Customer Support/Training

Differentiated competitively by the unparalleled strength of its client relationships, AFS offers a variety of ancillary support services to help maximize the benefits of AFS' systems solutions. Support services range from thought leadership information and best practices counsel to specialized functional expertise in lending business transformation, risk management, and credit process efficiencies.

AFS' client focus is long term and in-depth, with an average client relationship exceeding 20 years. Existing clients continually extend their AFS lending functionality to automate additional processes, consolidate processing of diverse lines of business, and further centralize information and control of credit functions.

The longevity and breadth of its client relationships enables AFS to know its client organizations well and thus to bring unique value to each franchise on an ongoing basis.

AFS Customer 1st
The AFS Customer 1st Help Desk (C1st) provides clients with a single point of contact for managing service requests related to the utilization of AFS systems. Working with a client designated Client Liaison, C1st resolves cases with corrective, instructional, and informational tools. C1st facilitates the distribution of critical issue communication through client-designated channels. Utilizing the AFS Secure Access Area via the Internet, e-mail, fax, and direct dial channels, C1st provides clients with an efficient means to submit cases, track status through resolution, and receive critical information and updates, including detailed case status reports.

The AFS CCR Process
The AFS Change Control Request (CCR) process mitigates the client's operational risk by providing process control of staff requests for software changes. By organizing, standardizing, and centralizing the change control process, the client is empowered to validate that change requests are consistent with the strategic direction of the business, eliminating extraneous efforts and providing faster turnaround on key initiatives. Clients gain a full understanding of what requests have been made, who has made them, and has the opportunity to establish priorities. This process enhances the client's control by providing full disclosure of budget estimates, status updates, and time to completion for each initiative. With expertise in virtually every aspect of loan operations, systems knowledge, and lending best practices, AFS' Professional Services staff is ideally suited to leverage the capabilities of in-house resources when needed. AFS' focus is on performance improvement - increasing revenue, reducing cost, and mitigating risk in the lending process - by maximizing the use of AFS' systems.

AFS Training and Performance Services

Overview
In the financial services industry, ongoing consolidation, convergence, and heavy merger and acquisition activity have created business environments where streamlined operations handle larger volumes of work with tighter delivery goals on a daily basis. In newly created business environments, especially post-merger, the need to quickly educate new users and standardize processes can be especially acute. AFS Training and Performance Support Services can evaluate the training needs in an organization, and recommend solutions designed to optimize the performance of AFS products and services. AFS training solutions include AFS LoanQuest, AFS Business Banking CBT, AFS Consumer Simulator, AFS Computer-Based Training (CBT), AFS Performance Support Services, and AFS General Classroom Training.

Training Solutions
AFS LoanQuest is a PC-based training course enabling customer service staff to tap into the power of AFS Level IIIT by demonstrating how to use system inquiry screens, and how to extract information and reports on clients and loan information. It is self-paced and simple to administer.

AFS Performance Support System is a sophisticated, cross-referenced, navigational system that serves as online help, coaching, and reference. It is customized to an institution's Level III system, and provides three levels of detail to help staff effectively handle any situation.

AFS General Classroom Training is available at AFS, or at the client site. Training can be customized based on organizational needs.

AFS Business Banking (CBT) is a training course that explains how to use the AFS Business Banking application. This course explains, at a high level, the new workflow that will be implemented via this application. It will explain some basic AFS navigation concepts and walk the student through each of the roles in the workflow. The course can be distributed through various media to a remote user area, enabling hands-on training just in time, or on demand eliminating the need for an instructor or travel costs.

AFS Consumer Simulator is a new approach to providing a hands-on training environment to users without the extensive cost, logistics, and limitations associated with a live training system. The simulator, in conjunction with an instructor or written guide, enables the student to work in a hands-on system in a classroom or stand-alone environment with minimal set-up or networking concerns.

Benefits

	Maximizes AFS product capabilities
	Increases new revenue possibilities by providing full support of new products
	Ensures effective training when adding staff or after mergers
	Reduces training time
	Easily customizes to fit organizational products, timeframes, and employee needs