ClientBase Online ClientBase Browser

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xxxClientBase OnlineClientBase BrowserOverviewNovember, 2015

Table of ContentsWelcome to ClientBase Online Version . 2Getting to Know ClientBase Online Version . .3Three Managers at Your Service .11Unleashing the Power with Profiles.14Save Time & Duplication with Merge to PNR.18Streamline Marketing with Point-and-Click Codes.22Be Prepared with Travel History .24Print Custom Letters and Merge to File .31E-mail - 21st Century Communication .34Strengthen Client Relationships with Activities .36Manage the Trip Planning Process with Res Cards .38Using Live Connect .4111/13/15

ClientBase Online OverviewWelcome to ClientBaseOnlineThis ClientBase Online (it is the same product as ClientBase Browser) Overview is designed to provideagents with an easy, quick reference to some of the most commonly used features in ClientBase Online.This is not the ClientBase Online manual. The ClientBase Online manual, which has been designed toprovide detailed instruction for front-line agents, can be accessed and printed out from our website (usingAdobe Acrobat Reader) at www.sabretravelnetwork.com/trams, click onTraining Documentation ClientBase Online. You can also print out extra copies of this Overview from thatsame area. The electronic ClientBase Online Manual file has also been indexed and made availablewithin the ClientBase Online program. By clicking Help, and selecting items in the Index or the Table ofContents, you get answers to your questions anytime while working in the program.Trams and ClientBase Products and Services also offers a series of Recorded Trainings and 1-hourWebEx classes for users of ClientBase Online. These can be accessed by going towww.sabretravelnetwork.com/trams and clicking on the Training link.We provide unlimited technical support (if you have chosen that option) by calling our team of highlytrained support personnel at 310-641-8726 (Press 2), or e-mailing a question to [email protected]’s face it, everyone learns in different ways and at different paces. Here at Trams and ClientBaseProduct and Services, we provide you with a multitude of ways to learn ClientBase Online because thesooner you begin reaping the benefits of ClientBase Online, the sooner you’ll be SELLING MORETRAVEL. We’re sure of it!IMPORTANT NOTE: The manual, Overview and help files for the ClientBase Online are updatedautomatically with every ClientBase Online release to include any enhancements. Many of the features inClientBase Online and outlined in this document can be customized by going to Tools Agency Settings.Consult the help files inside the ClientBase Online program for complete directions on setup.NOTES:2

ClientBase Online OverviewGetting to Know ClientBaseOnlineThe first screen to appear after logging on is the main screen.Browser ItemsFile ManagersMenu BarSearch FiltersNavigation BarSearch ResultsAt the heart of ClientBase Online is the ability to locate, modify and use the information within your database.Your agency database contains a wealth of knowledge on past and present customer and vendor relationships.Being able to easily access and use this valuable information to maintain existing relationships and build newones, may very well establish the future success of your agency. ClientBase Online is the tool of choice toeasily access, manage, update and use this valuable database information. We’ll show you how!Layout of the ClientBase Main Screen:To become better acquainted with the ClientBase Online features, it may be helpful to think of the screen asbeing divided into 6 sections:1. Browser Items2. File Manager3. Menu Bar4. Search Filters5. Navigation Bar3

ClientBase Online Overview6. Search Results1. Meet the Online Items:Located at the top ofthe screen are yourbrowser Items.Depending on whatbrowser you areusing, these itemsdiffer. They usuallyinclude a browserFile Menu, Toolbar,and an Address area.2. Meet the File Manager:Located at the top of the main screen is the ClientBase Online File Manager. To assist you withmanaging a rather elaborate database of information, the File Manager is divided into 3 Links: (1)Profiles allow you to easily manage your profile data (Leisure, Corporate, Vendor, Agent and Other)and provides search filters and results listed by Profile; (2) Activities allow you to easily manage yourActivity data (Notes, Reminders, and Mailers) and provides search filters and results listed by theActivity; and (3) Res Cards allow you to easily manage your Res Card data and provides search filtersand results listed by Res Card data.The file links listed within the File Manager in the Global Saved Searches or the Personal SavedSearches drop-down menus represent a set of search filters and column arrangements that have been4

