CRM Usage

What is CRM?

• A file format for capturing and sending electronic documents.

• Software dedicated to managing communication with clients.

• Software for viewing and commenting on flight options.

• Application for storing customers' information.

What does the CRM do?

• Tracks customers' contact information.

• Organises customers' requests.

• Help maintain communication with customers.

• Provides all necessary information about reservations.

• All of the above.

What are the main parts of a lead?

• Market projects, Clients' contact information.

• Airports flight information, Flight requests.

• Flight options, Communication, Flight requests, and Clients' contact information.

• General Info, Client Info, Order List, Communication, Sale List.

Determine the type of call where the customer has already left a request on our website for a flight ticket and the system calls any available agent until the client picks up.

• General Line

• Transfer

• Lead Redial

• DIrect

What information does the General Inbox Queue contain?

• All new unassigned cases that need to be taken care of.

• Account information (username, role, department, team) and project parameters.

• Notifications about cases, calls, emails, and SMS.

• Information about the CRM feedback sent by the user.

Determine what queue includes the user's email addresses and direct lines.

• General Inbox

• Users

• Home Page

• My Inbox

What products can be seen in the lead when activated?

• Cancel For Any Reason

• Seat Assignment

• Support Bundles

• Flexible Ticket

What is the price that agents have to calculate the TP from?

• NET Price per passenger

• Total Mark-Up

• Selling Price per passenger

• Selling Price for all passengers

What department must be notified to process the requests for TP activation and seat or extra baggage assignment?

• Experts Department

• Ticketing Department

• Verification Department

• Sales Department

What CRM fields must be used in order to find the seat map on the SeatGuru website?

• Airline + Booking Class + Departune City

• Airline + Aircraft type

• Booking ID + Aircraft type

• Airline + Flight Number + Departure Date