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Representative Travel Network
ClientLink
User’s Manual
Issue: October 15, 2012 v1
This document is for informational purposes only, all information is provided “as is”, without warranty of any kind either expressed or implied, including
but not limited to, implied warranties of merchantability and fitness for a particular purpose, title, security, and accuracy. Proprietary information of
American Express Travel Related Services Company, Inc. Not to be disclosed to any unauthorized person.
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Table of Content
Page
Module 1: Program Introduction 3
Module 2: ClientLink Registration 5
Module 3: ClientLink Log On and Set Up 7
Module 4: Marketing Calendar 18
Module 5: Marketing Campaign Selections 25
Module 6: Reports 29
Module 7: Resources 31
Module 8: Appendix 32
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Module 1: Program Introduction
Introduction
Consumer Travel Marketing and the Representative Travel Network are pleased to provide its members with a one-of-a-kind turnkey centralized marketing solution, ClientLink. ClientLink was developed exclusively for American Express Travel and is fully integrated with the ClientBase® CRM tool. This will allow for marketing that is more targeted, with automated direct mail and email marketing campaigns that will be segmented by customer travel preferences and travel history.
Module Objective
Upon completion of this module you will be able to:
Understand the benefits of ClientLink Prepare your customer database
ClientLink Benefits
ClientLink offers many benefits that will enhance the marketing experience.
ClientLink offers an easy-to-use ordering system for customized direct mail and email campaigns, all based on your tier – Centurion, Affiliate or Associate.
ClientLink will display your orders within a customized marketing calendar so you can keep track of what campaigns you’ve selected and sent out. You can also order generic or customized copies for your office.
Agency will receive a notification email prior email campaign launch.
Customers’ profiles will be automatically updated with mailer records in ClientBase® to reflect the promotions or marketing campaigns they have received.
ClientLink will automatically send email campaigns on your behalf to select customers, based on data from your ClientBase® records.
The email templates developed by American Express Travel will be customized with agency branding: agency logo, agency email address, mailing address and phone number.
Email performance analytics will be provided for each campaign, including open rates and click through rates.
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Preparing Your Customer Database
To ensure that your direct mail and email marketing campaigns are successfully received by customers, it’s important that your database reflect quality data. Regardless of your customer relationship management (CRM) tool, you should be taking the following steps to ensure the integrity of your agency’s customer data.
Collect full customer name, including first and last name.
Collect full mailing address, including city, state and zip code.
Collect customer email address with marketing permissions and associated state.
If you are using the ClientBase® CRM, ClientBase will use the marketing selection criteria developed by ISM, to automatically select customers to receive either the direct mail or email campaign. In addition to the above items, there are other specific steps you should be completing within your ClientBase® CRM:
Create Res cards for all tour and cruise reservations.
Enter marketing codes for every profile, including when the client likes to travel, destinations, type of travel, client interests, and trip budget.
Check marketing permissions for each customer profile.
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Module 2: ClientLink Registration
Introduction
As an American Express Representative agency, you will be able to take advantage of ClientLink to execute your American Express marketing for the calendar year. This module will describe how to complete registration for the tool.
Module Objective
Upon completion of this module you will be able to:
Register as a ClientLink user
ClientLink Registration
In order to access the ClientLink tool, you need to complete the following steps:
IMPORTANT NOTE: IF YOU ARE ALREADY USE CLIENTBASE®
MARKETING SERVICES, YOU DO NOT COMPLETE THIS STEP.
Step 2: Complete the Online Registration Form at
http://www.clientbasemarketing.com/cbms/register.jsp?code=
amex . You will need to complete the online form, pictured on the
left side of the page.
In addition to the basic information about the agency, you will be
establishing the ‘Sign-In’ for the ClientLink tool. The email name and
password you create now will be used to gain access to the ClientLink
tool.
Best Practice: Agency Owner or Marketing Designate should be the
registrant contact.
Click on the ‘Next’ button to continue.
Step 1: The agency owner must complete and submit the Release
form. The release form can be found in the Appendix.
The release provides authorization to share aggregate marketing code reports with ISM. ISM is the approved 3rd party marketing company that will be creating your customized marketing calendar with suggested marketing campaigns in ClientLink.
