1 Intuit’s Comprehensive FI Support Program! Passport & DARTS.
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Presentation on theme: "1 Intuit’s Comprehensive FI Support Program! Passport & DARTS."— Presentation transcript:
1 Intuit’s Comprehensive FI Support Program! Passport & DARTS
2 Passport Support Package includes the following … 1.Training 1.Training : Unlimited live training Webinars 2.Simulator 2.Simulator : New Multi Version Simulator for training and support 3.E-mail Support 3.E-mail Support : Priority service 4.Latest News: FI monthly conference calls 5.Bulk Software 5.Bulk Software : Discounts on software purchases Passport & DARTS Direct Access Rights to Technical Support (DARTS)… DARTS DARTS: A direct phone hotline to our specially trained U.S. based support staff for your most complex Quicken/QuickBooks support calls
3 FI.Intuit.Com – Know Your Login Info to Get Full Access to Important Information
4 Passport 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 << 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 Troubleshooting OFX Training Intuit Web Resources Online Setup & Download
5 Support Tools: Support Simulator 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
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
7 Financial 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
8 Direct Access Rights to Technical Support DARTS Intuit’s Live Phone Escalation Option
9 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”.
10 Live Support Escalation Path Direct Access Rights to Technical Support (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 Allotment Monthly Call Allotment: Quicken Windows & Mac QuickBooks 10 calls/month
11 DARTS: Rules of the Road Call 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
12 Annual 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
13 FI Blueprint -- Customize Online Setup (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
14 Support Cheat Sheet Key Benefit: Easy “at a glance” reference to key support resources.
16 Software 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
17 Bulk 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.
18 Interested in Finding Out More? For more information about our support tools, packages, and other resources… Please email us @ firstname.lastname@example.org