FAQ s on ABCNVIRTUAL.com

Transcription

1 FAQ s on ABCNVIRTUAL.com (F ABCN Members Use Only) UPDATED: January 2009 How does ABCNVIRTUAL.com wk? Securing Virtual Office services through ABCNVIRTUAL.com is done through an easy-to-use 3- STEP process with individual center pricing. The first step in the three step process secures the location and mail fwarding options, the second step helps the customer to secure the telephony component, and the third optional step highlights additional programs that the VO customer may choose to participate in. Are all ABCN Member Locations able to participate?. All ABCN Members are eligible to participate in ABCNVIRTUAL.com, both as Provider Centers and Sending Centers. All ABCN Members will be required to sign the ABCNVIRTUAL.com Participation Agreement attached. What are the Provider Center and Sending Center responsibilities? The Provider Center is the one providing location and mail fwarding services. The Sending Center is the center which sells VO services in other locations. What Virtual Office Packages are being offered? STEP 1 of ABCNVIRTUAL.com offers prospective clients with two VO packages to choose from. The first is Mail-only (no telephony), and the second is Mail + 16 hours conference room time (no telephony). These will be priced by the ABCN Members either per company per location. How does the Mail Fwarding wk? Also as part of STEP 1, the VO Client can customize his/her mail fwarding package based on type of fwarding and frequency. ABCNVIRTUAL.com tallies up an appropriate secretarial/admin rate f mail fwarding, and also advises the Client that additional postage rates apply (i.e. Regular Mail vis-à-vis Next Day Courier). How does the Telephony wk? STEP 2 of ABCNVIRTUAL.com is the securing of a Telephony package, which include Automated Receptionists as well as Live Answering. All VO clients that purchase through ABCNVIRTUAL.com will have their calls routed through the ABCNVIRTUAL.com Call Center located in Salt Lake City, UT. How do the Bonus Packages wk? STEP 3 is the final step in the process, bonus packages can be selected by the client pri to check out. These are meant to be auxiliary items and not material to the VO purchasing process in general.

2 What happens after a client makes a Purchase? The client will receive an pertaining to the documentation required to receive confirmation of their account. After the purchase online the client must complete, sign, and have notarized 3 copies of the CMRA fm and required ID s, and send them by fax and hard copy to ABCNVirtual.com. ABCNVirtual.com will then fward 2 copies to the Provider Center. How does the Billing and Collecting wk? ABCNVIRTUAL.com handles all billing and collecting from the VO Client, as well as all payments to either both Provider Center and Sending Center. Additionally, any and all mail fwarding surcharges a-la-carte in-center services purchased by the VO Client will be billed by ABCNVIRTUAL.com, and paid to the center f said services.. Member will present full invoice to ABCN f all services provided to any Client on the 25th of every month via the ABCNVirtual.com internal invoicing system. What happens if/when Billing Issues arise? If a problem comes up with billing, such as an expired credit card, ABCNVIRTUAL.com Customer Service will immediately contact the VO client as well as either both the Provider and Sending centers, notifying them of this discrepancy. If this is not resolved, the center will withhold the Client s mail, and the telephony component will be suspended. Should the situation still not be resolved after several attempts to rectify it, the account will be terminated and turned over to collections f payment. What happens when a client needs additional services like conference rooms? The client will need to contact the Providing Center directly f pricing and reservations. If and when a client makes a reservation and incurs on any costs, the Center must process these charges via the ABCNVIRTUAL Systems internal billing, which will then handle the billing, collections, and payments f said services. On any billable reimbursable cost items, the Providing Center receives 70% of the billed and collected amounts; only on pass through services (such as taxes and postage) will the center receive 100% of said items (such as taxes and postage). How do the Financials wk? ABCNVirtual.com is a wholesale system that consists of three components, One; ABCNVirtual system that receives 10% of the billed amount, Two; a Provider Center that provides center related services and receives payment f those services which are directly being provided to the VO Client, specifically location and mail fwarding services. The Provider Center receives 70% of the billed and paid services less any direct pass trhough costs such as taxes, etc. Three; the Sending Center, who makes the initial VO sale; and, who receives payment f those services which have been sold to VO Clients, including location, mail fwarding, and telephony. The Sending Center receives 20% of the total f the billed and collected services f the life of the customer, per the example below:

