On Feb. 15, the Client Service Management Team (CSM) introduced an exciting new service portal to home office partners – which is intended to provide the most efficient support experience. This self-service tool is designed to increase home office visibility into open and closed CSM cases and provide authorized home office contacts with 24/7 oversight. More information about the portal and how users can access it are below.
What changes?
- Home office contacts will be encouraged to take advantage of the new portal instead of communicating requests and tracking case status via email. However, home office contacts can still email the CSM team for support.
- Fields within Salesforce will now be visible to home office contacts for any case that originates from the CSM Service Portal or is emailed to the CSM team, including:
- Case title
- Case description
- Emails
- Emails sent in the case should always have the contact included.
- Files
- Please be mindful of the files being uploaded. Anything not intended to be visible to the contact within the case should not be added.
Client communications
Home office contacts will receive an email announcement about this new service on February 15, 2024. This email will be sent directly via Outlook from the CSM to their home office contacts.
Accessing the portal
- Home office contacts will have SSO access to the portal through the navigation bar in the eMoney application.
- This user guide can be accessed by home office contacts via the Help Menu.
- Access to the service portal will be based on user role.
Questions?
Contact Ben Bernstein, Manager, Client Service Management
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