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At right is a recent communication <br />WEX sent to our PFS customers in <br />preparation for the Tropical <br />Storm/Hurricane Barry that hit the <br />Gulf Coast in July. These reminders <br />are provided when there is an <br />expected event, like weather, that <br />may affect a certain area. WEX also <br />provides this type of notification <br />on an ongoing basis after a major <br />event. This type of communication <br />would include list of fuel <br />merchants where WEX is seeing <br />purchasing activity so we can <br />inform our customers of places to <br />find fuel in the event of power or <br />fuel shortages. <br />ClearView communities <br />TOplLnl Shim Barry to Flooding to L-1M 1111IFVIValley;Hurricnnu and SlarniSui9u MIM,1911--d <br />IMMtr bW - k LWA�I MYakttsik a1[i: ANc[ k al6n -L- miwvl 6 N.rtaL4 ":. fii feb! -': <br />WARNINGS <br />For users of WEX Fleet ClearVieWTI, the Community Module allows you to network, collaborate, <br />participate in discussion groups on fleet -related topics (i.e. positively impacting driver behavior <br />or reducing fraudulent spend), pose questions, and share best practice information with your <br />fellow analytics peers. <br />This module features Discussion Forums on a variety of fleet -related topics where users can <br />collaborate and share information, a news feed of recent Community activity, the ClearView <br />University and Events calendar, and a Resources section where content can be downloaded. <br />The Resources view contains informational assets, such as, Quick Start Guides, white papers, <br />articles, images, and release notes. Navigate to this view by using the top navigational menu. <br />8.19 Contractor must provide an issue tracking system. <br />When a service interruption or problem is reported by a customer, the contact center agent <br />enters the information into a CRM system for case lifecycle tracking management. This would <br />include any issues that may require additional research, off -phone work where the resolution <br />would be provided back to the customer based upon their preferred channel phone or <br />email. When an enterprise outage occurrence, for example, online application, there is a standard <br />notification provided within the online application to notify customers. <br />8.20 If a customer has to call back or another customer calls about the same issue, how is the customer <br />service team notified that the issue has already been explained and should be (at a minimum) in <br />the issue resolution que? <br />When a service interruption or problem is reported by a customer, the contact center agent <br />enters the information into a CRM system for case lifecycle tracking management. This would <br />include any issues that may require additional research, off -phone work where the resolution <br />would be provided back to the customer based upon their preferred channel phone or <br />email. When an enterprise outage occurrence, for example, online application, there is a standard <br />notification provided within the online application to notify customers. The lifecycle tracking also <br />allows customer service agents to see if the same or like issue has already been addressed and be <br />MASTER AGREEMENT No. 00819 - FLEET CARD SERVICES PAGE 118 OF 138 <br />