Intuits Comprehensive FI Support Program Passport

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Intuits ComprehensiveFI Support
Program!Passport DARTS
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Passport DARTS

• Passport Support Package includes the following
  
• Training Unlimited live training Webinars
• Simulator New Multi Version Simulator for
  training and support
• E-mail Support Priority service
• Latest News FI monthly conference calls
• Bulk Software Discounts on software purchases

Direct Access Rights to Technical Support
(DARTS) DARTS 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 Know Your Login Info to Get Full
Access to Important Information
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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

Key Benefit Webinars offer the greatest
flexibility for CSR teams to attend. Now included
for all Premium and Premium Plus FIs.
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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

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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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Financial Institution Conference Call

• Monthly FI Conference Call
• Takes place the first Wednesday of each month _at_
  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 QA to
  express your thoughts and opinions

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Intuits Live Phone Escalation Option
Direct Access Rights to Technical Support
DARTS
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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 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 1100AM-1230PM Arizona time for
  staff training)

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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

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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

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FI Blueprint -- Customize Online Setup (Direct
Connect for Quicken for Windows 2004 and higher)
TypicallyOnline setup is the 1 call driver
In-Product Customization You can customize these
areas (highlighted in red) to guide your
customers through Quicken setup
Complete form at http//fi.intuit.com/ptsr/downl
oad/demo/Account_Setup_Customization.doc
Key Benefit Update your FI-specific setup
instructions to get your Quicken customers online
without the support calls
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Support Cheat Sheet
Key Benefit Easy at a glance reference to key
support resources.
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Intuit Affiliate Program
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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
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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.

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Interested in Finding Out More?

• For more information about our support tools,
  packages, and other resourcesPlease email us _at_
  quickinfo_at_intuit.com