CRM Manual - APR2016 - V1.3

2016Saudi Cargo CRM Unit – V1.1This is the Saudia Cargo CRM Unit User Manual version 1.1 is a living ALNUAYZI, HASHIM Fdocument and is subject to amendment and changes as suit our Saudi Airlines Cargo Cobusiness need and should be read and well known by CRM Team. 1/1/2016In this Version we are documenting the Policies, Processes andProcedures to be followed by the CRM team in order to provide ahigh level of service to our customers internally and externally.So I suggest everyone in CRM Unit Team to keep this Manual as thelatest approved referenceHASHEM FATHICRM MANAGER

User Manual – Rules, Process & Procedures Introduction In 2014, Saudi Airlines Cargo Company has introduced a new Department within the overall Company structure under the name of \"Customer Relationship Management - CRM\" and was agreed that this new Department will be reported to Global Sales Support under the Commercial Division. We have created this CRM User Manual version 1.1 as a documentation of all Policies, Processes and Procedures to be followed by the CRM team in order to provide a high level of service to our customers internally and externally. The User Manual version 1.1 is a living document and is subject to amendment and changes as suit our business need. So I suggest everyone in CRM Unit Team to keep this Manual as the latest approved reference HASHEM FATHI CRM MANAGERSaudi Airlines Cargo Co | Confidential 1

User Manual – Rules, Process & Procedures Page Contents 1 2 Subject 3 4 Introduction 4 Contents 5 CRM Concept Overview 7 Our Vision 7 CRM Unit Structure 7 Rules & Responsibilities 8 Goals & Objectives 9 CRM Scope 10 CRM Segmentation 12 CRM Main Services / Activities 14 CRM Task Flow 17 Task Job 1 : Notification Circle of importing 18 Codes Status and Definitions 18 Task Job 2 : Verifying US AWBs 18 Task Job 3 : Customer Surveys 18 Task Job 4 : Notification Circle of Exporting Task Job 5 : CRM For Sales 2 Task Job 6 : Sales Lead Creation Task Job 7 : Frequent Reports Saudi Airlines Cargo Co | Confidential

User Manual – Rules, Process & Procedures CRM Concept Overview: Customer Relationship Management (CRM): Is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. CRM systems are designed to compile information on customers across different channels -- or points of contact between the customer and the company -- which could include the company's website, telephone, live chat, direct mail, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns.Targeted users Sales, Marketing, Customer Service, ManagmentWhat it does Manage and automate the sales pipeline, store interactions with customers and prospects. Effect on Increases satisfaction by providing better services and manages sales customers pipelines. Customerinformation Mostly a singular viewpoint, the \"customer card.\"Reaction time CRM comes after the experienceSystem CRM uses the Customer Experience Output to interact with the customerCustomer brain Left side of customer brainSaudi Airlines Cargo Co | Confidential 3

User Manual – Rules, Process & Procedures CRM Vision: To be the first air cargo carrier providing the highest quality of customer services and maintain the customer relationship through highly qualified people and innovative Products/Technologies to reach the maximum of customer satisfaction. CRM Structure:Saudi Airlines Cargo Co | Confidential 4

