Client Care Dashboard
In order to be in service for the first box listed on the CCDB- what does your office need to have?
0 same day alerts for the next 3 days
If you have a hold that is pending signature or payment, how much time does the system allow the client before the automated messages begin?
24 hours
How many days before an appointment do automated messages begin to the client?
21 days
How many new clients made an appointment in our offices last year?
3.8 Million
What does the Tax Pro need to do when they put a Tax Return on hold for Missing Docs?
Update Workcenter notes and send a secure message to those who have MyBlock
In order to be in service for the Second Box listed on the CCDB what does your office need to have?
A 1% increase in NEW CLIENT conversion over the Prior year
What 3 hold codes or return statuses start automatic messages to the client?
Missing documents, Pending signatures, Pending payments
What 2 things are automated appointment reminder messages asking the client to do?
Confirm the appointment and upload documents
What percent of non-returning tax professionals clients do we retain?
67%
Where will a tax pro be able to see an UTP for a client that submits a DDO return?
Online Summary Form in Workcenter
In order to be in service for the Third box on the CCDB what does your office need to have?
A 5% increase over the prior year in Product Solutions(BA/SAS) or Prod Attach (FR)
For a missing document hold, how many hours does the system give the client to return the documents before it starts to send automated messages?
24 hours
How many days before the appointment do we send a Meet your TP message to the client?
1 day before the appointment
What percent of DDO's are served outside the 3 day SLA?
70% (~7day average)
Where in the Tax Flow should we give a client an UTP?
After the service value screen and after the getting to know you screen
In order to be in service for the Fourth box on the CCDB what does your office need to have?
A 92% OSAT of new clients
In TS24 what two criteria(in order) were utilized to determine Client Matching? Daily Double - What was the tie breaker criteria?
Certification then Capacity(Workload acceptable); tie breaker was Client Satisfaction + Retention(Match Mix acceptable if they define it)
When the IRS has returned a second look and our scan is complete, where will the office find out its time to contact the client?
2nd Look Calling campaigns in Workcenter (New) and Outlook emails to the tax pro assigned to the workflow (continuining this year).
What percent of clients recievev an UTP?
10%
Name 3 out of 6 items to highlight on the service value screen
100% Accuracy Guarantee, Max Refund Guarantee, Tax Planning, Second Look Review, Tax Tips, Personalized Pricing
In the detail TP view on the CCDB there is one additional metric available besides the four boxes. What metric is listed here?
Second Look enrollment rate
Certification is the first step in client matching, what criteria makes up the weighted calculation?
Capacity and Match Mix(Client Satisfaction + Retention also accepted if both provided)
We know our new process will start to send automated messages to the client to remind them of their appointment. When does the OFFICE own calling the client to try to confirm the appointments?
7 days prior to the appointment up to the 3 day mark.
How many new client appointments never started a return?
1.15 Million
What consent is needed in order to offer services to the client after Tax Prep?
Personalized Services Consent