(855) 970-2671
sales@pronexis.com
ProNexis is ready to help you grow your business! We’re excited and eager to support you and make the transition as smooth and seamless as possible.
In an effort to provide as much information as possible we’ve put together this FAQ document.
Using a live approved call center is required and ProNexis is the preferred Mr. Handyman call center partner. We’re a PTN member and are focused on earning your trust and continued business each and every day. We have a very compelling story that improves your overall customer experience and business operation. With 14 years in the Home Services space, we know the consumer and provide exceptional service.
Costs are broken down into 2 components. The monthly base fee and the per-minute fee. The monthly base fee is $150 per office and covers all training, support and system management. The per-minute fee is $0.99. Our average talk time on a call is 2:32 seconds. We also provide a 3% PTN Rebate back to you as the franchise owner.
ProNexis is available 24/7 for support. You can forward calls to us if your office lines are busy, you have someone call out, or have a break in call coverage for any reason. We’re here for all your after-hours and weekend calls as well.
On average, the current speed to answer is 8 seconds (less than 2 rings). We operate to meet or exceed the industry benchmark service level of 80/20, which means that at a minimum, 80% of calls will be answered within 20 seconds (4 rings) or less.
Pronexis uses a script that was built with franchisee and Mr. Handyman leadership’s input. We can’t customize the script per location but, we do have location-specific information (e.g. your specific hours of operation, any fees you might want to charge, etc.) that agents can reference while on the call. This information is pulled from your CES profile.
The program is designed to be used as your office needs. We can support you if someone calls out sick, or business spikes make it difficult for you to quickly adjust your staffing. We have agents available 24/7 to take Mr. Handyman calls. If calls are missed on your end, they roll over to our center and we answer.
We can accommodate several programs:
We have a short 2-page document that every location signs stating you agree with our terms and conditions as well as program pricing. We believe earning your trust via service and results is paramount to our relationship, and therefore the term is month to month. Should you wish to discontinue your partnership with ProNexis, we only require a 30-day notice.
The messages will appear on the Bookings tab of the Call Screen on the left side of your screen in ServiceTitan - just as other messages appear.
Calls appear in Service Titan on the bookings tab on the left side of the call screen.
Pronexis provides call reporting via the MyPronexis dashboard. There you have access to the call activity report, call message report, and every call recording. We track calls, call length, dispositions, and other KPIs. All accessible through the dashboard.
The MyPronexis dashboard tracks all call recordings in the Call Activity report and this information is available in real-time 24/7.
The current Mr. Handyman program is answering service and message taking only. Due to popular demand, we are working on offering an appointment booking option for offices that would prefer this – just let us know if you would like scheduling support and we will work with you and the Mr. Handyman leadership team to define and rollout the scheduling solution.