ClientBase Online Overviewsaved and named as links. With a single click of the mouse, these links automatically complete your SearchFilters and display Search Results.File Manager linksGlobal Saved &Personal SavedSearch Links inProfile ManagerAlthough the system comes with a default set of links within each File Manager, these links are completelyuser-definable. To select a folder from the File Manager, simply click on the folder you want to use from theGlobal Saved or Personal Saved drop-down Search menus, and the system automatically completes thesearch filters, sifts through the data, and displays the outcome in the Search Results screen below.ms: 3. Menu BarThe menu bar is made up of links to frequently used features. Directly above the menu bar are the Tools, Helpfiles, and Log Out options.MERGE OPTIONS:Merge to Doc: Launch a Document Template from the results of a search into Wordpad, MS Word, OpenOffice, etc. to view, edit and print the document with all fields merged. You can also Merge to Doc inside aclient profile.Merge to E-mail: Launch an e-mail from the results of a search.Merge to File: Export the results of a search for use in other applications such as MS Word, Excel, etc. to runlabels or reports, and print from your local workstation. Arrange and sort columns as desired before printing.Print: Print the results of the search from Profiles, Activities, or Res Cards.CREATE PROFILE OPTIONS: Create a new Leisure/Corporate/Vendor/Service Provider/Agent or Otherprofile.REPORTS: From the results of a simple or advanced search, create a report.5

ClientBase Online OverviewTOOLS:Page History: The page history area "remembers" the last places you have navigated to in theprogram. To quickly hop back into a recently visited area, simple click on that link.Settings: Customize parts of the program.Mask Credit Card Number: Remove (purge) credit card information for Payments, BookingCommTrack CC Numbers and Reservation Deposit CC Numbers no longer of use.Import Profile: Bring in a .txt or ASCII file from another program to populate profiles.Case Converter: Convert cases of some of the program fields.My Login: Customize areas of your own ClientBase Online program.About: Clicking About provides further details on ClientBase configuration.HELP: Provides on-line program topics that explain different areas of the program.LOG OUT: Returns user to the Sign In area.Meet the Search FiltersYour database holds a wealth of information on your customers, marketing activities, reservations,vendors, and much more. This information is of little value unless you can quickly and easily accessthe data. The Search feature puts the information held in your database at your fingertips, byproviding the filters to sift through the data and quickly find what you need.Do simple or complex search searches based on the selected search filters.Simple andAdvanced SearchesDepending in which of the File Managers you are working (Profiles, Activities, or Res Cards), thesearch filters vary, as do the type of results displayed. Since Activities and Res Cards are actually partof a profile record, Profiles allow you to search for profiles using any profile fields as search criteria,6

ClientBase Online Overviewincluding Activity and Res Card fields. Activities allow you to search for activities using any activity fields assearch criteria. Res Cards allows you to search for Res Cards using any Res Card fields as search criteria.Below is a description of the searches included in the Profile Manager.Simple Search: This level allows you to quickly locate a profile or a group of profiles by simply completing oneor two search filters. The drop-down field to the left identifies what to search by, and the blank field to the rightallows you to type in what to search for. If both fields are used in this search, then the results will match bothcriteria, not either/or. This means the search filters are strung together with an “and”, not an “or”. For example,if you are looking for a Leisure Client named John Smith, then set the first field to Profile Type and selectLeisure from the drop-down menu, and set the second field to Name and enter “smi”. Click Find. All LeisureClients with the Last Name starting with “smi” appear in the search results. Click View in front of Harry Ford’sentry to enter his profile; or click the action menu icon (gear).Advanced Search: Advanced Search provides additional filters to more narrowly define your search. Searchfilters are selected by clicking on Enter Date to Search by and then completing as many of the search criteriafields as desired. Each field selected is strung together with an “and” which more narrowly defines the search.For example, if you have just received a hot cruise special to Europe and want to see a list of all past andpotential cruise clients interested in Europe and living in the 90045 zip code, put the following filters in yoursearch. Enter “90045” in the Zip Code field; check off “Cruise” under Marketing/What Type; “Europe” underMarketing/Where. Now you have selected the filters to search your database for all leisure clients in the 90045zip code area who expressed an interest in cruising and want to go to Europe. When you click OK, all clientsin your database meeting the selection criteria are displayed in the Search Results. You are now ready to printyour labels and send the mailing.7

