Maximizing Help from Your Account Manager

Annalisa Williams | December 19, 2019

Get the most out of your interactions with your account manager. Before you send that email or call, check these tips to ensure you have all the information your account manager may need to best address your question or issue.

Giving a Full Explanation of the Issue

Providing additional details can help your account manager find answers or solutions faster and improve ongoing communication. Here are some things to think about when contacting your account manager for help.

Scope Give your account manager the idea of how widespread or how many systems are impacted by the issue. Is this impacting one person’s computer or multiple? Is it a single branch or company-wide? This information gives your account manager a frame of reference and can help them narrow down where to look to resolve problems.

Screenshots A picture is worth a thousand words, so sending a few screenshots can help your account manager see what you are seeing. Click here to learn about the Windows Snipping Tool and how to use it here. Attach png or jpg files with your email or work order, and keep in mind your account manager might find it helpful for you to take a full screen capture, including side navigation.

Reproducing the Issue Include step-by-step details on how to reproduce the issue. Be specific so our customer support can perfectly recreate the issue. Note when the issue first started occurring to establish a timeline.

Version number Always include the version number of the program you are using. The version number is found in the bottom-right corner of the screen, as shown below:

image 1 (32)

Gathering System Specific Information

Check below for which system you have questions with and be sure to include the following information with your inquiry.

Loan Management System

  • Household Number (if CIM)
  • Deposit Account Number (if Deposits)
  • Version Number (CIM and Screen)
  • Loan Account Number

Loan Origination System

  • Lender Number (if GPTC)
  • Dealer Number (if eGOLDTrak)
  • Template Name (if GOLDAcquire Plus)

Web

  • Browser Used
  • Version Number (for Internet Explorer)
  • User Name
  • Dealer Number (if eGOLDTrak)
  • Loan Account Number

Reporting

  • Report Number (if Reports)
  • Transmission Number
  • Date of Transmission/Report

Financial

  • G/L Account Number
  • Branch Number

 

Tags: client success

Annalisa Williams | December 12, 2019

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