The issue I reported on last week "Unable to Purchase Additional Returns" has been fixed in an update on April 16. There are some key learnings Turbo Tax should take note of going forward, specifically:
1. Improve your internal communications between your problem resolution team and your front line support. This can be achieved by adopting a more robust "issues/bug log- which is constantly updated and made available to your front line CSR's daily. The log must me updated daily(by the IT resources team) with status of issue. By doing this your CSR's can provide feedback to your customers on status of reported issues without putting your clients on hold.
2. When updates/patches are pushed to your clients, consider stating in the "message" what the update is fixing
3. Adopt industry standards (KPI's/SQI's) on resolving issues. This issue has been identified several weeks ago with fix on April 16.
