Volume IV, Issue II | July 2012

Did YOU know?!?

We're on Facebook and Linked In! Follow us for the most up-to-date information and sales culture tips.

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Previous Newsletters Available on Web site

Forgot a few tips and tricks? View previous newsletters at our secure Web site.

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If you have a change in your R1 Administrator or if you have any other contact-related updates, please click here.

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Contact Us!

For service questions, email us at support@coretrac.com OR call us at 512.236.9120 option 1.

For sales questions, email us at sales@coretrac.com OR call us at 512.236.9120 option 2.

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Visit CoreTrac's Newest Partners

RewardsNOW

DataMentors

VSoft Corporation

Michael Neill & Associates

ResourceOne Support
Jason Watanabe, VP Technical Operations

The CoreTrac Support Team is dedicated to providing prompt response and resolution to any training or technical needs of our clients. To ensure all of your needs are met, please submit all requests by emailing support@coretrac.com or calling our support line at 512.236.9120 option 1. Your service requests will be acknowledged with an email response that includes a support case number. For faster follow-up, please use that case number when requesting updates on your service case.

 

ResourceOne v 3.25 Tips and Tricks
Service Center

The Service Center module contains a set of tools that helps your Organization better serve your clients. Service Center has two applications called Service Desk and Help Desk. Service Desk allows the management of external contact (customer / member) interaction in a typical call center/support services environment. Help Desk allows the management of internal clients (employees) and related helpdesk support, such as IT related issues.

How To Add A Ticket

1. Under Service Center, click Help Desk.

2. On the Ticket Listing page select the Update menu and “New Ticket…”.  The New Ticket screen is displayed.  


*Note: Click on the image above to view in new window.

3. Enter the Owner.  This is the employee who will work on the ticket. THIS IS A REQUIRED FIELD.

4. Enter the Client. This is the employee who has reported the problem. THIS IS A REQUIRED FIELD.

5. Enter an email address for follow up.

6. Enter the Origin. These options include Web, Phone, Email or Other.

7. Enter the Status. These options will include Open, Working, Waiting on User, Cancelled, On hold and Closed.

8. Enter the Priority. These options will include Low, Medium and High.

9. Enter the Issue Name.

10. Enter the Category. Help Desk Ticket Categories can be created using the Administration>Help Desk Ticket Categories.

11. Enter the Description.

 

 


 

How To View/Edit A Ticket

1. Select Help Desk within Service Center.

2. Select Tickets.

3. Your list of tickets will appear, select which one needs to be edited. The ticket screen will appear.  


*Note: Click on the image above to view in new window.

4. From this page you can add Notes, Events, Tasks or Attachments to your ticket using the options on the left side of the menu.  Any of the dropdown options like status can be edited.   

5. Select Save or Save and Close when complete.

Sales Tips & Update
Alan Buhler, Executive Vice President

Are Your Clients At The Center Of Your Business?

Now that we have a little over six months under our collective belts, it has become painfully evident that there will be no shortage of challenges for community financial institutions as you continue to hoof it through the remainder of 2012. However, those that put notable effort into improving their use of banking-specific CRM/SFA technology will certainly be better equipped to serve their clients, improve efficiency, and take advantage of new wallet-share and market-share growth opportunities.

An effective ResourceOne strategy focused on delivering relevant and actionable business intelligence will establish a foundation for improved service, increase sales and ensure a consistent service experience for your clients.  If you take the time to address the foundational issues of developing meaningful relationships and loyalty-based strategies with your clients, it will no doubt drive increased profitability, and will establish you as a trusted financial resource and significant value in the communities you serve.

 

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CoreTrac welcomes the following new customers:

  • BankIowa ($479M assets; FIS Bankway)
  • Western Bank ($199M assets)
  • Inland Bank and Trust ($1.3B assets; Fiserv ITI core)
  • Shell FCU ($482M assets; OSI core)
  • Aero FCU ($193M assets; OSI core)

 

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We would like to welcome Molly Richardson as our new Marketing Coordinator. Molly graduated from the University of Texas at Austin with a degree in Public Relations and has lots of experience in marketing. She has replaced Ashley Stifflemire's position and will be your new point of contact for any communication inquiries. We are looking forward to many great things ahead. Ashley Stifflemire has accepted an international job offer.

©2012 CoreTrac, Inc. 6101 W. Courtyard Drive Bldg 2, Suite 100 Austin, Texas 78730
512.236.9120 option 2
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