Proposed Fellers Support Portal
Portal Benefits
- Fellers Agent completes online form to open case for X-Rite (Tier 2) follow-up.
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When submitted, form data immediately creates contact in the X-Rite CRM.
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Associated with the contact are product and case specific information.
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X-Rite Agent is instantly notified that a new case has been created.
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Fellers Agent may pass call immediately to X-Rite staff.
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Link in e-mail allows X-Rite Agent to pick up exactly where Fellers staff performed the transfer. Any and all notes entered into the online form are immediately available.
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X-Rite assumes responsibility for the customer.
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Any and all public notes entered by the X-Rite Agent will be posted back to the web portal.
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Fellers Agent will have immediate access to complete call history.
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All open and all closed calls are available to the Fellers Agent. He or she may review live call progress and may also access all prior call history. The actions taken by X-Rite to resolve customer issues will be available.
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As X-Rite grows in knowledge and understanding, entries will be made to the X-Rite knowledge tree. These data too will be available to the Fellers team 24x7.
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Given an ever growing knowledge tree, Fellers Agents will empowered to resolve more and more cases without the need to transfer to X-Rite.
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New Fellers Agents will have immediate and complete access to ALL call history between Fellers customers and the X-Rite support team. New hire - - take a day or two to review past support correspondence.
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Online data will exactly match monthly reports from X-Rite. Same database is responsible for all transactions.
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Fellers customers are noted as such. We will make every effort to preserve the privacy of these contacts. We will develop reasonable safeguards to assure that these contacts are not included in X-Rite Sales and Marketing campaigns.
jgm
10/04/2007
