Client operations · Live demo
Service request intake for business clients
Takes service requests from retainer clients by chat, email or phone, checks them against the service catalogue and the days left, and logs them for the account manager.
Talk to Ivy at Pellbridge Consulting
Pellbridge Consulting is made up. Ivy is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.
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The problem
Retainer clients send requests to whichever consultant they know best, by whatever channel is closest. Requests get lost in personal inboxes, and nobody can see how much of the retainer is used until the month is over.
How it works
- Takes requests by website chat, email or phone, at any hour
- Matches each request to the service catalogue and its usual number of days
- Checks the client's retainer balance for the month
- Asks the one or two questions the team needs to start
- Logs the request with a reference and sends it to the account manager, who confirms the date and team
- Never agrees extra days or delivery dates itself
What it connects to
- ClientHi, it's Henry at Maplecourt Hotels. We need a competitor pricing scan for our three Singapore hotels before our board meeting on the 20th.
- AgentHi Henry. That's a market scan under your advisory retainer, which is usually 3 service days. You have 3.5 days left this month, so it fits. Which competitors should it cover?
- ClientThe five hotels nearest each of ours. Room rates and meeting packages.
- AgentGot it. I've logged it as request SR-5528 and sent it to Kenneth Chow, your account manager. He'll confirm the delivery date within one working day, working back from the 20th.
- ClientCan you make sure Joanne does it? She did the last one.
- AgentI've added that to the request. Kenneth confirms who's assigned, since it depends on her schedule, and you'll see it in his reply.
Illustrative conversation. Names, numbers and details are made up.
Related examples
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Escalation triage for account managers
Takes calls and emails from unhappy clients, checks the engagement record, sets the urgency and gets the right partner and account manager on it with a summary.
Change request intake for project clients
Captures client requests to change a project's scope, checks them against the agreed statement of work and logs a change request for the engagement manager to price.
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