The form can be submitted via email to [email protected] or via fax to 1-866-850-9773
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Database Syncing
Once you have completed the registration steps, a ClientBase® implementation specialist will contact you to discuss the next steps that apply to your agency.
ClientBase Users
If you use ClientBase® CRM user and are already syncing your database with ClientBase, you don’t need to go through any additional steps.
If you use ClientBase® CRM and you do not synch your database with ClientBase, the ClientBase® implementation specialist will contact you to walk through initial sync process and setting up the schedule task for ongoing sync process.
Non-ClientBase Users
If you are not using the ClientBase® CRM and you have your own CRM tool, ClientBase® will be establishing a database to upload your customer lists for executing direct mail or email marketing campaigns. The ClientBase® implementation specialist will walk you through the process.
The next part of the Registration process, is to accept the Terms
and Conditions of TRAMS/ClientBase®.
Once you read and accept the terms, you will automatically enter
into the ClientLink tool.
The registration will only have to be completed one time.
Afterwards, you will be able to directly log onto ClientLink with
your ClientLink email address and password.
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Module 3: ClientLink Log On & Set Up
Introduction
ClientLink is a streamlined marketing tool that will allow your agency to leverage the power of targeted
marketing through a single system. All Representative Network agencies need to properly set up their ClientLink
for optimal use.
Module Objective
Upon completion of this module you will be able to:
Access the ClientLink tool
Log onto ClientLink and set up your agency
Locating ClientLink
ClientLink Log On
Step 1: Access ClientLink tool via AXtraWeb site.
Step 2: Go to Marketing 1-Stop Shop.
Step 3: Click on ClientLink under Direct Marketing Links.
Note: You will be able to access the ClientLink User Manual
and ClientLink FAQ located on the ClientLink hub page.
Step 1: Enter your Email Address and Password that you set
up when registering.
Step 2: Click on the Login Button
SYSTEM NOTE: The password does not expire. ClientLink will
not lock you out if the password is incorrectly input. ClientLink
will automatically log you out after 20 minutes of non-activity,
at which time you’ll have to log back on.
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ClientLink Home Page
Upon sign-in to ClientLink, the Home page will appear as the default view. The main toolbar located at
the top of the site has seven (7) tabs: Home, My Profile, My Calendar, Promotions, Training, Contact
Us and Logout.
Home tab will display the marketing calendar
of email and direct mail pieces.
My Profile tab will display administrative
items related to executing email and direct
mail promotion.
My Calendar tab will display the full calendar
which extends past the “Next 60 Days” show
on the home page
Promotions tab will display current
promotions that are selected or past
promotions.
Training tab will display the WebEx training
page for future WebEx trainings.
Contact Us tab will display a form to connect
you with your assigned ClientBase®
Marketing Manager for any ClientLink
questions.
Logout tab will enable you to log out of
ClientLink.
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Agency Profile Set Up
To set up your agency’s profile in ClientLink, you will need to follow each of the steps below. Each step
is further detailed on the subsequent pages.
Step 1: Verify Agency Profile
Step 2: Seller of Travel IDs
Step 3: Upload Logo
Step 4: Select Primary Suppliers
Step 5: Select Marketing Options
Step 6: Enter desired zip codes for American Express Cardmember
Step 7: Complete Direct Mail Templates
The information that you provide on any of these steps can be changed at anytime. You are never
locked into the information that is initially included.
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Step 1: Verify Agency Profile
Once logged into ClientLink, locate My Profile on the Blue Menu bar at the top of the screen. Click on
the My Profile, to expand the menu list. Select and click once on Edit Profile.
Step 2: Select Primary Suppliers
Step 1: Review the data that has already been pre-populated from
your registration. You will only need to do this one time. The main
agency information should be reflected in this section.
Step 2: Make any corrections, if needed and scroll to the bottom for
the “Update Profile” button. Click on the “Update Profile” button to
save your changes.
Step 3: If all the information appears to be correct, go back to My
Profile on the menu bar and locate and click on Seller of Travel IDs.
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Step 2: Seller of Travel IDs
Once logged into ClientLink, locate My Profile on the Blue Menu bar at the top of the screen. Click on
the My Profile, to expand the menu list. Select and click once on Seller of Travel IDs.
The table is divided into two (2) columns: Agency Located in
State/Province & Consumer Located in State/Province. The
agency must have seller of travel number if their place of
business is in any of these states and if the agencies is sending
marketing to customers in any of these states.
