PART 1: BEGINNING PROFILES, RES CARDS, REMINDERS AND MARKETING CODES
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- Jeremy Hunter
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1 Welcome to Master ClientBase Online! This three hour class will provide an introduction to ClientBase Online basics. Part 1: Beginning Profiles; Basic Res Cards; Reminders; and Marketing Codes Page 1 Part 2: Adding Reservations and Service Providers; Basic Invoicing; and Creating Batched Reminders Page 6 Part 3: Live Connect and the Activity Manager Page 12 PART 1: BEGINNING PROFILES, RES CARDS, REMINDERS AND MARKETING CODES Program Overview Let s begin with an overview of the program. The main ClientBase Online screen consists of 1. Browser Items; 2. File Managers, Tools, Help, Log Off; 3. Menu Items (Tool Bar); 4. Search Filters; 5. Search Results (Display Area). Find/Create a Leisure Profile 1. To find a client profile, enter just a few letters of the client s last name. If the profile exists, select the name and then select view. 2. If a profile does not exist, click on Create Profile in the menu items. 3. Select Leisure. 4. Enter the information on a new leisure client on the Quick Entry form. The Quick Entry form consists of two screens, one for the Profile (General Info) and one for the Primary Traveler. Required and optional fields are indicated with peach and green shading, respectively. 5. Select Next to move to the second screen. 06/17 Master ClientBase Online 1
2 6. Click Save when complete. 7. Ensure that the client profile includes accurate and up-to-date information: o On the General Info page, check for Address, Bill-to and Ship-to address(es). If your agency uses Trams Back Office, there must be an Interface ID. o On the Communications page, verify primary telephone number and primary address. o On the Travelers page, ensure that each traveler is listed and includes at least his or her legal full name. If a traveler is not listed, click Add and enter the traveler s legal first, middle and last name. Birthday and Passport information goes in this area. o It s also helpful to save the client s credit card information to his or her profile. To enter/review credit card information, click on the Credit Cards link. If customer has frequent flyer cards, hotel, cruise, car cards, etc., these go in the Loyalty Programs link. Marketing Codes The Marketing Codes link provides the means of tracking client interests and travel preferences, while arming you with key information to use during the qualifying process of selling leisure travel. It is up to you to tell ClientBase what you know about your client for effective and successful marketing. To add or modify the client s marketing preferences, select the Marketing Codes link and check or uncheck any marketing codes, and click Save or Cancel. Remember that customer s needs often change. Removing, or editing marketing information when no longer valid is as important as entering new information. 06/17 Master ClientBase Online 2
3 Basic Res Cards and Reminders The Res Card in ClientBase Online is an electronic file folder designed to help you manage the entire booking process from trip inquiry to welcome home. You can create reminders to follow up with appointments, inquiries, payments and all aspects of the trip planning process. Let s learn how to create a Res Card for a trip inquiry and create a reminder for a follow up appointment 1. Search for or create a client s profile. Once opened, create a new Res Card by selecting Res Card in the menu bar, or select the Res Cards link and click Create Res Card. o o Each Res Card is information on ONE trip. Enter the basic information about this trip, including the Reservation Cycle, Region/Destination and a Trip Name and any other fields you are instructed to fill out. You can include any internal notes in the Agent s Remarks field which has unlimited room so you don t have to copy notes on your yellow pad or in a folder on your desk. These remarks will not print on client documents. Notice that we ve left the Trip Start Date and Trip End Date blank. These fields will be filled in automatically when we add reservation details later. 2. Select the Activities link in the Res Card > Create Activity or select Reminders in the Menu Bar. 3. Select Create Single Reminder to create one reminder. Select Create Batched Reminders to create multiple reminders. We will select Create Single Reminder for our example. 06/17 Master ClientBase Online 3
4 Date of Reminder: Defaults to today s date. Enter a different date by keying in a different date in format as listed below, or click on the three dots next to the date field and double-click on a date from the calendar. To Do (Timeless): Check here for this Reminder to appear on your To-Do list with no specific time for completion indicated. Start Time: Enter time if you want to setup an alarm. Defaults to current time if Timeless To-Do is not checked. The time you enter here appears on your To- Do List in the Activity Manager. Duration: Enter duration of the Reminder to appear on your To-Do List in the Activity Manager with the duration you specify. Login Name: Defaults to the user currently logged into the system. Choose a different user by clicking on the drop-down menu. Completed: Check here when Reminder is completed, and fill in correct Completed Date. Entering a Complete Date takes this Reminder off the To-Do list. Set Alarm: To further assist with