ClientBase. Windows. FUNctionality

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1 ClientBase Windows FUNctionality

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3 Table of Contents Page 1 Page 2 Page 3 Page 5 Page 7 ClientBase Introduction How to Create a Profile How to Create a Reminder How to Create a Note How to Start a Rescard Page 10 How to use Live Connect Page 12 How to Create an Signature Page 14 How to Create Labels Page 17 How to Create a Mailing List Page 23 Helpful Tips

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5 What is ClientBase? ClientBase is a Customer Relationship Management tool. This program will store valuable pieces of information on each of your customers, so that you can build relationships with them and keep them coming back. ClientBase is essential in the Target Marketing program hosted by MAST Travel Network. When your agency has ClientBase, it allows us to target the best customers to receive our marketing pieces. ClientBase is a great way to produce professional looking invoices, itineraries and receipts for your customers. Customize them with you agency s contact information and logo for that extra touch. ClientBase Profiles Did you know your profiles can store and unbelievable amount of customer information? Here are some of the unique pieces of information that can be stored: Seating preferences on a plane Meal preferences Social media information Known Traveler Numbers Emergency contacts Redress Numbers Hotel, car, cruise Frequent Travel Numbers Marketing preferences AND MORE! ClientBase Best Practices When your customer returns from their trip, proceed to their Res Card to store their feedback and what they thought. Use the tab called Client Feedback to store this information. your customers right from ClientBase. Your will be stored within the customer profile for easy access at a later time. If you are ing pricing through ClientBase, you will never have to worry about where you wrote it down since it will be stored in the profile. Create a Res Card for every vacation inquiry. You can easily search your database for all your lead Res Cards which will keep you on task with everything you need to do. Use the attachment tab to store important pieces of information. Make copies of their passports to store right in their profiles. Check your database for duplicate profiles using the Dupe Checker within the Profile Manger 1

6 How to Create a Profile 1. Choose File, New, and choose the type of profile you wish to create. 2. The profile screen will appear, and you will enter basic customer information located on this first screen. Once you are satisfied with the information entered, click Apply. 3. You will notice multiple tabs within a profile. Navigate through the tabs in order to enter additional customer information if you wish. 2

7 How to Create a Reminder 1. Open up a ClientBase profile. 2. Within a profile, you will see a Remind button. 3. Choose the reminder button if you wish to be notified about a particular to-do item with a particular client. (Example: Welcome home reminder, birthday reminder) 4. Date of Reminder and Start Time are set to the day and time you wish to be notified of a task/event. Note: If you check the box that says To Do (Timeless) located next to the date, you will not be reminded at a particular time. This will be a task on your To Do List. 3

8 5. The Login Name will default to the current user name logged into ClientBase. If you wish to create a reminder for another agent in the office, just change the user name to reflect theirs. 6. If you wish the reminder to actually pop up on your screen, make sure you check the box labeled Set Alarm. The alarm will show up on your screen at the time you designate. 7. To complete the reminder, click on the View button, and check the Completed button within the reminder. 4

9 1. Open up a ClientBase profile. How to Create a Note 2. Within a profile, you will see a Note button. 3. Choose the Note button to store any type of information regarding one of your clients. Create a note about an inquiry, pricing information, or anything else you wish to remember. 5

10 4. Date and time of the note will default to the current date/time. You can back date it to reflect something in the past if need be. 5. The profile name will default to the current profile you are in, which is most likely where you want to create the note. If not, you can change the name of the profile by typing the name of the profile. 6. The in the space provided, type any information you wish to store in the profile. You can copy and paste full s if you wish to store an important for easy access later. 6

11 1. Open your customers ClientBase profile. Once you are within the profile, click on the Rescard button towards the top of the screen. How to Start a Rescard 2. A blank rescard will be created. 7

12 3. You will start by filling out the header of the rescard. The rescard create date, agent, branch no. and prepared for fields will be automatically filled in for you. You can change these if need be. 4. The status of a rescard will be set to Active, Departed or Cancelled depending on the status of your client s reservation. 5. The reservation cycle of a rescard could be different for each agency. Typical reservations cycles include: Booked, Cancelled, Inquiry, Paid in full, Under deposit. This field is to help you track your reservations. 6. The Marketing Source field is also customizable to your agency, and can be a way to track bookings that were resulting from a particular marketing campaign. Does not need to be completed. 7. The Group field is also customizable, and is a way to track particular groups within the agency. 8. The Trip Name field is a way for you to distinguish between multiple rescards within a profile. Title the rescard in away that will be easy for you, and anyone else in your office to find easily. (Example - Apple Vacations - Dreams Riviera Cancun or Royal Caribbean - Liberty of the Seas) 9. The Region and Destination fields are important to fill in. Once you choose a region from the drop down box, the Destination field will populate places within that region. This will give you the ability to search for all rescards with customers traveling to a particular destination(s), in case you needed to take advantage of marketing. 10. Lastly, click on the Passengers button, and you can enter the names of the individuals traveling. 8

