CRIO Intake Process and Training
- Tiffany Rapp
- Jane Wiley
- Abby Schultz
Flow:
CRIO will drop the client/site/facility's Due Diligence info to the FTP folder.
Either Sales or CSM will collect this information and enter into SalesForce. (Due Diligence info, any branding info, contact for site/facility)
Once the deal is marked Closed Won in SF, this will trigger the notification to Ashley for IM assignment.
Ashley is quick - she will have it assigned out within 1 business day.
IM will pick up and onboard the site/facility - will get worked into IM's queue. Within a week, the IM will contact Site/Facility. IM will also:
Discuss branding requirements, get design approved
Submit TPA
Create ClientID
Add client and program to portal and create VFA
Set up demo (closer to time of branded cards being ready - 4-6 weeks after submission)
Train CRIO client on ordering Instant Issue Cards and funding VFA
Add status notes to SF
Once the client is trained, IM will close out the Salesforce opportunity. Once this email populates, we will mention to the team (Lisa P/Aubrey E). Then they will let CRIO know that the client is trained and ready.
Add label
Training a CRIO client notes:
Training
Let the client/site know this is just the Dash side of the portal. They will use CRIO for MOST day-to-day functions with the cards.
Registering and loading is what happens in CRIO
Only the people performing the functions below need access to the Dash Portal:
Ordering cards and managing the funding account
During training show them first where to fund/find the vault. It doesn’t accept wire, but if they want to do so they can email us at corporate@dashsolutions.com and we can provide them instructions. (try to avoid this!)
Within the vault (in view activity) they will be able to see the balance of the account, any debits or credits and which proxy number those are tied to. Statements will populate after 1 month of activity. This activity can be exported.
If there is any discrepancy in the funding accounts between CRIO and Dash, our account is the correct amount. There can be a delay at times, but always use the Dash account.
Show how to order Instant Issue cards - client can only choose UPS ground. If they want sooner, they would need to reach out to corporate@dashsolutions.com with details of the order and we would place it. Give yourself a week and a half of lead time to receive cards based on the card production and shipping. If they need faster shipping, they can let us know and we can place an expedited order.
Review the View Reports section to show the client the order status - where it is at in shipping, grabbing the tracking info. The rest of the reports are best to get from the CRIO system as it doesn’t come back to us.
How to look up a cardholder in the system - show service cards. If the card is in a ready status, site/facility needs to remind the cardholder to activate his/her card.
Don't register or replace cards from our portal, do it from the CRIO system
If a double load happens, they can come into our portal and unload (this will allow them to recoup funds if needed). They cannot recoup from CRIO bc of the difference in the balance, but doing this will allow them to recoup at least some funds.
1099 Reports - Reports - 1099 report, look up your company name, program and choose the date range. This will email whoever requests the report with a password, then the report can be viewed with all of the 1099 information needed. This will give you the data you need if you need to issue any 1099s (anyone who receives over $600)
Mention to them that after the call they can send us who will need access to the Dash portal - we need Name, Email, Phone, access level.
Any questions they may have?
Once the client is trained, IM will close out the Salesforce opportunity. Once this email populates, we will mention to the team (Lisa P/Aubrey E). they can let CRIO know that the client is trained and ready.