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Online Training and Support Centers

Ebix CRM Training and Support Centers offer a comprehensive selection of resources designed to help new users get up to speed quickly and help experienced users increase efficiency and productivity.

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Available resources:

Implementation Services
Online Training Courses
Fast Class Library
User Guides
Live Webinar and On-site Training Registration
Technical Support Contact Information

Contact Support

If you have a question regarding SmartOffice functionality, we recommend that you look at the list of training movies and Fast Classes as a first resource. However, should the need arise to contact a member of our support team, there are a number of different contact options available to meet your needs. Before contacting the support team, please have the following information ready:

Name of the registered user.
A comprehensive description of the issue – what module is in use, how the issue occurred, whether the issue is consistent or random, and does issue occur for one or all users.
If an error message appeared, please send us the exact text of the error message (a screen shot is best).
Let us know if any recent changes have been made to the environment in which you are using SmartOffice – Has new network security been implemented? Are you logging in from a new desktop or laptop computer? Has your SmartOffice Administrator made changes to your User Roles or Security settings?

The more information you can give us, the quicker our support team can provide you with a quick and accurate solution.Once you have gathered the necessary information, use one of the following methods to contact our support team.

E-mail

You may e-mail a question to our support team at SmartOfficesupport@Ebix.com .Turnaround time on questions submitted via e-mail is 24 hours (Monday through Friday); however, in most cases, e-mail questions receive a reply much more quickly – usually in the same business day.

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Phone

If you have an urgent or complicated issue it is best to phone our support team toll-free at (855) 275-3249. Our normal business hours are Monday through Thursday 5:00 a.m. to 5:00 p.m. PST and Friday 5:00 a.m. to 1:30 p.m. PST. The department is closed on most major holidays.

Ebix CRM Billing & Administration

Expanding Your System

If you are interested in adding another user or module to your system, please contact Sales at
(800) 777-9188 or chris.aitkens@ebix.com . They will be glad to assist you and help explain the different products we offer.

Other Changes to Your System

Should you need to make other changes to your system, you may e-mail the request to crmbilling@ebix.com . These requests must come from the Registered User. To ensure timely and accurate processing, please include the name of the specific users to be removed. Please note that all changes must be written requests and can take up to 30 days to process. Upon completion, a confirmation email will be sent to the Registered User.

Changing the Registered User of your SmartOffice account

Typically the Registered User in your office is the person who owns the data in your SmartOffice database. To change the name of the registered user associated with your SmartOffice account please complete the form below and fax the signed copy to (866) 422-0259. You will also have to re-submit a Pre-Authorized Credit Card form (depending on your payment method) even if you will be using the same credit card.
Click here to download the Registered User/Data Ownership Change Request Form

Payment Information

To change the method of payment for your system, please complete one of the following applicable forms and fax it to (866) 422-0259:

- Pre-Authorized Checking (pdf)
- Pre-Authorized Credit Card (pdf)
- Pre-Authorized Credit Card - Canada (pdf)

General Billing Inquiries

For general billing inquiries (to request a copy of your most recent invoice, assistance completing the PACC Form, etc.) please email crmbilling@ebix.com . For immediate assistance, you may call
(626) 585-3505 during our normal business hours which are Monday through Friday 8:00am to 4:00pm PST. The department is closed on most major holidays.

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Enterprise Support Services

Ebix CRM Enterprise Support Services deliver the most value to insurance and financial services customers. Features include:

Product Support

Knowledge Center : Check our online knowledgebase for comprehensive, quick solutions. From techniques for customizing your application, to methods of integrating other solutions, to step-by-step instructions for getting the most from certain features, we keep the knowledgebase full of useful content.

Software Updates : Our support agreement includes access to future releases of your software solution, including the latest technologies, new features, technical fixes, and many data source interfaces.

Telephone Support : Unlike many software providers, Ebix CRM offers unlimited access to our experienced, knowledgeable support staff. Our team has been serving the financial services marketplace for more than a dozen years. They speak your language, understand your business challenges, and have the skills and experience to quickly and effectively address your support needs.

E-mail and Fax Support : For support issues that don't require immediate attention, Ebix CRM offers both e-mail and fax options. Simply send us information describing your problem, and our support team will forward the resources you need to solve it. If phone follow-up is required, we will schedule a time that is convenient for you.

Customer Service

Customer Extranet : We have combined all our online resources into a one-stop shop for existing clients. Access the knowledgebase, view our events calendar, and get the latest issue of the client newsletter. It's all there, ready to use.

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Client Partner Conference : Held once per year, the Client Partner Conference provides many benefits for enterprise customers. Receive first-hand knowledge of how other companies are leveraging SmartOffice and CDS to help drive their success, network with your peers, and learn new ways to get the most from your Ebix CRM sol