week Entitlement Select the year accordingly Double Click

31 Select the year accordingly Double Click on the year of entitlement Click on the payment

32 Add New Payment New Payment Form will open Encode The Payment Type Usage Fee Encode The Payment Mode Ecard / Evoucher / Credit Card Encode The Payment Currency USD / INR / EURO Encode The Payment Auth / Receipt No The Blue Box CEA should encode the details. The Red Box CEA should check the details which are auto.

33 After Checking click save and close. These are the same process for CEA encoding Week Extension Fee / Package Extension Fee. Encode 6 months first and another 6 months for total of 1 year Extension

34 16. PAYMENT, CREDIT BALANCE SPENT, PAYMENT SURPLUS AMOUNT IRs will request to bank in or deposit their week entitlement by paying only the Usage Fee payments. Once CEA received the transaction id, CEA should encode the payment into the week entitlement of the package holder. 3 new fields Extension One Year System only enable this field when payment type Extension Fee Payment Type Amount System to show the full payment amount to be, for specific payment type. Amount Paid End User to fill up the amount paid by the member for this payment record. Payment Mode added Credit Balance selection. System will prohibit the payment record from being saved, if the Credit Balance from the member s [Contact].[Credit Balance] is not enough. Note that the Credit Balance is counted in USD. [Contact].[Credit Balance] is shown on the payment form now. INR and EUR payment is now able to be populated according to the predefined value.

35 6. ROOM GRID 1. Inventory Request Module All inventories will be loaded in this module which will be under the Inventory Request Module in CRM. CEA should switch to Z - QVI CEA Dashboard (2) should the CEA would like to check for the Inventory posted. Dashboard View 01 Request Submitted Once a CEA posted submit any new request the request will appear under Request Submitted 02 Fulfilled Inventory Team Fulfilled the request which are posted by CEA for the CEA to take next action by offering to respective member 03 Accepted Inventory will had been accepted by the respective CEA 04 Closed Inventory Closed 05 Cancelled Inventory Cancelled by CEA after posting the request 06 All All Request Status for past 12 months. Filtering Option CEA able to search for the inventory with QVI ID / * IR ID / CEA Name / Reference code after customer accepts the inventory offer. The most specific advisable way to search is with the QVI ID ONLY.

36 2. Inventory Request Module (QUICC) Under this module CEA will see units offered by Inventory and CEA should offer the availability and accept should member accept the offer. After Inventory Team fulfilled the request CEA will receive the notification their respective mailbox. Example:- Offering Process Change the Inventory Request to Fulfilled Search by QVI ID

37 CEA CEA will see the Inventory Posted Inventory Team Under the Inventory Team, CEA can see the request Status :- o o o Available As per original request Rejected Not available Alternative Inventory offered Alternative CEA should check the request status before offering to member CEA refer to the Fulfilled Option for the Inventory Offered CEA lookout for the remarks posted by the Inventory Team for CEA to advise the member. CEA has to check the deadline of the offer and should not offer it to the member if it is over the deadline. All the fulfilments have to be offered within the deadline.

38 Confirmation CEA should click Unit offered Yes after offering to member Automatically the Confirmation Offered Date will appear Click Save and Request Close to update the records

39 Accepting Process Change the Inventory Request to Fulfilled Search by QVI ID Confirmation / Reject CEA should select Accept / Reject under Customer Response Furnish Guest Name should the reservation for Guest Name Click Save and Request Close to wait for the confirmation reference number.

40 3. Inventory Confirmation Confirmation Reference Number After accepting the offer, CEA will receive the notification in the respective mail box Example Confirmation Reference CEA should get the confirmation reference code from Inventory Request Module. Copy the reference code number Go Back to Inventory Search Enter the Reference Code / Search Reservation will show up for CEA to continue to proceed. Click Select

41

42 New Reservation Window will pop up QVI ID Automatic Appears CEA should select the Entitlement o Active Usage Fee Encoded o Dormant Usage Fee non Encoded CEA enter their name Click on the Confirm Unit which will bring to CRM Reservation Module Encoding Reservation CRM CEA will see all field auto filled. CEA should check all the details appear correct and click Save. Add new Payment Select the payment type Xchange Fee / Guest Cert Fee Select the appropriate Currency USD for World Plan and INR for India Plan member Check the amount which auto pop up at amount. If correct proceed. If the amount is wrong, correct the amount accordingly. Select Payment Mode (Ecard / Evouchers / Credit Card) Encode Payment Auth reference or receipt No. Click Save and Close. Refresh the week entitlement again. And click on refresher icon Closed Activities to check on the confirmation voucher issued.

43 4. Inventory View / Edit Under this module CEA will be able to search G / GR units as in Inn Keeper previously. Checking for G / GR Unit CEA enter Country From Date (Check in Date) Property Name Click Search CEA will see the dashboard which units are available as per G & GR units. CEA should take note of the following status of the units :- Blue - Available Orange Hold Yellow Process Green Confirm Brown Reserved Grey Not Available CEA should check the status of available G & GR Units by clicking the Select option:- Window will pop up in a new window or a new tab.

44 CEA enter the QVI ID and click tab CEA enter the Active Entitlement ID CEA enter hold reason and CEA name Click Hold Unit and offer to member 5. Inventory Search to post for new request CEA enter the check in The Country member Booking Window by Default 10 which means 10 days before selected check in date and 10 days after the select check in. This will give a range of other alternative option which dates are available before and after the requested check in date. Resort which member is requesting preferred Resort / Alternative you can leave it blank to look at all options Click Search

45 Submit a fresh request form CEA unable to find any match, CEA will proceed to submit a new form and click on Submit Request. Mandatory Fields CEA should fill up when submitting a new request. o o o o o o o o o QVI ID Case ID (not mandatory for now. It is optional) No of Unit No of Pax Country Requested Resort Check in / Check out Date Remark (not mandatory for now. It is optional) Click Request Post

46 6. Inventory Search Pre-loaded Inventories CEA should also check for pre-loaded Inventories which Inventory would like to resell the units for CEA to offer to member. CEA enter the check in Choose the country the member would like to go to Booking Window by Default 10 which means 10 days before selected check in date and 10 days after the select check in. This will give a range of other alternative option which dates are available before and after the requested check in date. Resort which member is requesting preferred Resort / Alternative you can leave it blank to look at all options Click Search The Pre-loaded inventories will show up giving the 10 before and after referred check in date CEA should check the status of the preloaded availability :- o o o Available Reserved Hold

47 CEA may select the unit status says Available by clicking the select. Window will pop up CEA enter the QVI ID Entitlement ID & Year automatically appears provided the package status is Active CEA enter hold reason and CEA name Click Hold Unit and offer to member

48 7. Releasing of Units Rooms on hold in Room Grid will automatically be released after 48 hours. However if CEA would like to release the unit before SOP of 48 hours may do so by:- Releasing of Holding Unit CEA should switch back to Z - QVI CEA Dashboard (2) Look for Inventory Setup Z My Hold Inventory Search by QVI ID Click Run Work Flow to release the unit Notification will appear to double confirm Click ok