All S&P Cap IQ Pro client issues – including technical, performance, data and functionality – should be directed internally to our Client Operations/Support Helpdesk at: [email protected]
Clients can be referred to this email as well as to these phone support lines:
Main Line
+1 888 275 2822 (Americas)
+44 20 7283 8887 (EMEA)
+852 5808 0983 (APAC)
Press 1 for Technical Support
Press 2 for Company data including financial statements, including industries not listed in menu #4
Press 3 for Estimates and transactions
Press 4 for Asset-level or regulatory data
Press 1 for Banking and Financial Services
Press 2 for Insurance
Press 3 for Energy
Press 4 for Metals and Mining
Press 5 for Real Estate
Press 6 for TMT
All emails and calls are entered into Salesforce as cases that are linked to the user and account. All replies and resolutions are tracked and archived. The client receives a survey after the case is resolved so we can track the quality and timeliness of the response. Below average surveys or surveys which surface additional issues are escalated to more senior members in the Client Operations group.
Will the CIQ Client Support (email, phone, chat) be fully available to support WE?
The S&P Cap IQ Pro Client Support team will be the primary source of support for clients using any of the S&P Cap IQ Pro platforms. The S&P Cap IQ Pro Client Support team is made up of a technical support team, S&P Cap IQ Pro industry segment teams, capital markets experts and generalists. The S&P Cap IQ Pro Client Support team is available 24/7/365 and takes cases via email, phone and chat. The CIQ Client Support team is available to the S&P Cap IQ Pro Client Support team in instances where escalation is needed.
Users who take the step to register for the Market Intelligence platform will then receive a Jumpstart email, with a basic tutorial on how to access key content and functionality. Next, users will receive a series of emails dedicated to specific the specific functionality we think can enrich their workflows: news, the mobile app, market monitoring dashboards and private company data.
Users who don’t take the step of registering will enter a different communication stream focused on getting them to log in for the first time. These emails will highlight how to register and how to download the mobile app. We’ll also highlight news coverage and invite users to sign up for a free newsletter that will showcase cross-segment news. The communication stream also includes emails promoting PCD and the dashboard.
Workflow Enrichment users will also be targeted with digital advertising encouraging registration and adoption.
Once WE accounts have been fulfilled, how will this be communicated to end users?
Once fulfillment is complete, users will receive a marketing email (sent from Marketo) introducing them to the Market Intelligence platform, with instructions on how/where to log in for the first time. Users will also see a pop-up within the CIQ platform, which invites them to try the Market Intelligence platform.
What are the different ways a CIQ user can enter MI?
When logged into CIQ, click on the “Market Intelligence Platform” button at the top right.
When cap 785 is turned on (timed with marketing activities), a pop-up will appear on CIQ with a link to take you to MI.
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March 10, 2019 | 1 PM - 2 PM PT
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March 10, 2019 | 1 PM - 2 PM PT
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INDEX TV
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ESG Reporting: What's Working and What Needs to Change?
ESG reporting requirements are reaching new heights, prompted by unprecedented levels of regulation and investor interest.
Users who take the step to register for the Market Intelligence platform will then receive a Jumpstart email, with a basic tutorial on how to access key content and functionality. Next, users will receive a series of emails dedicated to specific the specific functionality we think can enrich their workflows: news, the mobile app, market monitoring dashboards and private company data.
Workflow Enrichment users will also be targeted with digital advertising encouraging registration and adoption.
