CRYOCORD SDN BHD

Doc No: CC/CLIENTACCOUNT/1S2C/V09

Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 1 of 10

REVISION HISTORY
REVISION EFFECTIVE AFFECTED CHANGE DESCRIPTION
NO. DATE PAGE
0 01/10/2015 All New issue


APPROVED BY
REVIEWED BY

Name Name
(Position) (Position)
Date: Date:
CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 2 of 10

1. PURPOSE:
Provide a standard procedure for meeting client’s requirements on inquiries about annual storage fee.

Ensure efficient information given to client about annual storage fee through this systematic standard
procedure.

2. SCOPE:
This procedure applies to inquiries from clients regarding annual storage fee.

3. REFERENCES:

4. FACILITY, EQUIPMENT AND SUPPLIES REQUIRED:

NA

5. RESPONSIBILITY

Sales Operation Staff

One Stop Service Centre Staff

6. DEFINITION:

ASF
Annual Storage Fee

CSE /CSA
Customer Service Executive/Assistant

ASF
Annual Storage Fee

PIC
Person in Charge
CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 3 of 10

7. PROCEDURE:

Flow Chart Description Record

Attending to hotline/office line enquiries on ASF
Client calls in
1S2C Run Phone call received from client. Customer Service
verification with Executive/Assistant (CSE/CSA) will run verification
client & checks before they proceed with client’s enquiry. They have Daily Data record
AutoCount System to confirm client’s name and spouse’s name and also sheet
their contact number. CSE/CSA log in to Autocount
and key in client’s particulars in Debtor Maintenance
(refer Appendix 1). CSE/CSA will record client’s
Inform client about the details in Daily Data Sheet.
Annual Storage Fee
The client’s details could be accessed and the
outstanding could be checked in Debtor Maintenance
(Refer Appendix 2). CSE/CSA informs client the
annual storage fee will be generated on the month
that their baby was born. If there is any promotion
for annual storage fee, CSE/CSA will informed
client about it.
CSE/CSA inform client
on payment method
CSE/CSA informs client the payment method. They
can either pay by Credit Card by providing their
details in Credit Card Authorization Form. CSE/CSA
infoms client that they can also pay via Cash Deposit
Machine or JomPay Service. Client acknowledges
Case Closed the information given by CSE/CSA.

Case is closed on the same day.

CRYOCORD SDN BHD
Request for Copy of Client
Document
Email received from
client via InfoMail
Reply to client’s email
and forward to 1S2C PIC
Compilation and forward
to PIC in Sales Operation
Department
Case closed
Received Fax from client
Email the Fax to Sales
Operation Department –
Annual Storage Fee Team
Case closed
8. RECORDS:
i) Daily Data record sheet
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Effective
Date: 01/03/2013
Page No: Page 4 of 10
Attending to info mail regarding ASF Daily data record
Sales Operation Executive/ 1S2C Team Leader sheet
(SOE/ TL) receives mail from client for the payment
of Annual Storage Fee.
An email is made to acknowledge the reception of
the client’s mail. If client’s email address is differ
from the one in client’s details in Autocount, will
inquire client if they want to set the current email as
their primary email as our record purpose (refer
Appendix 3). Then, SOE/TL forwards the email to
1S2C PIC.
1S2C PIC will compile and record in summary sheet
and submit to ASF Team on Monday & Wednesday.
ASF Team will revert back to 1S2C PIC every
Wednesday & Friday on the update.
1S2C will update client by email on the update. Case
is closed within 14 working days.
Attending to fax regarding ASF
CSE/CSA checks through the fax system for client’s
enquiries on Enrollment matter and forwarded the
faxed document by email to PIC and saved in Fax
Received Folder.
*A SMS acknowledging reception of the fax will be
made to the client.
ASF Team PIC will revert to CSE/CSA after the
payment has successfully being charge. CSE/ CSA
will send SMS to client on the update.
Case is closed within 14 working days.
CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 5 of 10

Date Name Reference Type Source Printed on Updated Remark

received No. on
22/4/2016 XXX XXX ASF Info Mail 22/4@3.30 25/4/2016
pm
22/4/2016 XXX XXX XXX XXXXXX
CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 6 of 10

9. Template 
- Received client’s Reply Slip by FAX
 Forwarded to PIC
Dear ASF Team,

Good Day to you,

For your action, please find the attachment for client's reply slip.

We will compile the hard copy and submit accordingly.

"Think Stem Cells, Think CryoCord"

Thank you and have a nice day.

Best regards,
Aini Mokhtar
Customer Service Assistant
1S2C Department
Tel no. : 03-8689 8888
Fax no.: 03-8689 8866
CryoCord Sdn Bhd 

- SMS Template:

“Dear (Client’s name), this message is to inform you that, we have received your faxed in reply slip. Thank
you for choosing Cryocord. From (Your name).”
CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 7 of 10

- Received client’s Reply Slip by email

 Reply to client
Dear (Client’s Name),
Good day to you,
Received with thanks.
For your information, I will forward your email to respective department for their action.
We shall update the status within 14 working days.

"Think Stem Cells, Think CryoCord"

Thank you and have a nice day.

Best regards,
Aini Mokhtar
Customer Service Assistant
1S2C Department
Tel no.: 03-8689 8888
Fax no.: 03-8689 8866
CryoCord Sdn Bhd 

10. Update Payment Status to Client’s Email Template

 Reply to client

Dear (Client’s Name),

Good day to you,
Kindly be informed, your payment has successfully updated in our record. The official receipt will
be sent to your correspondence address in 14 working days.

Should there be anything that we can assist you further, please do not hesitate to contact us.

"Think Stem Cells, Think CryoCord"

Thank you and have a nice day.

Best regards,
Aini Mokhtar
Customer Service Assistant
1S2C Department
Tel no. : 03-8689 8888
Fax no.: 03-8689 8866
CryoCord Sdn Bhd 
CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 8 of 10

- Update Payment Status to client’s SMS Template:

“Dear (Client’s name), kindly be informed, your payment has successfully updated in our record. The
official receipt will be sent to your correspondence address in 14 working days. Thank you for choosing
Cryocord. From (Your name).”

11. Client’s request sms company account number, fax number and email address

- Cryocord clients
“Dear (Client’s name), as per conversation earlier, below are our company account number. Company name:
Cryocord Sdn Bhd. Account number: MBB 5141-5012-6339. Kindly email/fax your bank in slip to us once
the payment done. Email address: (info@cryocord.com.my), Fax no.: 03-8689 8866. Please indicate your full
name and contact number on the bank in slip as well. Thank you for choosing Cryocord. From (Your
name).”

- StemTech clients
“Dear (Client’s name), as per conversation earlier, below are our company account number. Company name:
StemTech International Sdn Bhd. Account number: CIMB 800-325-3643. Kindly email/fax your bank in slip
to us once the payment done. Email address: (your email address), Fax no.: 03-8689 8866. Please indicate
your full name and contact number on the bank in slip as well. Thank you for choosing Cryocord. From
(Your name).”
CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 9 of 10

12. Appendix

Appendix 1

Clients Details

Appendix 2
CRYOCORD SDN BHD
Doc No: CC/CLIENTACCOUNT/1S2C/V09
Rev No: 0
Request for Copy of Client Effective
Document Date: 01/03/2013
Page No: Page 10 of 10

Appendix 3

Seek verification from client