CRYOCORD SDN BHD

Doc No: CC/1S2C/P02

Rev No: 0
Effective
Annual Storage Fee Date: 01/03/2013
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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/1S2C/P02
Rev No: 0
Effective
Annual Storage Fee Date: 01/03/2013
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1. PURPOSE:

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

Ensure efficient response to client’s inquiries 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

SOE/CSE /CSA
Customer Service Executive/Assistant

ASF
Annual Storage Fee

PIC
Person in Charge, Sales Operation Department (Xiao Hui/ Aisha/ Bavani/ Zue)
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7. PROCEDURE:

Flow Chart Description Record

Client Attending to hotline/office line enquiries on ASF

calls in
Phone call received from client with inquiries
regarding Annual Storage Fee (ASF), Customer Daily Data record
1S2C checks Auto Count Service Executive (CSE/CSA) fills up ASF inquiry sheet
System Form (Name, Contact number, IC number, CB/UCM
number) for verification and record purpose.

Inform client of payment

amount and payment CSE/CSA performs verification on the Auto Count
method. system by logging in and key in client’s particulars.
The client’s details could be accessed and the
outstanding ASF could be checked.
Once received client’s
reply proceed through The total amount of outstanding payment is informed
Sales Operation to the client and the breakdown of payments will be
Department ASF Team explained as well.
(Melius).

Once received client’s reply on the payment, 1S2C ASF Reply Slip
Once received update from PIC will compile and record in summary sheet and Summary Sheet
Melius, Email/ SMS/ submit to ASF Team on Monday & Wednesday.
Whatsapp to client on the ASF Team will revert back to 1S2C PIC every
update. Wednesday & Friday on the update. 1S2C will
update client email/ SMS/ Whatsapp on the update.
Case is closed.
File closed.

Info mail received

from client.
Attending to info mail regarding ASF
Reply to client’s
email Sales Operation Executive/ 1S2C Team Leader Annual Storage Fee
(SOE/ TL) receives mail from client for the payment Form.
of ASF. SOE/ 1S2C TL proceeds to forward to 1S2C
Processed through PIC.
Sales Operation
Department
An email is made to acknowledge the reception of
the client’s mail.
Once received update
from Melius, email to
client on the update. 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
File closed. Wednesday & Friday on the update. 1S2C will
update client by email on the update. Case is closed.
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Attending to fax regarding ASF

Fax from clients regarding CSE/CSA checks through the fax system for client’s
ASF received. enquiries on ASF matter and forwarded the faxed Daily data record
document by email to PIC and saved in Fax sheet
Received Folder.
Email the Fax to
Sales Operation *A SMS acknowledging reception of the fax will be
Department ASF made to the client.
Team (Melius).
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.
Once received update from File is closed.
Melius, SMS to client on the
update.

File closed.
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8. RECORDS:

i) Daily Data record sheet

Date Time Category Resource Enquiry Solution Date/ Time Status

Receive Description Resolved
22/4/2016 SP Phone XXX XXX Info Mail 22/4@3.30pm Settle
XXX
22/4/2016 XXX XXX XXX XXXXX

Assigned to Follow Up Remark

ASF Team
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2) ASF Reply Slip Summary Sheet

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
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9. Template :
- Received client’s Reply Slip by FAX
* 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).”

- 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 should revert the status within 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,
Azmira
Customer Service Executive
1S2C Department
Tel no.: 03-8689 8888
Fax no.: 03-8689 8866
CryoCord Sdn Bhd 
CRYOCORD SDN BHD
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Annual Storage Fee Date: 01/03/2013
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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,
Azmira
Customer Service Executive
1S2C Department
Tel no. : 03-8689 8888
Fax no.: 03-8689 8866
CryoCord Sdn Bhd 
11. 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).”

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).”