New Prospect and Client Intake Instructions (New Customer)

New Prospect and Client Intake Instructions (New Customer)




This procedure applies to inactive customers in AT as well as to customers that have not opened a ticket or been billed by us in at least one year. They are to be treated as new customers.  The only difference is that instead of creating the account in AT, you will be editing their current AT account. 



1. Get ALL CONTACT INFO!

  1. Name
  2. Company name, email, phone(s)
  3. address(es) including apt/suite #
  4. Market Segment: Business, NonProfit, Residential
  5. If it's a business: Number of users
  6. Reference - how did they hear about us? 

WATCH FOR TYPOS.

2. Immediately Create New Account in AutoTask


  • Fill out all the proper information in Account. 

  • Last Name, First Name
  • Address
  • Market Segment 
  • Platform
  • Lead Source
  • Any Additional Information

  • Make sure to set Account Type to Prospect until T and C paperwork is returned.

  • Save all the information, and go to the Contact tab and Create a new Contact

  • Fill in all critical contact info including phone numbers, email and physical address. (You should have gotten this while performing the steps above.) 



  • A prospect is not a customer until they sign the T and C. For a new customer, before a ticket cannot be created, client must sign and return T and C via Docusign.  (There are templates there.) 



3. Once T and C is received:


  • Verify that the info the client provided is complete (full billing address, billing email address, contact email address, etc.) 
  • Adding client's billing address to "invoice preferences" in the client's  AT account. (This is critical for proper sales tax to show up in Quickbooks.)
  • Save PDF on SharePoint site:   /client paper work, reports and proposals/[client name - exactly as it is spelled in Autotask]
  • Change account type from prospect to customer. 
  • Choose a classification in AT account. 
  • Get credit card or ACH info info if appropriate. There is a Docusign for customer to agree to let us charge credit card. 

An appointment may now be scheduled. 


References Info

If prospect asks for references tell them:

  1. Break/fix clients can read actual testimonials from our clients at www.geekgirlsit.com. To protect the privacy of our residential customers, we do not provide references for clients who are not considering a managed IT plan.  
  2. For potential managed services clients we have references which we can provide after the customer receives a proposal from us.


Pricing for Break/Fix Customers: 



Fee Schedule as of 2024: $199 hour for business hours support. 

ON-SITE SERVICE CALL (within our service area) = Minimum of 1 hour. After the 1st hour billing will be prorated in ten-minute increments. No Trip charges no Travel Fees if the customer is inside our  normal service area. 


REMOTE SERVICE CALL = Billing is in 10-minute increments. No minimum.

EMERGENCY/EXPEDITE CHARGES: Please see  Policies for Expedited Service for non-Managed Services Customers​


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