Structured onboarding process and dedicated onboarding team
For all of our new customers, our specialised team manages a structured 35-day process – the service level agreement currently defined is for the contract to go live in 35 days!
We work with you to set up contracts, agencies, payment accounts, automation flows, training so everything goes smoothly from day one.
Our comprehensive process includes:
- Customer Due Diligence
- Process mapping/information exchange
- Configuration and system set up
- Training
- Hyper care support
- Post Implementation Review
During onboarding and then for the first 4 months / 100 port calls, new customers are handled by our “Hyper Care” team. This proactive strategy ensures seamless processes during/after implementation as well as ironing out hiccups if any.
From the start, you’ll have access to 24/7 customer service, LiveChat, and a dedicated Key Account Manager.
Read our brochure on our structured 35-day onboarding process
Onboarding FAQs
Does your company obtain confirmation from the customer prior to making, agreeing or releasing any payments?
During the onboarding process, each customer advises on their current DA and payment approval process which can be replicated in the DA-Desk System. Only once all approvals have been received, as per the customer’s approval matrix, will the PortPayables team initiate a payment. For audit purposes, there is an audit trail indicating when and who approved a particular payment transaction.
Do you provide customer support (e.g. manage queries on a day-to-day basis)?
Yes. Our Customer Success team members are highly experienced and knowledgeable professionals who have proven problem-solving skills. They provide 24/7 support through phone calls, live chats (with actual people, not bots) and emails.