ClientBase Online Overview5.4. MeetBarMeet thethe NavigationQuery Results:The Navigation Bar provides a means to jump to various profiles in the search results screen by usingFirst, Previous, Next, and Last. Also on this bar are Select Columns and Sort by Columns:NAVIGATON BARSelect ColumnsClick Select Columns to choose which columns you want displayed in the Search Results screen.To change a column, move the highlighted column over to the other side by using the or arrow. Byusing the shift key and mouse, select as many consecutive entries as you want to move; by using thecontrol key and your mouse, select non-consecutive entries to move. Use the or arrows tomove all columns at one time over to the other side. Use the up and down arrow buttons to order yourselections. Click OK to save, and Cancel to abort.8

ClientBase Online OverviewSort by ColumnsClick Sort by Columns to sort columns in the search results screen. Sort by up to 3 columns in ascending ordescending order, and click OK to save, or Cancel to abort.Sort up to 3 columns inascending or descendingorder.Saved SearchesClick Saved Queries to View an existing Global or Personal saved search. You are also able to Replace,Rename, or Delete a saved search or create a new brand new one.6. Meet the Search ResultsSearch Results display the results of a search based on the criteria entered into the search filters. Only thoserecords that meet the criteria of the search filters are included in the Search Results. While working Profiles,all search results are displayed by profile (Leisure, Corporate, Vendor, Agent and Other). While working inActivities, all search results are displayed by Activity (Notes, Reminders and Mailers). While working ResCards, all search results are displayed by Res Cards.9

ClientBase Online OverviewIn the example below, the Search Filters have been set to Profile Type of Leisure and Last Namestarting with “smi”. The Search Results displays all Leisure clients in the database whose last namebegins with “smi” after you click Find. To select a record appearing within the results screen, click Viewor the action menu icon (gear) next to the entry, and the profile details appear.SEARCH RESULTSIn this next example, we are working in Activities and have entered our desired search filters. TheSearch Results displays all activities in the database that are Open Reminders for agent Sharon. Toselect a record appearing within the results screen, click View or the action menu icon (gear) next tothe entry and the activity details appear. To view the profile an activity was created for, click Go ToProfile in the activity. ClientBase Online allows you to easily move between the activities in yourresults screen and the profiles for which the activities were created.ReviewWhen there is work to be done in ClientBase Online, the Main Screen is the place to go: Retrieveprofiles, create new profiles, manage or create marketing activities (Notes, Mailers, Reminders), andmanage or create Res Cards.10

ClientBase Online OverviewThree Managers at Your ServiceLocated on the top of the main screen is the File Manager and three links - Profiles, Activities, and Res Cards.Profiles, Activities, and Res Cards represent different views of your entire database (ClientBase Online is reallybroken into 3 mini-databases that organize and maintain a portion of the data held within the programdatabase.) The information in these areas can be managed, updated and filtered with the search outcomedisplayed on the Search Results. Whether you want to search your database of Profiles, Activities, or ResCards determines which of the Managers to select.1. ProfilesClicking Profiles allow you to search and manage your database of profiles, and provides you with quickaccess to vital information about clients, vendors, agents and other profiles. From this area, locate, add,modify or delete profile records.When opening Profiles, click on a Global or Personal Saved Searches folder, which contains a stored set ofsearch fields, or use Simple or Advanced Search fields to enter a custom search. The Search Resultsprovides easy access to profile information such as address and communication information, customerpreferences, family member details, activities, travel history, attachments, Res Cards, free flow remarks, andmore.To retrieve a specific profile, click View next to the entry or the action menu icon (gear).This icon is displayed to the right of View and is listed for each record in the search. It has been designed toallow you to perform a variety of actions for that one record without having to open the record first - saving youa few extra clicks of the mouse. Click the icon and the following options appear:From Profiles Search Results:Edit (Leisure, Corporate, Vendor, Agent or Other): Takes you directly to the Edit Additional Info section ofthe selected profile for modifying without having to first view the profile and selecting Edit Additional Info.View Activities: Take you directly to the activities tab for the selected profile without having to open the profilefirst.Merge to PNR: Activates Merge to PNR for the selected profile without having to open the profile first.Merge to Document: Activates Merge to Document Template for the selected profile.Merge to E-mail: Activates Merge to E-mail for the selected profile.Live Connect: Activates a Live Connect screen to enter your Vendor and Live Connect Provider and launchesyou into the Live Connect booking site without having to create a new res card first. Upon importing thereservation, a brand new res card with all the imported data therein is created.11

