Home-based agents will be the primary beneficiaries of Cruise Planners/American Express’ launch of eREZSM, the company’s first web-based customer relations management program. The program allows agents to organize and store in-depth client information in an easy to navigate system accessible from any computer or smart phone with Wi-Fi. eREZSM is replacing CP Software, a desktop-based system for agents’ personal computers.
Created exclusively for franchise owners by the company’s information technology team, eREZSM was developed to improve productivity by providing agents with the convenience of managing client reservations for cruise travel, air travel, car rentals, land tours and hotel bookings from any computer.
The system’s navigational tools help agents generate client lists, add new client information and change or edit reservations. A calendar reminds agents of important dates such as payment deadlines and client birthdays and, with the new program, agents can send personalized e-cards promoting new travel packages and cruise deals. eREZSM is integrated with the cruise lines’ systems for dispensing commission payments electronically to agents.
The launch of eREZSM has been strategically designed based on agents’ production levels to customize training by group. Cruise Planners created more than 20 informational webinars, posted on the Cruise Planners University website, to teach agents how to use the system, and a dedicated group of coaches are available at Cruise Planners’ Home Office to assist with questions or concerns.