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Intuit

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Intuit s Comprehensive FI Support Program! Passport & DARTS Passport & DARTS Passport Support Package includes the following Training: Unlimited live training ... – PowerPoint PPT presentation

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Title: Intuit


1
Intuits ComprehensiveFI Support
Program!Passport DARTS
2
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
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
  • gtgt Training Calendar ltlt

Topics Covered Topics Covered
QuickBooks Overview Quicken Windows and Mac
New Features Basic Navigation
Online Troubleshooting OFX Training
Intuit Web Resources Online Setup Download
Key Benefit Webinars offer the greatest
flexibility for CSR teams to attend. Now included
for all Premium and Premium Plus FIs.
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

6
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 _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

8
Intuits Live Phone Escalation Option
Direct Access Rights to Technical Support
DARTS
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 1100AM-1230PM Arizona time for
    staff training)

Monthly Call Allotment Monthly Call Allotment
Quicken Windows Mac QuickBooks
10 calls/month 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)
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
14
Support Cheat Sheet
Key Benefit Easy at a glance reference to key
support resources.
15
Intuit Affiliate Program
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 resourcesPlease email us _at_
    quickinfo_at_intuit.com
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