User Manual – Rules, Process & Procedures Rules & Responsibilities: Unit Manager, Customer Relationship Management: Purpose: This position responsible of manage all activities and process of Saudia Cargo Customer Relationship Management Unit and monitor subordinate reports, logs and performance, insure the best practice and the smooth of workflow process, quality, guidance, communications and coordination’s for Customer Relationship Management and facilitate customer needs assessment…etc. to maintain and achieve highest satisfactory level of customer. Key Accountabilities/Responsibilities:  Leads the development of CRM procedures, process and business plan line with department Strategy.  Initiate and reviews studies to identify opportunities for the implementation of changes that optimize effectiveness customer satisfaction  Liaises with other units in the function related to CRM and may provide advice and support as requested.  Generate CRM work plans and setting targets, monitoring subordinates performance & implementation issues.  Ensure that CRM business strategies and plans are in line with other related departments.  Interact with internal / external customers and maintain their satisfaction.  Implement and maintain plans and strategies to investigate and resolution of customer inquiries /services, to ensure the service is provided within the best practice.  Monitor subordinate performance to Improve CRM services and recommend the best option in line with overall best practices.  Participate in comprehensive plans development to ensure timely and appropriate response to customer information and service needs.  Monitor the identification of customer needs and effective at cross-selling and referring leads to the appropriate channels for follow-up.  Monitor & improve subordinates ownership of customers' problems and ensure complete customer satisfaction of problem resolution.  Monitor customer trends to enhance sales and service management process.  Monitor periodical surveys and questionnaires for customers measuring their satisfaction.  Contact customer on a regularly basis to facilitate their needs.  Transfer knowledge as well as providing development opportunities to subordinates training courses to raise and improve their careers.  Perform any other job required within the nature of workSaudi Airlines Cargo Co | Confidential 5

User Manual – Rules, Process & Procedures Representative, Customer Relationship Management: Purpose: This position responsible of enhancing the customer base by regular calls, surveys, questionnaire, facilitate their needs …etc. to maintain and achieve highest satisfactory level of customer. Key Accountabilities/Responsibilities:  Proactively seek to identify customer needs and effective at cross-selling and referring leads to the appropriate channels for follow-up.  Take full ownership of customers' problems and ensure complete customer satisfaction of problem resolution.  Assist in the analysis of customer trends to enhance sales and service management process.  Prepare periodical surveys and questionnaires for customers measuring their satisfaction.  Prepare periodical reports of customers and raise them to direct manager.  Contact customer on a regularly basis to facilitate their needs.  Perform any other job required within the nature of work.Saudi Airlines Cargo Co | Confidential 6

User Manual – Rules, Process & Procedures Goals & Objectives: To make sure that CRM as a service provider will support in maximizing the Cargo Sales Revenue. To provide the required activities/services to our customer with “CARE” concept. To enhance the CRM Process/Procedures and the way of approaching the customer. To reach the maximum customer satisfaction by innovating new Services / Products. CRM Scope: The Scope of CRM is to focus on VIP Customers to provide them with an outstanding quality services in order to maintain the relationship and reach the maximum customer satisfaction. 2015 : Was to focus on all VIP’s AWBs with final destination to KSA. 2016 – 1 : To complete the Notification circle of Importing. 2016 – 2 : To focus on all AWBs with final destination beyond KSA for selected level of VIPs Called VIF. 2016 – 3 : To Create the Notification circle of Exporting. Customer Segmentation We categorized our Customers as following:  VIP Customers: which our services will be delivered to them only when the final destination of the AWBs is to KSA.  VIF Customers: which our services will be delivered to them no matter where is the final destination of the AWBs. Selection criteria is based on: Business Volume. Reputation and importance. Potential Business VolumeSaudi Airlines Cargo Co | Confidential 7

User Manual – Rules, Process & Procedures CRM Main Services/Activities 1- Notification Circle of Importing: Notifying The Custom Clearance Agent of shipment Arrival. Notifying the Consignee of the Shipment Arrival and Status. Following-up with Consignee and making sure of Delivery. Collecting Feedback from consignee about shipment condition for each AWB. Notifying the Export Forwarders of the Shipment Delivery. Evaluating CRM Communication level for each shipment after delivery (from Consignee and Forwarder). 2- Calling the Customer for conducting Survey (upon request). 3- Creating Sales Leads from Consignees for Export Stations. 4- Preventing falling into the fines of US Authorities: Verifying the Consignee contact Details for All AWBs To USA Daily. Sending all incomplete/wrong Details to respective Station for data correction. Follow-up with all stations making sure of updating the details before shipment arrive USA. 5- Using SMS as a new method of communication with VIP/VIF. 6- Notification Circle of Exporting. 7- Daily Report for Regional Directors showing all AWBs In/Out his Region. 8- Daily Dashboard for Regional Directors. 9- Quarterly Dashboard for VIP/VIF (no revenue – only activities) – CRM News. 10- CRM For SALES.Saudi Airlines Cargo Co | Confidential 8