ClientBase Online OverviewNew Res Card: Activates Res Card creation for the selected profile without having to enter a profilefirst.New Note: Activates Note creation screen for the selected profile.New Mailer: Activates Mailer creation screen for the selected profile.New Reminder: Activates Reminder creation screen for the selected profile.A new profile can be created any time by clicking Profile on the menu bar, and clicking the Profile Typeyou want to create from the drop-down menu.2. ActivitiesAccessing Activities allows you to search and manage your database of activities - providing quick andeasy access to all Reminders, Notes and Mailers. This is a powerful information and organizationalmanager for agents, giving you the ability to monitor a multitude of tasks and marketing activities.Stored links and search fields for Activities are available for selection from the drop-down GlobalSaved and Personal Saved links as well as the Simple or Advanced Search areas to enter a customQuery. From this area, view a “To-Do” list and locate, add, modify or delete Notes, Reminders andMailers. Upon entering Activities and refreshing the search, by default the system queries openReminders for the current User Login, thus providing an instant detailed “To-Do” list.To retrieve a specific activity, click View or the action menu icon (gear) next to the entry. To easilymove into the profile record for an activity appearing in the results screen, click Go To Profile. Thisallows you not only to search your database of activities, but also easily move between the results andthe profile details for which they were created.12

ClientBase Online Overview3. Res CardsRes Cards replace the paper index Res Card and file folders that have for years cluttered agencies. In thepast, agents entered details of many leisure type reservations (client information, confirmation numbers,itineraries, vendor information, remarks, etc.) on cards. Agents kept these cards somewhere on their desk orsomewhere in the file. That “somewhere” translated into precious time spent searching for Res Cards,especially when the booking agent was not available and another agent had to locate the card. With ResCards, you now have the tool to organize and maintain reservation information in a central database. If agentsget in the habit when talking with clients or vendor/service providers of entering the details directly into the ResCard rather than jotting the notes on paper, when a customer calls, any agent is able to answer questions orupdate information by accessing the customer’s Res Card.Accessing Res Cards allow you to search and manage your database of Res Cards.Stored links and search fields for Res Cards are available for selection from the drop-down Global Saved andPersonal Saved links as well as Simple and Advanced Searches to enter a custom search. From this area,locate, add, or modify Res Cards. Upon entering Res Cards and refreshing the search, by default the systemdisplays active Res Cards.To retrieve a specific Res Card, click View or the action menu icon (gear) next to the entry to edit, create aninvoice, or access a Client Profile for which the Res Card was created. Res Cards automate your manualreservation data and provide the means to generate itineraries and invoices (under construction) for customersand track client balances.Once you have accessed the desired Res Card, add a new reservation or modify or delete an existingreservation. From this screen, create reminders or print the passenger’s itinerary. Being able to print anitinerary for your client as many times as desired during the course of planning an extended trip, is a veryuseful feature in providing excellent customer service. The details of any trip itinerary entered on a Res Cardcan be as basic or as detailed as you choose to make them, but be mindful that the information held in ResCards can be extremely valuable for reporting purposes if agents take the time to enter the details of trips. Forexample, if agents get in the habit of entering service providers and allocating the pricing among the serviceproviders, detailed reporting can be done not only on the vendors you may use to package a tour, but also onthe individual components of that package such as hotels, cars and airlines.13

