TRAVEL

CRM WORK FLOW.

Ø Sales team / Fight / Hotel / Car / Train / Cruise / Holidays packages.
Ø Billing
Ø Customer Support Team
Ø Quality team.
Ø HR / Attendance / Login hours / Salary / Incentives / Joining dates.
Ø Marketing / Email / SEO / SMO / PPC / Text / Whatsapp. / One click promotions
email options to data.
Ø Super Admin / Admin / management / Active customer status on the website.
Ø Website Date and online booking interlinked




Sales work flow

Ø Agent profile with employee ID , Attendance / Login hours/ Short login hours
popup . Short target popup on the top/ All US time zone. Mobile number
OTP.
Ø Agent can see how many calls they took and performance month by month.
Ø Salary / Incentives / Target / PIP / Quality Score. / Charge back / Refund.
Ø Agent will take fresh calls also dial outbound calls.
Ø Once call land to Toll-free CRM auto pop up with Auto fill number.
Ø Agent will able to fill (Name / Email / phone / Call type Flight, Train, Hotel,
Car, Cruise / Query tagging / Depart and Arrival info tabs. / Passengers
information’s / Dates /
Ø Agent should able to send Payment link and MCO option in the CRM.
Ø Future travelling query should pop up on sales person to call back and do
follow up on day before travel booking or week ago. It can be access by sales.
Ø Agent can send text and email with voucher offers to customers from
offers@ticketsdaddy.com .

Restriction
Ø Once tagging done agent cannot see any of customer’s information.
Ø Until agent close first call and tag. new call will not land to that agent.
Ø After call there is only 30 Sec time to do tagging’s and close that lead.
Ø Agent will only able to get follow up customer popup.

Ø Agent cannot copy customer’s data.

Ø Agent cannot see sales data.
Ø Agent cannot read or login email from anywhere or from CRM.
Ø After the shift timing agent cannot login CRM.
Ø For login the CRM agent has to follow OTP system and admin should
have info how many agents are logged in and active. At what time
they login and logout.


Billing work flow
Ø Once payment done by sales team they will transfer the call to billing team.
Ø Once payment done after tagging customer should get confirmation email
and text for the payment with docu-sign link.
Ø Billing team can send new invoice and cancel old invoice also.
Ø Once Tickets confirmed customers should get Itinerary by Email / Text.
Ø After 5 Minutes customer should get email / text for repeat call Voucher
coupon
Ø Can send email to customer from reservation email
Ø Account login info send to customers by email and text.
Ø Should get Travel dates pop up with PNR so billing team can cross check PNR
active or not and call back to customer for the reminder.
Ø Whomsoever traveled billing team should get pop up to send them a
feedback email and text for thank you for your travel with us Please share
your feedback.
Ø Exiting Toll-Free number should be for outbound calls.
Ø

Restriction

Ø After tagging they cannot see any customer’s info and data.
Ø Can not see payment gateway and other info.


Customer Support Team

Ø Support team should get auto pop up when they receive existing customer
calls with their details.
Ø They have to tag the call / Query / Enquiry / Refund / Charge back /
Cancellation / General query etc. etc.
Ø Support team can mark the call for sales / billing / other department.
Ø Support team can do fresh booking also with using sales team tagging option.
Ø Support team can send new invoice and cancel old invoice also.
Ø Can send email to customer from reservation email
Ø Exiting Toll-Free number should be for outbound calls. 1833-415-6950


Restriction

Ø After tagging they cannot see any customer’s info and data.
Ø Cannot see payment gateway and other info.




Quality team.

Ø Can pull calls agent wise and submit the feedback and give the score.
Ø Can listen live calls and recording.
Ø Check call tagging.
Ø Daily target pop up for quality team to give 5 calls feedback to each employees.
Ø Issue a PIP to agent and improve their quality.

Restriction

Ø After tagging they cannot see any customer’s info and data.
Ø Cannot see payment gateway and other info.
Ø Cannot login from other location.


HR & Accounts

Ø Can see attendance
Ø Can see login hours
Ø Can see target
Ø Deduct salary
Ø Send salary slip to employees to their account.
Ø check Incentives.
Ø Performance
Ø TDS deduction.
Ø Issue an offer letter and termination letter.
Ø Marketing expenses
Ø Monthly company invoice makes and upload.


Marketing team

Ø Can see total amount and number of sales with type of process.
Ø Can see call tagging query percentages?
Ø Can see Charge back and refund monthly wise.
Ø Also update marketing strategies SEO / SMO / PPC / Daily Budget /
Ø Marketing daily expenses and monthly expenses.
Ø Can see strategies result from the call tagging’s?
Ø Remark every day.