User Manual – Rules, Process & Procedures CRM Task Flow Receiving a Daily Reports So we can know all AWB statusReporting System Cargo Spot All CRM Activities will be CRM Staff Checking Recorded in CRM LOG AWB Details in CargoSpotCRM LOG Task JOB 1 Notification Circle of Task JOB 4 Notification Circle of Importing Exporting Task JOB 2 Verifying US. AWBs Task JOB 5 CRM For Sales Task JOB 6 Task JOB 3 Sales Lead Creation Customer SurveyTasks with this color are a future planned Task JOB 7 Frequent ReportsSaudi Airlines Cargo Co | Confidential 9

User Manual – Rules, Process & ProceduresTask Job 1: Notification circle of importing:This is a daily task that started when the Custom Clearance Agentshipment arrived the required destinationand only after we confirm that shipment ----------has a location code in the warehouse. Thetask has 4 activities and in every activity Notifying the shipmentthere are some actions to do. arrivalNormally we receive a daily AWBs reportgenerated from the system via email. Forwarder 4th Contact 1st Contact 2nd Contact ConsigneeOnce we open the report we separate thelist per Region, then the responsible CRM --------- CRM ---------team staff will start his job on the list thatbeen assigned to him.  Inform him that the 3rd Contact  Notifying shipment shipment been arrival. delivered.  Inform him that we  Feedback on CRM NFD notified his custom Service. clearance agent. Consignee ---------  Check the shipment if received and the condition of it (good or not).  Feedback on CRM NFD Service. CRM Rep, will review every AWB one by one in CargoSpot to check AWB status and details. If shipment has no location code yet, then CRM Rep will update the CRM Log with the respected CRM code(NOL). If shipment has a location code in system then CRM will update the LOG with the code LOC, and start do the4 activities:Action 1: Calling the custom clearance Agent by Phone and inform him about the shipment arrivalAction 2: send SMS to the custom clearance Agent with a notification message “Arrived”.Action 3: Updating CRM LOG with a CODE “LOCI” with Sub-codes as “NFDAS & NFDAP”Action 1: Calling the Consignee by Phone and inform him about the shipment arrival & telling him 10we already informed his AgentAction 2: send SMS to Consignee with a notification message “Arrived”.Action 3: Updating CRM LOG with a CODE “LOCI” with Sub-codes as “NFDCS & “NFDCP”Once Activity 2 performed, then CRM Rep. should change the code in the final status to code “NFD or NFT” Saudi Airlines Cargo Co | Confidential