Step 1: Enter your agency Seller of Travel number for the
applicable state.
Step 2: Once the information has been entered, click on the
‘Save’ button.
Step 3: Go back to My Profile on the menu bar and locate and
click on Upload Logo.
The American Express Seller of Travel numbers will appear in
the terms and conditions of American Express print campaigns.
The agency’s Seller of Travel information will appear on email campaigns for travel
agencies in five (5) states: Washington, California, Florida, Hawaii, Iowa and
Washington. The names of the States with this requirement are listed in blue and are
hyperlinks to the sites that describe the seller of travel information and how to get the
required numbers.
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Step 3: Upload Logo
Locate My Profile on the blue menu bar at the top of the screen. Click on the My Profile, to expand the
menu list. Select and click once on Upload Logo.
ISM and ClientBase will work together to pre-load your
agency logo into ClientLink.
This logo will appear on your direct mail campaign and
email campaign.
If you need to change your logo, please contact ISM at to
[email protected]. ISM will work with you to ensure
your logo meet with American Express Brand
specifications.
If you want to manually change your logo, follow these
steps:
Step 1: To add a logo, click on the ‘add logo’ button. Once
updated, a thumbprint view of your logo will appear.
Step 2: If all the logo appears to be correct, go back to My
Profile on the menu bar and locate and click on Primary
Supplier.
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Step 4: Primary Suppliers
Locate My Profile on the blue menu bar at the top of the screen. Click on the My Profile, to expand the
menu list. Select and click once on Primary Supplier.
Step 1: Review the list of Supplier Names. The list contains
American Express preferred cruise and tour suppliers.
Step 2: Once you have identified a supplier that you would like to
ensure automated email sends, place a check mark in the box
under the column header Selected. You can select as many
suppliers as you want to.
Step 3: Click “Update Primary Suppliers” button at the bottom of
the screen.
Step 4: If all the information appears to be correct, go back to My
Profile on the menu bar and locate and click on Marketing
Options.
PROGRAM NOTE: Email campaigns that appear in
your calendar will be auto-selected based on your
supplier selections.
For ClientBase® CRM users, the customers that
will receive emails will be determined based on
marketing codes.
For non-ClientBase® users, the customers that will
receive emails will be randomly selected.
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Step 5: Select Marketing Options
Locate My Profile on the blue menu bar at the top of the screen. Click on the My Profile, to expand the
menu list. Select and click once on Marketing Options.
Step 1: Select “ClientLink” and “Supplier Promotions” if it is not
already checked.
This selection for the ClientLink program ensures that you
receive all American Express direct mail and email promotions.
Step 2: Click on the button labeled ‘Save Settings’.
PROGRAM NOTE: Agencies currently using ClientBase®
Marketing Services (CBMS) or TouchBase will now also have
‘ClientLink’ as an option. Select ‘ClientLink’, along with either
CBMS-AMEX and/or Touchbase, to have all content viewable
in one tool.
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Step 6: Select American Express Zip Codes
Locate My Profile on the blue menu bar at the top of the screen. Click the My Profile menu option, to
expand the menu list. Select and click once on Zip Code Lists.
Step 7: Create Direct Mail Templates
When you first log onto ClientLink, this section will appear empty.
You will have two (2) ways to make your zip code selections. You
can enter in zip codes using either option.
SPECIFIC ZIP CODE ENTRY
Step 1: Enter in a specific zip code by typing the five digit zip code
into the field marked ‘Add Zip Code’.
Step 2: Click the button labeled ‘Add’. This will populate the chart
of zip codes list at the top of the illustrative picture to the left.
ZIP CODE RANGE
Step 1: Enter in a range of zip codes by typing in the five digit zip
code next to the ‘from’ field and the ‘to’ field in the area marked
‘Add Zip Code range’.
Step 2: Click on the button labeled ‘Add’. This will populate the
chart of zip codes listed at the top of the illustrative picture to the
left.
REMOVING ZIP CODES OR ZIP CODE RANGES
You can remove zip codes at any time by clicking on the box to the
right of the zip code and clicking on the button labeled ‘Remove’.
There is no limit to the number of zip codes an agency lists in
ClientLink.
