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How Scanifly Supports Deal Desks

At Scanifly, we understand that high-performing sales teams are often supported by dedicated internal or third-party design teams, commonly known as a "Deal Desk." These teams are power users who require fast, expert-level support to maintain their high output.

Unlike other platforms, we don't see your deal desk as a back-office function. We view them as a critical component to your success. Our philosophy is simple: we consider every person who interacts with your business's workflow as someone we need to serve.

This guide outlines our specialized support structure designed to empower your deal desk, ensuring they are as efficient and effective as possible.

 

A Partnership Approach to Support

1. Unlimited Access for Your Entire Team

Scanifly's pricing is not based on user seats. This means you can add your entire deal desk—whether they are domestic employees or overseas virtual asssitants (VAs)—to your account at no extra cost. We treat every member of your team as a part of your company, granting them full access to our platform and support resources.

 

2. Dedicated, High-Priority Support Channels

We know that for a deal desk, time is money. A bottleneck in design can delay sales. We offer multiple channels to ensure your team gets the help they need, when they need it.

  • Real-Time Live Chat: Our primary support channel is staffed by US-based former solar professionals from 9 a.m. to 9 p.m. Eastern Time, Monday through Friday, with typical response times under two minutes. This is perfect for quick questions and immediate troubleshooting.

  • Dedicated Slack Channel for select partners: For our deal desk partners, we create a private Slack channel. This provides a direct, VIP line to our support and customer success teams for more complex, conversational problem-solving, workflow advice, and priority assistance.

 

3. Comprehensive Onboarding & Continuous Training

  • Hands-On Onboarding: We onboard your new designers as if they were our own employees, regardless of their location or time zone.

  • Tailored Training: We use a variety of methods to ensure your team feels comfortable and confident, including group calls, one-on-one sessions, custom Loom videos, and detailed SOPs.

  • Quality Assurance Audits: To ensure consistency and quality, we can perform design check-ins, create graded design exercises, and provide direct feedback to help your team master the platform.

4. Proactive Engagement & Optimization

Your team’s needs will evolve, and so will our platform. We stay engaged to ensure you’re always operating at peak efficiency.

  • Recurring Strategy Calls: We can schedule bi-weekly or monthly check-ins to review new features, share time-saving hotkeys, and discuss any challenges your team is facing.

  • New Feature Walkthroughs: As we release platform updates, we’ll proactively meet with your team to walk them through changes that are relevant to their high-volume workflow, ensuring they can leverage new tools immediately.

 

Frequently Asked Questions (FAQ)

Q: Our design team is based overseas. How does your support accommodate different time zones? A: We are committed to supporting your team wherever they are. Our standard support hours (M-F 9 a.m. - 9 p.m. ET) provide significant overlap with international business hours. Furthermore, we will schedule dedicated onboarding and training sessions at times that are convenient for your team.

Q: What happens if our team needs help with a design? Where is the line between platform support and free design work? A: Our primary goal is to support your team in using the Scanifly platform. This includes troubleshooting bugs, answering feature questions, and providing workflow advice. While we will always step in to help unblock your team, this partnership is not a substitute for our paid design services (MaxFills and Site Models). If we notice a pattern of requests that fall outside of platform support, we'll have a transparent conversation about how we can best meet your needs, which may include leveraging our on-demand design services for overflow.

Q: We already have our own process in Salesforce (or another CRM) for managing design requests. Do we have to change it? A: Not at all. You can maintain your entire existing workflow and simply substitute Scanifly for your current design software. For companies that are interested, we can also demonstrate how Scanifly's internal design queue and reporting can provide enhanced visibility into turnaround times and team metrics.