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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 Julie.Durham@sabre.com 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

logos@ismtravels.com. 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, john@travelagency.com.

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

logos@ismtravels.com 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@trams.com 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: support@trams.com,

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 JULIE.DURHAM@SABRE.COM

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: ________________________________________