Ephibian's RepCenter Performs Admirably for Intuit During Recent Tax Season

Tucson, AZ-- May 1, 2003: Intuit, Inc. the makers of business and personal accounting software such as TurboTax, Quicken and Quickbooks, was very pleased with the performance of Ephibian’s RepCenter delivery through their busy 2002 Tax Season.

Ephibian developed and delivered to Intuit an information portal and knowledge management system for use by their customer service representatives. With the information portal at their fingertips, the representatives were positioned to give Intuit customers’ the most accurate, up-to-the-minute data about Intuit’s products and services.

In addition to phone support, Intuit offers a chat-based customer service interface to their clients. A part of the Ephibian delivery to Intuit was a solution that graded the Intuit representatives’ performance with customer service during the chat sessions. The solution provided Intuit leadership with visibility into customer service metrics at a summary level, while randomly selecting chat sessions to be reviewed for quality assurance. If a problem was detected, management had the ability to selectively review chat sessions from a representative or group of representatives. This real-time input to Intuit leadership, and feedback to the frontline customer service support staff, allowed Intuit to provide increasingly accurate and up-to-the minute information to the public that uses their product line.

Intuit and Ephibian are in discussions regarding further extending RepCenter within the Intuit service centers for next year’s tax season.