Intuit’s Comprehensive FI Support Program! Passport & DARTS
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Transcript of Intuit’s Comprehensive FI Support Program! Passport & DARTS
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Intuit’s ComprehensiveIntuit’s ComprehensiveFI Support Program!FI Support Program!
PassportPassport& DARTS & DARTS
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Passport Support Package includes the following …
1.1. TrainingTraining: Unlimited live training Webinars
2.2. SimulatorSimulator: New Multi Version Simulator for training and support
3.3. E-mail SupportE-mail Support: Priority service
4. Latest News: FI monthly conference calls
5.5. Bulk SoftwareBulk Software: Discounts on software purchases
Passport & DARTSPassport & DARTS
Direct Access Rights to Technical Support (DARTS)… DARTSDARTS: A direct phone hotline to our specially trained U.S. based support staff for your most complex Quicken/QuickBooks support calls
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FI.Intuit.Com – FI.Intuit.Com – Know Your Login Info to Get Full Know Your Login Info to Get Full Access to Important InformationAccess to Important Information
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Passport TrainingPassport Training
Unlimited Web Based Seminars One year pass to any regularly
scheduled Webinar course with live instruction
Interested in more information? Check out the latest course information by clicking the >> Training Calendar <<
Key Benefit: Webinars offer the greatest flexibility for CSR teams to attend. Now included for all Premium and Premium Plus FIs.
Topics Covered
QuickBooks Overview
Quicken Windows and
Mac
New Features Basic Navigation
Online Troubleshooti
ngOFX Training
Intuit Web Resources
Online Setup & Download
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Support Tools: Support SimulatorSupport Tools: Support Simulator
Key Points Key Points The Multi-Version Support Simulator is both a training and
support tool created in HTML and Macromedia Flash that covers, online setup, online download, online bill pay and other online related features/topics
– Flash vignettes are used to show the online feature areas
– Links to version specific Product Help, Videos, Web Knowledgebase, and more
– Products Supported: Current + last 2 version years for Quicken Windows, Quicken Mac, and QuickBooks
The Simulator Benefits:– No need to install all the Intuit product versions
– Simplifies supporting Quicken Mac (runs in Windows)
– Serves as a training and support tool for your Tier 1 CSRs
– Links to valuable Intuit support resources on the Web
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Key Benefit: Multi Version Support Simulator- Your CSRs can learn and support Quicken Windows/Mac and QuickBooks in a Web browser by walking step-by-step through key online feature screens
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FinancialFinancial Institution Conference Call Institution Conference Call
Monthly FI Conference Call Takes place the first Wednesday of each month @ 11AM
Pacific Time
News and special programs to our Premium and Premium Plus partners only
Key announcements of new products
Meeting is highly interactive. There is a Q&A to express your thoughts and opinions
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Direct Access Rights to Direct Access Rights to
Technical Support Technical Support
DARTSDARTS
Intuit’s Intuit’s Live Phone Escalation Live Phone Escalation
OptionOption
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What is DARTS?What is DARTS?
Direct Access Rights to Technical Support (DARTS) is a direct phone hotline to our specially trained support staff for your most complex Quicken/QuickBooks support calls
Key Benefit: Offload your most complex Quicken/QuickBooks support calls with a direct hotline to our most knowledgeable support specialists. Dramatically decrease call handle times and boost customer satisfaction with this monthly “life line”.
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Live Support Escalation PathLive Support Escalation Path
Direct Access Rights to Technical Support Direct Access Rights to Technical Support (DARTS)(DARTS)
Monthly Calls to Intuit Support: Our research shows that typically only a handful of Quicken/QuickBooks calls drive up average handle times
Intuit Phone Coverage: Clients/Versions Covered: Current plus last 2 version years: Quicken Windows, Quicken Mac, & QuickBooks Premium Plus FIs get the option to purchase a 10-call pack if you exceed your monthly allotment Hours of operation: M-F 7am-4pm PT (except Except Thursdays 11:00AM-12:30PM Arizona time for staff training)
Monthly Call AllotmentMonthly Call Allotment:Quicken
Windows & Mac
QuickBooks
10 calls/month 10 calls/month
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DARTS: Rules of the RoadDARTS: Rules of the Road
Call Transfer PolicyCall Transfer Policy Calls are transferred to specially trained Intuit support
reps
FI rep will stay on the phone during the call
Using a warm transfer your reps can learn how to address this call type in the future
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Annual Intuit CSR ForumAnnual Intuit CSR Forum
A 2 day session at our Mountain View corporate headquarters or Tucson support site for your key customer support team members and internal trainers
Discussion of top online issues and their solutions Jumpstart your own internal training and support
resources for our new products Feedback session for future product or support
enhancements
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FI BlueprintFI Blueprint -- -- Customize Online Setup Customize Online Setup (Direct Connect for Quicken for Windows 2004 and higher)(Direct Connect for Quicken for Windows 2004 and higher)
Key Benefit: Update your FI-specific setup instructions to get your Quicken customers online without the support calls
In-Product Customization: You can customize these areas (highlighted in red)to guide your customers through Quicken setup
Typically…Online setup is the #1 call driver
Complete form at: http://fi.intuit.com/ptsr/download/demo/Account_Setup_Customization.doc
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Support Cheat SheetSupport Cheat Sheet
Key Benefit: Easy “at a glance” reference to key support resources.
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Intuit Affiliate ProgramIntuit Affiliate Program
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Software for Internal UseSoftware for Internal Use
Download the latest versions of Quicken Windows, Quicken Mac, and QuickBooks directly from our extranet site
Available for use by your business and support teams
Key Benefit: There is no better way to service your high net worth Quicken and QuickBooks products than installing and using our products
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Bulk Software DiscountsBulk Software Discounts
Whether you want to provide Quicken/QuickBooks software to customers as a perk, resell software for a profit, or offer software for promotions, distributing Quicken and QuickBooks can benefit Financial Institutions and your customers.
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Interested in Finding Out More?Interested in Finding Out More?
For more information about our support tools, packages, and other resources…
Please email us @ [email protected]