13 11. A completed rescard header may look something similar to the picture below. 9

14 How to Use Live Connect The Live Connect feature within ClientBase allows you to pull detailed reservation information from the vendors website, right into ClientBase. This speeds up the process of building a rescard. 1. Create your rescard, and complete the header information. Once complete, click the Apply button. You must save any changes before Live Connecting. 2. Make sure you are on the reservations tab in the lower part of the rescard, and click the Add button. 3. The next screen allows you to enter all information regarding a particular reservation. You may have multiple reservations within a rescard. (Example: Park N Fly, Apple Vacation, Professional Fee) 4. All you need to do is enter the name of the vendor in which you wish to Live Connect with, and click the Live Connect Button. 10

15 5. The next screen shows your log in information for that particular vendors website. Choose either Create New Reservation or Import Existing Reservation. 6. You will then be logged in to the vendors booking platform, where you can then display your reservation. Each Live Connect vendor works differently. In order to use the Live Connect feature, you must set up your log in information in the ClientBase settings. Detailed information regarding live connect can before in the Help section in ClientBase. Chose Help ---> Contents -----> An In-Depth Look At Live Connect. Not all vendors Live Connect. Use the contents guide for detailed information. 11

16 How to Create an Signature 1. If you are sending s through ClientBase, you can create your own signature and associate it with your personal login for ClientBase. 2. To do this, log into ClientBase and click Global Defaults General Setup Signature. 3. Click Add on the next screen that appears. This will allow you to add a new signature. You can also click modify and change an existing signature. 4. Give your signature a description at the top, and then type your signature lines below. Click OK once completed. 12

17 5. To set your signature to your personal log in, click Utilities at the top of ClientBase, and choose My Login. Depending on your user settings set by your agency owner/manager, you may not have access to this feature. Contact your manager for assistance. 6. Once in My Login, choose the Settings tab at the top, and then choose your signature from the drop down box. Click OK once completed. The next time you create an from ClientBase, your signature will be assigned. 13

18 1. First you need to display a query of profiles in your Profile Manager. 2. To start your query, click the Level 2 or Level 3 tab in the Profile Manager and click the filter button. How to Create Labels 14

19 3. Complete your query so you have the correct list of names listed in the Profile Manager. 4. Once the names are displayed, click on the Label button at the top of the screen. 5. The next box that appears will ask you how you want the labels sorted. Choose an option from the drop down box, or it will default to Zip Code. You can also choose if you want labels created for all the profiles in your query, or if you want specific profiles that you had selected. Click OK. 15

20 6. You will then see your label document. You can choose what fields are displayed by clicking the Label Setup button. 7. Once you have the labels displaying how you want them. Insert your labels into the printer and click the printer button. 16

21 How to Create a Mailing List 1. Use queries to filter your database to obtain the profiles you wish to use for the mailing. 2. Once the profiles are displayed in the Profile Manager, you need to make sure the customer s mailing address fields are present. Do this by clicking the columns button to the right 3. The fields in the left box are all the fields in a profile that you can have displayed in the Profile Manager. The fields on the right side are the current fields being displayed. 17

22 4. In order to obtain the fields you need, scroll through the list and look for the following: PROFILE.First Name PROFILE. Last Name PRIMARYADDRTABLE.Address Line 1 PRIMARYADDRTABLE.City PRIMARYADDRTABLE.State PRIMARYADDRTABLE.Zip Code 5. Click on the field, and then click the arrow pointing to the right. This will send the field you selected to the right box. *Some of these fields may already be shown on in the right box. 6. If there are fields in the right box that you do not need, click the field and then click the arrow pointing to the left. This will send the selected field to the left box. Once you have the correct fields, click the OK button. 18

23 7. Once back in Profile Manager, click the refresh button. This will display the profiles with the correct address fields. 8. Once the profiles are shown, click Merge To at the top, and choose file from the drop down box. 19

24 9. Click on the box with the 3 dots, located to the right of the file name text box. 10. Choose a location on your computer to save your file. I m choosing to save it to my desktop. Click Desktop and then give your file a name (EXAMPLE: MAST MAILING). Click the Save button. 20

25 11. Leave the file type as Comma Delimited. 12. Under Include Records, make sure Current Results in Profile Manager is selected. Click Export. 13. This will send the file to your desktop, which then you can or upload when submitting a mailing list. 21

