First I'd like to say I am trying to keep an open mind and am all in favor of change, if it make sense and is actually more efficient.
I'm wondering how the new claims system is working for others? Are you also seeing a delay in response times?
I am struggling with generating a claim and no longer being able to link it to a page. It would be useful if the ticketing system continued to exist but they filtered it into claims for us. I find it challenging to generate a claim, copy and paste information from Procentive and hope you have it all going between two systems and then when you do receive an update, you have to go back into Procentive to hunt and search for where you were needing assistance. I am not overly fond of the feed system and entering in a comment as you are unable to minimize the comment box to read other comments. I usually have to prep my comment in a word document to ensure I am capturing all I need from the claim and then copy and paste into it. Not a very good use of time or ease of use of the product.
I am trying to understand how this new system is advantageous to us as customers when we have to log into yet another portal/website, no longer having access directly to page issues in Procentive and delays in response times. I'm not sold that this is a more useful and better system.
Wondering what others think of it and if you are loving it, please share any tips or useful things you are experiencing please.
Customer support service by UserEcho