3 Provider Center Sending Center V.O. Package Platinum V.O. Package Platinum Mail Fwarding Option Regular Mail Mail Fwarding Option Regular Mail Fwarding Frequency Weekly Fwarding Frequency Weekly Package Price $75 Communication Plan Automated Mail Fwarding Price $20 Package Price $75 Total V.O $95 Mail Fwarding Price $20 Provider 70% $67 Communication Price $99 Term Months 12 Total V.O $194 Total 70% $798 Sending Center 20% $39 Term Months 12 Total 20% $466 Is there a Set-Up Fee f VO Clients?, each ABCNVIRTUAL.com VO Client will be subject to a one-time set-up fee of $100. ABCNVIRTUAL.com system retains the totality of this amount. Can anybody purchase a VO through ABCNVIRTUAL.com? Are there restrictions? Anybody interested in purchasing a VO through ABCNVIRTUAL.com can do so notwithstanding their geographic location. However, all VO clients must fill out the appropriate CMRA documentation in the US and whatever other local postal government documents are required in other nations; and, fax those documents to ABCNVIRTUAL.com with their signatures and required ID, etc. As a Business Center Owner, how do I create My Account? If you have not yet done so you will be walked through the process by an ABCNVIRTUAL.com representative. Together we will create your Company account, impt your business centers from the ABCN database, and set up your repting. You will be able to access the invoices that have been generated between ABCNVIRTUAL.com, the VO Client, and any one of your centers, as well as see a running tally of all monies owed to your Company by either being a Provider Center a Sending Center. If you would like to have your account review establish a sales white site, please contact an ABCNVirtual representative. As a Business Center Owner, how can I access My Account? Once your account is set up, you can access it by clicking on and inputting your Username and Passwd. Once in your account page, you can then run the repting based on Provider Sending Center status. The repting will display individually per center collectively as a company, any and all activity which has taken place

4 between ABCNVIRTUAL.com, VO Clients and their centers. In addition, there are a number of other control panel items available to you from your account page such as: the ability to set your center s pricing; add and delete centers from your own display database; change your passwd, etc., etc. Can VO Clients also track their accounts on ABCNVIRTUAL.com? During the purchase process the client establishes a username and passwd so that they may access their invoices, update their account, etc. Can my Center Managers sell VO Services in other locations directly? Absolutely. Center Managers should log onto their company s ABCNVirtual.com account, click on Sell a Virtual Office, and go through the STEPS with the client. The system will track any sale automatically and credit your center as the Selling Center within the ABCNVIRTUAL System. How does the ABCNVIRTUAL.com White Label Site wk? The ABCNVIRTUAL.com White Label site was developed in der to provide ABCN Members with a lucrative and unique wholesale cross-selling opptunity. Not only can Members sell services at their own business centers, but also to the vast inventy of locations other ABCN Members provide. The White Label site should be embedded into the ABCN Member s website(s), has a built-in edit, and tracks any and all traffic from the Member s website to ABCNVIRTUAL.com, and transfms that center into a Sending Center. In addition, if a Member would like a customized individual VO marketing site based on the ABCNVIRTUAL system and database, that can be arranged by the ABCN Media team. Each ABCN Member s company has a unique white site URL associated with their account, which should be personalized to include company logos and contact infmation. You can do that by clicking on the Manage Your White Site section of your account page. Can only ABCN Members participate?. Can centers change pricing?, at any moment centers can adjust their pricing by accessing the Business Center Owner page and clicking on Manage your Center s Pricing. The Steps from Purchase to Confirmation 1) Client makes purchase online. 2) An is sent to client to thank them f their purchase 3) ABCNVirtual Representative contact s client to explain the documentation requirements (CMRA & IDs) needed to confirm the mailing address. 4) Client has 2 choices: A) In the US, complete, sign, and have notarized 3 copies of the CMRA fm and required ID s, and send them by fax and hard copy to ABCNVirtual.com. In other countries we

