Web-based Recall App Client Customer Support Orientation For best viewing of this orientation, at...
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Web-based Recall App Client Customer Support Orientation For best viewing of this orientation, at the bottom of the pdf viewing window select the viewing % to “Fit Page”, or scroll down to view the explanatory notes for each page.
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Transcript of Web-based Recall App Client Customer Support Orientation For best viewing of this orientation, at...
Web-based Recall App
Client Customer Support Orientation
For best viewing of this orientation, at the bottom of the pdf viewing window select the viewing % to “Fit Page”, or scroll down to view the explanatory notes for each page.
Customer Support Reps - Overview• a Recall is launched by your company.
• Customer Support & other internal functional areas will receive “CC” email notifications:
• you View Administrative Reports with all of the details of the event (Internal or External to Customers)
• Your Customers1.Receive Notification2.Act upon the online recall info and instructions3.Respond onlineYour customers may call your Customer Support, or Recall
InfoLink for assistance
• Customer questions may be about:• Viewing the recall details on their Recall InfoLink Screen#1 • How to Act upon the Recall (such as ‘disposition’ instructions, etc)• Responding by entering their product amounts on their Response
Screen• the Welcome email and the recommended ‘preparation’ actions• receiving the recall notifications by different communication methods • SPAM “White Listing” • How to Update their Contact Information.
Customer Support Reps - continued
• Recall InfoLink Support & “Helps”• (208) 890-9169• [email protected]• QuickTip Sheets, Instructions, & video InfoClips available to your customers
• Important Initial Preparation Actions• the Client & Responder company IT Departments should “white list” the domain “recallinfolink.com” for both web Browsing access, and also Email Servers. • all Users (including you) should add these contacts to their email Address Book:
o “Recall Alert” <[email protected]>, and also o “RecallSupport” <[email protected]>
• This will enable you & your Customers to receive all of the Recall Notifications, and not have them go to SPAM or the Junk folder.
• Other Aspects• the Customer “Welcome” & Instructions Letter• the Recall “Responder” Wizard & Amounts Updates• Reports• Admin Screen• Customer Contact Info Update
the Recall Notification processEmail is Primary
the “CC” Notification E-mail
auto-login link directly into the Homepage
Click Admin to view Administrative Reports (of Internal or External recalls)
Admin screen selections
Click “View Company Recalls”
Manager & “CC:” ReportsView Reports of the selected Event
Administrative Reports- the recall event ‘overview’ report
Compliance Report - satisfying Agency requirements, plus “Customer Returns” & other Reports (see next page)
Compliance Report - satisfying Agency requirements
Administrative Reports- the recall event ‘overview’ report
Compliance Report - satisfying Agency requirements
Withdrawal of Widgets, 09/02/11
What will your Customer see?
“RESPONDER” Wizard Overview
Responders (internal & external):
1. Receive Email notification & View recall Data online2. Act3. Respond online (and also update amounts)
STEP 1 of 3:
the Opening Recall Screen
STEP 3 of 3:
Item Amount Response
Simple Reporting back to the Supplier of the Amounts Removed
for Credit or Resupply
Simple Reporting back to the Supplier of the Amounts Removed
for Credit or Resupply
STEP 3 of 3:
Item Amount Response
Re-enter the Wizard to Update amounts
Verify Amounts & Exit plus an Option to Continue the recall to your own Customers
Additional Information
Starter AdminUsers, “CC” Contacts, “Managers”
Customers have Admin capability at no cost
Recall Notification Message: Primary Responder
Secondary Responder “CC:” notification email
Customer Admin ScreenUsers, 2nd Responders “CC” Contacts, “Managers”
Recall Notification Message: Primary Responder
Secondary Responder “CC:” notification email
Starter to Continuers to Recipients … and back again
• Recall Launched
• Email Notification – to internal “CC”s
• Recall Admin Reports
• Responders with Amounts
• Continuing the Recall
• Regulatory Compliance
Summary
• Customer Support & “Helps” • QuickTip Sheets & video InfoClips, Orientations• [email protected]• (208) 890-9169
• User Setup• “White Listing” for Internet access & company Email
Servers (IT Dept)• User Address Book contacts should add:
“Recall Alert” <[email protected]>, and also “Recall Support” <[email protected]>.
• VERY IMPORTANT: • Customer Contact Info Updates please go to:
www.RecallInfoLink.Com/Support/Contact-Info-Update
Important Reminders:
This Instructional document contains proprietary information meant for the use of Recall InfoLink Clients & Customers only, and is not to be distributed outside of Client companies. A Client’s Customers may be sent some materials provided for “Responders”.