User Manual – Rules, Process & Procedures- We should confirm the CRM Rep. will keep follow up each AWB and make sure that it has been collected by the Consignee or details of AWBs in his custom clearance agent, and when the shipment status in CargoSpot become “DLV” Delivered, CargoSpot. then we do the following Actions:- If no location code for Action 1: Calling the Consignee the shipment in by Phone and make sure that CargoSpot, then we shipment been delivered. don’t do any notification, just keep If NO If YES follow up the status till it became with Location Action1: Follow up with his Agent by Phone. Action1: Updating CRM LOG with main Code “NFDD”. code. Action2: Updating CRM LOG with Sub-Code Action2: send SMS to Consignee with a notification “NFDAPF”. message “Delivered”.- If the shipment Action3: Calling the Consignee by Phone and inform Action3: Updating CRM LOG with Sup-Codes condition is not Good, him about we did the follow-up with his Agent. “NFDDCP & NFDDCS”. then we do the activity Action4: Updating CRM LOG with Sub-Code Action4: Asking Consignee about the shipment 4 and tell the Forwarder “NFDCPF”. condition (Good or Damaged etc.). that we already took care of the Complaint. . If shipment condition is Good, CRM Rep also will ask the consignee for a quick evaluation about his experience on this shipment with simple question “how do you rate the overall your satisfaction delivery experience from 1 to 5?”- All Calls should be registered in CRM LOG Action 1: Asking to evaluate experience on this shipment. with the Call Duration Action 2: Updating CRM LOG with Main Code for Quality Satisfaction “SAT01 – SAT05) Time . as SAT05 is the highest Level.- CargoSpot should be If shipment Condition is not good and reported as damage, always updated with any comments or Action 1: Is to open a Complain Case “as Ticket” in the Customer Communication Log. CASE remarks to prove that Action 2: Updating CRM LOG with Main Code for Complain “CASE”. Process CRM Rep. has perform Phase the activities and All Case status should be Followed through the Communication Log and updated the actions. final Action on Case in the CRM LOG automatically. Once case status become “Closed”- Final Status Code for Action 1: Asking Consignee to evaluate his experience on this Case. activity 1&2 is NFD or Action 2: Updating CRM LOG with Main Code for Quality Satisfaction “SAT01 – NFT. And the final SAT05) as SAT05 is the highest Level. Status for activity 3&4 is NFDD or NFTD, in Once activity 3 performed no matter there is a Complaint or not, CRM Rep. should change the code in the final status to “NFDD CRM LOG. or NFTD”.- Final Status for NOL, If the shipment condition is good/or reported damaged, then we start do the last activity in this task, will be (NOLID, NOLIN, which is contacting the Forwarder: NOLMD, NOLMN). Action 1: Calling the Forwarder by Phone and inform him about the shipment been delivered to his- If all activities Consignee. performed well then the Action 2: send SMS to Forwarder with a notification message “Delivered”. final status should be Action 3: Updating CRM LOG with Sup-Codes “NFDDFP & NFDDFS”. used is “NFDDA or NFTDA” We also should tell the Forwarder that we opened a complaint CASE, if shipment was reported as damaged.- If we have the contact details of our customers on hands but not recorded in CargoSpot (in AWB) by the station then we must use the status codes related to Main Codes (LOCM & NOLM) Saudi Airlines Cargo Co | Confidential 11

User Manual – Rules, Process & ProceduresCODE Description Code status used in CRM LOG ACP Accepted Status 1 BKK Booked Status 1 DEP Departed Status 1 ARR Arrived Status 1 NOL No Location Status 2 LOC Location Assigned Status 2 NOLM No Location with Missing Information Status 3 NOLI No Location with Information Status 3 LOCI Location Assigned and shipment has Information Status 3 LOCM Location Assigned and shipment with missing information Status 3 NOLMD No Location with Missing Information and Status shipment is Delivered Final Status NOLMN No Location with Missing Information and Status shipment is Not Delivered Final Status NOLID No Location with Information and Shipment Status is Delivered Final Status NOLIN No Location with Information and Shipment Status is Not Delivered Final Status NFD Notified Contact 1&2 - custom Clearance Agent and Consignee Final Status NFDD Notified Contact 3&4 - Checked Delivery with Consignee and notified Forwarder Final Status NFDDA Notification Circle of Importing Completed Final Status NFT Notified Contact 1&2 - custom Clearance Agent and Consignee/No C Data Final Status Notified Contact 3&4 - Checked Delivery with Consignee and notified NFTD Forwarder/No C Data Final Status Notification Circle of Importing Completed / No C Data NFTDA Location Assigned with missing information and Shipment not delivered Final Status LOCMN Location Assigned with missing information and Shipment been delivered Final Status LOCMD Final Status Follow Up Codes NFDAS SMS NFD to Custom Clearance Follow up Status NFDAP Phone NFD to Custom Clearance Follow up Status NFDCS SMS NFD to Consignee Follow up Status NFDCP Phone NFD to Consignee Follow up Status NFDAPF Not Delivered Flw with Agent Done Follow up Status NFDCPF Not Delivered Flw with Consignee Done Follow up Status NFDDCP Phone Confirmation Shipment DLV with Consignee Follow up Status NFDDCS SMS Confirmation Shipment DLV with Consignee Follow up Status NFDDFP Phone Confirmation Shipment DLV with Forwarder Follow up Status NFDDFS SMS Confirmation Shipment DLV with Forwarder Follow up Status CASE Complaint Case opened and sent by Email to CIC SAT01 Customer Experience is Poor Complaints SAT02 Customer Experience is Average SAT03 Customer Experience is Good Consignee and SAT04 Customer Experience is Very Good Forwarder SAT05 Customer Experience is ExcellentIn Progress Case is under process Survey results Pending Case is in Hold Closed Case Closed Complaint Status Complaint Status Complaint StatusSaudi Airlines Cargo Co | Confidential 12

