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CRM - Integrated Customer Relationship Management

Product Version: 3.10
Document Version: 1.01
Last Updated: 12/06/2017
Author: Geoff Beaver

This white paper will help you to …

  • enter client details not relating to a booking
  • look up details of clients outside of a booking

Passenger Detail Entry & Maintenance External To Tourplan

What is this?

CRM (sometimes called nCRM to identify it from an earlier version) is a Customer Relationship Management system that interfaces and works in conjunction with Tourplan.
In the Tourplan booking applications (both FIT – FastBook and Groupbook), passenger information is able to be captured. Apart from Name and Contact details, additional Passport details can be stored and user defined profiles – e.g., Loyalty Programs, Visa details etc. – can be entered.
With CRM you can enter details of clients that have not made a booking, but perhaps have requested brochures or made an enquiry. It is also possible look up and make changes to details of clients that have traveled previously.

How does it work?

The module is a browser based application that will need to be installed. Installation will be done by Tourplan staff.
Once installed access is through a web browser by accessing the URL that has been setup.
The application is connected to the Tourplan SQL Database. Entering or amending any Pax details in this web interface will create or update the pax, which are then able to be accessed in the Tourplan Bookings applications to be added into bookings.

Entering or Reviewing/Updating Client Details

Depending on CRM settings, a login screen may display requesting a Username and Password. It is the user's Tourplan login name and password which is required. The login screen is shown in Screen Shot 1 .


When the CRM Application starts (after user login if required), the default entry screen is Pax Search.
There are 4 main title menu headings –

  • Pax Search – enables searching for existing passenger records using various filter criteria. Once located they can be edited or deleted.
  • Group Search – enables searching for CRM Group details and names associated with that group. Once located they can be edited or deleted.

    The term "Group" used here should not be confused with the same word used in Group Bookings. In the CRM context it is a "title" that related pax names – i.e., all Pax in one booking are Grouped under. By default, in Fastbook and Groupbook, the booking name is used as the Group Name, but it can be edited.

  • Pax Create – Create new passengers without having a booking in Tourplan
  • Group Create – Create new CRM "Groups", external to Tourplan

    Other title menu headings will display which allow specific tasks while creating/editing pax or groups.


    Screen Shot 1: Login Screen (if enabled)

    Pax Search


    Screen Shot 2: Pax Search - Opening CRM Screen
    There are 8 Selection fields available.

    When entering selection filters, remember that the more filters entered, then a) the less data will be returned and b) the possibility of error is greater. For example, if all 8 selection fields have a value entered, and there is a spelling or numerical error in one of them, nothing will be returned.
    Searches can be performed (and often are) by entering a search string in just one field.

    Any pax names that are already in Tourplan when CRM is turned on, will not be found during this Pax Search. If they need to be included, contact the local Tourplan office who can run a script to update the pax records so they will be found.

    At any time after entering a few characters in a field, click the Search Button to display the pax names. The names (when found) will display below the Search Button. If no names are found, the system will display No pax found in the white section of screen between the Agent label and the Pax Search heading.

  • Agent (Dropdown)

Clicking the Dropdown arrow will display a list of Agent Names in alphabetical order. Clicking in the blank Agent field and typing the first letter of the agent name, will scroll from that point. Clicking the Search button will display all pax names for all bookings for that agent.
Group name starts with
Enter the first few characters of a Group name (if known) and click the Search Button.
Pax name starts with
Enter the first few characters of a pax name (if known) and click the Search Button.
Address contains
Enter a word or letters that may be in any of the Group address detail fields, except Postcode.

This field can not be searched on in isolation – there must be search parameters in at least one of Agent or Group Name or Pax Name or Customer Number or Passport Number.

Postcode
Enter the Group Address Postcode (if known). The postcode must be complete – e.g. "805" will not locate "8052".

This field can not be searched on in isolation – there must be search parameters in at least one of Agent or Group Name or Pax Name or Customer Number or Passport Number.

