(855) 970-2671
sales@pronexis.com
Two years ago Molly Maid started working with ProNexis to develop a better lead handling solution for the Molly Maid system. The first test location was using a system that was not efficient nor effective. The lead could be handled by the ProNexis software, but then the agents were using a shared Google calendar to schedule appointments and pass them to the location. Today the program is automated from inception of the lead all the way until the lead and appointment for an estimate or OTC arrives in CLEO. Here are some of the milestones along the way:
Q1 2018 - MM of Livonia, MI starts using ProNexis for overflow and some weekend coverage.
April 23, 2019 - MM of Temecula, CA starts using ProNexis..
July 2019 - ProNexis completes the first version of integration.
July 2019 - October 2019 - Weekly, and sometimes daily updates to the integration are made.
October 2019 - Three new MM offices start using ProNexis.
November 8, 2019 - Integration with merchant services provider E-Processing completed.
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.
As an incentive to encourage Molly Maid offices to consider ProNexis as their call center provider, any office that commits to signing up for their services by the end of 2019 will have their $250.00 setup fee waived. The office will then be able to choose the month in Q1 of 2020 that they would like to go live with ProNexis.
Costs are broken down into 2 components. The monthly technology fee and the per appointment fee. The monthly technology fee is $150 per office location. One-time clean sales are $15.50 per booking and estimate appointments are $22.00 per booking. These costs are the same regardless of outbound or inbound call types, or the timeframe in which the appointment is booked (during or outside of office business hours).
For Q3, 2019, 46% of our conversions were Estimates and 54% were One-Times.
ProNexis is available 24/7 for support. You choose when calls are forwarded to our center (after business hours) but we’re here for you all the time.
On average, the current speed to answer is 15 seconds (3 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 Molly Maid leadership’s input. We can’t customize the script per location but, there are 3 specific items customizable to each location. They are warranty info, credit card policy, and your office specific cancellation policy. These details are gathered during the setup phase of your account with us.
We have full integration with Card Connect Pro (eprocessing portal) for tokenization of credit cards. If you do not use Card Connect Pro, the credit card information is still available to you through the Vault in the MyPronexis portal. During your onboarding, you’ll be provided instructions for accessing the credit card information.
Within your MyPronexis portal, there is a report where you can access the credit card information. This is the secure vault mentioned above. Currently, only those cards we do not tokenize are available in the vault, however we are looking to enhance this process and make information for all credit cards available.
We can accept the same credit cards that are currently accepted by CLEO (Visa, MC, Discover).
The call center will soft transfer the call to the local office. If no one answers, the agent will email the customer or lead’s information over to the office.
As part of the CLEO integration, we are not able to manually add the appointment to the calendar. We will call the local office, confirm whether or not taking the appointment is acceptable, and then email the information over. Pronexis will then manually add the appointment/sales fee to your monthly invoice.
We will soft transfer these calls to you. This means we will put the caller on hold, call your office on the other line, and then connect your office with the caller once we’ve explained the situation and your office is ready to answer the call. If no one answers, the agent will email the customer’s information over to the office.
The system is designed to be used as your office needs. You can turn call forwarding on and off (during business hours) based on the capabilities of your phone system. Web leads, however, cannot be turned on and off due to the follow-up queue used by Pronexis and the confusion it causes a customer if both Pronexis and the office are trying to reach out to them.
Mypronexis.com has a whole set of reports and tools for your office to use to support your business. Call recordings, call reports, marketing reports, appointment reports, etc. are all accessible 24/7 for your office staff to review and access. We do not send any automated reports at this time.
We can accommodate several programs:
We guarantee that you will have the opportunity to meet with the estimate appointment lead or meet with the person that has scheduled a one-time clean. If the customer is not available for an estimate, cancels the estimate or one-time clean before the appointment, notify us within 48 hours and we’ll first attempt to re-schedule, and then refund your money if we’re unsuccessful. To clarify - if the local office has been in contact with the customer, they can reschedule as needed. If the customer has only been in contact with ProNexis, we are more than happy to attempt to reschedule. The local office will simply need to let the account manager know if the customer has stated they do not wish to reschedule, and we will not attempt to reschedule. We will credit the fee for the sale back on the invoice.
As part of our outbound lead follow up, SMS texting is used to contact the consumer. If the lead wants to communicate with Pronexis via texting, we can take them through the scheduling process all over text message. The SMS number that ProNexis will use will be a new, custom, local number and ownership of that phone number can be transferred to the franchise owner if needed. If the customer calls the SMS number, it has been set up to ring to the call center.
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.