User Manual – Rules, Process & ProceduresClearance Follow Up Forwarder Agent Consignee NFDDFS NFDDFP NFDAS NFDCS If Shipment NFDCP Delivered NFDAP NFDDCS NFDAPF NFDCPF NFDDCPSaudi Airlines Cargo Co | Confidential 13

User Manual – Rules, Process & Procedures Task Job 2: Verifying US. AWBs: It is a daily important task that should be done before any shipment (AWBs) arrives the final destination USA. CRM doing this Job to prevent violations or penalties incurred due to inaccurate or invalid shipper or consignee information provided by Saudia Cargo to USA CBP. This is a serious matter since these violations and penalties could potentially revoke Saudia’s bond and landing rights. The repeated violations will not only penalized SV financially but also will weaken our compliance position with the USA Customs and Boarder Protections. In case shipment arrives US.CBP with inaccurate Shipper/Consignee information, then Saudia Cargo will receive a penalty notice with a fine of 5,000 USD “minimum” per AWB. US.CBP, requirement is to receive the Consignee/Shipper information before shipment arrival. So our system “CargoSpot” has been programmed to submit the required information Automatically before any departure of any flights to USA. This transaction (submitting the Information to US.CBP) called “FWB Message”. FWB Message always will be triggered by CargoSpot System once when the flight status became DEP (departed) which is planned as the perfect scenario (that all Information of Consignee/shipper is accurate). The verification task is to make sure that all information of Consignee/Shipper is accurate, but if during the verification process we found an AWB with inaccurate information then we should complete the actions mentioned below.Saudi Airlines Cargo Co | Confidential 14

User Manual – Rules, Process & Procedures  Any information we found it as; False, Wrong, Missing or uncompleted that belongs to Consignee or Shipper.  Commodity to be clearly mentioned in AWB. (General Cargo, is not accepted).  Pieces.  Weight. The FWB message that we transmit to US Custom is based on the data populated on the following box:  Name  Address 1  Zip Code  City  State (if applicable)  Country  Phone  Fax The data which is not printable in AWB or included in FWB are the following:  Name 2  Address 2Saudi Airlines Cargo Co | Confidential 15

