1

Intuit’s ComprehensiveIntuit’s ComprehensiveFI Support Program!FI Support Program!

PassportPassport& DARTS & DARTS

2

Passport Support Package includes the following …

1.1. TrainingTraining: Unlimited live training Webinars

2.2. SimulatorSimulator: New Multi Version Simulator for training and support

3.3. E-mail SupportE-mail Support: Priority service

4. Latest News: FI monthly conference calls

5.5. Bulk SoftwareBulk Software: Discounts on software purchases

Passport & DARTSPassport & DARTS

Direct Access Rights to Technical Support (DARTS)… DARTSDARTS: 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 – FI.Intuit.Com – Know Your Login Info to Get Full Know Your Login Info to Get Full Access to Important InformationAccess to Important Information

4

Passport TrainingPassport 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.

Topics Covered

QuickBooks Overview

Quicken Windows and

Mac

New Features Basic Navigation

Online Troubleshooti

ngOFX Training

Intuit Web Resources

Online Setup & Download

5

Support Tools: Support SimulatorSupport Tools: Support Simulator

Key Points 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

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

FinancialFinancial Institution Conference Call Institution Conference Call

Monthly FI Conference Call Takes place the first Wednesday of each month @ 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 Q&A to express your thoughts and opinions

8

Direct Access Rights to Direct Access Rights to

Technical Support Technical Support

DARTSDARTS

Intuit’s Intuit’s Live Phone Escalation Live Phone Escalation

OptionOption

9

What is DARTS?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 PathLive Support Escalation Path

Direct Access Rights to Technical Support Direct Access Rights to Technical Support (DARTS)(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 11:00AM-12:30PM Arizona time for staff training)

Monthly Call AllotmentMonthly Call Allotment:Quicken

Windows & Mac

QuickBooks

10 calls/month 10 calls/month

11

DARTS: Rules of the RoadDARTS: Rules of the Road

Call Transfer PolicyCall 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 ForumAnnual 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 BlueprintFI Blueprint -- -- Customize Online Setup Customize Online Setup (Direct Connect for Quicken for Windows 2004 and higher)(Direct Connect for Quicken for Windows 2004 and higher)

Key Benefit: Update your FI-specific setup instructions to get your Quicken customers online without the support calls

In-Product Customization: You can customize these areas (highlighted in red)to guide your customers through Quicken setup

Typically…Online setup is the #1 call driver

Complete form at: http://fi.intuit.com/ptsr/download/demo/Account_Setup_Customization.doc

14

Support Cheat SheetSupport Cheat Sheet

Key Benefit: Easy “at a glance” reference to key support resources.

15

Intuit Affiliate ProgramIntuit Affiliate Program

16

Software for Internal UseSoftware 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 DiscountsBulk 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?Interested in Finding Out More?

For more information about our support tools, packages, and other resources…

Please email us @ quickinfo@intuit.com