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27 Helpful Tips What is a query? Your database holds a wealth of information on customers - marketing activities, reservations, and vendors. This information is of little value unless it can be quickly accessed when needed. The Query feature provides filters to quickly sift through data to match your required search criteria. Easy Labels Where you are sending a piece of mail to one client, or a mailing list of hundreds, ClientBase will easily generate your labels. Create your query to show the list of profiles you wish to send to, and click the Label button towards the top of the screen. You will be asked how you would like to sort the labels, click OK, and there they are! Ready to Send Letters Did you know ClientBase comes with some touch point letters already created for you? Send an agency anniversary letter, happy birthday letter, passport expiration letter, and many more. You can even create your own and save it for future use! From the Profile Manager, display the profile(s) you wish to send the letter to, and click the Letter button/pen icon at the top of the screen. ClientBase Simplified Think of ClientBase as a chest of drawers. Each drawer ClientBase Profile is for one customer. Within that drawer are folders of past/current vacations ClientBase Rescards. Within those folders are confirmations for each parts of their trips Rescard Reservations. I m sure there are some notes in there as well ClientBase Activities Live Connect Did you know that ClientBase will connect to one of your favorite vendors websites, search for a reservation, and bring all the reservation details right back into a ClientBase Rescard? ing from ClientBase Ever get tired of looking for a particular that you sent to a client? Send the from their ClientBase profile. The message will automatically be stored within their profile for quick and easy access. It will also show up in your sent items! 23

28 Update Your Calendar with CB Reminders Keeping your schedule of tasks and events is important in staying organized and managing your time. Save time by having everything in one place by updating your calendar with your ClientBase Reminders. MAST Marketing If you have ClientBase and you are not participating in MAST s marketing, you need to start! Did you know you can see which customers are opening your s, and clicking on different offers being sent? You will have an advantage to which customers you should follow up with to close a sale! Contact Mike Ertmer for details at mike.ertmer@mvptravel.com. Batched Reminders Stay on task by creating batched reminders for your rescards. With 2 clicks, batched reminders will be created for you automatically and will keep you on task throughout the lifetime of your customer s vacation. No missed deadlines, follow-ups or opportunities. Contact Mike Ertmer for details at mike.ertmer@mvptravel.com. Rescards, Rescards, Rescards! Not using rescards in ClientBase profiles? Try creating one for your next customer inquiry. Use this rescard as your customers file, and stay more organized by less paperwork on your desk. Rescards can store pricing information, confirmation numbers, and other important information. No more looking for a file, or trying to find that sticky note! Remarks Tab Are you using the Remarks Tab within a customer s profile? If not, you should definitely check it out. The Remarks Tab is a free form area where you can type any notes you would like to remember about your customer. Develop customer relationships by storing key information about your customer. This information will be at your fingertips the next time you talk with them. ClientBase Daily Question & Answer Did you know that every day the Trams Support Team offers a Question & Answer session? This session typically has very little attendance, so you can ask the instructor many of your questions. Simply visit click on the training button at the top, choose Webex Training Classes along the left side of the screen, click on the link titled Click here to enroll for Client- Base Classees, and then you will see all the events to choose from. Register for the Daily Q&A 24

29 Did you know you can change the tab a customer profile opens up to? When most agents open up a customer profile, the General Information tab will populate automatically. This screen shows basic information like the profile lead name, address, phone number, etc.. You can change your settings so that any of the other profile tabs will show when you open the profile. Some agencies like the Remarks tab to show first, and some like the Quick View tab. Whatever your preference is, know you can customize it to your liking To change this, open ClientBase and go to Utilities My Login Profile Defaults. From here you can customize the screens that appear first for each type of profile. Just choose the tab you wish to appear from the drop down box. To try it out, open up your customer s profile. Once in the profile, choose the button towards the top that says Q-View. This button is located towards the top right of the profile and shows a magnifying glass. To exit Quick View, click the same button again. Reminders Want to send a co-worker a message through ClientBase? Try sending it through a ClientBase Reminder. Pull up a customer s profile choose the Remind button at the top. When completing the reminder, make sure to set the Start Time as a past time so it instantly shows up. Set the Login Name to the agent that you wish to message. Make sure to check the box next to Set Alarm. Once finished click OK. Stay Organized with At a Glance ClientBase features a great calendar to help keep your day organized. Each time you create a reminder within a profile or rescard, these to do items will automatically be scheduled in your At a Glance calendar. From the Profile Manger, choose the glance button/calendar icon at the top of the screen. Apply, OK & Cancel What s the difference really? Ever in a profile or rescard and wonder what the differences between these three buttons are? Let me tell you. If you make changes to a profile/rescard, and you click Apply, these changes are saved and you remain in the profile/rescard to continue working. If you make changes and click OK they are saved and you are closed out of the profile/rescard you are currently working in. The Cancel button allows you to cancel the current changes you are making. Q-View. This button is located towards the top right of the profile and shows a magnifying glass icon. To exit Quick View, click the same button again. 25

30 Color Code Profiles Do you know you can color code your profiles? When inside a profile, you can right-click anywhere in the header and change the profile color. You can then assign meanings to the different colored profiles ClientBase Quick View Do you wish a profile could show you more information about your customers without clicking through the different tabs? Check out the ClientBase Quick View. Viewing a profiling using Quick View will show you much more client information on one screen. To try it out, open up your customer s profile. Once in the profile, choose the button towards the top that says 26

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