PROGRAM NOTE
The zip code information you include in this section
will be used to send, American Express direct mail
marketing campaigns, via US Mail, to American
Express Cardmembers that are located in these zip
codes.
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Locate My Profile on the Blue Menu bar at the top of the screen. Click My Profile, to expand the menu
list. Select and click once on Direct Mail Templates.
TIP
You can create multiple direct mail templates and
design each for a specific use i.e., cruise template or
tour template. Only one template can be used per
print campaign.
Direct Mail Templates are used for print pieces only and the
information you enter on the template will appear on the
back panel of the direct mail piece.
When you first log onto ClientLink, the template chart will
appear blank. You will have the 2 options:
Option 1: Create an empty template, by clicking on the
button labeled ‘Create Empty Template’
Option 2: Create a pre-populated template by clicking on
the button labeled ‘Create Prepopulated Template’. This
option will pull the agency name and address from the
existing profile you created when you registered so you will
not have to retype the information.
The steps to create a new template from an empty
template are provided on the next page.
Once you have created direct mail templates, they will
appear in the chart above the template buttons. You will
have several action options:
Create from will let you create a copy of an existing
marketing template to modify.
Edit will allow you to make change to the template.
Remove will allow you to delete the template from
ClientLink.
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How to build a new template from an empty template.
Step 1: Template Name. Enter a template a name in the field
marked ‘Template Name’. Best Practice: Keep your title simple and
under 45 characters.
Step 2: Return Address. Enter the return address of the agency in
the multiple ‘Address’ fields.
Step 3: Call to Action. Enter the agency phone number in the ‘Call
to Action’ field.
Step 4: Website. Enter the agency website in the ‘Website’ field.
Step 5: Free-Form. You can enter any additional information you
want to appear on the back of a direct mail piece in the ‘Free form
text’ fields. Keep content limited to 28 characters or less per line.
Best Practice: If you don’t have ClientBase® CRM tool, this is a good
place to enter travel counselor contact information.
Step 6: Marketing Text. You can enter up to three (3) lines of
marketing text in the ‘Marketing Text’ field. SAMPLE: Use
Membership Rewards® Pay with Points to pay for all or part of your
vacation. Call for more details.
Step 7: Agent Profile Data for Personalization [THIS FUNCTION IS
ONLY FOR CLIENTBASE® CRM USERS]If you want travel agent level
customization on the direct mail pieces, you need to click on the
‘Yes’ radio button. The default option is set at ‘No’. Travel agent
level customization is only available for existing customer list data
from your ClientBase® CRM. The information is pulled based on the
primary agent listed in the client profile and match with the agent’s
Agent profile data. SAMPLE: For information or reservations, contact
John Agent, 555-123-4567, [email protected].
Step 8: Template Logo. Your agency logo will be pre-populated for
you by ClientBase. ClientBase will receive your agency logo from
ISM and the thumbprint image will appear on the template. If there
the logo needs to be adjusted, send an email to
[email protected] to coordinate the process.
Step 9: To save your template, click on the button labeled ‘Save’. To
not-save the template, click on the button labeled ‘Cancel’.
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Module 4: MARKETING CALENDAR
Introduction
Every Representative Travel Network agency who has registered for ClientLink, will access their own marketing
calendar based on the available American Express marketing campaigns created for the year. We encourage
you to review your recommended marketing calendar for 2013. Please note, the available promotions and
participating suppliers are subject to change.
Module Objective
Upon completion of this module you will be able to:
Review and understand your American Express marketing calendar and available marketing content
Understand the anatomy of email marketing campaign
Understand the anatomy of direct mail marketing campaign
Reviewing the Marketing Calendar
The marketing calendar is located on the ‘Home’ tab of the Blue tool bar. The calendar is divided into three (3)
sections: Messages, Your Marketing Calendar-the next 60 days, and Available Promotion Preview.
Messages
American Express will use this section to
provide you with relevant information
about our marketing programs.
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Your Marketing Calendar – The Next 60 days
This section will be pre-populated with
American Express direct mail marketing
campaigns that have been selected for your
agency to execute. Email campaigns that
appear in your calendar, will be auto-selected
based on your supplier selections.
The current view allows you to view the
campaigns that are set to launch over the next
60 days.
To view the complete 12 month marketing
calendar, click on the blue words ‘See Your
Complete Marketing Calendar’.
