OMS Jeopardy!

Loyalty leads

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This guide in Woogle explains to you when and why your loyalty leads pop up in OMS

What is OMS - Loyalty Touchpoints Guide

https://agenthelpcenter.zendesk.com/hc/en-us/articles/4605617194253-OMS-Loyalty-Touchpoints-Guide 

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Before this call we want you to spot check the promos on the booking, check the vendor site and compare to ours and make sure everything is good. During the call fill your guest in on things like the cruise lines apps, on ship reservations, online check in ect. 

Planning 

• When will you see this in OMS? 60 days prior to Departure Date
• D2E: 7 day
• What is the purpose of this touchpoint? Great opportunity to highlight your expertise by making recommendations and ensuring your customer learns everything they didn’t know they need to know to prepare for their cruise (book dining, travel safety, etc.) 
• What to do before you call? Check out the Planning Call Guide by clicking here 
• During the Conversation Next Step: Review healthy sail information, access the cruise line apps, and other points on the Planning call guide
• Next Step: Note Euclid with any respective notes and close the touchpoint.
• What if you reach voicemail? Leave a voicemail, send a planning email using the template in Euclid, note, and close the touchpoint.

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Before this call we want you to spot chek the promos on the booking, check the vendor site and compare to our and make sure everything is good. During the call its a great time to pitch book on boards and emplore your guest to do their online check in if not done already.

Bon Voyage

• When will you see this in OMS? 14 days prior to Departure Date
• D2E: 7 day
• What is the purpose of this touchpoint? Last chance you have to review each reservation before the customer reaches the pier and ensure all components are applied as promised.
• What to do before you call? Review the booking information notes for any relevant info, check the booking by selecting the report card, and confirm promos are applied (if applicable). If any promo issues are uncovered, work with the correct departments to resolve them prior to contacting the customer.
• During the Conversation Next Step: Direct customer to complete online registration, pointing out healthy sail info, address any questions, for flight remind to check in 24 hours prior as they can change, let them know to check out the book onboard benefits when they are on ship.
• Next Step: Note Euclid with any respective notes and close the touchpoint.
• What if you reach voicemail? Leave a voicemail, send a Bon Voyage email using the template in Euclid, note and close the touchpoint.

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Before this call we want you to check the vendor portals for potential book onboards! During the call get all the details on how their trip went and save notes on their prefrences and again check for BOBS!

Welcome Home 

• When will you see this in OMS? 1-day post Return Date
• D2E: 15 days
• What is the purpose of this touchpoint? Follow up with the customer and learn about their vacation experience while continuing to build the relationship with the customer by showing genuine interest. Help them start planning the next cruise by leveraging any book onboard or Cruise Next opportunities.
• What to do before you call? Check the cruise line portals for any book on boards or future cruise deposits. Review Euclid for any on-trip issues we are aware of.
• During the Conversation Next Step: Ask about the ship/destinations/experience they had. Uncover any future bookings if not visible in portals. Set expectations for any post-travel promos from the brands. Start planning the next cruise.
• Next Step: Note Euclid, and start a new inquiry or build BOB in Euclid based on the outcome of the call. - and close touchpoint
• What if you reach voicemail? If no BOB or deposit is found - note Euclid of a voicemail left, send email using the template, and close lead. If BOB or deposit is found, leave a voicemail, create an inquiry or new booking and schedule a call back of new booking with the BOB or deposit, and close the welcome home touchpoint since you are starting on the new vacation.

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Your most important lead. Keeps your relevant in the customers mind. Builds loyalty and helps with customer referrals. 

Reconnect

• When will you see this in OMS? 184 days post Departure Date
• D2E: 7 days
• What is the purpose of this touchpoint? Stay relevant with the customer and can help increase loyal business by either continuing the planning process for their next vacation or leveraging the opportunity to ask for referrals.
• What to do before you call? Check Euclid to ensure there are no active bookings (possibly a different profile was created if they booked online), if so merge the profile. Access their most recent departure.
• During the Conversation Next Step: Talk with the customer about any life celebrations or reasons for a much-needed vacation. 
• Next Step: Note Euclid and close reconnect touchpoint. 
• What if you reach voicemail? Leave a voicemail, note Euclid, send an email template in Euclid and close touchpoint.

