We welcome six new employees to the TRAMS family! Three of these have joined TMA (TRAMS Marketing Advantage), a TRAMS division that provides direct marketing services, e-mail, and direct mail services to travel agencies, consortia and for suppliers:

Kim Elder joins TRAMS as a Regional Sales Representative for TMA Sales and ClientBase. Graduating from Tarleton State University, Kim worked in the Wireless industry for 9 years.

John Frenaye, also a TMA Regional Sales Representative, is a recent former owner of several agencies, and a long time TRAMS user for ClientBase and TRAMS Back Office. He also writes a syndicated travel column for MSNBC. John says, “I am very excited about the new TMA product and with the backing of the suppliers, this is a great method for agencies of all sizes to increase their e-marketing successes.”

Jackie McMahon, CTC, TCC has joined our TRAMS staff in a full-time capacity as a TMA Marketing Manager training agencies to do e-mail marketing. A travel agency owner for over 13 years, Jackie used TRAMS Back Office and ClientBase, and worked part-time for TRAMS as a trainer in our Chicago facility. She also writes scripts for Sabre. Jackie says, “I am very excited about TMA and its future, as well as the talented group of people I'm working with!”

Click here to see the territories represented by our new TMA personnel.

Additional New Employees Include:

Judith Becerra joins TRAMS in the capacity of Administrative Assistant with over 8 years of office experience. She enjoys cooking in her spare time.

In September Dexter Baga joined TRAMS as a Software Programmer. Dexter has considerable experience in applications support and QA and is currently completing his BS in IT.

Joe Diaz is our new TRAMS Shipping Coordinator who comes equipped to take on the massive task of handling our shipping and printing requirements. In his spare time he coaches a boy’s baseball team ages 13 and 14, and enjoys roller hockey.

Welcome everyone!

TRAMS Announces Strategic New Hardware Partnership with HP!

TRAMS has a new Platinum Partner. We’ve aligned with Hewlett-Packard to provide a one-stop shopping solution when it’s time to replace your old hardware, upgrade your current technology, or simply add another desktop or printer.

Under the Business AdvantEdge HP value program, buy BUSINESS GRADE HP and Compaq equipment at discounted pricing (normally 3% - 10%). There are also monthly and bi-weekly promotions with even deeper discounts or fantastic value added specials such as 0% leasing, free shipping, free digital cameras or flat panel monitors with specified equipment purchase. Highlights of HP purchasing program:

• Hundreds of business grade HP and Compaq branded items including:
  • Desktops, Portables, Tablets, Workstations, Notebooks and Options
  • Handhelds (iPAQ) and Handheld Options
  • HP Printers, Cartridges, Toner and Accessories
  • Flat Panel Displays, Monitors and Peripherals
  • Digital Cameras and Projectors
  • Servers, Business Storage, and Server Services
  • Packaged Services (i.e., Care Packs)
• Readily available Purchase and Lease options.
• Bi-weekly SPECIALS and PROMOTIONS - Check your e-mail, the TRAMS website and your TRAMS newsletters frequently for these rotating promotions.

Click here for more information about Hewlett-Packard.

Joel Abels, Editor and publisher of Travel Trade publications, points out that years ago agencies were joining Consortia because of the advantages of being a member were so great, and similarly, today ICs are reviewing host agency options and working with various hosts – because the advantages of doing so are so great.

While there are many factors to consider when evaluating potential hosts, I believe none are as important as the technology host agencies employ that enables them to best work with their ICs - to support them, to market with them, to offer them the best deals, and to pay them on a timely basis.

Why Technology Enables Hosts to Offer the Best Programs

How does the technology employed by a host enable them to offer the best programs, including the highest commission and IC profits? The answer is simple. The best technology enables host agencies to run the most productive and successful marketing programs. The best technology also enables hosts to generate more electronic reservations – both of which result in higher yields to the supplier which translates to higher commission and better deals to the host, which are then passed on to the ICs of that host.