How to Opt-Out of marketing content from
this section is available on page 26.
PROGRAM NOTE: If your agency participates in ClientBase® Marketing
Services and/or the Touchbase® program, this marketing content will
appear co-mingled with the American Express content. Your ClientLink
calendar will show all the content labeled by the marketing program so you
have a complete picture and timing of all your marketing items.
Your Complete Marketing Calendar
After clicking on ‘Your Complete Marketing
Calendar’, the system will expand to give you
access the full 12 months of upcoming offers.
Use the “Search Criteria” to view past
promotions that you participated in, or search
by Marketing Program, Supplier name,
Marketing Option or Type.
Description of the promotion: Promotion
names that are in blue have full details. Use
your mouse to hover over the link and see the
promotion description.
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Your Complete Marketing Calendar continued
Each item on the calendar indicates
• The date reflects the Process Date for the
campaign.
PROGRAM NOTE: For ClientLink Limited
agencies you should ensure that customer
names are uploaded by this date for direct
mail promotions. For ClientBase® CRM uses,
this is the date that ClientBase will pull
customer names for direct mail promotions.
• The supplier being featured (items listed as
with American Express as the supplier may
indicate multiple suppliers within the
promotion)
• The title of the promotion. If you hover over
the promotion title in blue you will see the
promotion description.
• The promotion type, whether it’s a direct mail
or email promotion.
On the right-side of the calendar listing you will see
either ‘Opt Out’ or ‘Edit’.
Defining Opt Out. For events in the future that do
not yet have an order associated with the
promotion, you will see ‘Opt out’ next to the
promotion. Clicking ‘Opt out’ will remove the item
from your calendar so no order will be created
when the time comes.
Defining Edit. ‘Edit’ indicates an order already
exists for the calendar item. You can still opt-out
of these by clicking ‘Edit’ then clicking the ‘Cancel
Order’ button.
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Available Promotion Preview
This section will display all the available American
Express direct mail that have not already been
ordered and email marketing content that is
available for the year.
Think of this as the American Express Marketing
Library. You can ‘shop’ this section for alternate
direct mail or email campaigns to better fit your
agency’s customers.
You will NOT be able to exceed the allotment
of direct mail marketing campaigns per tier.
How to Opt-In to marketing content from this
section is available on page 24.
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Anatomy of Email Marketing Details Screen
The image below is what you will see when opening an email campaign in your Marketing Calendar by
clicking on the name of the promotion.
The Supplier will identify
which Cruise or Tour
Company is providing the
offer. If it’s an American
Express multi-supplier offer,
the supplier name will be
American Express Travel.
The Type will specify if the
offer is an email or direct
mail campaign.
The Marketing partner ID is
used only if you choose to
override the default selection
criteria. In this case you
would enter a marketing
code in your ClientBase® with
the assigned Marketing
Partner ID and then add the
marketing code to the
profiles you want to receive
this promotion.
The Promotion Period
reflects when the offer is
available for booking by the
customer.
The Travel Period indicates
the travel date range for the
customer.
The Subject Line is the text
that will appear on the
customer’s email subject line.
The Promotion Sample will
enable you to view a sample
of the finished email, and will
reflect your agency
information and logo. Double
click on the blue text ‘View
Promotion’ to open a new
window with the sample
email.
The Details section instructs
ClientBase® CRM users to
include the Marketing Partner
ID by a specific date. [See the
description of the Marketing
Partner ID on the left side of
the page.] This must be
entered by the date listed. If
this code is entered and the
profiles flagged with this code
by the proper date then
ClientLink will use your
suggested list up to your
allotment during the list pull,
if this is not completed by the
date listed then the default
selection criteria will be used.
The Section Criteria reflects
what data will be used in
targeting customers to
receive the email promotion.
The Maximum
Quantity reflects how
many emails will be
included in the
distribution of the
offer.
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Anatomy of a Direct Mail Order
The image below is what you will see when opening a direct mail campaign from your Marketing
Calendar and clicking on the name of the promotion. The system will redirect you to the Promotion
tab.
The Supplier will identify
which cruise or tour
Company is providing the
offer. If it’s an American
Express multi-supplier offer,
the supplier name will be
American Express Travel.
The Type will specify if the
offer is an email or direct
mail campaign.
