Edit CRM Control Record

Hertz provides a service through their central Data Center in OKC for Customer Relationship Management (CRM). This service is called RTIM (Real Time Interaction Manager) and provides:

Custom messages from OKC for repeat customers
The ability to register at the counter new Gold Reward Points members
The ability to update address changes in the master customer data base in OKC
Plus other and expanding features.

NOTE: CRM is a new suite of features being developed by Hertz in OKC. Not all of the features described here are currently available, nor will they be made available to all locations at the same time. They will be released by OKC in multiple phases.

This control file allows a Hertz user to configure their system to make use of CRM and turn on or off those CRM features that are desired. One additional CRM feature, that of editing Gold Customer PID data, is turned on or off in the Edit Location program, not here (but the use of that feature has not been completed in OKC).

Those operations that have locations in more than one country and/or are dual branded can use the Country and Brand Code fields to turn on CRM features for locations by country or brand code by making multiple records with this program. Certain programs check the country code and brand ID in the Location record for the opening location. If a match is found with a record in this file, it is used. If a match is not found, the record in this file with 'blank' country and 'blank' brand ID is used. These programs are:

RA Open
RA Close
Reservations
Reservation Gold Check
Reprint RA
Customer Profile Update
Seamless

Following the discussion of the individual fields in this control file, is a section that explains the various changes to the Open and Closing programs that occur when any of these features are turned on.

To access the program, type EDTCRM (RET) at any menu "OPTION:" field or the appropriate number on the Hertz Control Files Menu 2. The screen will then display:

OPTION: __ EDIT CRM CONTROL RECORD

1 Country 21 Add Cust
2 Brand Code 22 System Type
3 Get Cust 23 Def Lang Code
4 Enroll Gold 24 Child Seat Opt2
5 Get Open Msg 25 Child Seat Opt3
6 Get Release Msg 26 AP srchg Opt2
7 Get Close Msg 27 AP srchg Opt3
8 Get Points 28 LDW Buydown Opt
9 Time Out 29 Travel Wallet
10 Child Seat Opt 30 Open Msg Channel
11 Ski Rack Opt 31 Close Msg Channel
12 GPS Opt 32 Open Msg Interact
13 Neverlost Opt 33 Close Msg Interact
14 PAI Opt 34 Prem. Emerg. Roadside Opt
15 LIS Opt
16 AP srchg Opt
17 Sat Radio Opt
18 Channel
19 Currency
20 Host Name

1SAVE 2 3ERASE 4DELETE 5BACKUP 6 7HELP 8

Enter data as follows:

1. COUNTRY	To limit the CRM set up to locations in a specific country, enter the country code here. Leaving this field blank means that the CRM set up applies to locations in all countries. EXAMPLE: Press (RET)
2. BRAND CODE	For operations that are dual branded, enter the brand code to turn on the CRM features for locations with that brand code. Leaving this field blank means that the CRM set up applies to all locations regardless of brand code. EXAMPLE: Type ZE (RET)
3. GET CUSTOMER	RTIM has the ability to send to the counter the latest repeat customer PID data (address, phone, driver's license, etc.). Enter: Y = Yes, query CRM for all customer data. N = No, do not ask CRM for customer data. Use instead the data stored in CARS+ for repeat customers. EXAMPLE: Type Y (RET)
4. ENROLL GOLD	RTIM has the ability to register renters as new Gold Service members. Enter: Y = Yes, when opening a new rental agreement, ask if a non-Gold client would like to join. N = No, do not ask the membership question. EXAMPLE: Type N (RET) Renters who are NOT Number 1 Club members can be enrolled as Gold Service renters and in the process be assigned a Number 1 Club membership number. Number 1 Club members who currently are not enrolled to receive Gold Service, can be enrolled for that increased service level. USER NOTE: In order to enroll customers, the "Get Customer" feature (Field 1 above) must also be activated as well. Failure to activate that feature will result in the inability to enroll renters who already have an assigned Number 1 Club number. It should be noted that this is NOT a full enrollment, but rather a start to the enrollment process. The customer data entered in the system will be sent to OKC but the customer will receive an email from Hertz with instructions as to how to complete the enrollment started here.
5. GET OPEN MESSAGES	RTIM has the ability to to pass to the counter customized messages* for repeat customers during the opening of a new rental agreement. This feature should be turned on if Enroll Gold (Field 2) is turned on. Unlike Close messages, open messages only display on the screen and do not print on any rental agreement. Enter: Y = Yes, during opening of a new rental agreement, query CRM for any custom messages that should display on the screen. N = No, do not ask for RA Open messages. EXAMPLE: Type N (RET) * NOTE: As of this writing, due to language limitations in the RTIM system in OKC, messages are not available in all languages used at the rental counter. If this feature does not appear to work, contact RTIM with Hertz to see if your language is currently supported.
6. GET RELEASE MESSAGES	This feature has not been developed yet.
7. GET CLOSE MESSAGES	RTIM has the ability to to pass to the RA Close program messages for customers that will either display in a pop-up window of the RA Close screen or print on the closing rental agreement. Enter: Y = Yes, when using closing an RA (either at the counter or via a handheld device), query CRM for any custom messages that should print on the RA. In order to print closing messages, record must be also set up in the program Edit CRM Headers and Footers. N = No, do not ask for RA Close messages. EXAMPLE: Type Y (RET) * NOTE: As of this writing, due to language limitations in the RTIM system in OKC, messages are not available in all languages used at the rental counter. If this feature does not appear to work, contact RTIM with Hertz to see if your language is currently supported. ** NOTE: To print messages on the closing RA may require that some programming changes be made to your RA Print program. If printing does not work, contact Thermeon Customer Support to check if the needed programming changes have been made.
8. GET POINTS	RTIM has the ability to pass to the RA Close program the number of Gold Bonus Points that the renter just earned on this rental . Enter: Y = Yes, when using closing an RA (either at the counter or via a handheld device), query RTIM for the Gold Bonus Points earned on this rental and print this amount on the closing RA. N = No, do not ask for Gold Bonus Points. EXAMPLE: Type N (RET) NOTE: To print the points just earned on the closing RA may require that some programming changes be made to your RA Print program. If printing does not work, contact Thermeon Customer Support to check if the needed programming changes have been made.
9. TIME OUT	If any of the features in fields one thorough six and field 19 are turned on, the corresponding counter program will pause and wait for a response from the RTIM server in OKC. In the case of a lack of response due to a down network or server, this fields allows the user to indicate the maximum number of seconds the program should wait for a response before it times out and proceeds. Enter up to three number characters to indicate the maximum number of seconds the system should wait for a response from RTIM. If a CRM process times out, no message will be sent to the counter, the program will continue as if the feature was turned off. EXAMPLE: 20 (RET)
	In order to get messages or the points just earned on a closing RA, CRM needs revenue figures from the rental agreement. The next 7 fields and Fields 22 - 26 are used to map options set up in CARS+ to the corresponding field that RTIM expects to receive revenue data in. Leave the field blank if the option is not offered.
10. CHILD SEAT OPTION	Enter the Option Code, if any, that has been set up for charging for a Child Seat. If more than one option code is used (example one code for an infant seat and another for a child seat) enter the other codes in fields 22 and 23. EXAMPLE: Type SEAT (RET)
11. SKI RACK OPTION	Enter the Option Code, if any, that has been set up for charging for a Ski Rack. EXAMPLE: Type RACK (RET)
12. GPS OPTION	Enter the Option Code, if any, that has been set up for charging for a Removeable GPS device. EXAMPLE: Type GPS (RET)
13. NEVERLOST OPTION	Enter the Option Code, if any, that has been set up for charging for an installed Neverlost GPS device. EXAMPLE: Type NVRLT (RET)
14. PAI OPTION	Enter the Option Code, if any, that has been set up for charging for Personal Accident Insurance (PAI). EXAMPLE: Type PAI (RET)
15. LIS OPTION	Enter the Option Code, if any, that has been set up for charging for LIS coverage. EXAMPLE: Type LIS (RET)
16. AIRPORT SURCHARGE OPTION	Enter the Option Code, if any, that has been set up for charging any Airport Surcharge or concession fee. If more than one option code is used enter the other codes in fields 24 and 25. EXAMPLE: Type APFEE (RET)
17. CHANNEL CODE	Enter up to 30 alpha numeric characters to indicate the "ChannelCode" that must be sent as part of the header record to RTIM. EXAMPLE: Type COUNTER (RET)
18. CURRENCY CODE	Enter up to 3 alpha characters for the ISO Code used by the operation for it's local currency. EXAMPLE: TYPE USD (RET)
18. HOST NAME	Enter up to 12 alpha numeric characters for the server name to be used in the XML messages sent to the RTIM system in OKC. This data is not validated in OKC so you are free to use any name that you wish to identify yourself to the RTIM system. EXAMPLE: Type HTZCAN (RET)
21. SAT RADIO OPTION	Enter the Option Code, if any, that has been set up for charging for Satellite Radio. EXAMPLE: Type SAT (RET)
21. ADD CUSTOMERS	RTIM has the ability accept personal data concerning new customers that are not already in the RTIM renter's data base. This field determines if new customers entered into CARS+ at the counter should be sent to the CRM system in OKC. This feature should only be turned on if the Get Customer CRM feature (Field 1) is also turned on. Enter: Y = Yes, when using opening an RA, if the renter could not be found in the CRM data base via the Get Customer logic, the renter's personal data should be sent to CRM to create a new record there. N = No, do not send new customer data to CRM. EXAMPLE: Type Y (RET)
22. SYSTEM TYPE	Enter up to 10 alpha numeric characters to indicate the the type of system that must be sent as part of the header record to RTIM. [As of this writing, the system type code that RTIM expects to receive from CARS+ users is the code "CARS+".] EXAMPLE: Type CARS+ (RET)
23. DEFAULT LANGUAGE CODE	Enter a single character to represent the default language that all messages should be sent in when a specific language is not requested. Note, any code entered here must be mapped to a language code that RTIM can accept via the Edit Language Codes program. EXAMPLE: Type E (RET)
24. CHILD SEAT OPTION 2	Enter a second Option Code, if any, that has been set up for charging for a Child Seat. EXAMPLE: Type ISEAT (RET)
25. CHILD SEAT OPTION 3	Enter a third Option Code, if any, that has been set up for charging for a Child Seat. EXAMPLE: Type BSEAT (RET)
24. AIRPORT SURCHARGE OPTION 6	Enter a second Option Code, if any, that has been set up for charging any Airport Surcharge or concession fee. EXAMPLE: Type APFEE2 (RET)
27. AIRPORT SURCHARGE OPTION 3	Enter a third Option Code, if any, that has been set up for charging any Airport Surcharge or concession fee. EXAMPLE: Type APFEE3 (RET)
28. LDW BUYDOWN OPTION	Enter the Option Code, if any, that has been set up for charging a buy down for the LDW detectable amount. EXAMPLE: Type DDW (RET)
29. TRAVEL WALLET	RTIM has the ability issue an initial Bonus Points allotment when initially enrolling as a Gold Customer. This feature should only be turned on if the Enroll Customer CRM feature (Field 2) is also turned on. Enter: Y = Yes, when enrolling a new Gold Customer and a bonus was offered send OKC an acceptance message for any enrollment bonus. N = No, do not send an enrollment bonus acceptance message. EXAMPLE: Type Y (RET)
30. OPEN MESSAGE CHANNEL	Enter up to 12 alphanumeric characters for the channel code that should be sent with all open RA message requests. This must be filled in if Get Open Messages (Field 3) is set to "Y". EXAMPLE: Type (RET)
31. CLOSE MESSAGE CHANNEL	Enter up to 12 alphanumeric characters for the channel code that should be sent with all close RA message requests. This must be filled in if Get Close Messages (Field 5) is set to "Y". EXAMPLE: Type (RET)
32. OPEN MESSAGE INTERACT	Enter up to 18 alphanumeric characters for the interact code that should be sent with all open RA message requests. This must be filled in if Get Open Messages (Field 3) is set to "Y". EXAMPLE: Type (RET)
33. CLOSE MESSAGE INTERACT	Enter up to 18 alphanumeric characters for the interact code that should be sent with all close RA message requests. This must be filled in if Get Close Messages (Field 5) is set to "Y". EXAMPLE: Type (RET)
34. PREM. EMERG. ROADSIDE OPT	Enter the Option Code, if any, that has been set up for charging for premium roadside emergency service. EXAMPLE: Type PERS (RET)