ClientBase Online OverviewUnleashing the Powerwith ProfilesAt the heart of ClientBase Online is Profiles. From this area, view, sort and manage all the client,agent, or vendor information, or manage relationships with prospective clients and vendors. This iswhere many agents spend most of their time - accessing and updating data. In the past, a potentialcustomer has called your agency, but never made it into the “system” because they did not book a trip.With ClientBase Online, turn prospects into lifetime customers by tracking these potential clients,taking ownership of them and including them in future marketing programs.Example: Steve Rosen calls to plan a surprise getaway with his wife for their upcominganniversary. After locating his profile, you notice he has Travel History and he has bookedtravel with the agency in the past. You quickly check the past travel history, then glance atthe marketing preferences and with this information you are able to suggest just the righttravel package. He appreciates your natural knowledge of their needs, which is why hebooks through you again and again. Oh, and while you are in their profile, you quicklycapture the date of their anniversary in the Special Dates table, so next year you can initiate the idea of aromantic getaway.14

ClientBase Online OverviewQuick Steps to Using ProfilesSTEP ONE: Open ProfilesThe ClientBase Online program defaults to Profiles when opening the program.From Profiles:a. Add a new profile: Be careful about duplicate profiles. Look first and verify that a profile does not existbefore deciding to add one. We recommend using only the first three letters of the last name when searchingfor a profile. To add a new profile, click Profile on the menu bar, and select the profile type (Leisure, Corporate,Service Provider, Vendor, Agent or Other) off the drop-down menu.b. Retrieve a profile by using a Simple or Advanced Search, and click View.Simple Search sorts on up to two fields of information selected from the pull-down menus and allows you toquickly access a profile with basic information known about the customer. For example, if you are searchingfor the Rosen profile, and Profile Type and Profile Name are the search fields, select Leisure for the ProfileType field and ros (the first three letters of the last name) in the Profile Name field. Click Find. All the Leisureprofiles beginning with ros as the first three letters of the last name appear in the Search Results.Advanced Search sorts on multiple fields. Click Go to Advanced Search, then Enter Data to Search by if youneed more than two fields to retrieve a profile, or when the only known information is a field not used in theSimple Search. Complete as many of the search criteria fields as desired. Each additional field selected isstrung together with an “and” that more narrowly defines the search.STEP TWO: Review, Add to, or Modify the ProfileClick View or the action menu icon (gear) next to the profile you want to retrieve to access client details. Theprofile window organizes all the vital information pertaining to your client's needs. We designed this window tobe a “dashboard” for travel professionals who need quick access to key client data. Each leisure profilerepresents one household. Whether you are retrieving someone's passport number, a second address, or thecruiseline last booked, this is the place to go.A client profile in ClientBase Online stores an unlimited amount of information about your customers. Toorganize all this information and make it easily accessible, each profile is made up of key areas.15

ClientBase Online OverviewLeisure ProfileFile Mgrs/Menu Bar/Global & Personal Saved SearchesHEADERPROFILE LINKS1. File Managers, Menu Bar, and Global and Personal Saved SearchesAccess these key program areas while working in the profile.2. HeaderThe Header conveniently displays pertinent information that an agent reviews each time he works witha customer. Information includes primary address and primary communication information (telephonenumber, Interface ID, fax, E-mail address, and more). Also in the header are Indicator Icons whichshow a user at-a-glance that this profile has Res Cards, Travel History, or Open Reminders. Byclicking on one of these icons, you can navigate quickly to that particular link.3. Profile Linksa. General Info: The General Information screen displays primary client data for this household. At aglance, see address and communication information, special dates, Interface ID, primary agent,referral sources and profile create date.b. Remarks: View any miscellaneous customer from this screen. Users may enter any free flowremarks here.c. Marketing: The marketing folder provides the means to track client interests and travel preferencesto provide selling agents with key information during the qualifying process of selling leisure travel.Marketing tables are also powerful links to clients with common travel interests when planning a directmail campaign or planning group travel. Reports showing the travel preferences of customers areextremely valuable in matching customers and travel specials.d. Family Members/Employees: Organize information for each family member/traveler. Collectdetails such as passport information, credit cards, and communication details.16

