BML is dedicated to providing courteous, respectful and timely customer service. In fact, customer service is the heartbeat of BML’s operation and its partnerships with newspapers and media groups.
BML’s customer service and order-fulfillment process begins once a newspaper partner emails a pdf copy of the signed SMB client’s purchase order to BML’s Customer Service Department at email@example.com. Following receipt of a SMB client’s purchase order, BML’s Customer Service Department sends a welcome email to the SMB client, confirming receipt of the purchase order and the digital services purchased. In addition, the next steps are delineated in the welcome email, so the SMB client understands what to expect throughout the process.
A follow-up welcome telephone call from BML’s Customer Service Department is next. The welcome email also includes a link to a questionnaire; based on the digital services selected, specific questions are asked, goals are identified and deliverables are explained. Details for design and order fulfillment are requested with a 48-hour deadline for receipt unless the client specifically requests more time. From that moment, BML’s production team kicks into gear. BML guarantees delivery of the featured directory listing within 10 days and websites in 30 days following receipt of all of the information, photos and other materials needed to produce the SMB client’s order.
Clients receive constant email updates every step of the way. An email is sent once the listing is completed, requesting that the SMB client review the work. One round of revisions is processed, and the listing is then approved for publication. Optimization begins the day after the featured listing is posted on the local directory, and the client is sent reports via email after the first 60 days are fulfilled from the point the account goes live and every 30 days thereafter. The SMB client is given access to all future reports, which are available through the online, passcode-protected dashboard.
BML is committed to keeping clients informed. We believe in delivering on our promises.