five9-OnlineChiro

Phone: (888) 932-5560

Email: [email protected]

Fax: (866) 230-7972

Address:
3010 Highland Pkwy #200
Downers Grove, IL 60515

Billing managed in Baystone Admin By Client Services
(Baystonemedia.com/admin)

Baystone: Price Increase Protocol

CS Rep: “Officite recently implemented a company-wide hosting increase. Our price increases are in line with industry standards and partly in response to the rise of costs across external partners and services, including the security and encryption of your website. This increase also is reflective of the many service, equipment, and technology enhancements we have implemented in the past year. 

Some of these additional improvements include: 

• Enrichments to the User Portal
• Ensuring your website contains an SSL Certificate
• Ongoing improvements to your Website Editor
• Hosting of the website on reliable servers to ensure online availability 24/7
• Regular enhancements to infrastructure to ensure continued reliability” 

To see the total monthly increase, please visit: Baystone Billing File

• Search for the account using the website ID
  • Column E - Shows what the client is currently paying
  • Column F - Shows the amount of increase
  • Column G - Shows the NEW Monthly Recurring Rate, effective January 2023

If the client understands 
CS Rep: “We appreciate your business. Thank you for calling in today. Is there anything else I can assist you with?” 

• Log the call on the account with the following information
  • Subject = Price Increase 
  • Purpose of Contact = Price Increase - Reverted 
  • Comments = Summary of the call

If the client states that they still feel that they should not have to pay the fee or they refuse an increase 
CS Rep: “Dr. [insert name], you are a valued client and I want to ensure that you are happy with our services. I am going to speak with my manager to  review your account and determine available options. May I give you a call back once I have an update? (must call client back within 1 business day)
 
Thank you for calling in today.  Is that anything else I can assist you with today?

Request submission process:

• Create New Case (Case Record Type: Client Services & Accounting)
  • Add contact to the case
  • Subject = Hosting Rate Reduction Request
  • In the case description, document what the client’s response was to your conversation and why they feel they should not be increased. This is important as it will assist in determining appropriate action. (i.e. I refuse to pay this amount, this is too much of an increase, I’m going to cancel services, etc.)
  • Any additional pertinent notes from the phone conversation
• Post case link in chat asking for rate reduction approval
  Dee, Matthew, Mariel to review and approve
• Case Assigned Back to CS Rep to Call client back with update
• Call client back with update
• Log the call on the account with the following information
  • Subject = Price Increase 
  • Purpose of Contact = Price Increase - Reverted 
  • Comments = Summary of the call
• Baystone: CS Rep Assign the case to Dennis Laboy

Coming Soon

Admin Portal portaladmin.theonlinepractice.com

Client Portal Portal.onlinechiro.com

Client Portal portal.onlinepodiatrysites.com

Webmail

• Regular: mail.yourwebsitemail.com
• Secure: securemail.baystonemedia.com

Email Configuration Info

• General Email
• Secure Email (HushMail)

Open SRS Support: help.opensrs.com

• Support Scheduling

Politely let the client know that you need to know the full purpose of the call in detail to request the transfer (including salesforce account, name of person you are speaking with any questions they have in advance).

If a transfer is merited, a TL will take it. 

If a TL is unavailable to field the call, please let the client know they can expect a call back as soon as they are available. Open a case. 

Call Info

Call Number: @Call.number@
Call Type: @Call.type_name@
Call Campaign: @Call.campaign_name@
Call ANI: @Call.ANI@
Call DNIS: @Call.DNIS@
Call Start Timestamp: @Call.start_timestamp@
Queue Time: @Call.queue_time@

Agent Info

Agent ID: @Agent.id@
Agent: @Agent.full_name@ / @Agent.user_name@
First Agent ID: @Agent.first_agent@
Station Type: @Agent.station_type@