CUSTOMER SERVICE

Internal: National Account handling

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National Accounts are the largest accounts in our system and they are handled primarily by their National Account Manager and the OneSource Firm Edition group.

The Sales rep field in Flash and EMS indicate who the National Account Manager is. Show me.

flashsalesrep

The OneSource Firm Edition contact information can be found in Q-Phone by searching for the appropriate queue with the term OFE.

How to identify National Accounts

The National Account firms are easy to identify in Flash and EMS. The firm will have a green bar to indicate their account type, see Internal: Firm Bar Colors.

In Salesforce.com, the firm records are inaccessible by the audience that supports the CS Professional Suite. When trying to access the account, you will receive an error message that reads, "Data Not Available. The data you were trying to access could not be found. It may be due to another user deleting the data or a system error. If you know the data is not deleted but cannot access it, please look at our support page." Show me.

sfdcnationalaccterror

Password reset requests

Never provide a National Account the RS Administrator password, or reset any Thomson Reuters ID passwords. Direct requests to the RS Administrator, Licensee, or Delegate. If the RS Administrator is requesting the GoSystem RS Administrator password to be reset, direct them to their National Account Manager. For more information on GoSystem RS password resets, see Internal: GoSystem Tax RS locator transfers.

Locator transfers

The OneSource Transfer Desk will handle locator transfer requests for the top seven National Accounts. Their email address is OneSource Transfer Desk.

The top seven National Accounts are the following:

For more detail on locator transfers, see Internal: GoSystem Tax RS locator transfers.

Support numbers for National accounts

Product support should not be provided to the National Accounts since they have their own support line. See the chaart below to determine the proper number for their users to for support requests.

Firm name Phone number Phone number with letters
BDO 855-236-8782 855-BDO-TRTA
Deloitte 844-384-8782 844-DT4-TRTA
Ernst Young (EY) 844-397-7667 844-EY7-7667
Grant Thornton 888-481-8782 888-GT1-TRTA
KPMG 844-870-5764 844-TR0-KPMG
Pricewaterhouse Cooper (PwC) 844-792-8782 844-PWC-TRTA
RSM 888-776-8828 888-RSM-8828