Additionally, today’s IC-Host technology enables hosts to run their businesses far more efficiently and to have better data; again points that enable them to offer the best programs and deals to their ICs.

IC Technology

The IC side of technology is primarily the CRM (Customer Relationship Management) piece. Any IC using the proper CRM tool successfully becomes the primary candidate for the best host agencies – as well as consortia, suppliers, and every other potential ally.

By using the proper CRM tools, ICs have the database to successfully target segmented markets. Those ICs participating in our marketing programs that use their clients’ travel history in combination with their clients’ travel preferences, generate closing rates of 70% and more. Hosts and suppliers alike, find these ICs very attractive marketing partners.

IC CRM technology manages contacts, manages reservations, integrates with booking engines, provides inventory, and links to the Internet to help with marketing programs. All help with individual sales as well as broader marketing efforts.

And perhaps best of all, ClientBase, providing full-function CRM technology, starts at only $15 per month for ICs – with many of the best host agencies including it in their IC relationships.

Many home based ICs want to manage their own accounting. They may work with multiple hosts. They may very well even act as host to other ICs. TRAMS for IC Back Office provides complete accounting and management reporting – all totally integrated with ClientBase CRM.

Host Technology

Hosts require both the CRM and Back Office (accounting) functionality. To work efficiently and profitably, they need to be able to process reservations electronically. Regardless of where or how the original booking was made, complete management, marketing and accounting reports have to be generated. Their system must include the flexibility to produce IC reports and analyses.

Additionally, hosts can enable their ICs to have their own databases. Hosts can offer consolidated marketing programs to ICs who, by their participation, have their databases 100% supported and paid for by preferred suppliers.

Hosts need the industry standard for back office processing, TRAMS, to insure they provide their ICs with complete reporting and analysis quickly, efficiently, and accurately.

IC - Host Technologies Working Together

The exciting evolution has been the integration of the IC and Host technologies enabling a better system for all involved.

ICs make reservations directly via a supplier’s website, in the host’s GDS, or on the phone. TRAMS Back Office and ClientBase combine seamlessly to enable reservations to be made and recorded efficiently by whatever means is employed. Those records can then be moved and merged as needed between Host, IC, bookkeeper, and marketing manager.

Consider a common scenario. An IC makes a reservation on a supplier’s web site. Using ClientBase’s exclusive “Live Connect,” that reservation is made noting the ICs affiliation with a particular host agency, and when the reservation is confirmed, a complete and detailed record is imported into a ClientBase Res Card. It becomes a permanent part of the customer’s record and the IC’s sales history. The IC can invoice the customer, record money received and then transmit the sale and commission due information to the Host.

Further, the complete integration of ClientBase with GDS technology, permits an IC to make reservations in the Host’s GDS and still import the sales record into a ClientBase Res Card, while simultaneously and without duplicate data entry, sending the sales record via normal interface means to the Host agency.

Conclusion

Technology is changing the IC–Host relationship. ICs can “have their Crème Brule and eat it too.” They can have their own database, controls and reports, and still work efficiently with one or more hosts to integrate selected data ensuring that the IC participates in the best marketing programs and the best deals.

As an IC, you must make sure you are working with the right technology. Your software must use industry standards and communicate with the widest range of other tools currently being used by Hosts, suppliers and service providers.

We at TRAMS work with over 11,000 agencies including most of the leading host agencies. Over 40,000 agents use ClientBase. We see both Hosts and ICs benefiting by integrating their technologies, and that the exchange and sharing of information is enabling ICs to do remarkable things – and make more money than ever.

Thanks for reading,

Lee

Exciting Developments at TMA

We have exciting news to share with you. TMA is now fully integrated with TRAMS Inc. By focusing resources on TMA, TRAMS is extending its leadership position in travel agency CRM (ClientBase) and back office software to the field of direct marketing.

The reason behind this move is that TRAMS believes direct marketing, i.e. email and direct mail combined with CRM and/or back office software will help drive more business into your agency.

