The purpose of this document is to outline a standardized process for our new and existing customers to order new work on their REW website, whether it's a template or a custom site. It is very important that all REW customers observe this format so we can ensure their tasks get into the queue quickly, and completed in a timely manner.
If you would like the REW team to perform work on your website, please use one of the following three options – thank you.
Option A: Contact a dedicated sales person by phoning reception and scheduling an appointment (877-753-9893), or, by filling out the request a quote form.
Option B: The Work Orders Forum – If you are already a client, we strongly recommend using the work orders forum for all new work requests, especially if you require a quick turn around time. The forum is managed by our in-house sales team, who do not provide advice (they only estimate clearly-defined requests) and do not speak on the phone.
Option C: If you would prefer to keep your work requests confidential, you can email the in-house sales team directly and they will email the estimates back to you.
I really need to speak with a human. To speak with a Real Estate Webmasters sales associate over the phone, see Option A, above.
Step 1: Customer requests an estimate on new work
All new work must be estimated – to expedite the process, please provide as many details and specifics as possible when requesting new work. Estimates are based on our team's best estimation of billable hours required for completion, however final billing is based on actual time required to complete the project, so final billing may differ from the original estimate. Estimates must be provided to the customer in writing either via email from a sales person, or posted as a response to your quote request thread in the forum.
Step 2: Customer receives and approves quote
Once a written estimate is received by the customer, the customer must approve the estimate in writing via email (to a sales person) or in a forum post.
Step 3: Deposit invoice is sent
Deposits are required for all work orders quoted over one hour. Once a customer approves a quote, billing will send an invoice for 50% of the estimated time for completion. No new projects may go into the production schedule without a deposit.
Step 4: Deposit is paid / project is created / production team assigned
Once billing receives the deposit, a project is created in our project management system and the team members are assigned. These production members will contact the customer directly to provide an expected time for completion, and to request any information needed to complete the project. *Please note, any delay in response from the customer will cause delays in the delivery of the completed project. Significant delay in response may result in the project being removed from the production team's schedule and/or any balance owing for hours completed to date to be invoiced.
Step 5: Project completed, balance due
Once the production team has completed the work order, the customer will be notified and an invoice for the remaining balance on the project is due.
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