2.8 KiB
2.8 KiB
DNA Communications — MDU Call Handling Guide
Purpose: Provide after-hours, overflow, and internal call handlers with the correct property-specific offer and intake instructions for DNA Communications MDU campaigns.
White Oaks Apartments
Dedicated DID: 815-561-7133
Service: Fiber internet
Packages
- 300 Mbps — $40/mo
- 500 Mbps — $45/mo
- 1 Gig — $50/mo
- 1.2 Gig — $100/mo
- 1.5 Gig — $120/mo
Offer Terms
- Free installation with 12-month agreement and autopay
- Price guarantee available for up to 5 years
- Offer applies to White Oaks Apartments
Call Handling
- Confirm service address and unit
- Confirm requested speed/package
- Collect caller name and callback number
- Note that the lead came through the White Oaks DID
- Escalate technical or eligibility questions to DNA Communications staff
Grand Victorian
Dedicated DID: 815-217-0263
Service: Internet and phone service delivered through the facility's existing in-building wiring
Packages
- Internet — $55/mo
- Phone — $35/mo
- Internet + Phone — $65/mo
Internet Speed
- 50 Mbps download
- 10 Mbps upload
Phone Service
- Unlimited calling within the U.S. and Canada
- Applicable phone taxes/fees may apply
Important
- Do not describe the resident service as fiber internet.
Call Handling
- Confirm service address and unit
- Confirm requested service: Internet, Phone, or Both
- Collect caller name and callback number
- Note that the lead came through the Grand Victorian DID
- Escalate technical or eligibility questions to DNA Communications staff
Countryside Village
Dedicated DID: 815-561-7002
Service: Internet and phone service delivered through the property's existing in-building wiring
Packages
- Internet — $55/mo
- Phone — $35/mo
- Internet + Phone — $65/mo
Internet Speed
- 50 Mbps download
- 10 Mbps upload
Phone Service
- Unlimited calling within the U.S. and Canada
- Applicable phone taxes/fees may apply
Important
- Do not describe the resident service as fiber internet.
Call Handling
- Confirm service address and unit
- Confirm requested service: Internet, Phone, or Both
- Collect caller name and callback number
- Note that the lead came through the Countryside Village DID
- Escalate technical or eligibility questions to DNA Communications staff
General Call Handling Rules
- Use the dedicated DID to identify the associated MDU campaign.
- Confirm the caller's property address and unit before quoting pricing.
- Quote only the pricing assigned to that property.
- Collect the caller's name, callback number, unit number, and requested service.
- Clearly identify the property name in any lead, ticket, or follow-up note.
- Escalate technical, billing, or eligibility questions when the answer is not explicitly covered above.