NEW LEADERSHIP: To put TMA on the fast track, Bruce Rosenberg has joined as TMA President and as Vice President of TRAMS Inc. Before joining TRAMS, Bruce was the former SVP of eBusiness/Distribution at Hilton Hotels and the VP of Product Development at Hotels.com. Bruce has experience in direct marketing, loyalty and membership programs.

NEW BRANDING: TMA’s new name is “TRAMS Marketing Advantage."

PROGRAM EXPANSION: TMA now has dedicated sales and marketing support staff. The role of these team members is to make sure you are successfully using TMA’s direct marketing services to increase your business. Our team members are:

Bruce Rosenberg – President
Carrie Pobre – Director of Supplier Sales/Marketing
Lindsay Chomyn – Director of Operations
Kim Elder – Agency Sales Manager
John Frenaye – Agency Sales Manager
Teresa Giacalone – Agency Sales Manager
Marcie Karavakis – Agency Sales Manager
Stacey Buckner – Agency Sales Manager
Art Oxner – Agency Sales Manager
Jackie McMahon – Marketing Manager
Susan Marshall – Marketing Manager
Debra Hawley – Operations Manager
Katie Youngquist – Administration
Cristina Lim – Administration
Katie Qiu – Technical
Dan Palley – Technical

DATABASES CENTRAL: This is our latest technology available to travel agencies. Databases Central stores a copy of the agency’s database on a secured/ protected server at TRAMS. Then with your permission, TMA sends out supplier promotions from you to your client, querying your database for the correct target market.

Agents have told us that sending email can be time consuming and requires a certain level of technical expertise. With Databases Central, TMA provides the agency with an “extra pair of hands” that makes sending e-mails a very effective marketing tool.

PRICING: TMA’s pricing has changed to provide agencies with better value for consistent broadcasting. The charge to participate is now $21 a month. This change eliminates a series of one time charges the agency had to pay for set up and sending. However you can still receive TMA’s support at no charge.

INCENTIVE: The monthly fee is waived for all of 2005 and 2006, providing your agency sends out 2,000 or more e-mails per month.

FREE THROUGH DECEMBER 2005: As an additional incentive, TMA has waived all charges to your agency through December 2005. We want you to get you started on the program!

These exciting changes are based upon supplier support and agency adoption of these programs. We see many agencies wanting to or becoming active direct marketers to grow their business. With TMA’s support, your agency has the supplier promotions, technology and support to be successful.

Please feel free to contact Carrie Pobre or call 310-641-8726, Option 3 Ext. 243 or Bruce Rosenberg or call 310-641-8726, Option 3 Ext. 200 to share feedback about the “New TMA."

Thank you for your support.

TRAMS Summer Camp 2005 was a huge success with over 350 agents arriving in Phoenix in time for the Monsoon! That’s right, a real Monsoon, complete with rushing water and flashes of lightening. An exciting show for everyone …. but it didn’t dampen the spirits of the attendees, who were motivated to learn all they could about the new e-marketing and reporting tools discussed in over 30 breakout sessions on Thursday and Friday. This conference seems to have a cult following of agents who love the relaxed atmosphere and the jam-packed schedule of ClientBase, Back-Office, and TMA (e-mail marketing) seminars. They come for the intense training, but want to just hang out at the pool at night. A good combination!

The Live Connect Pavilion was busy on opening day as agents met with Live Connect Partners who have a booking engine that connects with ClientBase. They viewed hands-on demonstrations on how to pass data from ClientBase to them, book a reservation and import reservation details back into ClientBase. Some of these Partners are new to the program, so they were very amused when they generated squeals of excitement from some agents who were seeing the demonstrations for the first time.

We placed the study halls out in “the hall” this year … a novel idea …. And it worked! It was the most popular spot at Camp as agents received one-on-one assistance from our top ClientBase and Back Office technicians. Based on attendee comments, we will definitely repeat this format at TRAMS Technology & Marketing University in Las Vegas on April 18-20.
ARC was on hand again this year and provided attending agents with an opportunity to test for the Certified ARC Specialist (CAS) Certification. But the most popular session by far was the Friday afternoon session on “How To Get Your Agents To Close More Sales.” With the standing-room-only response, we will definitely repeat this class at TMU.

