Customer Q&A
How do we get started?
We start by having the YourLink Account Team gather all of your telecommunications information such as circuit id's, billing information, contract expiration dates, copies of executed/existing contracts and maintenance information. Basically, you give us all of your telecom information and we populate it into the YourLink portal.
I am not sure what I have. I don't have copies of contracts, circuit information, billing account numbers etc.. How do I compile that information?
No problem. Our YourLink team can do the dirty work and obtain the information from your providers, bills and any other and populate your portal for you.
Is the portal user friendly?
Absolutely! We do provide a day of YourLink training and by the end of the training; you should have no problems navigating through the portal. YourLink is divided into three sections:
Inventory — All of your documentation
Tickets — All open and closed tickets handled by the YourLink team.
Analytics — Which allows you to group reports.
How much detail can I add into my inventory?
We highly recommend everything you have which include circuit id's, account numbers, copies of signed contracts, expiration dates, phone numbers, SLA's, maintenance information, contact information, and monthly costs.
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Will you look for past billing errors initially?
Yes we do. And we do not charge a percentage of cost savings.
How do we track on an ongoing basis what you are working on for me be it billing dispute, a quote, or maybe a move/add/change?
Our online portal has a real time ticketing system that allows us to open a ticket and provide real time updates to whatever task we are working on for you. So your portal not only provides you a source of information on assets, but also lets you manage our status updates on issues we are currently working on.
I have multiple carriers that handle my landline and mobility services.
Can you work with all of these companies?
Yes. Our company has an 18 year history of working with Telecommunication Company back-offices on a global scale. We have a very good understanding of how they operate and how to get things done expeditiously. We are also very familiar with the various carriers' price points and which allows us to reduce your billing in various areas.
I just had an audit done on my Telecommunication services.
Why do I need YourLink?
Auditing bills is just one service among many that we provide our clients. And along the lines of auditing, we do it monthly to make sure bills are accurate. Most auditing companies come in, conduct the audit and leave. And again, YourLink is so much more than auditing.
I already have a TEMs software that "raises red flags" on my billing.
Why would I need your service/portal?
TEM software is just that—software. All it does is allow you to plug in generic approximate amounts of what your bill should be every month. You still have to look at your bills and bump them up to match the software amounts. It doesn't hunt down credits for billing errors. It doesn't call Verizon because a mobility device isn't working correctly. There really is no carrier diagnostic help desk that goes along with a TEM. It's very limited and is one dimensional in its offering YourLink offers great variety and a tremendous value of time and cost savings. We take the best of TEM technology, audit concept and help desk and wrap it into an impactful service.
What are some of the most common issues you work on today for your customers on a daily basis?
Our task lists are never really the same for our customers on a daily basis. We quite a bit of bill auditing, billing dispute dialogue, credit recovery, circuit outage management, move/add/change, mobility trouble, RFP, and project manage implementations.
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