5 follow the same process based on the local country s individual postal documentation requirements. B) Meet with Center Manager to provide CMRA fm ( other locally required documents) and ID s f verification by Center Manager to avoid the need f notarization (unless required by local government outside of the US). Two Scenarios: C) If client provides documentation to ABCNVirtual Rep, we then contact the Member by phone and (we provide CMRA and IDs by ) regarding the close. Member then will set up the client s account at the center (mail box) and provide us confirmation. D) If client provides documentation to the Center Manager, Center Manager is required to contact us with confirmation of the set up f the client Last Step: ABCNVirtual Representative sends a confirmation to the client with a copy to the member. Example of Confirmation Subject: ABCNVIRTUAL.com - Confirmation f Client Name with Company Name City, State Invoice Number: XXXXXXXX Dear Client s Name: Thank you f your der from abcnvirtual.com. Your account has been set up as of Day of week, Month Day, Year. You may now use your new cpate address f mail crespondence, on your business cards, on your website, etc. ABCNVIRTUAL.com becomes your local drop-off and pick-up point f all mail needs, as well as your professional setting f meetings within our prestigious conference rooms. Your mailing address is: Client s Company Name Address Suite and PMB# if applicable City, State Zip Here is Member Company Name s contact info, a Preferred Member of the Alliance Business Centers Netwk should you need to check on your mail book conference room time. Name, Center Manager Member Center Company Name Address Phone Fax We appreciate your business and look fward to fulfilling your officing needs! Sincerely,

6 The ABCNVirtual.com Team (800) Nancy Duigou l Regional Manager, Nth America ALLIANCE BUSINESS CENTERS NETWORK - [email protected] l Direct Phone l Fax Billing Member will present full invoice to ABCN f all services provided to any Client on the 25th of every month via the ABCNVirtual.com internal invoicing system. Three Dates to Remember: 25th provide ABCN an invoice if client has incurred extra charges with you in the month. 1st Client s card will be charged 5th ABCN Accounting Departments cuts checks to our members Notes: If client purchases in mid-month. The month will be prated thereafter client s credit cards will be charged on the 1st of each month. Link to terms client has agreed to at time of purchase

7 ABCNVIRTUAL.com PARTICIPATION AGREEMENT The undersigned Preferred ABCN Member (the Member ) acknowledges its participation in the ABCN Virtual Office Program (ABCNVIRTUAL.com), and that Member remains bound by the terms and conditions of their ABCN Preferred Member agreement, along with the following terms and conditions: Eligibility Consistent with their existing ABCN Membership Agreement, Member acknowledges that their participation in ABCNVIRTUAL.com applies equally to all Members locations. Services Provided by ABCN This agreement allows Member to utilize the services of ABCNVIRTUAL.com in providing Virtual Office Client(s) ( Client(s) ) with business center services, and also to own client relationships within the context of the ABCNVIRTUAL.com system. ABCN will provide tools such as web links, reservations, payment and collection systems, as well as marketing materials to Member f such purposes. Member understands that within the ABCNVIRTUAL.com system, all communication services provided to the Client will be the sole responsibility of ABCN. Services Provided by Member Member is responsible f providing ABCNVIRTUAL.com Clients with their physical address, mailbox services, and any other facilities-related services nmally associated with Virtual Offices including but not limited to conference rooms, secretarial and clerical services, among others. Member will present full invoice to ABCN f all services provided to any Client on the 25th of every month via the ABCNVirtual.com internal invoicing system. Member will not be offering communications services directly to the Client(s) without preauthization of ABCNVirtual.com. General Compensation and Referral Fees Member that is the service-providing center f a Client shall receive a total of 70% of the total amount charged to and collected from the Client f the above Services Provided by Member. In addition, when Member successfully sells ABCNVIRTUAL.com services to the Client, either directly through Member s website, Member will receive a Client Ownership Fee equal to 20% of the ABCNVIRTUAL.com gross revenue f the services purchased by said Client, including all communications services revenues. Member will be paid the Fee on a monthly basis, on approximately the 15 th of every month following the provision of services. Policies and Pricing Client who purchases services with ABCNVIRTUAL.COM through this Program will be deemed to be Client of Member. However, all ABCNVIRTUAL.com rules, policies, and operating procedures in providing its services, including billing and invoicing, will apply to Client. ABCN reserves the option to change any policies with 30 days notice. Additional infmation regarding ABCNVIRTUAL.com and its terms of service, are found ABCNMEMBERS.com..