Our thanks to Las Vegas Convention & Visitors Authority for providing us with an exciting Ice Cream Social that created a unique Baskin-Robbins/Starbucks atmosphere complete with cappuccino bar -making it fun to walk from session to session. And everyone loves the Arizona Biltmore’s Camp Cocktail party on Thursday night. It is always amusing to watch the different reactions at the buffet line when someone opens the exotic silver serving dish to expose peanut butter and jelly sandwiches or hot dogs made to order ….. hey … it’s camp!! Although the chef did put his foot down and snuck in a few sushi dishes. Wonder what camp he attended?

Everyone had fun, learned something new, and enjoyed networking with 350 other TRAMS subscribers. See you on April 18-20, at the MGM Grand for TRAMS Technology & Marketing University – TMU!

Get Connected….

Learn to efficiently use TRAMS technologies to connect with and market to your customers at TRAMS Marketing & Technology (TMU) on April 18 – 20, 2006 at the MGM Grand in Las Vegas.

• More focus on successful marketing tips than ever before
• More classes with ClientBase and TRAMS Back Office
• More hands-on learning in the “Get Connected” Pavilion
• More e-marketing workshops

Click here to register and guarantee your seat! Details and agenda coming soon!

Early Bird special rate of $245 is effective until Jan. 31, 2006, after which, regular rate is $295*.

If you have any questions, call Cristina Lim at 310-641-8726 or e-mail tmu@trams.com

*Includes course materials, some meals. Rooms are not included with rate. See below for hotel room information.

Conference Hotel: The MGM Grand
$119.00 per night, single/double. Rate is net, non-commissionable and subject to Clark County room tax, which is currently 9%.

RESERVATION PROCEDURE
Call the MGM Grand Reservation Department at 877-313-5757 or 702-891-7468 or by FAX at 702-891-3136. In order to receive the group rate, you must identify your affiliation with TRAMS Technology & Marketing University. Rates cannot be changed at check-in or check-out for guests who fail to identify their affiliation at the time the reservation is made.

CUT-OFF DATE
The cut-off date is March 10, 2006. Reservation requests received after the cut-off date will be accepted by Hotel at a space and rate availability basis only. Please be aware that the hotel may sell out completely BEFORE this date, so book early to secure your space. We have sold out the last 3 years in a row. Don’t book late!

ROOM DEPOSIT PAYMENT
You must submit a credit card number at the time you make your reservation. Credit card is charged the one (1) night’s room rate plus tax at that time. Refunds are issued if cancelled at least forty-eight (48) hours in advance of the confirmed arrival date. All guaranteed reservations are held until 6:00 a.m. on the day after attendee’s confirmed arrival date. Attendees must pay the balance of all room, tax and incidental charges upon check-out.

TRAMS Crystal Reports Version 10 is now run from TRAMS Back Office in Reports\TCR Viewer. Are you tired of selecting your TRAMS Crystal Reports from the Crystal Viewer in TRAMS Back Office? We have a solution. Now you can build an icon on your desktop to launch a single Crystal Report. To pass the report file to the viewer, use the following syntax when you create a new shortcut:

"C:\Program Files\Trams\TCR10\tcr.exe" "C:\report_path\report_file.rpt"

You can run this command syntax from the Windows command line, but it is best to setup a Windows Shortcut on your Desktop. Once a shortcut has been created, you can double-click the shortcut to start the TRAMS Crystal Report viewer and automatically open the report. Then, simply enter the password and run the report.

1. Go to your Desktop and do a right mouse click on a blank area.
2. Select NEW and then SHORTCUT.
3. In the ?Type the Location of the Item," field enter the path. Here is an example: "C:\Program Files\Trams\TCR10\tcr.exe"
   "C:\Program files\Trams\TCR\004execsum106.rpt"
4. Now you can re-name the Icon to identify the report and use it.
5. You still have to enter the Password.

