Connect SCREEN Client Support Guide

BSI Connect  SCREEN source & Contact Information

Welcome to BSI and the Connect SCREEN Team!

We want to take this opportunity to share some essential information about our partnership between the BSI Supplier team and your organization and team members. Access to the Connect Supplier analysts is only a chat, phone call, or email away should you have questions during the implementation process or your continued supply chain program’s journey. Any available analyst can answer your call or respond directly to your chat, email, or voicemail queries. (Managed Accounts will still have an assigned Connect Supplier Analyst team in conjunction with all the features outlined below.)

Online Chat, Email and Phone Support

Within Connect SCREEN you will have a direct connection to reach out to the Connect SCREEN Supplier support team via an in system chat feature or a direct email “support” link to the Supplier team members. It is a convenient way to start off some quick and easy conversations that will help with more immediate interaction and direct dialogue. You can also reach out and call the Supplier team during our business hours.

Monthly 30 Minute Meetings

You have the exciting opportunity to utilize your 30 minute monthly call in a manner that you feel is more advantageous to your program’s goals. We are pleased to inform you that this time may not only be used to talk with a Connect SCREEN Analyst but it could be exchanged for a 30 minute meeting with a member of the Advisory team. When you would like to have a call arranged, please reach out to us with your request and we will connect you with the appropriate team member. (Managed Accounts will have the ability to utilize 30 minutes of their 60 Minute Meetings in the same manner.)

Escalation Contact Information

We would like to hear from you. If you would like to share any positive feedback or opportunities for improvement, we are including the contact information for 2 levels of management to reach out to you. We want to know how we can make sure to exceed your expectations.

Connect SCREEN Business Reviews

In reference to your Connect SCREEN Business Reviews, the Connect SCREEN team will be providing you with 1 report a year providing a Coonect SCREEN Account overview. These will normally be held within a 12 month  of  your contract cycle. If a different cadence is desired and or you would like to have the team present this information during a web conference or onsite meeting, please reach out to us to get these scheduled accordingly. You can contact a Connect SCREEN Analyst via the provided email and any member of the team will be able to assist with this coordination and scheduling.

Connect SCREEN Hours of Operation/ After Hours Emergency Service

The Connect SCREEN Anaylst team is available Monday through Friday (with the exception of holidays), between the hours of 7am PST and 4pm PST. There is an After Hours Emergency Service phone number (referenced below). This phone number is for only reporting critical information as it relates to Connect SCREEN, such as a system outage or data breach, if it is outside normal business operating hours. Any non-emergency related incidents will also be recorded, sent to and addressed by the Connect SCREEN team during normal operational business hours. 

Connect SCREEN Customer Service                    Connect SCREEN Team          

[e-mail]     1.202.831.9779 ext. 1 

This will be your primary point of contact should any questions arise around your Connect SCREEN account. These resources can assist with any system questions, bug reporting, scheduling meetings with a member of the SCS team and other questions as needed.

After Hours Emergency Services     After Hours Team              N/A                                         480.360.1126

After Hours phone is for emergency situations where an outage or data breach concern has been identified. Emergencies will be addressed immediately, all other reported incidents will be addressed during business operational hours (PST).

Escalation Resources

Point of contact for any escalations, or conversations concerning supply chain services

Connect SCREEN Analyst Team Lead                 Jennifer Beaulieu           [e-mail]   M: 408-506-2065        

Point of contact for any escalations, or conversations about Connect SCREEN, program evolution and development.

Global Supply Chain Solutions, SR Program Mngr    Shelley Sjerven    [e-mail]     M: 571-420-7484

Global Supply Chain Solutions Director          Jim Yarbough                  [e-mail]       M:  571-606-2083    

Other Connect SCREEN Resources

Account Manager                                             Tim Fergus                      [e-mail] 

M: 571-910-4152

Account Manager                                             Scott Edwards                 [e-mail] 

M: 571-471-6849

Connect SCREEN Intelligence Lead Analyst   Jason Willouhby             [e-mail]