remembering important tasks, reminders include an optional alarm. This alarm, like the alarm which awakens you each morning, activates at the time designated within the reminder (regardless of where you are in the ClientBase program, or any other program) as long as you are logged into ClientBase. Update Calendar after Saving Changes: When checked updates are sent to user s address. Upon saving the Reminder, an is sent to the user. The appears as a meeting request and includes a link to the Activity. Click the Accept button to save the Reminder to the Outlook calendar. Reminder Type: Enter the type of follow-up for the Reminder by clicking on the drop-down menu and picking from a customized list. Such types may include phone call, , letter, etc. Reminder types are customized and setup in Global Defaults by the database administrator in the Windows version of ClientBase. Priority: Click on the drop-down menu to mark this Reminder with a priority level: High, Medium, or Low. Priority level can be used as search criteria in both Level 2 Queries of the Activity Manager. Private: Click here if you want the note to be private (not suggested). Only the sign-in agent and database administrator can access the Reminder. Subject: Enter the subject of the Reminder by clicking the drop-down menu and picking from a customized list. Remarks: Enter any additional remarks or instructions in the text box at the bottom of the Reminder entry screen. This is a very important section - this area will contain a history for everyone of what happened with this particular reminder. 06/17 Master ClientBase Online 4
5 4. The newly created reminder will in the Activities page of your Res Card. 5. Move to your Activity Manager to view your list of things to do. Make sure to mark Reminders completed so they no longer appear on your list of things to do. 06/17 Master ClientBase Online 5
6 PART 2: ADDING RESERVATIONS & SERVICE PROVIDERS, BASIC INVOICING AND CREATING BATCHED REMINDERS Add a Reservation and Service Providers 1. Search for the client profile. 2. Click on the Travelers link. Travelers within a profile are those associated to the household. View each Traveler record and make sure full legal name is included. 3. For invoicing purposes, click on Credit Cards to make sure the card being used has been added and is up to dated. Select Edit or Add. 4. Click on Res Cards to see if there is an existing Res Card. If the Res Card does not exist, create a new Res Card by selecting Res Card in the menu bar, or select the Res Cards link and click Create Res Card. o o Each Res Card is information on ONE trip. Enter the basic information about this trip, including the Reservation Cycle, Region/Destination and a Trip Name and any other fields you are instructed to fill out. You can include any internal notes in the Agent s Remarks field which has unlimited room so you don t have to copy notes on your yellow pad or in a folder on your desk. These remarks will not print on client documents. Notice that we ve left the Trip Start Date and Trip End Date blank. These fields will be filled in automatically when we add reservation details later. 06/17 Master ClientBase Online 6
7 5. Add/edit passengers by clicking on the Travelers link. Select the Travelers by putting a check mark in the appropriate box. a. To add a passenger, click Add. b. To Search and Link a Traveler record from another profile, click Search. c. To edit/remove a passenger, click Edit next to his or her name. 6. Click on the Reservations link, then Add Reservation. Select the appropriate reservation type. In this example, we re going to create a cruise reservation. 7. Enter the first few letters of the vendor s name, then select from the drop-down list. Also enter the vendor s confirmation number or record locator #. 8. Enter the base fare, total taxes and commissions. Note that the client s total will equal the Base+Taxes. 06/17 Master ClientBase Online 7
8 9. Enter Deposit and Final Payment Due Dates. 10. Any remarks you enter in the Itin/Invoice remarks box will appear on the client s trip documents under the vendor s name. Any remarks entered in the Agent Remarks box will only be visible inside CBO. 11. Click Save at the bottom of the screen. NOTE: You do not have to enter a lot of details to do a simple invoice unless you have been instructed by your manager to do so. 12. After saving, you will be launched into the Service Provider area to complete the reservation. 13. On the Service Provider Screen, fill in a description of the cruise and the Trip start date and end date. You can fill in as many of the other details as you d like to appear on your client s trip documents. Any Itin/Invoice Remarks entered here will appear directly under the tour description. Click Save. Note: Service Providers are the details of the reservation. You will always have at least one. Examples of additional Service Providers could be insurance, transfers, pre/post hotel stays and air. Each of the pieces of detail are included in the pricing of the reservation and are entered as individual Service Providers. 06/17 Master ClientBase Online 8
