FAQ s on ABCNVIRTUAL.com

FAQ’s on ABCNVIRTUAL.com

FAQ’s on ABCNVIRTUAL.com

FAQ’s on ABCNVIRTUAL.com

FAQ’s on ABCNVIRTUAL.com

(For ABCN (For ABCN(For ABCN

(For ABCN Members Members Members Members Use Use Use Only)Use Only)Only) Only)

UPDATED:

UPDATED:

UPDATED:

UPDATED: January 2009

January 2009

January 2009

January 2009

How does ABCNVIRTUAL.com work?

Securing Virtual Office services through ABCNVIRTUAL.com is done through an easy-to-use 3-STEP process with individual center pricing. The first step in the three step process secures the location and mail forwarding options, the second step helps the customer to secure the telephony component, and the third optional step highlights additional programs that the VO customer may choose to participate in.

Are all ABCN Member Locations able to participate?

Yes. All ABCN Members are eligible to participate in ABCNVIRTUAL.com, both as Provider Centers and Sending Centers. All ABCN Members will be required to sign the ABCNVIRTUAL.com

Participation Agreement attached.

What are the Provider Center and Sending Center responsibilities?

The Provider Center is the one providing location and mail forwarding services. The Sending Center is the center which sells VO services in other locations.

What Virtual Office Packages are being offered?

STEP 1 of ABCNVIRTUAL.com offers prospective clients with two VO packages to choose from. The first is Mail-only (no telephony), and the second is Mail + 16 hours conference room time (no telephony). These will be priced by the ABCN Members either per company or per location.

How does the Mail Forwarding work?

Also as part of STEP 1, the VO Client can customize his/her mail forwarding package based on type of forwarding and frequency. ABCNVIRTUAL.com tallies up an appropriate secretarial/admin rate for mail forwarding, and also advises the Client that additional postage rates apply (i.e. Regular Mail vis-à-vis Next Day Courier).

How does the Telephony work?

STEP 2 of ABCNVIRTUAL.com is the securing of a Telephony package, which include Automated Receptionists as well as Live Answering. All VO clients that purchase through ABCNVIRTUAL.com will have their calls routed through the ABCNVIRTUAL.com Call Center located in Salt Lake City, UT.

How do the Bonus Packages work?

STEP 3 is the final step in the process, bonus packages can be selected by the client prior to check out. These are meant to be auxiliary items and not material to the VO purchasing process in general.

What happens after a client makes a Purchase?

The client will receive an email pertaining to the documentation required to receive confirmation of their account. After the purchase online the client must complete, sign, and have notarized 3 copies of the CMRA form and required ID’s, and send them by fax and hard copy to

ABCNVirtual.com. ABCNVirtual.com will then forward 2 copies to the Provider Center.

How does the Billing and Collecting work?

ABCNVIRTUAL.com handles all billing and collecting from the VO Client, as well as all payments to either or both Provider Center and Sending Center. Additionally, any and all mail forwarding surcharges or a-la-carte in-center services purchased by the VO Client will be billed by

ABCNVIRTUAL.com, and paid to the center for said services. . Member will present full invoice to ABCN for all services provided to any Client on the 25th of every month via the ABCNVirtual.com internal invoicing system.

What happens if/when Billing Issues arise?

If a problem comes up with billing, such as an expired credit card, ABCNVIRTUAL.com Customer Service will immediately contact the VO client as well as either or both the Provider and Sending centers, notifying them of this discrepancy. If this is not resolved, the center will withhold the Client’s mail, and the telephony component will be suspended. Should the situation still not be resolved after several attempts to rectify it, the account will be terminated and turned over to collections for payment.

What happens when a client needs additional services like conference

rooms?

The client will need to contact the Providing Center directly for pricing and reservations. If and when a client makes a reservation and incurs on any costs, the Center must process these charges via the ABCNVIRTUAL Systems’ internal billing, which will then handle the billing, collections, and payments for said services. On any billable or reimbursable cost items, the Providing Center receives 70% of the billed and collected amounts; only on pass through services (such as taxes and postage) will the center receive 100% of said items (such as taxes and postage).

How do the Financials work?

ABCNVirtual.com is a wholesale system that consists of three components, One; ABCNVirtual system that receives 10% of the billed amount, Two; a Provider Center that provides center related services and receives payment for those services which are directly being provided to the VO Client, specifically location and mail forwarding services. The Provider Center receives 70% of the billed and paid services less any direct pass trhough costs such as taxes, etc. Three; the Sending Center, who makes the initial VO sale; and, who receives payment for those services which have been sold to VO Clients, including location, mail forwarding, and telephony. The Sending Center receives 20% of the total for the billed and collected services for the life of the customer, per the example below:

Provider Center Sending Center

V.O. Package Platinum V.O. Package Platinum Mail Forwarding Option Regular Mail Mail Forwarding Option Regular Mail Forwarding Frequency Weekly Forwarding Frequency Weekly Package Price $75 Communication Plan Automated Mail Forwarding Price $20 Package Price $75 Total V.O $95 Mail Forwarding Price $20 Provider 70% $67 Communication Price $99

Term Months 12 Total V.O $194

Total 70% $798 Sending Center 20% $39

Term Months 12

Total 20% $466

Is there a Set-Up Fee for VO Clients?

