|
Client Services
"End-to-end" client setup, product support, and relationship management
Even with the best solution, compliance data and disclosure documents can be difficult to manage on your own. That's why NewRiver bolsters our industry-best technology with a world-class Client Services model. Our responsive team is ready to meet your daily product support and evolving business needs.
Client Services features:
Multi-Tiered Client Services
Client Services offers three tiers of integrated support:
- Business Services - Our Business Services Engineers provide new client setup, meet ad-hoc requests (e.g., business rules adjustments, custom reports), and offer Level-2 Tech Support (e.g., answers to technical questions).
- Client Support - A one-stop shop for both technical and "CustomerCare" needs. Technical Support provides timely answers to "how to" questions, data validation, and other general questions related to the NewRiver product. CustomerCare assists clients with general service inquires related to their NewRiver solution (e.g., billing inquiries).
- Account Management (optional) - The NewRiver Account Manager serves as your business partner and client champion to ensure client satisfaction and escalate any service/technical issues. The Account Manager provides quarterly on-site visits, "best practice" reviews, and a strategic Annual Business Review.
Client Services provides the critical elements necessary for the successful setup, ongoing support, and personalized account management of your NewRiver solution.
Click to enlarge
Gold and Platinum Client Platforms
NewRiver ensures every client has the level of service they need to assure the success of their NewRiver compliance technology solution. Our Gold platform covers all clients and includes setup, ad-hoc requests, as well as technical support and NewRiver's CustomerCare program.
Our Platinum platform offers an additional layer of personalization for clients who qualify based on their NewRiver annual expenditure and contract agreement. Platinum customers have the attentive service of an Account Manager and a strategic Annual Business Review.
For an additional fee, "Gold Clients" may opt for an Account Manager who becomes an extension of their business and a client service champion within NewRiver. Included with the purchase of the Account Manager is an Annual Business Review to assess service, measure performance, and recommend appropriate service enhancements.
Premium Programs and Offerings
CLIENT ADVISORY BOARD
The NewRiver Client Advisory Board ("CAB") provides a highly interactive forum designed to optimize NewRiver/client collaboration. Through this collaboration, the client is exposed to NewRiver Best Practices, developed by NewRiver or other clients, and NewRiver gains valuable insight into the use of our products. The CAB has a voice in the NewRiver Product Roadmap. NewRiver is committed to the CAB process and will periodically review the list of CAB companies to ensure a global representation of our partners.
ACCOUNT MANAGER
The NewRiver Account Manager is your business partner who builds a strong alliance with you and key members of your team. Acting as your trusted advisor, your Account Manager becomes an extension of your business and a valuable point of escalation within NewRiver. Some of the things you can expect from your Account Manager are:
- Client Satisfaction champion
- Client liaison to the NewRiver organization
- Quarterly on-site visits
- Best Practice reviews
- Early insight into upcoming product releases
- Point of escalation with a personal touch
- Partnering with you to develop metrics for measuring NewRiver/client success
ANNUAL BUSINESS REVIEW
The Annual Business Review ("ABR") is designed to maximize return on investment through a detailed review of current use factors and a strategic look at client business climate and anticipated challenges and opportunities. The ABR is conducted by your Account Manager at your site of choice.
The ABR is a standard service provided to Platinum-level clients but is available to Gold-level clients through the purchase of the optional Account Management program. The typical Annual Business Review may include:
- Audit of product use levels
- Review of "Best Practices"
- Forward-looking strategic Annual Business Review, including:
- Client Satisfaction Survey review and game plan
- NewRiver services metric status report
- Review recommended product enhancement(s)
CLIENT SUPPORT
Client Support offers responsive service for technical support and general inquiries:
- Technical Support: Technical Support provides timely answers to "how-to" questions, data validation questions, and other general questions related to any product within the NewRiver product set.
- CustomerCare: For non-technical inquiries related to your NewRiver solution (e.g, biling), CustomerCare phone support is available during normal business hours weekdays.
To bring focus to a variety of business needs, Client Support offers a tiered structure:
|
LEVEL 1 |
|
Client Support |
Staffed by a team of Client Support Advisors, Level-1 Client Support provides timely answers to "how-to" questions, data validation questions, and other general questions related to any product within the NewRiver product set.
|
|
CustomerCare Program |
Staffed by the same team of Advisors, Level-1 CustomerCare assists the client with any general inquires related to a NewRiver product solution. These might entail billing, sales, marketing, or operations.
|
 |
|
LEVEL 2 |
|
Technical Support |
Staffed by a team of Engineers, Level-2 Technical Support provides timely answers to technical questions, as well as resolves reported product problems.
|
|
|
LEVEL 3 |
|
Technical Support |
Staffed by the NewRiver Engineering Department, Level-3 Technical Support addresses the most complex technical questions and resolves a broad range of reported problems. |
24 X 7 SEVERITY - 1 SUPPORT
In the event of a system outage, slow down, or other availability issue, NewRiver Client Support is available 24 hours a day, seven days a week, and 365 days a year.
NEWRIVER SERVICES PORTAL
The NewRiver Services Portal provides 24x7x365 online access to:
e-Case Management
e-Case Management provides the capability to open and/or update a case through email or via the self-service portal. Access to detailed case status is available around the clock through the self-service portal.
Knowledge Base
The Knowledge Base is our way of helping you take advantage of those that have gone before you. Day in and day out, Client Support answers questions and resolves problems reported by our clients. Any of these cases considered to be of general interest are published to the Knowledge Base. Through the self-service portal, clients have access to all of these solutions with the help of an easy-to-use, intuitive search engine.
Top 10 FAQ's
On a regular basis, the most often searched issues are pulled together for easy access.
For more information, call NewRiver Client Support at (978) 247-7300 Monday thru Friday, 8:00 a.m. to 5:00 p.m., EST.
|
