Working together
We are always listening to feedback and making improvements to our processes to ensure we provide an unmatched level of client service. To help us accomplish that, our team is using a client and project management system called Karbon to manage how we work together. Karbon is a secure checklist request and job management tool that will add tremendous value to our relationship. The benefits of this system include:
- One consolidated place to see all outstanding requests, submit documents to us and communicate together.
- Improved response times.
- Reminders for our clients that need a little more support.
- Centralized communications with your entire service team.
How does this impact you?
From time to time, you will receive an email from a DiMercurio Advisors team member containing a checklist of items. This checklist is sent to you via Karbon. Watch the video below to see what this looks like. When you receive an email containing a checklist, you will be able to click a magic link that will take you to a unique Client Portal, listing all of your items that need to be completed.
Your Karbon Client Portal will provide you with a personal checklist that requires completing. We will provide detailed instructions and requirements for each item. If the item requires, you will be able to upload documents as well. On completion, please mark the item as complete to instantly notify us.
Collaborating with you in this way will ensure that you know exactly what is needed for us on the job you've asked us for assistance with. You'll also receive automated reminders if there is any outstanding information we're waiting on. This will make our communication together smoother and enable our team to service you more efficiently.
Maximizing our experience together
We want to make sure we're both working together to maximize our experience working together. Here's a few quick tips and tricks to help:
- Whitelist @DiMercurioAdvisor.com in your email settings. This ensures you always get our emails.
- Create an account in the Karbon Client Portal. HOWEVER, make sure you use the email address we have for you. If you aren't sure which email address that is, wait until you get your first task request from Karbon and then create an account from that email - it'll guarantee your email address is linked properly.
- Bookmark this page. We've been updating it along the way to ensure our clients are fully informed.
- Ask us questions! You aren't going to loose the human touch with our team. In fact, using Karbon has allowed us to increase the human touch in the most effective areas.
Answering a Karbon request
Need to send us a request?
We have restructured and refocused our production teams to create structure around areas of specialty or expertise. When you reach out to us, we want to make sure your request makes it to the best person on your team. This structure ensures you are always receiving the best quality of service and that we are able to efficiently process your request. We know sometimes it might feel as if it's getting confusing if you are receiving emails from several different team members at different times, however with Karbon you can always go your Client Portal and see everything that is outstanding.
To help make this a simple as possible, we recommend that you reach out to us using one of our departmental email addresses when you have a request:
By doing this, we can help minimize the bouncing around between team members and can get you the best response from the best person as quickly and efficiently as possible.
You'll still get the human touch
We want to make sure that you know we're people too and will be communicating with you directly - whether that be inside of Karbon or on the phone. While Karbon does offer many automations to help make us working together great, there's still people behind everything we do. Our ultimate goal is to get you answers to your questions at the speed you're seeking. We strongly feel Karbon will help us accomplish this.
