Happy New Year! January is a good time to review accomplishments for the past year and chart the course for the New Year. In 2006 we set out to accomplish four strategic initiatives within Client Care and the service we provide to you, our clients. We heard loud and clear to improve your satisfaction we needed to be more responsive, improve the knowledge and communication skills of our Client Care associates and increase the value provided within these service plans.

New Service Plans
As you may recall, in February 2006 we rolled out two new service plans UltimateCare and UltimateCare Plus. The new plans provide you a suite of services ranging from expanded hours, enhanced response times, software modules and free training at our annual Art of Success Conference.

The chart below outlines the enhancements to response and service levels provided with the new plans. If you are interesting in learning more about transitioning to UltimateCare or UltimateCare Plus, your Client Relations Executive can be of help to you.

Real-Time Client Care	Gold	UltimateCare Plus	Silver	UltimateCare
Service Hours	7 am to 6 pm M–S client’s time	24/7	8 am to 5 pm M–F client's time	5 am to 5 pm M–F Pacific time
Initial Call Response	Critical: 20 min High: 45 min Medium: 90 min Low: 90 min	Critical: Live High: Live Medium: Live Low: 90 min	Critical: 20 min High: 45 min Medium: 90 min Low: 90 min	Critical: Live High: Live Medium: Live Low: 90 min
Resolution Times	Critical: 36 hours High: 5 days Medium: 30 days Lows: 30 days	Critical: 24 horrs High: 36 hours Medium: 5 days Low: 15 days	Critical: 36 hours High: 5 days Medium: 30 days Low: 30 days	Critical: 24 hours High: 48 hours Medium: 7 days Low: 20 days

Live First Response
Last May we implemented our “Live First Response” program to eliminate telephone tag and call backs by transferring most issues directly to Client Care Specialists. I hope you’ve noticed a difference in how we serve you.

Training, Training and More Training
We understand the importance of making sure your employees have on-going training. Last year we hosted three client class room training events in locations convenient to you: Eastern Regional Training in Miama, post-conference training after CU Users Conference in Las Vegas and we brought back the Art of Success conference and training in Portland.

We are very pleased with the feedback and responses we received on these events as well as our recent Training Survey. We are working on developing course content and more convenient ways for you to attend classes this year.

Improving How We Communicate
We also understand that in order to serve you better, we need to actively listen, respond and improve our follow through with you. To that end, we engaged Success Sciences a company that focuses on “soft skill” communications. In July and August over 70 associates attended the two-day communication course where we learned:

• Communication is personal and makes or breaks the client experience.
• Communication builds trust and grows the relationship or intensifies tensions and creates ill will.
• Communication creates “moments of magic or moments of misery”.

The course helped associates focus on what’s important to you by:

• Listening – actively
• Learning to responding correctly
• Being accountable and taking ownership for follow through!

The communication training was also combined with heavy focus on product training. Every training course geared for clients is first conducted with our associates. And, to make sure we continuously “sharpen our saw”, Senior and lead Client Care Specialists are required to conduct eight hours of internal training each month.

Servicing You, Securely
We realize the importance of security and your need for us to service you through remote connectivity. That is why we invested in iTivity software to allow us to provide a secure, yet flexible method to support systems remotely. I’m pleased to share with you that 70% of our clients (thank you!) have moved to this new secure method.

Your On-going Feedback
After implementing these Client Care initiatives last year – what is your feedback? I’m pleased to share with you we received 1,024 closed incident surveys (17.4% response rate) last year. An incident survey is sent to you after we have closed an incident. It is used as a tool for us to coach our associates on areas where we can make improvements.

In 2006, we averaged a 93% incident satisfaction rating. The trend over the prior year has improved, and our goal this year is a 94% incident satisfaction rating.

We really appreciate all the feedback we receive on the various surveys we send you. Your feedback not only helps us to determine the progress we are making in servicing you, it also provides us with opportunities to directly coach associates on areas we need to improve.

Looking Ahead
So, what’s in store for 2007? Our focus is to continually improve our responsiveness. We will also focus on bringing you even more training sessions. And we will continue to strive to provide you with unbeatable Client Care.

Thank you for letting us serve you.