Vendor Relations and Complaints Team Workflow

Vendor Relations and Complaints Team Workflow

   A. Identify Potential Clients

     1. Research and identify companies that could benefit from our services:
        → Look for:

• New trends that are starting.

• Groups of customers that other companies are not serving.

• Changes in population that could create new opportunities;

• Read reports about your industry.

• Check economic forecasts.

• Analyze data on how customers shop and behave.
  -> Check already existing clients in Workiz: Commercial/Residential clients that have at least 2 successfully done jobs/WOs with us (e.g Patrick Kennedy ID #172290);

2. Initiate contact with potential clients to understand their needs;

3. Provide detailed information about our services requirements;

4. Gather required information from them.   
   -> what services they need to be provided;
   -> what rates they wants us to charge;
   -> if it’s a maintenance company: what clients they have;
   -> what payment system they use and if we need to work with their portals;   
   -> contact references for: service team, AP team, management;
   -> what is their ETA to submit an invoice/quote;
   -> collect necessary documents for setting us up as a vendor (e.g., W-9, COI, references).
   
   

    B. Client Onboarding

• Facilitate the process of signing up new clients:
  -> Confirm who do we contact: the company or the client directly;
  -> Sign up for their training/online call (if they have one);

• Submit all required documents to the client for vendor approval.

• Ensure client portals are set up and functional if required. 

     C. Client Relationship Management

Document Management:

- Ensure all documents related to clients are current and accurately filed.
- Update records promptly when any changes occur (e.g., new terms, contact information).
- Add new contacts (e.g., accountants, agents) to the client details as needed.

 Maintain Up-to-Date Records:

  - Regularly review client records to ensure they are up-to-date.
  - Promptly update records with any changes in client information or our company details.
  - Ensure that all team members are informed of any changes in client details.
  - Share information about new clients and updated requirements with relevant departments.

Handling Complaints and Requests:

• Address any complaints from clients promptly and professionally:
    -> Means acting swiftly and within a defined timeframe, ideally acknowledging receipt of a complaint within 24 hours.
    -> Professionally signifies maintaining a calm, empathetic, and respectful demeanor, avoiding defensive language, and focusing on active listening to understand the client's perspective. It also encompasses proposing fair solutions and communicating them clearly.

• Respond to client complaints immediately and work towards a resolution.

• Document complaints and resolutions to track patterns and prevent future issues.
  
  

Maintain Good Relationships:

  - Update clients about any changes in our contact information or terms.
  - Ensure that all client requests are addressed promptly.

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