Do You Know Your Close Ratio?

Much focus is spent on marketing and driving leads into the agency. (Which by the way, we agree with!) But how well are you really doing with those leads you get? Do your agents close 15%? 30%? How about 60 or 80%? Of course, simple math tells you that if you double your close ratio, you double your business. To accomplish this though, each and every client inquiry needs to be viewed as an “opportunity” for revenue that is measured, monitored and maximized. The ClientBase Plus Res Card can help you with this along with a new TCR called “Res Card Closing Ratio Report” which you can download here - Click here

Below is an overview of the steps you can take to develop a culture that clearly defines the pre-sale process and guides your agents towards closing more sales!

Step One: Structure Your Agents’ Pre-Sale Activity

• Document Each Inquiry – Create a new Res Card at the time of receiving any new trip inquiries. This means first getting in the habit of finding out who is making the inquiry and either locating the existing profile in ClientBase or adding a new profile. Use the Res Card icon on the toolbar to quickly start a new Res Card and then enter any pertinent details about the inquiry into the free flow Agent Remarks tab.

• Use and Update Profile Data – Seamlessly toggle between the Res Card and the profile details by clicking the icon next to the “Prepared for” field. This lands you in the client profile for you to view and update Travel History, Family Member Details, Marketing Info, and General Information. When you are finished, closing the client profile will take you right back to the Res Card you were working on.

• Use Reminders to Schedule Your Follow-Up - Coordinate your next follow-up with your customer and create a Reminder to put this follow-up action on your “to-do” list.

• Work from a daily task list - Use the Activity Manager to view your daily list of open Reminders.

• Track the Sales Cycle – Continue to follow-up with the customer and work towards closing the sale and use the Sales Cycle to track the Res Card status as either “Under Consideration”, “Booked” or “Dropped from Consideration”.

Step Two: Manage Your Trip Inquiries

• Use Res Card Manager Queries to count the number of trip inquiries coming into your agency. How many trip inquiries came into your agency today, this week, this month? Use the Res Card Create Date From and To fields within the Res Card Manager Level 2 query.

• Report on these Trip Inquiries by Agent and Sales Cycle – From the results, click on Reports|Res Card Reports|Statistics|Agent Statistics to view how many trip inquires were handled by each agent and what the Sales Cycle for each is.

Step Three: Create a Sales Formula for Your Agents to Follow

• Use Batched Reminders to direct your agents and create a formula for consistent, expected follow-up on new inquiries that come into your agency. We recommend a 3, 5, 7, 14 approach. Meaning, unless otherwise directed by your client, follow-up with them 3 days after the inquiry is made, and if unable to close follow-up again 5 days after the inquiry, then 7, then 14 days after the inquiry. If you are unable to close the sale after these contacts, change the Sales Cycle to “Dropped from Consideration”. Batched Reminders can be used from the Res Card to create these 4 Reminders with one click of the button.

Step Four: Track Your Agents’ Close Ratios and Use to Train and Motivate

• Run our new Close Ratio Report. Increasing your close ratio has a huge impact on your agency’s bottom line, but the only way to deliberately impact your close ratio is by tracking it, training with it, and motivating your agents with it. Download our new ClientBase TCR called Res Card Closing Ratio Report by clicking here. Click here

Value Feature # 1:
Customers have been asking to see more of the Booking details on the Invoice Query screen, so a new “View by Booking” option has been added to the screen. After doing a normal Invoice query, you can now click the "View By Booking" button and you will see a screen that displays bookings only. The Columns Button has many new booking level fields for display that are not under the Column Button when "View By Invoice" is selected.

When "View by Invoice" is selected, you see the same columns as previous versions of TBO.

New query fields for “UDID’s”, “Flight Number”, “Client Remarks” and “Vendor Remarks” have also been added to the Invoice Query screen to further refine the query process.