Yes, each ABCNVIRTUAL.com VO Client will be subject to a one-time set-up fee of $100. ABCNVIRTUAL.com system retains the totality of this amount.

Can anybody purchase a VO through ABCNVIRTUAL.com? Are there

restrictions?

Anybody interested in purchasing a VO through ABCNVIRTUAL.com can do so notwithstanding their geographic location. However, all VO clients must fill out the appropriate CMRA

documentation in the US and whatever other local postal or government documents are required in other nations; and, fax those documents to ABCNVIRTUAL.com with their signatures and required ID, etc.

As a Business Center Owner, how do I create My Account?

If you have not yet done so you will be walked through the process by an ABCNVIRTUAL.com representative. Together we will create your Company account, import your business centers from the ABCN database, and set up your reporting. You will be able to access the invoices that have been generated between ABCNVIRTUAL.com, the VO Client, and any one of your centers, as well as see a running tally of all monies owed to your Company by either being a Provider Center or a Sending Center. If you would like to have your account review or establish a sales white site, please contact an ABCNVirtual representative.

As a Business Center Owner, how can I access My Account?

Once your account is set up, you can access it by clicking on http://www.abcnvirtual.com/owner-login.php, and inputting your Username and Password. Once in your account page, you can then run the reporting based on Provider or Sending Center status. The reporting will display

between ABCNVIRTUAL.com, VO Clients and their centers. In addition, there are a number of other control panel items available to you from your account page such as: the ability to set your center’s pricing; add and delete centers from your own display database; change your password, etc., etc.

Can VO Clients also track their accounts on ABCNVIRTUAL.com?

During the purchase process the client establishes a username and password so that they may access their invoices, update their account, etc.

Can my Center Managers sell VO Services in other locations directly?

Absolutely. Center Managers should log onto their company’s ABCNVirtual.com account, click on “Sell a Virtual Office’, and go through the STEPS with the client. The system will track any sale automatically and credit your center as the Selling Center within the ABCNVIRTUAL System.

How does the ABCNVIRTUAL.com White Label Site work?

The ABCNVIRTUAL.com White Label site was developed in order to provide ABCN Members with a lucrative and unique wholesale cross-selling opportunity. Not only can Members sell services at their own business centers, but also to the vast inventory of locations other ABCN Members provide. The White Label site should be embedded into the ABCN Member’s website(s), has a built-in editor, and tracks any and all traffic from the Member’s website to ABCNVIRTUAL.com, and transforms that center into a Sending Center. In addition, if a Member would like a

customized individual VO marketing site based on the ABCNVIRTUAL system and database, that can be arranged by the ABCN Media team.

Each ABCN Member’s company has a unique white site URL associated with their account, which should be personalized to include company logos and contact information. You can do that by clicking on the “Manage Your White Site” section of your account page.

Can only ABCN Members participate?

Yes.

Can centers change pricing?

Yes, at any moment centers can adjust their pricing by accessing the Business Center Owner page http://www.abcnvirtual.com/owner-login.php and clicking on “Manage your Center’s Pricing”.

The Steps from Purchase to Confirmation

1) Client makes purchase online.

2) An email is sent to client to thank them for their purchase

3) ABCNVirtual Representative contact’s client to explain the documentation requirements (CMRA & IDs) needed to confirm the mailing address.

4) Client has 2 choices:

A) In the US, complete, sign, and have notarized 3 copies of the CMRA form and required ID’s, and send them by fax and hard copy to ABCNVirtual.com. In other countries we

follow the same process based on the local country’s individual postal documentation requirements.

B) Meet with Center Manager to provide CMRA form (or other locally required documents) and ID’s for verification by Center Manager to avoid the need for notarization (unless required by local government outside of the US).

Two Scenarios:

C) If client provides documentation to ABCNVirtual Rep, we then contact the Member by phone and email (we provide CMRA and IDs by email) regarding the close. Member then will set up the client’s account at the center (mail box) and provide us confirmation. D) If client provides documentation to the Center Manager, Center Manager is required to

contact us with confirmation of the set up for the client

Last Step: ABCNVirtual Representative sends a confirmation email to the client with a copy to the member.