PRESS "F1" AT "OPTION:" TO SAVE.

RESULTING CHANGES TO THE RA OPEN AND RA CLOSE PROGRAMS WHEN AVAILABLE FEATURES ARE TURNED ON

1. GET CUSTOMER
This feature has no noticeable affect on the RA Open program. Customer data coming from CRM will display just like data that comes from the CARS+ repeat customer file.

2. ENROLL GOLD
If the renter is not currently a Hertz Gold Member, the following message will appear on the screen as part of the F1 saving logic on a new RA:

WOULD THE RENTER LIKE TO JOIN THE GOLD REWARDS PROGRAM? Y/N

Enter:

Y = Yes, to have CARS+ submit the renter's data immediately to OKC to start the Gold application process. The renter will receive an email from Hertz instructing them how to complete online the application process.

N = No, the client is not interested in joining at this time.

If the renter requests to join, in order to enroll, all personal data fields must be filled in on the Main Window of RA Open. In addition, a pop-up window will be presented to accept:

The credit card entered into the Main Window CANNOT be a Hertz Charge Card, an OTTO or a debit card. If any of these are true, a pop-up window will appear where the agent can enter a different FOP. Failure to change the FOP will cancel the application process.
To join, the renter must also have a valid email address. If the email address field is blank, a pop-up window will appear so that the agent can enter an address. Failure to enter an email address will cancel the application process.

5. GET OPEN/CLOSE MESSAGES
Messages sent from RTIM are flagged for either printing on the rental ticket or displaying on the screen. If a message is to print, it will have no noticeable affect on the RA Open or Close program. These messages will simply print as additional text on the RA. If a message is flagged for display, a pop-up window will appear on the rental screen with the RTIM message. Use the ESCAPE key to exit the pop-up after it has been read.

6. GET POINTS
This feature has no noticeable affect on the RA Close program. The points earned messages coming from CRM will print on the closed RA. Note, Gold Bonus Points are only issued to Number 1 Club members who have registered as part of this program. In order for the points to be calculated correctly, Fields 8 - 14, 18 and 22-26 must be filled out with the appropriate Option codes.

19. ADD CUSTOMERS
This feature has no noticeable affect on the RA Open program. Customer data is sent to CRM as soon as a name and driver's license are entered on the screen.