The Marketing Partner ID is
used only if you choose to
override the default
selection criteria. In this
case you would enter a
marketing code in your
ClientBase with the assigned
Marketing partner ID and
then add the marketing
code the profiles you want
to receive this promotion.
The Process Date reflects
when the list will be pulled
and the promotion
processed to send to your
client. The in-mail date
typically follows 8 weeks
after Process Date to allow
for printing and mailing.
The Promotion Period
reflects when the offer is
available for booking by the
customer.
The Travel Period indicated
when the travel data range
for the customer.
PROGRAM NOTE: For direct mail campaigns, the
Promotion Sample will not be available until after
the piece is created.
The Details section will
include when the zip
codes will be pulled and
no changes can be made
to the zip pull data.
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Anatomy of a Direct Mail Order continued
When a direct mail campaign appears in your
Marketing Calendar, the order has been
selected/ recommended for you and you will
see the following information:
Order Promotion section contains:
‘Promotion Period:’ when the offer is
available for selection.
‘Travel Period’ when the customer can travel.
‘Send Date’ means when the piece is being
sent to the consumer.
Custom Sends section will have the following
options available for the offer:
“Have custom pieces sent to consumers on
my behalf” means you want direct mail
pieces sent out to customers for you.
“Send to my selected Zip code lists” means
you want to use American Express zip code
lists when sending out the direct mail offer.
When not checked, that means you want to
use targeted data from your ClientBase
database when sending out the direct mail
promotion.
“Agency Template” will allow you to select a
specific template to appear on the back/
address panel of the direct mail piece.
Generic Sends section will have the following
options available for the offer:
“Have Generics sent to my location” means
that all generics and branded generics will be
sent to the Main Agency location.
“Quantity (max 500)” means how many
generic piece are being ordered – the default
amount is set at 100 but you have the
flexibility to decrease or increase the amount,
not to exceed 500.
“Agency Template” means that if you have
customized the direct mail piece, you can
receive branded generics with your agency
logo and address.
If you made any changes to the information
on this page, click on the button labeled
‘Save’.
You can also cancel an order from this page
by clicking on ‘Cancel Order’ button.
PROGRAM NOTE: GENERICS
Generic versions of any direct mail campaign can be ordered by any agency.
There are no tier allotments for generic orders, like there are for the
customized direct mail campaigns.
An agency can order up to a maximum of 500 pieces per generic order. This
order will be delivered to the Main agency address provided on the
ClientLink profile. The agency will be responsible to distribute generics to
branch locations.
Branded generics can be ordered ONLY for direct mail campaigns that the
agency has opted to customize. This means that the agency logo and
address will be printed on the back panel of the direct mail piece.
The agency can order up to a maximum of 500 branded generics and the
order will be sent to the agency’s main located provided on the ClientLink
profile.
When ordered by the agency, generics or branded generics will NOT appear
in the agency’s marketing calendar but will remain in the ‘Available
Promotion Preview’.
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Module 5: MARKETING CAMPAIGN SELECTIONS
Introduction
American Express will be providing direct mail and email marketing content in ClientLink. To ensure appropriate direct mail
or email campaign reached the best-suited customer with the highest propensity to book that offer, marketing campaigns
will be selected for you (based on your database) and loaded into the Marketing Calendar section of ClientLink. The goal is
to provide the Representative Network members with more marketing to a more targeted audience. We encourage you to
review your recommended marketing calendar for 2013. Please note, the available promotions and participating suppliers
are subject to change.
Module Objective
Upon completion of this module you will be able to:
Understand how American Express marketing campaigns are selected for you
Understand how to opt-out of a pre-selected marketing campaign
Understand how to opt-in to a marketing campaign
Marketing Campaign Selection & Criteria
American Express has engaged ISM, an approved 3rd party travel marketing company, to collaborate with
ClientBase® in order to provide Representative Network agencies with recommended marketing campaigns.
ClientBase® CRM Users ISM will work with ClientBase® to analyze the type of customers that you have in your
ClientBase® CRM and present marketing selections that best fit your customer base. To optimize the analysis of
the agency’s customer database, we strong recommend that every customer profile be assign marketing codes.
New ClientBase® CRM users will find a standard set of marketing codes while more experienced ClientBase®
CRM user will leverage the standard marketing codes and augment the tool with their own customized
marketing codes. ClientBase® will be able to normalize standard and custom marketing codes to ensure that
ISM is able to conduct the best assessment and ultimately make the best marketing campaign selection for you.
