1. Customer Care Tools ME Origin

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. 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.

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

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

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

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

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

10. CRM Headers and Sub headers- Home
Uploaded Announcement
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.
Agent Dashboard
Search fields ( i.e name, phone number and tracking number)are found
Agent Timesheet
Displays the log in and log out time of the agent

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

12. 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.

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

14. 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.

15. CRM Headers and Sub headers- Inquiry
Branch Finder
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.
Delivery Areas
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.
DHL MRT Tracking
Tracking used to check shipments for delivery abroad.
Status displayed is the same as the dashboard.
Exchange Inquiry
Where to find the scan in/scan out made at Exchange going to delivery hub.

16. 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.

17. CRM Headers and Sub headers- Branch Finder

18. CRM Headers and Sub headers- Delivery Areas

19. CRM Headers and Sub headers- DHL MRT tracking

20. CRM Headers and Sub headers- DHL MRT tracking

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

22. CRM Headers and Sub headers-Exchange Inquiry

23. CRM Headers and Sub headers- Inquiry
Inquiry Sys
Used to search for previous transactions made by shipper.
Search fields are tracking number and sender’s name.
Multiple Track & Trace
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.
Track and Trace
Main tracking application for shipments accepted by LBC team.
Shows the date and time shipment was turned over to different stages.
Exchange Rate
Displays the current exchange rate for branches with remittance services.

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

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

26. 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

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

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

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

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

31. 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.

32. Figure 1- Add Customer page

33. 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.

34. 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

35. 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

36. Figure 2- Update Customer details

37. Figure 3- Logging of customer call

38. Thank You!!!