8 Signatures No action taken will change the terms and conditions of this Agreement unless in writing and signed by both parties. In addition, the parties acknowledge that they have the ability, right and authity to enter into this Agreement and by their signature below, do so intending to be legally bound. ABCN Member: By: Title: Date: ALLIANCE Business Centers NETWORK: By: Title: Date:

9 Live Receptionist Customer Call Flow Customer Service: (800) FAX: (800) Welcome to ABCN Virtual! We look fward to providing you with excellent customer service. Our Live Virtual Receptionist is just one piece to our communication solution. Please feel free to call us at any time if you ever wish to upgrade modify your service. We are happy to assist you in any way that we can. The guide below will allow us to be clear on how you would like your phones answered and processed. If you will be fwarding your number to our ABCNVirtual line: please list it here: COMPANY INFO TO BE GIVEN OUT: Company Name: Website: Address: (Phonetically if necessary): Please list in 1 2 sentences what your business does: What hours would you like your calls answered by our live receptionists? What greeting would you like our receptionists to answer your calls with? Who would you like calls fwarded to? If you your staff is unavailable to take a phone call during nmal business hours, how would you like your messages handled? After-hours would you like your calls sent directly to your ABCNVirtual voic ? Do you need us to schedule appointments f you? No Do you need us to process ders f you? No Do you need us to make follow-up customer service calls? s should be fwarded where? Faxes received by my toll-free number should be fwarded where? Voic messages received should be fwarded where? Fax: am to pm Time Zone (live answering available between 8am EST to 5pm PST, auto attendant after) What are the hours you would like us to transfer calls to you (if different)? Name: Department: Phone Number: Name: Department: Phone Number: Name: Department: Phone Number: What other infmation would you like our receptionists to know about to handle your calls: Messages can go to own voic , personalized ABCNVirtual voic , an ed message Name: Messages go to: Name: Messages go to: Name: Messages go to: No If no, what number would you like the auto-attendant to fward to? If yes, would you like one of our receptionists to recd your voic f you? No If so, what would you like the voic to say? If yes, please contact If yes, please contact No I will check my abcnvirtual.com account online (this can be an address fax number) I will check my faxes online (this must be an address) I will check my voic online by phone Client Signature - You hereby acknowledge to have read and agree to the ABCNVirtual Terms of Service ( Welcome to ABCN Virtual! We look fward to wking with you. Please contact customer suppt at with questions.

10 Auto Attendant Customer Call Flow Customer Service: (800) FAX: (800) Welcome to ABCNVirtual! We look fward to providing you with excellent customer service. Our Auto Attendant Virtual Receptionist is just one piece to our communication solution. Please feel free to call us at any time if you ever wish to upgrade modify your service. We are happy to assist you in any way that we can. The guide below will allow us to be clear on how you would like your phones answered and processed. If you will be fwarding your number to our ABCNVIRTUAL line: please list it here: COMPANY INFO TO BE GIVEN OUT: Please list in 1 2 sentences what your business does: What hours would you like your calls to ring to your phone? After-hours would you like your calls sent directly to your ABCNVirtual voic ? Company Name: Website: Fax: AM to PM Time Zone: Phone Number: Never, I want ALL my calls to go directly to voic . No If no, what number would you like the auto-attendant to be fward to? Caller hears greeting prompt, caller name is recded, and then caller hears music on Hold while transferring call to your cell, office other number listed here: Please choose one of the following selections as to what callers will hear. Caller hears greeting prompt followed by music on hold while transferring call to your Cell, office, other number listed here: Caller hears, "Connecting Call" followed by ringing while transferring call to your Cell, office, other number listed here: Caller hears ringing only, while transferring call to your cell, office, other number listed here: Caller is sent straight to voic If you do not answer on your primary phone would you like the call to be sent to a different phone number? Would you like one of our receptionists to recd your greeting prompt, recded name, and/ unavailable message f you? s should be fwarded where? Faxes received by my toll-free number should be fwarded where? Voic messages received should be fwarded where? No If so what number would you like it to ring second? No If yes, let us know what you would like each to say: Recded Name Greeting Prompt Unavailable Message (voic ) ( address) I will check my abcnvirtual.com account online (this can be an address fax number) I will check my faxes online (this must be an address) I will check my voic online by phone Client Signature - You hereby acknowledge to have read and agree to the ABCNVirtual Terms of Service ( Welcome to ABCNVirtual! We look fward to wking with you. Please contact customer suppt at with questions.