ISM will be looking at the following aggregate customer information:
Travel Preference
Booking History
Cohorts
Demographics
Past Marketing Opt-in (if available)
Non-ClientBase® CRM Users If your agency does not have ClientBase® CRM, ISM will not be able to deliver a
customized marketing calendar and instead will provide a well-rounded selection of campaigns on the agency
behalf.
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How to Opt-Out of a Marketing Campaign
After reviewing your suggested direct mail and email campaigns located in the Your Complete Marketing
Calendar, should you not want to execute any of those direct mail or email campaigns, you can opt-out.
Step 1: Go to the ‘Home’ tab and click the See Your
Complete Marketing Calendar link.
Step 2: To the right of the promotion name there
will either display an ‘Opt Out’ link or an ‘Edit’ link.
You can opt out of a promotion with either option.
Option 1: If you select ‘Opt Out’, the system will
immediately remove the campaign from your
marketing calendar and return it to the current
promotions section.
Option 2: If the link says ‘Edit’, that means an order
is associated with the calendar item. Click the ‘Edit’
link and select the ‘Cancel Order’ button on the next
screen.
The system will update immediately remove the
campaign from your marketing calendar.
PROGRAM NOTE:
You can ‘edit’ or ‘opt out’ of either email or direct mail
promotions up until the process date, which is the date listed on
the marketing calendar. You can ‘edit’ and change the template or
zip code lists or customer lists.
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How to Opt-In to a Marketing Campaign
You can also select an alternate campaign or ‘opt-in’ for a marketing campaign that will replace one
that you’ve opt-out of. Remember: Agencies are not to exceed their tier allotment of direct mail
marketing campaigns. You will find the allotment information on the Home page, under the Message
section.
Step 1: Go to the Home tab, and find the Available
Promotion Preview section at the bottom of the screen.
Step 2: If you already know which marketing campaign
you want to select, click on the word Order for that
particular promotion.
To view the campaign, click on the name of the
promotion and a new window will open with a
description of the promotion.
Step 3: The Order screen will appear for you to make
the following selections:
Use your own Customer List OR Use American
Express Cardmember list based on zip codes
Select your agency template
Select Generics OR Branded Generics (if
applicable)
Identify the desired quantity of the Generic pieces.
You can order UP TO 500 pieces per generic
campaign.
Once all the selections have been decided, click on the
button labeled ‘Order’.
This marketing campaign will now appear in your
Marketing Calendar.
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Email Notifications
Another great benefit of ClientLink is that the program administrator will receive an email notification,
for each email campaign that is selected for your agency, 2-3 business days prior to the process date.
This feature will help your agents to be aware the timing of the email campaigns so they can be
prepared to assist customers calling about the offer. Email notification to the agency’s ClientLink
administrator is NOT done for direct mail promotions, at this time.
Multiple resources in the agency can receive the email notification, in addition, to the administrator.
Send an email to [email protected] and ClientBase® will contact you to add the additional contacts to
the email notification distribution. Include in the Subject line of your email ClientLink Profile Update.
The email notification will give you the opportunity to cancel the promotion.
Below is a sample of the email notification.
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MODULE 6: REPORTS
Introduction
Understanding the effectiveness of the marketing campaigns is important for the Representative
Network agency and for American Express. Reporting is a key tool. The reporting information provided
in this manual will only address specific reports that are directly driven by the marketing programs
ordered and executed through ClientLink.
There is a wealth of other reports and queries that ClientBase® CRM users should learn about and can
help them to grow business. Please contact your ClientBase® support desk for additional information
on reports. See Module7: Resource for phone, fax and email address of ClientBase support desk.
Module Objective
Upon completion of this module you will be able to:
Understand how to read a email mailer (applicable to all ClientLink Users)
Understand how direct mail mailers will appear in ClientBase® CRM
Email Mailer
Select ‘Promotion’ then ‘Promotion History’. This
will give you the summary statistics for your email
promotions.
Each promotion will show:
Send Date: The date the email was sent to the
client.
Sent: The number of emails sent to your clients.
Opened: The number of emails opened by the
clients.
Open Rate: The number of people that opened the
promotion out of the total number of people that
received the email.
