Customer Care Tools

Objectives To know how to use properly the LBC applications. To be able to differentiate the functions of each tools. To determine when to use the applications.

List of LBC Applications CRM (Customer Relationship Management) CMOS (Customer Management Online System) Vistra Vistra 2

LBC Tools & Applications- CRM Online system where all customers database who called the call center are stored. Displays the call history of customer including time of call, nature of call and the agent who answered the call. Serves as call logging system of call center.

Step by Step Procedure- Logging in at CRM Open browser (Mozilla Firefox) and type on the address bar http://vistra.lbcexpress.com/CRM/Login.aspx

Step by Step Procedure- Logging in at CRM 2. Log in using your username and password.

Step by Step Procedure- Logging in at CRM 3. Once log in is successful, you will be directed to the Home Page.

CRM Headers and Sub headers- Home 1 6 2 3 4 5

CRM Headers and Sub headers- Home Where uploaded announcements, agent dashboard, chat, minimized windows, agent details and agent time sheets are found.

CRM Headers and Sub headers- Home Important announcements are flashed and continuously crawling beneath the headers. Includes the date of uploading and the from what country it is assigned. Stops when the cursor is pointed at the announcement. Uploaded Announcement Search fields ( i.e name, phone number and tracking number)are found Agent Dashboard Displays the log in and log out time of the agent Agent Timesheet

CRM Headers and Sub headers- Home Chat capability to those who are logged in at CRM. Shows the status of the users Chat Lists of hidden windows by the agents. Minimized Windows Displays the current date and time, access used, total number of calls and average handling time while logged in at CRM. Agent Details

CRM Headers and Sub headers- CMOS CMOS module inside the CRM. Has an auto fetched capability as long as customer record was pulled out. Can be hidden or closed permanently.

Customer Information is based on the populated fields in CRM. Hide/Close BUTTON

CRM Headers and Sub headers- Inquiry Header where tools that can be used to answer customer inquiries can be found such as Track & Trace, Rate Calculator, Exchange Rates and Delivery Zones. Applications can be hidden or closed permanently.

CRM Headers and Sub headers- Inquiry Can search branch address and operating hours of LBC branches nationwide. Landmarks and branch cut off is also present. Map where LBC branch is located is also visible. Branch Finder Application used to check if certain area is deliverable or serviceable by LBC or not. Displays the turn around time or delivery commitment on the area. Delivery Areas Tracking used to check shipments for delivery abroad. Status displayed is the same as the dashboard. DHL MRT Tracking Exchange Inquiry Where to find the scan in/scan out made at Exchange going to delivery hub.

CRM Headers and Sub headers- Branch Finder Need to choose the country, province and city to narrow search. Click branch operating hours to get branch business hours and cut off.

CRM Headers and Sub headers- Branch Finder

CRM Headers and Sub headers- Delivery Areas

CRM Headers and Sub headers- DHL MRT tracking

CRM Headers and Sub headers- DHL MRT tracking

CRM Headers and Sub headers-Exchange Inquiry Input tracking number here

CRM Headers and Sub headers-Exchange Inquiry

CRM Headers and Sub headers- Inquiry Used to search for previous transactions made by shipper. Search fields are tracking number and sender’s name. Inquiry Sys Can track multiple tracking numbers and displays the latest status only. Can be separated by comma or asterisk. Same status as what is displayed by Dashboard. Multiple Track & Trace Main tracking application for shipments accepted by LBC team. Shows the date and time shipment was turned over to different stages. Track and Trace Exchange Rate Displays the current exchange rate for branches with remittance services.

CRM Headers and Sub headers-Inquiry Sys Search fields

Inquiry Sys- Search thru Tracking Number Enter tracking number and press Search

Inquiry Sys- Search thru Tracking Number Transaction history of shipments abroad Tracking Number Status Product Date processed Shipper Name Shipper Address Consignee Name Consignee Address Comments box for updates

Inquiry Sys- Search thru Shipper Name Encode shipper name in order Last Name, First Name, Middle Initial and press Search.

Inquiry Sys- Search thru Shipper Name Displays all the records of customer name regardless of origin. Click Name to open

Inquiry Sys- Search thru Shipper Name With option to view the transaction history of customer

Inquiry Sys- Search thru Shipper Name Shows all the transaction history of customer. Click the tracking number to view specific tracking number.

CRM Headers and Sub headers- Inquiry Gives the estimated freight charge for a certain shipment . Displays the rate for Remittance, Air and Sea Cargo. Rate Calculator Serves as reference for the spelling of areas in Taiwan. Taiwan Zoning

CRM Headers and Sub headers-Rate Calculator Select Location

CRM Headers and Sub headers-Rate Calculator Scroll down to view other rates per service mode

CRM Headers and Sub headers- Tools Where other auxiliary applications are found that will be used to assist and respond to customer’s concern.

CRM Headers and Sub headers- Tools Shows all the announcements uploaded in CRM. Can either in the form of text or attachment. Announcements Where all the processed transactions of corporate team are found. Corporate Manifest Additional information that can be used to answer customer queries relative to international outbound shipment. DHL Pickup Schedule Lists of all pick up manifest for international origins.

CRM Headers and Sub headers- Tools Where the consolidated list of corporate customers will be found. Corporate Client Database Aids in providing the estimated freight charge for corporate transactions transported via sea. Sea Freight Calculator Directs to the Facebook log in page of Customer Care Facebook Twitter Routes to the Twitter log in page.

CRM Headers and Sub headers- Settings Displays the account information of the user. My Profile Gives the log in and log out time of the user. With calendar view search capability. Timesheet Button to successfully log out the application. Log out

How to add customer details? Type customer’s name in the search field. If no existing record, agent will be directed to Add customer page. (Fig. 1) Supply the information in the fields with red font. Click Save.

Figure 1- Add Customer page

How to update customer details? Type customer name in the search field. If with existing record, verify if this is the record of customer. If the existing record is of the caller, validate the address, contact number and ask for email address and click save. (Figure 2) If not, get customer’s full name and create record.

How to log customer call? Perform validation to customer information. (existing or new) Select customer touchpoint Social Media Email Hotline Choose caller classification Shipper Consignee Non LBC customer Get call type Inquiry Request Complaint Follow-up

How to log customer call? 6. Admin Call 7. Prank Call 8. Line Problem 5. Select call sub type (depends on the call type) Type remarks or other important information to the customer’s call. (What you advise, what shipper told you etc..) Encode tracking number (if applicable) Paste the reference number (booking ID or CMOS) Tag the ticket status (Closed or Open) Click Save

Figure 2- Update Customer details

Figure 3- Logging of customer call

Thank You!!!