Example of Confirmation Email:

Subject: ABCNVIRTUAL.com - Confirmation for Client Name with Company Name – City, State

Invoice Number: XXXXXXXX

Dear Client’s Name:

Thank you for your order from abcnvirtual.com.

Your account has been set up as of Day of week, Month Day, Year. You may now use your new corporate address for mail correspondence, on your business cards, on your website, etc. ABCNVIRTUAL.com becomes your local drop-off and pick-up point for all mail needs, as well as your professional setting for meetings within our prestigious conference rooms.

Your mailing address is: Client’s Company Name

Address Suite and PMB# if applicable City, State Zip

Here is Member Company Name’s contact info, a Preferred Member of the Alliance Business Centers Network should you need to check on your mail or book conference room time.

Name, Center Manager

Member Center Company Name Address Phone Fax Email

We appreciate your business and look forward to fulfilling your officing needs! Sincerely,

The ABCNVirtual.com Team (800) 869-9595

Nancy Duigou l Regional Manager, North America ALLIANCE BUSINESS CENTERS NETWORK

Email - [email protected]

1.800.869.9595 l Direct 949.330.6125 Phone 949.330.6111 l Fax 949.330.6110 www.abcn.com

Billing

Member will present full invoice to ABCN for all services provided to any Client on the 25th of every month via the ABCNVirtual.com internal invoicing system.

Three Dates to Remember:

25th – provide ABCN an invoice if client has incurred extra charges with you in the month. 1st – Client’s card will be charged

5th – ABCN Accounting Departments cuts checks to our members

Notes: If client purchases in mid-month. The month will be prorated thereafter client’s credit cards will be charged on the 1st of each month.

ABCNVIRTUAL.com PARTICIPATION AGREEMENT

The undersigned Preferred ABCN Member (the “Member”) acknowledges its participation in the

ABCN Virtual Office Program (ABCN

.com), and that Member remains bound by the terms

and conditions of their ABCN Preferred Member agreement, along with the following terms and

conditions:

Eligibility

Consistent with their existing ABCN Membership Agreement, Member acknowledges that their participation in ABCNVIRTUAL.com applies equally to all Members’ locations.

Services Provided by ABCN

This agreement allows Member to utilize the services of ABCN

.com in providing Virtual

Office Client(s) (“Client(s)”) with business center services, and also to own client relationships

within the context of the ABCN

.com system. ABCN will provide tools such as web links,

reservations, payment and collection systems, as well as marketing materials to Member for such

purposes. Member understands that within the ABCN

.com system, all communication

services provided to the Client will be the sole responsibility of ABCN.

Services Provided by Member

Member is responsible for providing ABCNVIRTUAL.com Clients with their physical address,

mailbox services, and any other facilities-related services normally associated with Virtual Offices

including but not limited to conference rooms, secretarial and clerical services, among others.

Member will present full invoice to ABCN for all services provided to any Client on the 25th of

every month via the ABCNVirtual.com internal invoicing system. Member will not be offering

communications services directly to the Client(s) without preauthorization of ABCNVirtual.com.

Member that is the service-providing center for a Client shall receive a total of 70% of the total

amount charged to and collected from the Client for the above Services Provided by Member. In

addition, when Member successfully sells ABCN

.com services to the Client, either directly

or through Member’s website, Member will receive a Client Ownership Fee equal to 20% of the

ABCN

.com gross revenue for the services purchased by said Client, including all

communications services revenues. Member will be paid the Fee on a monthly basis, on

approximately the 15

of every month following the provision of services.

Policies and Pricing

Client who purchases services with ABCN

.COM through this Program will be deemed to be

Client of Member. However, all ABCN

.com rules, policies, and operating procedures in

providing its services, including billing and invoicing, will apply to Client. ABCN reserves the

option to change any policies with 30 days notice. Additional information regarding

ABCN

.com and its terms of service, are found ABCN

.com

.

.

Signatures

No action taken will change the terms and conditions of this Agreement unless in writing and signed

by both parties. In addition, the parties acknowledge that they have the ability, right and authority to

enter into this Agreement and by their signature below, do so intending to be legally bound.

ABCN Member:

By: ______________________________Title: ______________________ Date: ___

ALLIANCE Business Centers NETWORK

:

By: __________________________

Title: _________________________Date:______

Live Receptionist Customer Call Flow Live Receptionist Customer Call Flow Live Receptionist Customer Call Flow Live Receptionist Customer Call Flow

www.abcnvirtual.com ● Customer Service: (800) 869(800) 869-(800) 869(800) 869---9595959595959595 ●FAX: (800) 589(800) 589(800) 589(800) 589----3128312831283128

Welcome to ABCN Virtual! We look forward to providing you with excellent customer service. Our Live Virtual Receptionist is just one piece to our communication solution. Please feel free to call us at any time if you ever wish to upgrade or modify your service. We are happy to assist you in any way that we can. The guide below will allow us to be clear on how you would like your phones answered and processed.

