Streamline Bulk Invoicing for Customer Support

Bulk invoicing for Customer Support

[Music] welcome everybody to another episode of tgard Insider my name is Brian doson I'm the West Coast sales manager for tgard and joining me today is Amanda Carol she's our customer service and billing manager Amanda how are you doing I'm great Brian how are you fantastic so Amanda and I have worked together many many years um actually started off in her Department before I moved on to sales and so Amanda I just wanted to give the audience a sense of how long have you been with tgard and then what exactly does your role in sure so I've been with tgard uh at the end of this month will be 18 years uh from myself and my team what we handle is the billing piece um also collections activations deactivations assisting dealers with whatever their needs may be U mostly pertaining to T .c and registering their units great no it's an important piece of our business and glad that they got someone capable running it um so so over the years you know i' I've had so many conversations with dealers you know mainly on products and features and uh benefits but you know the conversation sometimes shifts over to billing um and customer service side and so something that come that has come up a lot over the years is what is the final Network charge could you just Define that uh exactly so the final Network charge is exactly what it sounds like it is the final Network charge and that's going to be charged if a dealer deactivates a unit the following month they're going to see that final Network charge appear on their invoice um so you know we do not prate the service so as an example if a dealer were to go in today and deactivate a unit here on January 11th on their February invoice they're going to see the final charge for the service provided to that unit no yeah makes sense very straightforward um traditionally our dealers we build them direct for the service each month and something that I feel maybe not a whole lot of dealers are aware of is there's also a bundle billing feature with our monitoring station Partners could you kind of go over what that process uh consists of yes if a dealer would like to have their Central Station handle the invoicing it's a fairly simple process all they would need to do is contact their Central Station and let them know that they want the Central Station to handle the invoicing piece of their account we would receive a notice from the Central Station accepting responsibility for the billing of that dealer and then we would also need just something in writing from the dealer that would come to our customer service team relinquishing responsibility for the invoice to the Central Station also it the dealer gets to maintain their accounts they still have full access to log in to tog guard.com to register new units to see their active units if they need to make a change to one of their subscribers they would still maintain full control but it streamlines the process a little bit because now their Central Station is handling everything else as far as the billing great and they could always go back to uh direct billing with us if needed correct yes and they would just something again in writing to us letting us know that they want to be directly built for their accounts and we would make that change for them terrific you know it's it's great to have two options to present to them like that um another thing that kind of pops up time to time is you know how how does a dealer set up an automatic payment if a dealer wants to set up an automatic payment they would log into their account through HG guard.com there they would see a billing Tab and on that billing tab there is a pay nail button and that takes them directly into our payment system where it's solely for their account and they can add their credit card there they can set up the recurring payments to be processed monthly if they need to make changes if they you know are switching cards or need to make any changes they would just log right back in there and they can add a new card to the system so it gives them full control over that payment awesome yeah know that's great uh last thing for me uh I know recently we instituted a paper statement fee so kind of with that I just wanted to make sure the dealers knew how to set up e invoicing could you go over that process yes so in an effort to go green you know to help support the environment we decided to make that choice to really push for paperless billing and so the dealers would would do the same they would log in to tog guard.com click on that billing Tab and down there they would be uh see a a button that would say change delivery basically of how their invoices are delivered and they would sign up for the electronic invoicing there they can have multiple in uh email addresses that they can use to set up and or they can contact our customer service team and we can assist them with getting them set up for E invoicing they get their invoices much much quicker within the first five days of the month would have their invoice sent to their email where they would have access instead of having to wait for the post office to deliver it oh sounds like a very easy process I'm glad we offer that um last thing for me I I just wanted to uh let the audience know what's the best way to contact the customer service and billing team would you go over those options so there's multiple ways that they can contact us one of those being email which would be customer service . telular amc.com we also have a chat feature that is directly in telg guard.com where they would log into their account and then they can chat directly with one of our team members through telg guard.com there's a little icon down on the leftand corner when they log in to tg.com that they would see the next option would be by phone uh which would be 800 229 2326 and option three great feels like we're hitting all the your notes there so I'm glad we have a couple ways they can get a hold of us well Amanda I appreciate your time today thanks so much for educating the audience on you know this important side of the business and uh hope you enjoy the rest of your day thank you for having me I hope you enjoy the rest of your day as well take care [Music] everybody