Revamp the process for submitting suspicious files to Symantec

I have spoken with several customers who indicate that Symantec's online submission process is more difficult and arduous than that of our competitors.

I think we need to re-vamp the process.

• Suggestion that customers enter their support contract number and have it queried, then the site returns customer information (such as name, address, phone number and the like) and auto-populate into the fields.
• Suggested changing the page so that information that has already been filled in isn't cleared if the CAPTCHA isn't replied to correctly.
• Suggested that there be a way to query the customer's contact ID, as this isn't always handy when trying to submit suspicious files.
• Suggested that information (contact ID, name, etc) be cached so that additional submissions from same machine auto-populate, or completely bypass it.  Maybe via cookie?
• Suggested to have one single page to submit from that will route the submission to the proper submission queue (assuming current support contract information is correct), rather than having a different page for each.