User Manual – Rules, Process & ProceduresResponsibilities: Sales activity by GSA or Cargo SalesRep:  Negotiating the rates.- GSA/Sales Rep, is  Checking flying time, space, etc.  Concluding the deal.responsible to get the  Getting the shipment details.AWB data information Issuing AWB:  GSA/SalesRep, assigning AWB number to Forwarder Account in CargoSpotcorrectly from Forwarder,  Forwarder, In some cases already have AWB stock, and he use one of his MAWB.  GSA/SalesRep, will update C.S with Initial AWB data information.(CheckPoint1)and making sure that it is  GSA/SalesRep, will initially booking AWB in a flight with more Details. (CheckPoint2).been updated in C.S o Commodity. o Pieces.system. There are 3 o Weight.checkpoints where he can  GSA/SalesRep, will action a Full AWB, and book AWB in the required flight. (CheckPoint3)be sure of data accuracy.  GSA/SalesRep, will issue the HWB (in case it is required) and will make sure ofThe big responsibility updating each HWB with its details, and do the consolidation. (CheckPoint4).here is the Consignee and Once Forwarder is ready and shipment at Exporting Area:  GHA Origin, will get the shipment and confirm the system with actual been received.Shipper Details. o Commodity.- GHA Origin, is o Pieces. o Weight.responsible to update C.S o Etc.  GHA Origin, will update C.S with the Handling Action Codes required.with the Shipment AWB Confirmation Booking:Details (commodity,  Once GSA/SalesRep finishing the AWB issuance they will book the AWB in thePieces and Wight). desired flight, the AWB booking status will be “NN” (Or any Other Code based on USER privilege).- GHA Transit, is  CRC will change the AWB booking status to KK to confirm the booking, “KK” means that shipment booked but waiting to be verified.responsible to verify the  CRM, will view all US AWBs with booking status “KK” and check the accuracy of Consignee/Shipper Information.shipment (pcs,  If Information is Accurate, verification of CRM process ends after adding a “NOTE” in the AWB information status (means that shipment been verified).Commodity and weight)  If Information is Inaccurate, CRM will follow the Correction and Penalty Process mentioned below.and match it with C.S  CRC will start action all AWBs with “NOTE” messages registered, and put them in theSystem. flight manifest FBL.- CRM is responsible to Transit Area:  GHA Transit, will Check the shipment Details (CheckPoint5):verify each AWB flying to o Checking the “Pcs Count”, Commodity and Weight then match it with SystemUS with the accuracydata of Consignee andShipper.- CRM is responsible toprocess the Penalties andreport to management.- If the address is longerthan 35 characters, thenwe should guide theOrigin User on how itshould be written in theCargoSpot System.- All fields of Contactdetails belongs toConsignee/Shippershould be filled up exceptof the Name2 &Address2. Saudi Airlines Cargo Co | Confidential 16

User Manual – Rules, Process & Procedures Policies and Rules: CRM team receiving a daily Report showing all AWBs with final destination to USA. This report will show all AWBs that been issued and going to be departed 3 days back and 3 days- Penalty Notice Form, will ahead. show the Violation been captured, and the CRM Rep, will review the Report and for AWB one by one in CargoSpot to check AWB status amount (1,000$) that will and accuracy details of Consignee and Shipper (Data Verification). be debited on GSA/Sales Origin Account. It will  CRM Rep CRM process ends after adding a “NOTE” in the AWB information status also declare that in case (means that shipment been verified). the information been updated 2 hours before  CRC will change the status to FBL for all AWBs with “NOTE” messages registered, Departure time, a (means shipments been manifested). reduction on Fines will be applied, and the Charge  Action A: Send a FTX Notice by Email via C.S System to GSA/Sales Origin. amount will be (500$).  Action B: Follow up the case with the “non-Compliance” and make sure of correcting- A repeated Violation from the details. the Same Party, will increase the Fines by  Action C: Once information been updated on System, CRM will check and perform (2,000$) and no reduction will be done. Action Verification by adding a “NOTE” in the AWB information status if data is accurate, or re-communicate again if data is still inaccurate.- Violation Report will be sent to RDs monthly to  Action D: Updating CRM US Log “Report” and process the Penalty Notice for signatures. show the compliance Action E: End of every month CRM will issue penalty Notice Form and process it for position for every Region. signature.- The verification task should be done before In some cases, and If we captured the inaccuracy or if the updated Information been done FBL time/date. After the AWB status became FBL then CRM Team will do the following Actions (to make Sure that FWB been sent to destination before arrival):- Origin should update CargoSpot with the  Action E: Open AWB booking page and press on “Send Msg” bottom. accurate or shipment will  Action F: Send the standard email message to CargoSpot Team. not fly.  Action G: CargoSpot Team will send Email to our GHA notifying them about this update.  Action H: GHA will notify Custom Authority about the updated information and confirm.- All action status should  Action I: CRM Team will update the daily report once we get the confirmation from GHA be registered in CRM. LOG with the Final CRM Team will send the Penalty Form for signatures: Status and Results. 1- CRM Manager. 2- GSA Manager.- Any updated information 3- GSS Manager. should be done by the 4- Form will be sent to respective Department in Finance. Origin User and not by the CRM Team.- In all scenarios CRM team should be sure of sending the FWB to CargoSpot Team after updating the Consignee/Shipper info.- If flight departed and the information is accurate then, It is important to Check if the information been captured on system Before Or After the FWB message.Saudi Airlines Cargo Co | Confidential 17