9 Generating an Invoice 1. Click on the Generate Invoice on the menu items to record a payment and issue invoice. 2. Select Remarks to select canned remarks that will print at the end of your invoice. 3. Ensure your Trip Balance Due Date is correct or add one if blank. 4. Be sure to select the correct Travel Type and Submit To, and enter the amount of this payment in This Invoice. 5. Click Preview. If the amounts don t look right on the preview screen, click Close to return to the Res Card reservation to fix any issues. If everything looks correct, click Generate Invoice. The invoice will launch in Adobe Acrobat Reader and can be printed, ed or saved to your computer. 06/17 Master ClientBase Online 9
10 6. The invoice now resides in the Invoice link in the Res Card from where it can be reprinted or ed as long as your program is setup with SMTP . Important! Go back into the client Profile/Marketing link and make sure to check off any marketing codes you learned when doing the invoice. This is for marketing purposes and especially important if you belong to a consortium. Create Batched Reminders 1. Select Reminders in the Menu Bar. 2. Select Create Batched Reminders to create multiple reminders. 06/17 Master ClientBase Online 10
11 3. Select the Reminders you want to create by putting a check mark in the box. 4. Select Create Reminders. 5. A list of your newly created reminders will in the Activities page of your Res Card and will appear on your To-Do List in the Activity Manager. 06/17 Master ClientBase Online 11
12 PART 3: LIVE CONNECT AND ACTIVITY MANAGER Using Live Connect Live Connect makes it possible to share information between a Res Card and the supplier s booking engine. A Res Card must exist in ClientBase and you must have access to the supplier s booking engine. Live Connect (LC) has the ability to help with six different functions when interacting with our Live Connect Providers. Please refer to your cheat sheet at the end of this document on which features each Live Connect Provider uses. These features are: Populates booking engine with user login data Allows agents to store their web site credentials in CBW. When launching LC, CBW will automatically log the user into the booking engine. New Reservations Populates booking engine with profile data Sends reservation details from booking engine s confirmation page to CBW reservation When creating new reservations using LC, client profile data will be automatically inserted into the booking screen. This cuts down on redundant data entry and helps ensure that the reservation details are accurate. When creating a new reservation using LC, the reservation details can be automatically imported to a Res Card reservation from the booking engine s confirmation page. Existing Reservations Uses confirmation number to automatically retrieve reservation in booking engine Browse for reservation to retrieve in booking engine and import into CBW When importing an existing reservation, and agent simply enters the confirmation number and CBW retrieves the reservation automatically. Allows and agent to use the booking engine to browse or search for the reservation and then automatically import it. Retrieves previously imported LC reservation for viewing and editing reservation and updates Res Card For reservations previously imported into a Res Card, allows agents to easily retrieve the reservation in the booking engine, make changes, and import the changes to update the Res Card. Enter Password information for Automatic Login 1. You may save your login credentials in ClientBase Online for the LC providers that allow automatic login (not all do). 2. To add or change your credentials, click Tools > My Login. Click on the Live Connect tab. Click on Add. 3. Choose the Live Connect Provider from the dropdown list. Since different providers require different login details, see the ClientBase Help files for details. 06/17 Master ClientBase Online 12
13 Important Note: Only enter information on these screens for those providers that allow automatic login. Entering this information for other sites may have unintended results during the Live Connect process. Book a Reservation using Live Connect 1. Search for your profile. Verify the information in your profile is up to date. 2. Create a Res Card. 3. If using Live Connect to book a new reservation, choose existing Travelers to pass to the Live Connect Provider. a. If someone other than a Profile Traveler is going as well, click Add to add them for this one trip only. b. If a Traveler has an existing Profile, click Search to Link their Traveler record. c. Click Live Connect in Menu bar. 4. Click on the Reservations link, then Add Reservation. Select the appropriate reservation type. In this example, we re going to create a cruise reservation. 06/17 Master ClientBase Online 13
14 5. Enter a few letters of the Vendor s name. Select the Vendor from the drop down box. If the Vendor is a participating Live Connect vendor, a box will pop up asking if you would like to launch Live Connect. Select Ok. Select the Live Connect Provider you want to connect to. 6. Choose which information you would like to make available to the provider s web site. The items with a check mark will be sent to the booking engine. As a shortcut, you may want to choose the Select All check box. Once you ve decided which information to include, click on the Connect button. 7. The next window is the Live Connect window. It functions much like any other Internet browser but includes two important items: There is a box on the left hand side of the screen that summarizes all of the information that is available from CBO. Verify the information to ensure it is correct. On the upper, right hand side, you ll notice a button labeled Import Reservation that will be used when the booking process is complete. 8. Depending on whether the Live Connect provider allows for automatic login, you either will be brought to the login screen (for sites that do not automatically login) or you will be brought to the reservation screen. Continue the booking process as you normally would. 06/17 Master ClientBase Online 14
