onboarding

At Dexcomm, we understand the challenge of switching answering services or partnering with one for the first time. There seems to be no shortage of possible hiccups.

First, you must find a service. This in itself can be a daunting task because of all the research involved, but a vendor comparison checklist can prove beneficial.

Our process is designed to make it easy for new clients to transition to or implement an answering service with minimal hassle.

HVAC Case Study: Reducing Customer Complaints

Once you have chosen a service that meets your needs and expectations, then you have to go through the stress of setting up your account. Luckily at Dexcomm, we have streamlined this process to be as transparent and thorough as possible, with the ultimate goal of saving our customers time and money.

In this blog, our Head of Operations Latoya Cole walks us through the onboarding process at Dexcomm.

Dexcomm's Onboarding Process

When either of our salesmen, Jed or Karl, closes with a new client and all paperwork is complete, the onboarding process begins.

First, the information that has been collected during the sales process is disseminated to the onboarding team so that they can review it before meeting to discuss your account.

Your account’s “New Account Onboarding Huddle” is then scheduled for the following business day, at 10:15am CST. Our onboarding team consists of:

  • your sales rep
  • the assigned and dedicated account manager
  • the rotating programmer
  • our operation leaders
  • our billing manager.

The goal of this New Account Onboarding Huddle is to get everyone on the same page to move forward with a shared understanding of your account needs and aspirations.

Your sales rep will return to you shortly after the meeting, typically around 11:00am CST, with a “Welcome” email that includes any final questions we need your help in ironing out, introductions to your assigned account manager and billing contact, and our estimated start date and time.

When is My Start Date?

Traditional accounts that require only message taking and delivery will go live in 3-5 business days.

Our more complex accounts that include scheduling, API integrations, etc., will be ready to start within 10-15 business days.

"When our clients are involved and responsive, the process can be greatly expedited." 

-Latoya Cole, Head of Operations

Continued Account Management

Once we begin taking calls for your business, you may hear from us often or barely hear from us at all, whatever you’d prefer. Regardless of your preference, we will proactively check on your account to ensure that everything is going smoothly, both in terms of quality and to confirm that no changes to your scripting are necessary.

Because onboarding process at Dexcomm is more thorough than at other answering services, we can assure you will save time and money in the long run. By addressing and developing solutions for all issues well before your script goes live, we are guaranteeing our partnership will enjoy ongoing success.

New call-to-action


Dexcomm is a Louisiana-based corporation that provides answering services to businesses and service agencies across the United States. We have been open since 1954, employ a staff of roughly 50 people, and our average client retention rate is 10+ years.

Connect With Us:

Twitter

Facebook

LinkedIn


 

Read More About The Author: Luna Rocha