ClientBase Online Overviewe. Activities: This window lists all past and current Notes, Reminders, and Mailers that have been captured forthis profile. Sort by clicking the Mailers, Notes, Reminders, All Activities hyperlinks above the screen.f. Cards: Keep track of customer’s credit cards, travel clubs, frequent flyer numbers, expiration dates, andmore in a customer profile. All card information for any traveler appears in this folder.g. Res Cards: This link allows you to view all customer Res Cards. Add or Modify Res Cards, or sort byclicking hyperlinks at top of screen, All Res Cards, Active, Departed, or Cancel.h. Travel History: From this window, agents can easily review past travel purchases (invoices) as they appearin TRAMS Back Office accounting system.i. Groups: View the group(s) to which this customer belongs. This group table is presently maintained by thedatabase administrator and shared with TRAMS Back Office.j. Attachment: To enhance the information accessible in a ClientBase profile, a feature is included in all profiletypes allowing you to point to other files available on your local or network drive. These files are calledAttachments.k. PNR Entries: A PNR Entry table is available at the Profile level so that you can format miscellaneousremarks for this client and then seamlessly paste them into a PNR. PNR Entry tables are also included at theAgent levels.l. More Fields: If you want to track it, and ClientBase doesn’t ask for it, here is where you can create your owncustomized fields of information. Things like Social Security numbers, client UDID’s and other miscellaneousinformation that you want to track can be captured in these fields.STEP THREE: Save Any Changes You MakeAfter you add/modify/delete information in any of these Links, make sure to click Save.NOTES:17

ClientBase Online OverviewSave Time and Duplicationwith Merge to PNRNo more multiple entries or databases! ClientBase provides your agents with the ability to movecustomer information (maintained in the ClientBase profile) to your reservation system's PNR. Thisfeature works with Amadeus, Apollo, Sabre, and Worldspan. Sit back and watch your database growand watch yourself become more efficient by using your marketing database to build PNRs. You'll besurprised at how quickly existing customer information gets updated, and how quickly new customerinformation gets added to your marketing database, when agents use it as their source for buildingPNRs. Also, watch your customer loyalty grow as agents access customer information when buildingPNRs for your leisure clients, rather than repeatedly asking them for the same information.Important Note: Anyone using ClientBase Browser or ClientBase Online needs to download and runthis file before using Merge to PNR: .EXE .Example: James Smith calls your agency to book some flights to Paris. Youragent, Susan, first locates James’s profile in your marketing database (ClientBase)and verifies current address. phone, email, passenger, card and loyalty programinformation. Once confirmed, she clicks the Merge to PNR button and withinmoments has the PNR started with all of Ken's necessary information.Susan checks off anything she wants togo over to GDS and clicks Send to PNR.18

ClientBase Online OverviewQuick Steps to Merging a Profile into a PNRSTEP ONE: Retrieve the Customer Profile:Use the Simple Search in the Profile Manager to retrieve your desired customer profile. Verify address, phone,email, passenger and card information is current.STEP TWO:Click Merge to PNR on the menu bar:Click PNR on the menu bar. The very first time you use the Merge to the PNR feature, you are presented witha screen from which to pick this platform one time only. Unless you are using Worldspan which uses theWindows Clipboard, you are using an API (Application Protocol Interface). Select the appropriate platform andclick Next. After the first time you Merge to the

ClientBase Online Overview 2 This ClientBase Online (it is the same product as ClientBase Browser) Overview is designed to provide agents with an easy, quick reference to some of the most commonly used features in ClientBase Online. This is not the ClientBase Online manual. The ClientBase Online manual, which has been designed to provide detailed instruction for front-line agents, can be .