We centralized intake and routingEveryone who accepts service at our company—whether registered agent, local branch, store, or HQ—sends each request to one place for assessment.
Intake assessment items
☐ Confirm obligation to respond
☐ Sufficient info to gather a response
☐ Route to process team or escalate to legal
We send acknowledgements to issuersAfter we receive a request, we notify the issuer of any additional information needed, the expected timeline for response, and estimated cost to respond.
We created template communicationsWe use a system that generates routine internal and external communications from templates, then sends and stores them automatically.
We store everything online in one placeEverything is online, from key details like status, deadlines and issuer contact info to internal communications, correspondence, response docs, and invoices.
We deliver responses via an online portalInstead of shipping, we make responsive documents available using an online portal that sends notifications and shows us when the files are downloaded.
We developed a cost recovery policyWe decided on a consistent approach to when and how much we would charge for responses.
We streamlined our invoicing processWe use a template for a custom invoice if we need one and save time with preconfigured invoices for frequently requested records.
We set up reporting on key metricsWe make decisions based on key information: request types and numbers, turnaround time, costs recovered, etc.
Types of reports to run
☐ Trending request types
☐ Average cost recovery
☐ Average turnaround time