Customer number
This field refers to an internal system number (pxn.pxn_id) and is used principally by Tourplan support staff.

Passport name contains
Enter a name or letters that may be in the Pax Passport Name field.

This field can not be searched on in isolation – there must be search parameters in at least one of Agent or Group Name or Pax Name or Customer Number or Passport Number.

Passport number
When searching by this field, the exact Pax Passport passport number must be entered.

Screen Shot 3: Found Names

The names displaying at the bottom of Screen Shot 2, were located by entering "arch" in the Pax name starts with" field and clicking the Search Button .
Moving the mouse pointer over the displayed Pax name(s) will allow a name to be highlighted. Double clicking it will open the Pax Details Update Screen (Screen Shot 3 ).

It is individual pax names that are able to be selected here, not all pax names that belong to one room.


Details Tab

Screen Shot 4: Pax Details Update Screen

Note the additional two title menu items "Pax Details" and "Group Details" ( )and the "Pax Name in Group Name" ( )which now display. The Pax Name and Group Name fields are hyperlinks which when clicked, will open the Details Tab or the Groups Tab

Any fields under any of the tabs in CRM can be edited. Pax can also be deleted.

This screen and its associated tabs are basically a reproduction of the Fastbook Pax Travelling and Groupbook Pax Names screens and tabs.

Screen Shot 5: Fastbook (L), Groupbook (R) Pax Screens

Entry of detail in the fields under any of the tabs is covered in the Fastbook and Groupbook Training Guides. The screen clips from CRM and the comparitive Fastbook and Groupbook are displayed for reference purposes.

Contacts Tab

Screen Shot 6: Contacts Tab

On initial entry to the Contacts tab, the only data that displays is the single line (circled beneath the "Add new contact button). Clicking the line opens the data for editing in the bottom part of the screen as in Screen Shot 5 .




Screen Shot 7: Fastbook (L), Groupbook (R) Contact Details Screens

In all three screens, buttons to Add or Delete contacts are circled. Additionally, the CRM screen has an "Update" button to save the data when changes have been made to a contact.
Clicking the "Add new contact" button in CRM will display the same fields as in the bottom half of the screen in Screen Shot 5 with only the Contact Type field showing as "Unassigned" and the Contact Name filled with the pax name.

Passport Tab


Screen Shot 8: Passport Tab

An edit was made in the Passport name field. When the Update button is clicked, a confirmation message displays above the tabs.

Screen Shot 9: Fastbook (L), Groupbook (R) Passport Screens

Profiles Tab

"Profiles" are defined by each Tourplan client to suit their needs, so the examples shown here are not necessarily indicative of profiles used in all systems.
Detail on using Profiles is in the Fastbook and Groupbook Training Guides



Screen Shot 10: Profiles Tab

When a heading in the "Type" column (e.g., Loyalty Program) is clicked, another portion of screen opens below the Categories and the Loyalty Program to be added becomes selectable as do the fields for membership number, expiry date etc.

Screen Shot 11: Fastbook (L), Groupbook (R) Profile Screens

Groups Tab

Screen Shot 12: Groups Tab – Initial Entry

Only the pax name displays on entry into the Groups Tab. Clicking on the Pax Name opens the Group Details screen and all Group fields – address details, Group Type, Agent and all Pax Names in the group display.

Screen Shot 13: Groups Tab – Details Screen

Clicking a Pax Name will open it in the Pax Details screen (as in Screen Shot 4 ) and all Tabs (Contacts, Passport and Profile) can be accessed for that passenger


Screen Shot 14: Fastbook (L), Groupbook (R) Group Screens

Bookings Tab

Screen Shot 15: Bookings Tab – Initial Entry

Only the pax name displays on entry into the Bookings Tab. Clicking on the Pax Name opens the Booking Details screen and all services in the booking are able to be viewed.

Screen Shot 16: Bookings Tab – Service List

This screen is display only – services are not able to be entered or edited.

Group Search


Screen Shot 17: Group Search

The selection fields on the Group Search screen are the same as for the pax search as in Screen Shot 2 . The field details are reproduced below.

