1. Customer Care Tools

2. 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.

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

4. 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.

5. Step by Step Procedure- Logging in at CRM
Open browser (Mozilla Firefox) and type on the address bar

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

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

9. CRM Headers and Sub headers- Home1 6 2 3 4 5

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

11. 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

12. 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

13. 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.

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

15. 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.

16. 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.

17. 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.

18. CRM Headers and Sub headers- Branch Finder

19. CRM Headers and Sub headers- Delivery Areas

20. CRM Headers and Sub headers- DHL MRT tracking

21. CRM Headers and Sub headers- DHL MRT tracking

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

23. CRM Headers and Sub headers-Exchange Inquiry

24. 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.

25. CRM Headers and Sub headers-Inquiry Sys
Search fields

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

27. 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

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

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

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

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

32. 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

33. CRM Headers and Sub headers-Rate Calculator
Select Location

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

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

36. 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.

37. 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.

38. 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

39. 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.

40. Figure 1- Add Customer page

41. 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 address and click save. (Figure 2)
If not, get customer’s full name and create record.

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

43. 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

44. Figure 2- Update Customer details

45. Figure 3- Logging of customer call

46. Thank You!!!