Value Feature # 2:
To streamline CC Merchant processing the previous utility is now integrated into the CC Merchant Reconciliation functionality, within Back Office. Agencies that are processing credit cards with Pinnacle Payment Solutions or Ticketmaster, can now process directly in the TRAMS Back Office program.

If you are set up for Multiple Balance Sheets, you should continue to use the old CC Merchant Utility, as this new functionality does not create the journal entry correctly. Also, if you are processing using more than one processing vendor (i.e. both Pinnacle & Ticketmaster), you must run a separate reconciliation for each processor for now.

Value Feature # 3:
Do you ever receive an NSF Check or use your Agency’s Credit Card to pay for travel bookings with a Vendor where the customer is going to pay you for the use of your agency’s card? Now you can create a Negative Client Voucher to track these situations and put those amounts owed to you on the client’s statement.

On the Utilities/Setup/Global Defaults/Prompt, we have added an "Allow Client Negative Voucher" checkbox. When checked this allows for the creation of a 'Negative' Client Voucher without having to close an invoice. Just do a Payment Made, Payment Method (Other), Profile Type (Client), and the voucher shows as an amount due the agency on the Client Statement.

Value Feature # 4:
The ‘Seek & Replace’ Interface enhancement feature for Car/Hotel & Air Flight Change Itineraries has been added for Amadeus users.

For all Amadeus PNR's containing a RM*HU line, TRAMS reads "Itinerary" information transmitted from Amadeus. To issue an Itinerary in Amadeus that creates an "Interface Record," you need to drive the itinerary with a BT command.

For all "Commission Track" Car & Hotel records, or Air Flight Changes in the Itinerary, TRAMS will Interface & Process these Non-Invoiced records and Search for existing invoices in the system by Amadeus Record Locator. If no RM*HU entry is entered into the Amadeus PNR then the itinerary is not be read or processed by TRAMS. Any Tour or Cruise records are ignored. Only Car & Hotel and Air Flight Change records are read.

Value Feature # 5:
Ever need to query for all ‘Open’ & ‘Closed’ invoices and not ‘Voided’ or ‘N/A’ Comm Track ones? Now you can by selecting multiple values under the “Invoice Status” field on the Invoice Query Screen. Previously only a single value for the field could be selected.

Value Feature # 6:
Have customers you sent separate multiple invoices to in a single email, ever asked you how they can tell which invoice is which without opening them? Now each invoice is named with the Invoice Number and Client Name, allowing them to open only the one they want to, correctly, the first time.

Value Feature # 7:
The Bank Reconciliation can now be run for a date range. You are able to see multiple Bank Reconciliation periods rather than just one, as is currently the case. With a "From" and "To" date range, you have the ability to see the total amount of deposits and checks cleared, which is a big help when trying to find an error. Also, if a cleared payment is voided and re-entered for any number of reasons, and the person re-entering forgets to re-clear the item, it is easier to pick up mistakes.

Value Feature # 8:
A ‘Sort By’ Button has been added to the Bank Reconciliation Screen so that you can refine the sort criteria. If sorted by date for example, all deposits, withdrawals and checks appear together by date entered.

Value Feature # 9:
Have you ever needed to add a new GL Account Line to a journal entry and put it in the position you desire, rather than as the last line of the JE? Now you can with the added "Move Up" and "Move Down" Buttons on the Journal Entry Screen.

Value Feature # 10:
An option has been added to the Agent Activity and Agent Statement reports to filter Supplier CC items where the Net Remit is zero.

For bookings where the vendor side is auto-closed because the net remit to the vendor is zero, (TF 100.00, Comm 0.00, FOP CC) there will be no Vendor Payment Number. In previous versions, these transactions would not show on the Agent Statement or Activity Reports, when the "Supplier CC" field was set to "Vendor Payment Date". Now those items are displayed on the reports based on the selections made in the new "Supplier CC - No Remit" field.