Clicks: The number of clients that have clicked a
link in the promotion.
Program Note: The details of “who” opened and
click will show in mailer records in ClientBase®
CRM.
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Direct Mail and Email Mailers
The details of who received (and clicked, for email) promotions show in the activities tab of your
ClientBase profiles in the form of Mailer Tags
Direct Mail Mailers
The date on the direct mail indicates the date the
promotion is mailer to the client.
Mailer Type: Indicates when the promotion is an
email or Direct Mail.
Subject: Will be ‘Direct Mail::’ followed by the name
of the promotion.
Link to Details: A link to a PDF copy of the direct
mail piece is provided for agents to view what was
sent to the client.
Email Mailers
The date on the direct mail indicates the date
the promotion is emailed to the client. For a
Click or Open mailers the date is the date the
client clicked or emailed.
Mailer Type: Indicates when the promotion is
an email or Direct Mail.
Subject: Will start with Promo Sent, Promo
Opened, or Promo Click followed by the name
of the promotion.
Link to Details: A link to an HTML copy of the
email is provided for agents to view what was
sent to the client.
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Module 7: Resources
Below are ClientBase® resources you can contact for help.
ClientBase® Sales Team
• http://www.trams.com/home/contact/sales_representatives/
ClientBase® Support Desk
ClientBase® assists with questions about installing or using Trams products, from 6:00 A.M. to 5:00
P.M. (Pacific Standard Time), Monday through Friday (excluding holidays).
By Phone: 1- 310-641-8726 [Support Desk Assistance Information]
(Press 1 for Trams Back Office Support; Press 2 for ClientBase® Support)
Calling us provides you the opportunity to speak with a Support Representative and the
option to share desktop screens via the Internet.
By Fax: 1-310-641-8571 [Support Desk Fax Number]
Please include a cover sheet with all faxes.
By Email: [email protected],
When you send an email, be sure to put your agency name and phone number in the
subject line. Include a contact name and the version of Trams product you are currently
using (e.g., TBO 3.03.xx, ClientBase 3.06.xx, etc.).
ClientBase® Training
To leverage existing ClientBase product training that is offered by ClientBase® certified trainers, click
on the link below. You can either attend ‘live’ webinar sessions or listen to recorded training modules.
ClientBase® CRM Training
• http://www.trams.com/home/training/clientbase_webex_training
ClientBase Q&A sessions
• https://cbms.webex.com/0306ld/mywebex/default.do?siteurl=cbms&service=6
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Module 8: Appendix
Document 1: Release Form Instructions and Letter
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INSTRUCTIONS TO SUBMIT RELEASE
The purpose of the release is to provide your authorization to share your ClientBase database information to ISM.
ISM is the 3rd party marketing company that will be using the data to pre-populate your customized marketing
calendar in ClientLink.
If you have any questions, please contact your Account Manager or Julie Durham.
Steps to submitting Release
1) PRINT THE ATTACHED LETTER BELOW ON AGENCY STATIONARY
2) SIGN AND DATE THE DOCUMENT
3) SCAN AND EMAIL TO JULIE DURAM – TRAMS/CLIENTBASE AT [email protected]
OR
FAX THE SIGNED DOCUMENT TO THE ATTENTION OF JULIE DURAM AT 1-866-850-9773
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Trams, Inc.
5777 West Century Blvd., Suite 1200
Los Angeles, CA 90045
Attn: CBMS
Re: ClientBase Marketing Services Agreement dated: (the “Agreement”)
Gentleman:
Please accept this letter as our authorization to provide access to ISM , Inc. to the copy of the database
maintained on our behalf by Trams, Inc. under the above referenced Agreement, including all profile
and other customer information contained in such database (the “Agency Data”). ISM , INC. is not
authorized to have access to the passport number, date of birth and complete credit card number of
travelers maintained on our behalf by Trams, Inc. for purposes of this agreement.
This letter shall also confirm our full and complete release of Trams and ISM from any and all liability
arising out of or in any way connected to Trams’ providing a copy of the Agency Data to ISM , Inc. and
our agreement to indemnify and hold Trams and ISM , INC. harmless from any third party claims arising
from the release of the Agency Data as directed herein.
Signature:____________________________________
Name: _______________________________________
Title: _________________________________________
Agency Name: _________________________________
Date: ________________________________________