How It Works

ONBOARDING & SETUP

• We will work with you to create the most effective and efficient call handling and messaging process taking into consideration you, your residents, your staff and your vendors
   

• The setup process can be handled very simply by any combination of online form, personal conversation and email communication
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• We will determine with you how best to greet your callers, get all of the correct information you need, screen for urgency, and get you or your staff the message in the most timely and efficient manner
   

• When it comes to maintenance calls, we will have a listing of each type of maintenance call that we routinely receive and how you want us to handle it based on the caller's maintenance situation.
  
                                               See the maintenance worksheet that we use HERE.  
   

• We understand how important it is to handle urgent maintenance calls timely, but we also understand how important it is to screen the calls to determine those that YOU feel are urgent and those that you don't.
   

• You will have a dedicated account manager who will continually work with you even after onboarding to make any necessary changes to your procedures. We will even alert you of issues or trends that may need adjustment based on our experience with your calls
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• If you utilize on call schedules for your staff, your account manager will work with you to receive, manage and maintain those schedule so we will always contact the proper person at the proper time

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WE PROVIDE YOU WITH A PRIVATE TELEPHONE NUMBER
 

There are several choices and options to choose from when deciding how to use the telephone number
we provide to you:
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Forward your office number to it

• Turn on and off the call forwarding as needed when you want us to answer your calls

• Overflow calls to it if you want us to assist you with your calls during busy times

Use it on your phone greeting to route callers to us

Provide the number to your residents as an "After Hours / Emergency" maintenance number
 

• Refer it on your phone greeting for residents to call
   

• If needed, we can also provide you with a specialized or toll free number

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THE NUMBER IS ANSWERED 24/7/365 BY ONE OF OUR PROFESSIONAL TELEPHONE SECRETARIES
 

• Your important calls will be answered promptly by one of our personable, professional secretaries
   

• Always a friendly and professional greeting
   

• We answer in your name, with whatever greeting you choose
   

• Your callers get a great first impression!

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WE TAKE THE MESSSAGE BASED ON OUR EXPERIENCE AND YOUR INSTRUCTION
 

• When it comes to Answering Service, we are the experts -- but when it come to your business, YOU are the expert!  We will use both our expertise and your instruction to handle your caller exactly as you would hire someone in your office to
   

• The custom forms we created in the setup process will be used to take the message with the information you determine is needed from the caller
   

• ​If you like, we will screen the call for urgency based on your instruction. Urgency can be based on type of call, content of the call or as defined by the caller - but urgency is always defined by you
  
   

YOU GET THE MESSAGE
 

• Messages are sent to you and/or your designated staff as you have instructed us to immediately, on a predetermined schedule or on demand
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• Those you defined as urgent can be sent immediately via any combination of text, call and email. If we text or email, the message can be sent with the ability to easily confirm receipt of the message. If we don't receive the confirmation, we can continue on with the next steps as you have instructed us to until confirmation of the message is received​
   

• Those you defined as routine can be sent via email or text immediately, on a schedule or on demand. We can also send completed urgent calls to you after they have been completed and confirmed.
   

• We can send any or all of your messages to as many recipients as you like
   

• Log into our Client Portal to view and manage all of your calls and activity at any time