There are 8 Selection fields available.

When entering selection filters, remember that the more filters entered, then a) the less data will be returned and b) the possibility of error is greater. For example, if all 8 selection fields have a value entered, and there is a spelling or numerical error in one of them, nothing will be returned.
Searches can be performed (and often are) by entering a search string in just one field.

Any Group names that are already in Tourplan when CRM is turned on, will be displayed during the Group Search. However, associated Pax Names belonging to the Group will not be found. If the pax names need to be included, contact the local Tourplan office who can run a script to update the pax records so they will be found.

At any time after entering a few characters in a field, click the Search Button to display the pax names. The names (when found) will display below the Search Button. If no names are found, the system will display No pax found in the white section of screen between the Agent label and the Pax Search heading.

 

  • Agent (Dropdown)

Clicking the Dropdown arrow will display a list of Agent Names in alphabetical order. Clicking in the blank Agent field and typing the first letter of the agent name, will scroll from that point. Clicking the Search button will display all pax names for all bookings for that agent.
Group name starts with
Enter the first few characters of a group name (if known) and click the Search Button.
Pax name starts with
Enter the first few characters of a pax name (if known) and click the Search Button.
Address contains
Enter a word or letters that may be in any of the Group address detail fields, except Postcode.

This field can not be searched on in isolation – there must be search parameters in at least one of Agent or Group Name or Pax Name or Customer Number or Passport Number.

Postcode
Enter the Group Address Postcode (if known). The postcode must be complete – e.g. "805" will not locate "8052".

This field can not be searched on in isolation – there must be search parameters in at least one of Agent or Group Name or Pax Name or Customer Number or Passport Number.

Customer number
This field refers to an internal system number (pxn.pxn_id) and is used principally by Tourplan support staff.
Passport name contains
Enter a name or letters that may be in the Pax Passport Name field.

This field can not be searched on in isolation – there must be search parameters in at least one of Agent or Group Name or Pax Name or Customer Number or Passport Number.

Passport number
When searching by this field, the exact Pax Passport passport number must be entered.


Screen Shot 18: Found Groups

The Group Name displaying at the bottom of Screen Shot 18 was located by entering "us" in the "Group name starts with" field and clicking the Search Button . .
Moving the mouse pointer over the displayed Group name(s) will allow a name to be highlighted. Double clicking it will display the Group Details screen and list the names belonging to the Group. (Screen Shot 19 ).


Screen Shot 19: Group Details & Pax Names

The Group displayed in Screen Shot 19 is a Group Booking and has 40+ names in the list. The screen has been truncated.

Group details can be edited. At the bottom of the screen (below the last pax name) are Update & Delete buttons . These particular buttons apply to updating or deleting Group details, not Pax names.
Pax names can be clicked on and they will open in the Pax Details screen (Screen Shot 4 ) and can be edited if required.

Pax Create


Screen Shot 20: Pax Create Screen

There are two sections to this screen – the top section for the Group details and the bottom section for the individual pax details.

By default, the "Create new group" checkbox (above the Group details section) is checked and can not be unchecked. If a name is to be added to an existing Group, do a Group Search (Screen Shot 17 ). When the group is found, click on the Pax Create menu item in the title bar and add the new name in the lower section of the screen.

All fields in this screen are common with their comparable screens in Fastbook and Groupbook.
Note that a) the agent field is compulsory and b) the date format for the Date Of Birth field is yyyy-mm-dd



Screen Shot 21: Example Completed Pax Create Screen

When the record has been saved, the Pax Details screen (Screen Shot 4 ) displays and further details – Contacts, Passports, Profiles etc. – can be added.

Group Create


Screen Shot 22: Group Create Screen

This screen is a replica of the Group Details section of the Pax Create screen (Screen Shot 20 ).
This screen is used if a Group only is to be created without any pax names attached to it. An example of this could be a tour operator wanting to operate a special interest tour of some sort, so the "Group" that is created can be used to save names and information requests for the tour.