888-982-8126

WorkWeb – Back-Office and Account Support

WorkWeb Account Support Module is an Ecosystem module that will change The Channel forever. The entire WorkWeb User Community, including the Channel of Telecom Brokers, Master Agencies, Managed Service Providers and Value Added Resource Providers business models will be enhanced through this ecosystem module.

For the SMB Market – this allows industries to unify, just as The Telecom/IT/Cloud Channel known as “The Channel” is doing.

For Independent Individuals – this allows anyone with an mTusker account, to advertise their special skill set, that would be desired as an operational work outsource to customers that are being tracked in an mTusker CRM account by another company.

With WorkWeb Account Support module, you can participate in 2 ways: Account Support Purchaser or Account Support Provider.

Account Support Providers are companies with specific operational expertise, willing to provide that expertise to other companies on a contracted basis. Account Support Providers are able to advertise these services freely to the mTusker User Community.

Account Support Purchasers are companies with a strong sales focus and a desire to partner with one or more Account Support Providers for operational support on a contract basis. Account Support Purchasers are able to browse the list of providers and read through the services that they provide by reading their descriptions.

Account Support Providers and Account Support Purchasers can add the module to their accounts for free and allow as many of their CRM users as they desire to view the module. The module is free because there is a financial negotiation that occurs between Purchaser and Provider that is unique and discrete for every case and connection.

This module allows teams of selling focused companies to join seamlessly with only the need-to-know operational information with operationally focused teams. In competing CRM solutions, a selling team can engage with an operational team and spend a lot of effort managing the work load in a full duplication of work.

Practical Examples

The Old Way:

  • Customer has a problem. Customer Calls or Emails their provided escalation point.
  • Support Purchaser opens a problem ticket on their CRM tool and Support Provider receives an email or a call from the Purchaser.
  • A second Problem Ticket is opened on a second CRM.
  • Both teams are entering duplicate, spending a lot of time on the phone and/or emails and/or portals to communicate updates.
  • Both teams are attempting to make the problem go away for the customer as fast as possible and with the minimal amount of pain and mystery as possible.

The New Way:

  • Assume the customer has Client Access User Access & the customer has a CRM account that is part of the Account Support Module that is connected to an Operational Provider.
  • Client has a Problem. They log into mTusker and open a Problem Ticket on the mTusker CRM account they have access to. They may even IM directly with Operational Staff.
  • Account Support Seller communicates directly with the customer and with the Account Support Seller natively inside the Purchaser CRM account.
  • Account Support Seller has only need-to-know information and all three parties are able to interact seamlessly on a single Problem Ticket Record as a single unified team.
  • The levels of control in this process are deep – cutting the customer interaction out of the system completely or giving them only limited vision privileges.

The result is that the customer has a faster, less frustrating experience to the resolution, and the Account Support Purchaser and Account Support Provider waste less time and are able to behave as one organic team.

  • This applies to Project Management that may fall outside a Problem Ticket scenario.
  • This applies to Jobs management – where the process of execution is being managed by milestone.
  • The levels of control in this process are deep – cutting the customer interaction out of the system completely or giving them only limited vision privileges.

Scenario 1:

  • Account Support Purchaser wants 100% predictability of cost.
  • Result would be a relatively high dollar figure/ account/ month over the negotiated term and $0 per event.

Scenario 2:

  • Account Support Purchaser wants a low base line cost/ month, understanding that their customers are well taken care of if an event happens.
  • Result would be a relatively low dollar figure/ month over the negotiated term and a negotiated rate for Problem Tickets and MicroProjects and Jobs.

In Practice – the negotiations take many forms.

Scenario 1

  • $50 per month per account & $0/Problem Ticket; $0/MicroProject; $0/Job

Scenario 2

  • $2.50 per month per account & $40/Problem Ticket; $80/MicroProject; $120/Job

It would be up to the Provider and Purchaser to design and sign their own MSA and SOW’s and Rate Schedules and Roles/Responsibilities and definitions of Types of Problem Tickets, MicroProject and Jobs that fall under the MSA and SOW.

All we know is that the negotiated numbers are locked in for the negotiated term, accounts are pushed into the Support Bucket, teams are assigned and joined and mTusker.com charges the Purchaser their WorkWeb Fees + the Account Support Fees. WorkWeb retains $2.50/account/month that is pushed into the bucket and we pay the Provider every month less CC fees and our Transaction fees.

Click Here to speak to an mTusker Representative about becoming an Account Support Provider. Change the way you do things! Or Start a new business!

X

mTusker base quick start guide

All new accounts need to spend some time personalizing individual users and security. The administrative section of the website provides access to:

  • Manage your company profile (address, billing information, selected Modules, etc)
  • Group Security Settings
  • Widget Security
  • Table Maintenance (define drop-down values for entire site)
  • Stage Table (define the various stages of your sales cycle)
  • User Defined Fields (define fields for the collection of customer-specific information)
  • Company News List (create customer announcement messages to display on the home page)
  • Below is sequence of tasks that should be followed when setting up for the first time.

Step one

create the empty SaaS account, by clicking the "Sign-up" button at the top of the screen. By default the Account Owner will have full admin rights.

Step two

  • Go to Manage Company Profile.
  • Select the set of products you wish to have.

Step three

  • Create security Groups for each purchased product!
  • Administrative rights can be assigned to additional users by using the "Admin".
  • CRM is for CRM features only - there are no admin features in the product.

Step four

  • Add your users.
  • If the person is a manager and has people in the user group that report to them make sure to check the management box.

Step five

  • Assign the users the modules you wish to have them access - once you give it to them and confirm mTusker will charge them for this - you cannot remove it so be careful.
  • Based on the products you can now give that person appropriate security groups.

Step six

  • Set up Widget security.
  • Go to Widget Security and set up widget security group.
  • Assign widget groups to users.