Steelcase Customized Landing Page Training

All the support you need, right at your fingertips

August 2014

A one-stop-shop for you to submit all transactions and requests.

It’s integrated navigation allows you to manage and view all of your back office and chat requests in one place.

The personalized design places frequently used tools and Sprint support touch points on one page, conveniently taking you where you need to go (such as an ordering website).

01

Customized Landing Page

02

Steelcase Custom Landing Page

Access at www.sprint.com/steelcasesupport

03

I want to…

Direct access to your CLCS ordering site.

04

I want to…

Direct access to My Sprint Business for your self serve needs.

06

I want to…

Access to chat and email for international support.

07

I want to…

Access to reporting and resource repository for specialty reports.

08

I want to…

Access your chat and email status and history.

•Ability to click on chat request to view, print or update.•Click each column to sort the chat view of requests.•Reference # is year, month, day – then unique number

09

Additional Information

The Additional Information section allows you to customize other frequently accessed links and Sprint phone numbers to help you manage your Sprint account(s):

10

Hours of Operation/Surveys

Chat (with an International Expert, if applicable):• Monday – Friday: 6am - 11pm, Central • Saturday – Sunday: 9am - 9pm, Central Holidays observed: Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Day, New Year’s Day.

At the completion of a chat you will receive a survey. We appreciate your feedback! However, you do have the option to opt out of receiving surveys via the unsubscribe link in the survey.2013 Survey Results (2009) for international expert chats:96.7% Customer Satisfaction (CSAT)92.9% Issue Resolution (IR)96.5% Loyalty (they would use again)

*This is based on 1Q13 and 2Q13 results.

12

Webpage support

• Helpful Tip: Most webpage issues are resolved by the simple tip of holding the CTRL and F5 key down to clear your cache and refresh your webpage.

If you are unable to access or submit requests:Submit your account support requests to

sprintdedicatedcare@mailca.custhelp.com. You will continue to receive a ticket number and email notification; and the request will save in your chat and email history.

Note: Only submit via this email if your site is down.

13

Webpage support, cont’d.

2) Report the issue: • Submit a ticket using the Landing Page Support link at the bottom of your

landing page. (See screenshot below).OR• Email ecenter@mailca.custhelp.com and ensure the subject line states:

Landing Page Issue

14

Log In

Accessing Chat and Email links use the same login as My Sprint Business. If you don’t have a My Sprint Business login, continue to the next page for the simple registration steps.

15

Create a My Sprint Business login

To create a My Sprint Business login:1. Go to www.sprint.com/mysprintbusiness2. Click Sign in and Sign up now3. Create your profile (username, password and

email address)4. Enter your account number, PIN and billing

zip.5. You will receive an email with a link to finish

activating your profile.6. Click the link to activate your profile. Click

Done and close the window.7. In a new browser, type the vanity url to

access your customized Dedicated Support Webpage and sign in.

16

Resolving Log In Issues

If you are not directed to your chat or email forms by clicking your vanity URL and signing in with your My Sprint Business login; follow the steps outlined in the process below for a one-time profile set up and synchronization.

Run slide show of presentation and click link:One-Time Profile Set up for Chat or Email Webpages

Thank you