15 9. Once the reservation is completed and you ve arrived at the provider s confirmation screen, click on the Import Reservation button at the top. The reservation details will be automatically inserted into the Res Card reservation. You will need to clean up the reservation information before you invoice. Live Connect Comparison Shopping Want to shop on multiple Live Connect sites for a client? In order to make comparison shopping easier, Live Connect now allows up to five simultaneous sessions of Live Connect, when launched from the Res Card level and using the Create New Reservations option. All Live Connect providers launched in a single session must belong to the same Travel Category. After starting the first Live Connect session, users can click on the plus (+) sign to start another session in a new tab. Each new Live Connect session will pass the same checked profile items as the first one. 1. Create a client Res Card and fill in the Agent, Status, Reservation Cycle, Trip Name, and Region/Destination fields and select the travelers as outlined above. 2. From the Res Card level, click Live Connect, select the Live Connect Provider from the Connect To: drop-down and click Create new reservations. 3. Select customer data to book the reservation (Traveler, Credit Card, Phone and Billing Address, etc.) and click Connect. 06/17 Master ClientBase Online 15
16 4. Click on the plus (+) sign to start another session with a new Live Connect Provider. All Live Connect providers launched in a single session must belong to the same Travel Category. You may select up to five. Each new Live Connect session will pass the same checked profile items as the first one. 5. When a reservation is booked and confirmed in a Live Connect provider booking site, click Import Reservation. All reservation data booked on-line is now located in ClientBase. Importing Live Connect Reservations Many Live Connect providers allow for the capability to import existing reservations, either made online but outside of ClientBase, or even made over the telephone. There are two ways to import an existing reservation - entering the confirmation number on the initial Live Connect launch screen, or after launching Live Connect, retrieving the reservation through the Live Connect Provider s website. 1. Prepare the Profile and Res Card, but no need to put in Passengers. Click Live Connect on Menu bar. Click on the Import existing reservation button. If you know the confirmation number, enter it in the next window. Otherwise, simply click OK to continue to the provider s website. 2. If a valid confirmation number is entered and the feature is available, you ll be immediately shown the confirmation page. If the confirmation page does not appear, search for the reservation as you typically would on the provider s website. Once you are at the confirmation page, click on the Import Reservation button to import the details into ClientBase. 06/17 Master ClientBase Online 16
17 Live Connect Vendor Status Resource: Having problems with a Live Connect Provider? Go to and click Support > Live Connect Tech Updates to give you status of any Live Connect Providers. For additional information on Live Connect go to > Products & Services > Live Connect. o View a complete list of the Live Connect Providers o View the Live Connect Feature and Functionality List o View the current list of URL s and Vendor Codes for the Live Connect Providers. 06/17 Master ClientBase Online 17
18 The Activity Manager Agent productivity is a requirement for agency success. To be productive, an agent must manage relationships with agency customers, record key contacts with customers, follow up on leads, and administer agent tasks and To-Do lists. The ClientBase Activity Manager provides the tools to achieve these goals in the form of Notes, Reminders and Mailers. The Activity manager is your To-Do list. You can run a search for open reminders so appointment are not missed, payments are made on time, welcome someone home from their trip, and everything in-between! Search for another agent s open reminders if they are out of the office unexpectedly. Save your searches for easy access in the future. Eliminate the need to enter search criteria every time. Just as with Profiles, you can do a Simple Search or and Advanced Search for Activities. The most commonly used Search in the Activity Manager is for Open Reminders Only. This gives you your daily To-Do list: Once you complete a task, make sure you cross it off your To-Do list by marking it Completed 06/17 Master ClientBase Online 18
19 Other Search Scenarios: Agent is out sick today and tomorrow: On vacation next week. Reassign Reminders to a different agent: Reminders Not Complete/Not Responded: Click on Advanced Search 06/17 Master ClientBase Online 19
20 Save the Search for easy access in the future. o Once the search is run, click on Saved Searches > Save Current. o Name the Search. Select Ok The Search will now be available to run any time by going to Personal Saved Searches. 06/17 Master ClientBase Online 20
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