If you will be forwarding your number to our ABCNVirtual line: please list it here: _____________________

COMPANY INFO TO BE GIVEN OUT:

Company Name: (Phonetically if necessary): Website:

Address: Fax: Please list in 1 or 2 sentences what your business does: What hours would you like your calls answered by our

live receptionists?

am to pm Time Zone

(live answering available between 8am EST to 5pm PST, auto attendant after) What are the hours you would like us to transfer calls to you (if different)? What greeting would you like our receptionists to answer

your calls with?

Who would you like calls forwarded to?

Name: Department: Phone Number: Email: Name: Department: Phone Number: Email: Name: Department: Phone Number: Email:

What other information would you like our receptionists to know about to handle your calls: If you or your staff is unavailable to take a phone call

during normal business hours, how would you like your messages handled?

Messages can go to own voicemail, personalized ABCNVirtual voicemail, or an emailed message Name: Messages go to:

Name: Messages go to: Name: Messages go to:

After-hours would you like your calls sent directly to your ABCNVirtual voicemail?

Yes No

If no, what number would you like the auto-attendant to forward to? If yes, would you like one of our receptionists to record your voicemail for you? Yes No

If so, what would you like the voicemail to say? Do you need us to schedule appointments for you?

Yes No

If yes, please contact 800-869-9595 Do you need us to process orders for you?

Yes No

If yes, please contact 800-869-9595 Do you need us to make follow-up customer service

calls? Yes No

Emails received @abcnvirtual.com should be forwarded

where? or I will check my abcnvirtual.com account online Faxes received by my toll-free number should be

forwarded where?

(this can be an email address or fax number) or I will check my faxes online

Voicemail messages received should be forwarded where?

(this must be an email address) or I will check my voicemail online or by phone

___________________________________________________________________________________________________

Client Signature

(www.abcnvirtual.com/terms.html)

Welcome to ABCN Virtual! We look forward to working with you. Please contact customer support at 800-869-9595 with questions.

Auto Attendant Customer Call Flow Auto Attendant Customer Call FlowAuto Attendant Customer Call Flow Auto Attendant Customer Call Flow

www.abcnvirtual.com ● Customer Service: (800) 869(800) 869-(800) 869(800) 869---9595959595959595 ●FAX: (800) 589(800) 589(800) 589(800) 589---3128-312831283128

Welcome to ABCNVirtual! We look forward to providing you with excellent customer service. Our Auto Attendant Virtual Receptionist is just one piece to our communication solution. Please feel free to call us at any time if you ever wish to upgrade or modify your service. We are happy to assist you in any way that we can. The guide below will allow us to be clear on how you would like your phones answered and processed.

If you will be forwarding your number to our ABCNVIRTUAL line: please list it here: _____________

COMPANY INFO TO BE GIVEN OUT:

Company Name: Website: Fax: Please list in 1 or 2 sentences what your

business does:

What hours would you like your calls to ring to your phone?

AM to PM Time Zone: Phone Number: Never, I want ALL my calls to go directly to voicemail.

After-hours would you like your calls sent directly to your ABCNVirtual voicemail?

Yes

No If no, what number would you like the auto-attendant to be forward to?

Please choose one of the following selections as to what callers will hear.

Caller hears greeting prompt, caller name is recorded, and then caller hears music on Hold while transferring call to your cell, office or other number listed here:

Caller hears greeting prompt followed by music on hold while transferring call to your Cell, office, or other number listed here:

Caller hears, "Connecting Call" followed by ringing while transferring call to your Cell, office, or other number listed here:

Caller hears ringing only, while transferring call to your cell, office, or other number listed here:

Caller is sent straight to voicemail If you do not answer on your primary phone

would you like the call to be sent to a different phone number?

No

Yes If so what number would you like it to ring second?

Would you like one of our receptionists to record your greeting prompt, recorded name, and/or unavailable message for you?

No Yes

If yes, let us know what you would like each to say: Recorded Name

Greeting Prompt

Unavailable Message (voicemail) Emails received @abcnvirtual.com should be

forwarded where?

(email address)

or I will check my abcnvirtual.com account online Faxes received by my toll-free number should

be forwarded where?

(this can be an email address or fax number) or I will check my faxes online

Voicemail messages received should be forwarded where?

(this must be an email address)

or I will check my voicemail online or by phone

___________________________________________________________________________________________________

Client Signature

(www.abcnvirtual.com/terms.html)

Welcome to ABCNVirtual! We look forward to working with you. Please contact customer support at 800-869-9595 with questions.