CCH Software News - Service Cloud Launch Dear CCH Customer: In order to continually evolve and improve our customer support, Wolters Kluwer Tax & Accounting is pleased to announce that we have invested in a new, world-class customer support system which will be rolling out on Monday, June 13, 2016. As this new system evolves, we will be able to provide you more timely updates on issues and be able to better personalize your experience with us. There will be a change to our current work processes of which we want you to be aware. In order to improve the level of service we provide and keep you better updated on the status of your requests, we are now requiring our representatives to record customers' first and last names, account number and email addresses as part of our processes. We appreciate your patience and willingness to provide these items to the representative. It will only be necessary to provide all of the information once, and then going forward you will be identified via your email address. If you would like to have your users pre-loaded into our system to speed the process while on the phone, we are happy to do that. To request this, to fill out with the requested information and email to . Also, please note that our web ticketing site will be Under Construction until the end of June as part of this system change. From June 10, 2016 through June 30, 2016, you will not be able to review existing cases online. Please call into Product Support during this interim period with the ticket # in question and they can provide you with the latest status. You will also be instructed to submit your tickets via an email address during this interim period vs. the form that you are used to seeing. Once web ticketing comes back on line in late June, you will need to log in and provide your account number to enter a case for support. There are no changes to chat as part of this process except that customers will need to provide their contact information as mentioned above. Knowledge Base searches will be performed in the same manner as today. While we are in this period of transition, you may see slightly elevated handle times as Customer Support Representatives become more proficient in the new technology. We ask that you our dust” during this period of transition. “pardon Please feel free to email if you have any questions. Sincerely, Wolters Kluwer If this email was forwarded to you, and you would like to subscribe to CCH Software News announcements, . © CCH. All Rights Reserved.
CCH Software News - Service Cloud Launch Dear CCH Customer: In order to continually evolve and improve our customer support, Wolters Kluwer Tax & Accounting is pleased to announce that we have invested in a new, world-class customer support system which will be rolling out on Monday, June 13, 2016. As this new system evolves, we will be able to provide you more timely updates on issues and be able to better personalize your experience with us. There will be a change to our current work processes of which we want you to be aware. In order to improve the level of service we provide and keep you better updated on the status of your requests, we are now requiring our representatives to record customers' first and last names, account number and email addresses as part of our processes. We appreciate your patience and willingness to provide these items to the representative. It will only be necessary to provide all of the information once, and then going forward you will be identified via your email address. If you would like to have your users pre-loaded into our system to speed the process while on the phone, we are happy to do that. To request this, to fill out with the requested information and email to . Also, please note that our web ticketing site will be Under Construction until the end of June as part of this system change. From June 10, 2016 through June 30, 2016, you will not be able to review existing cases online. Please call into Product Support during this interim period with the ticket # in question and they can provide you with the latest status. You will also be instructed to submit your tickets via an email address during this interim period vs. the form that you are used to seeing. Once web ticketing comes back on line in late June, you will need to log in and provide your account number to enter a case for support. There are no changes to chat as part of this process except that customers will need to provide their contact information as mentioned above. Knowledge Base searches will be performed in the same manner as today. While we are in this period of transition, you may see slightly elevated handle times as Customer Support Representatives become more proficient in the new technology. We ask that you “pardon our dust” during this period of transition. Please feel free to email if you have any questions. Sincerely, Wolters Kluwer If this email was forwarded to you, and you would like to subscribe to CCH Software News announcements, . © CCH. All Rights Reserved.
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