Booking support

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Previously named Existing Customer. This is a manual touchpoint that you create from the booking tab and select your own ideal date. This touchpoint is intended to be used by an agent to track a service request from a customer. An example, remind yourself to take action on a booking like checking a waitlist. This touchpoint is all about you and servicing your customers.

Custom Booking Action

• When will you see this in OMS? Set by Agent
• D2E: Set by Agent
• What to do before you call? Review Euclid and whatever notes prompted you to create this touchpoint.
• During the Conversation Next Step: Discuss the outcome and reason for the call.
• Next Step: Note Euclid and take whatever steps are needed.
• What if you reach voicemail? Note Euclid and either close or reschedule the touch point based on the action needed.

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To ensure all bookings are paid in full and prevent cancellation for lack of payment.

• When will you see this in OMS? This will autogenerate for each booking that is not paid in full 10 days prior to the Euclid final payment date.
• D2E: 10 days
• What to do before you call? Review Euclid to ensure the payment hasn’t been made. Check to see if the reservation has insurance. Verify if they have met the proper requirements to redeem their promotions.
• During the Conversation Next Steps: Take the final payment and resend the booking confirmation, discuss the benefits of protecting their vacation (if applicable), and mention the next steps for promotions.
• Next Steps: Note Euclid, make any updates in Euclid, and close the touch point.
• What if you reach voicemail? Copy and paste the approved follow-up template email and send it through Euclid via a blank email template. Be sure to note Euclid, and close the touchpoint.

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The cruise line notification has been reviewed and identified as needing a call to the customer with an action needed from the customer. An example would be a major change to an itinerary that requires our customer to make a decision by a specific date such, as accepting a rebooking offer.

Cruise Alert Follow Up

• When will you see this in OMS? When a cruise alert email is sent to a customer that requires a call to the customer.
• D2E: 30 days
• What to do before you call? Review Euclid and the cruise alert on Voyager to understand what is going on with our impacted customers.
• During the Conversation Next Step: Inform the customer of the change and details relating to the alert - including deadlines and what actions are needed.
• Next Step: Based on the outcome, take action on behalf of the customer with the cruise line. Update Euclid as needed and add respected notes. 
• What if you reach voicemail? Based on the alert details take the best next steps - if the conversation is needed, reschedule the touchpoint for another call in 24 hours or your next shift. You can adjust the timeline based on the details of the alert. By rescheduling you will be able to ensure that if you do not speak with the customer - you have eyes on the booking to confirm a Care team member has relayed information to them.

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Last chance to get that insurance sale! Regardless of how the booking is paid - future payment or phone call - the countdown has begun where the customer will not be able to protect their vacation!

Insurance Follow Up

• When will you see this in OMS? *This will autogenerate for each booking 24 hours after zero balance and does not have WTH/Vendor insurance purchased
• D2E: 9 days
• What to do before you call? Review Euclid to ensure insurance was not added.
• During the Conversation Next Step: Discuss the benefits of protecting their vacation
• Next Step: Note Euclid, make any updates in Euclid, and close the touch point.
• What if you reach voicemail? Send insurance approved follow-up template email, note Euclid, and close the touchpoint. 

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Out of all of our booking support lead types the D2E date is not the preffered time to dial these leads except for one lead  type.

Custom Booking Action

• When will you see this in OMS? Set by Agent
• D2E: Set by Agent

Sales leads

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The ideal number of times to dial back out to an inbound call follow up lead

The minimum is three, the frequency of those calls and if more is needed is up to agents discreation. See your team lead for details.

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Imported leads in your OMS sent in the hopes of making you some more money!

Imported touch points: 

• FCCs
• CruiseNext certificates
• Special offers like the NCL’s 10% offer

Find these leads by filtering your OMS. Find out the details of these leads in our OMS blog.

