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these CSR requests, develop the answer and email the answer directly back to the customer. <br /> You of course can also phone the customer with the answer if you choose or if the customer <br /> indicates this as the preferred form of contact. Your customer will also have the ability to <br /> view and open CSR requests they have submitted, and up to a year's worth of closed <br /> requests to refresh themselves with previous issues and answers. <br /> c. Provide procedures for after-hours support. <br /> If you need after hours support, you would caif the after hours support number you will be <br /> given. This in turn will page the after hours support on duty manager who will respond to you <br /> within a 4 hour time frame. <br /> d. Provide a list of company holidays. <br /> These are provided (both InfoSend and USPS holidays) at the beginning of every year as <br /> well as being posted inside the customer service portal you will have access to through a log <br /> in. <br /> e. Provide contact points for customer service. <br /> You will be provided and assigned a"go to" customer service manager specific for your <br /> account so they get to know your account and you and you get to know them. A secondary <br /> account manager is assigned and cross trained on your account and set up in case your <br /> main account manager is out ill or on holiday. <br /> SECTION 5 - Project Schedule <br /> Include a project schedule for each key focus area of the project, as identified in the scope of <br /> work. This schedule should contain key project milestones and timelines for deliverables. <br /> Identify assumptions used in developing the schedule. <br /> InfoSend's standard EBPP implementation projects span across a 14 to 16-week period. <br /> Please see the following page containing InfoSend's detailed EBPP implementation Gantt <br /> chart. <br /> 21 <br />