User Manual – Rules, Process & Procedures Action 1: Open AWB booking page and press on AWB history. Action 2: Check the FWB time and Check for any update changes information time Action 3: Compare was captured in system before or After FWB.Saudi Airlines Cargo Co | Confidential 18

User Manual – Rules, Process & Procedures Task Job 3: Customer Survey: One of the CRM benefits, is to provide the management a real Report with statistics and conclusions about the Customer Satisfaction, which of course Managements can build on this Report many decisions and plans to enhance the customer satisfaction level, and, as a result, foster customer loyalty and advocacy which will positively increases the Revenue. CRM Team will do 2 different surveys: 1- A Satisfaction survey in a Daily basis. 2- A Satisfaction Survey as a Project upon request.During the daily communications that the CRMTeam is doing, CRM has the ability to reach allkinds of our Customers ( Forwarders, Shippers,Consignees and Custom clearance Agents), and because of this, CRM is performing a daily survey(evaluation) for every AWB separately and update the CRM LOG with the Customer Answer. Basically,CRM Team will ask the customer about his experience and feedback rating the overall performance beendone by Saudia Cargo when processing a particular AWB. The rating we are following is from SAT01 toSAT05:SAT01 Customer Experience is PoorSAT02 Customer Experience is AverageSAT03SAT04 Customer Experience is GoodSAT05 Customer Experience is Very Good Customer Experience is ExcellentThis evaluation survey will be done by CRM Team when it been requested by the management. CRM willdeal with this as a Project or Assignment, and will agree the scope of work, Goals and objectives with bestmechanism to conduct the Survey to a selective size of customer, using the best tools available with CRM.Each project will have a time frame or phases and the results should be presented as a formal Report or asrequired by management.Saudi Airlines Cargo Co | Confidential 19

User Manual – Rules, Process & Procedures Task Job 4: Notification Circle of Exporting: CRM Management planned to design a new communication service to our Customers called “ Notification Circle of Exporting”. This task is going to be a daily task that start when the shipment being accepted at the Airport and before it’s being exported from the origin. The task activities and in every activity there are some actions to do… (more details will be written in the next user manual version).Task Job 5: CRM For Sales:It is a new task that CRM Management is currently designing it … (more details will be written in the nextuser manual version).Task Job 6: Sales Lead Creation:It is a new task that CRM Management is currently designing it … (more details will be written in the nextuser manual version).Task Job 7: Frequent Reports: Report Name Frequency Report Status MonthlyCRM Monthly Report Daily Active Inactive/FutureDaily Report for Regional Directors showing all AWBs In/Out Region Daily planningDaily Dashboard for Regional Directors Quarterly Inactive/FutureQuarterly Dashboard for VIP/VIF (no revenue – only activities) – CRM planningNews Inactive/Future planningSaudi Airlines Cargo Co | Confidential 20

User Manual – Rules, Process & Procedures THANK YOUSaudi Airlines Cargo Co | Confidential 21