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Best sorted in OMS by reason and then sort by vendor. The booking will be the cancelled or departed sailing. After calling the customer and sending an email, leave the touch point open until the customer is planning their new cruise with you.  At that time, create a new inquiry

Future Cruise Credit

• When will you see this in OMS? Active, unused RCCL FCCs will be imported into the active Travel Pro's OMS who had the RCCL booking that generated the FCC. 
• D2E: Based on the RCCL expiration date, up to 2 years out.
• What is the purpose of this touchpoint? These customers are like your Rolodex of leads.  You want to butter them into your day and leverage them with sales and offers that are current.
• 
  
• During the Conversation: Hi (customer name), this is (your name) with (brand).  I wanted to remind you of your Royal Caribbean cruise credits that haven't been applied yet!  Sailing is back and give me a call so we can start planning your much-needed cruise and ensure you do not use your credit - plus I can make sure you get the exclusive (brand) perks!  Give me a call (your contact info and hours). talk with you soon!
• Next Step: If there is more follow-up needed, note Euclid and reschedule the touchpoint.
• What if you reach voicemail? Note Euclid, send a follow-up email through Euclid and reschedule the touch point. It is expected to attempt to contact a customer at least 3 times before closing the touch point.

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Touchpoints will be imported weekly year-round, as we are notified by our suppliers. YThese will be sporadic during the year.  Ideally, the welcome home conversation will guide you to be on the lookout for this reservation to be imported. If you did not speak with the customer upon their return, you will want to contact the customer the day this touch point is imported in OMS

Book On Board

• D2E:14 days from import.
• What is the purpose of this touchpoint? Customers who booked a new cabin onboard their previous sailing will be imported into the OMS of the Active Travel Pro who is the responsible agent for the sailing in which the new cabin was booked.
• What to do before you call? Sort in OMS by reason "Book on Board” daily to ensure you do not miss a customer. The inquiry will be ready for you to build the booking in Euclid and apply the correct promos. After calling the customer and sending an email (in addition to the confirmation), leave the touch point open until the customer has spoken with you to collect the processing fee and review the cancellation fees via WTH Recap.
• During the Conversation:Hi (customer name), this is (your name) with (brand).  It looks like you had a great time on (previous ship) that you locked in your next cruise on the (new ship).  Congratulations on getting ready for your next cruise.  I have everything from (cruise line) and want to go over the details of your (brand) promotions.  Give me a call (your contact info and hours). talk with you soon!
• Next Step: If there is more follow-up needed, note Euclid and reschedule the touchpoint.
• What if you reach voicemail? Note Euclid, send a follow-up email through Euclid and reschedule the touch point. It is expected to attempt to contact a customer at least 3 times before closing the touch point.

Best practices

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Adjusting your view in OMS to include a column called created on will prevent something terrible happening to your leads.

Leads are marked over due based off the creation date of the lead and if not touched will be swepted to another agents OMS

https://agenthelpcenter.zendesk.com/hc/en-us/articles/18192840647565-How-to-Adjust-Your-View-in-OMS-To-Include-a-Column-Called-Created-On-

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Regardless of type all OMS touch points have 4 mandatory steps that need to be taken.

Actions to take with each Touchpoint, regardless of type:

1. All touchpoints are called the day they are scheduled. 
2. Notate Euclid with each attempt.
3. Send appropriate email via Euclid.
4. Update OMS with the next steps

https://agenthelpcenter.zendesk.com/hc/en-us/articles/5635259569805-Outreach-Management-System-OMS-

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The frame work to manage your OMS day to day.

How to Manage OMS: What To Do Every Day! 

Every day before a Travel Professional's shift ends, it is an expectation all customers are called, emailed, and OMS is updated based on the outcome. This also ensures that at the end of each shift your OMS does not have any past due customer contacts that need to be made.   

1. East Coast calls should be completed before an agent’s lunch.
2. West Coast calls should be completed after an agent’s lunch. 
3. All touchpoints should be called/updated before the end of an Agent’s shift daily.
4. If you have past due touchpoints at the start of your shift, you should not to take a new call until those contacts have been made. Moving past due touchpoints to another day without completion is not acceptable.
5. You are required to move your future inbound inquiry leads to your next scheduled workday if the next calendar day is your day off.

https://agenthelpcenter.zendesk.com/hc/en-us/articles/5635259569805-Outreach-Management-System-OMS-

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This type filter in OMS allows you to focus on your money leads to make OMS more bite sized and profitable. You can then filter if further by reason to see things like book onboards and our imported leads.

Dropping the sales leads filter in OMS does this

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This best practice best done while still on the phone with your customer ensure that they are available credit card in hand when you dial back out to them.

Setting a follow up with them ensure they are available. All questions comments and concerns out of the way and ready to go with booking. Remember folks if they cant commit to a follow up call, set a loose one and call them any way!