Client Support
Principia Client Support Case Management - FAQs
What you may be concerned about…
I’ll never speak with a human being from Principia again!
It’s true that we have always had a preference for electronic communication on support issues. At the end of the day, our experience has taught us that having issue details in writing wastes less of our client’s time and helps us to get down to the business of diagnosing and resolving your issues more quickly.
That said we do recognize that there are times when speaking over the phone is useful. When it is decided that a phone call is going to be beneficial, we can schedule time through the relevant case. This means you won’t have to leave voicemails, waste your time “trying to find someone”, and that when we do speak we’ll be able to give you our undivided attention and have all the relevant details beforehand.
All this written documentation is going to take too much of my time!
Writing down exactly what your issue is and explaining it to us can be time consuming, no way around it. But who knows your issue better than you do? If you invest some time upfront, we know we can answer your question more accurately and quickly than if you called us, explained the issue, had us ask more questions until we understood, we wrote it up, maybe had to pass it to another co-worker who then had to call you because they didn’t understand what we wrote.
The truth is, it's going to take a little bit of getting used to for all our clients. We believe that once you give it a try, you'll see the benefits of its use and the positive impact it will have on getting accurate and timely resolutions to issues and questions.
Who do I talk with if I have a concern, suggestion or complaint
about this new web interface?
Please send any concerns or suggestions
by e-mail to CMSComments@ppllc.com
What if I have trouble using the interface?
We’ve worked to make the interface as intuitive and simple as possible.
We are also going to hold some sessions via WebEx in the coming
weeks that will demonstrate how to use the interface.We’ll be available
for questions at that time as well. We’ll also post instructions on
our website and have guided instructions as part of the interface.
When will this new interface be available?
We are finalizing all the details now and expect to launch on February
1, 2007.
How much of my current case history will be available as of 1 February 2007?
We aim to have any case reported as of 3 October 2006 and any case reported before 3 October 2006, but still open as of 1 February 2007, visible to clients.
Should a client require an investigation
into an older case, we will of course still maintain all historical
records and in some
cases, these may be made visible through the new interface.