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Program Structure — 3 Weeks Week 1: Classroom Training (Days 1–5) Read through the KB articles in the order listed below Complete quizzes at the end of each section Shadow experienced agents on live calls Practice in the Powercode training environment Week 2...

Phone Etiquette Bertram Communications was built on strong customer relations. The customer experience is our number one focus. When we provide high-quality and consistent service, the customer knows they can always count on us and our business will grow. Open...

Company Overview & Support Hours Our Brands Bertram Communications LLC operates four ISP brands: Bertram Wireless — Wireless + ALL Wisconsin fiber. Door County Broadband (DCB) — Wireless, Door & Kewaunee Counties, WI XL Broadband — Wireless, Indiana & Illinoi...

Account Security & Identity Verification Bertram Communications is classified as a utility. We are legally mandated to verify the customer's identity before accessing any account for any purpose. What Requires Verification Everything. Any time you access an ac...

New Installation — Home Owner (Wireless) Step 1: Create Lead Account Enter customer info in Powercode before checking the shot: name, phone, email, address, referral info, and billing county. If we don't have their contact info, we can't notify them if we buil...

Sales Procedure When a Customer Calls About New Service Add customer info to Powercode (Name, Email, Phone, Location, County) and create their account Determine if you can provide service (check elevation profile) If Yes: Give them correct pricing for their...

Wireless Sales Call Script (Detailed) Authors: Chris Bratcher, Mark Will | Updated: August 2024 Call Pick-Up Introduction Introduce yourself Confirm the customer is looking for internet service If possible, determine if the service is Fixed Wireless or Fiber ...

Costs of Services & Upgrade Checks Service Call Costs Accessory Costs 5ft Tripod: $65.00 10ft Tripod: $160.00 Non-Pen Mount: $200.00 Additional Labor: $50/hr ($25 per half hour) Installation — No Contract (signs Terms & Conditions) Installation Fee: $59.95 ...

Fiber Sale Call Guidelines Author: Chris Bratcher | Updated: August 2024 Call Pick-Up Introduction Introduce yourself Confirm the customer is looking for internet service Obtain the customer's address Determine if the service they need is Fixed Wireless or Fi...

Delinquent Accounts Timeline Accounts go delinquent on the 13th of the month. On the 14th, the following process starts: Daily phone calls (in between normal calls). Leave call logs — everything must be documented. This helps if we take them to collections. A...

Cancellation Procedure Equipment pickup fees and Early Termination Fees only apply to Bertram, XL, and DCB customers. Always attempt to save EVERY customer before processing a cancellation. Cancel Save Options Before processing any cancellation, try these: De...

Transfer of Service Use this procedure when a customer has sold their house to somebody who will be taking over service at the location. Step 1: Create New Lead Account Set up the new customer with a new lead account per normal procedure: name, phone number, e...

Adding Payment Methods & Processing Payments Adding a New Payment Method We can add credit and debit cards over the phone. ECheck accounts must be added by the customer through the Customer Portal at https://billing.gobertram.com. Open the customer's account ...

Shipping a POE to a Customer If shipping a POE to a customer, charge the customer $25 on their account. Process Go to https://app.shippingeasy.com Login: purchasing@bertramwireless.com / Plut0plut0? Select Create Label → New Label Fill in customer's name, phy...

Past Due Balance SOP (Detailed) Delinquency If a customer does not pay their monthly bill by the 13th, their account is automatically put into delinquency status by Powercode, and their connection is suspended on the next business day. Once delinquent, the cus...

No Internet — Active SM (Radio Online) Use this when the customer has no internet but their radio (SM) shows online in Powercode. Step 1: Log Into the SM Access the SM through Powercode by clicking on the CPE IP address. Step 2: Check Ethernet Link Status On t...

No Internet — Inactive SM (Radio Offline) Use this when the customer is offline and their equipment is offline as well. Three possible causes: Equipment is not powered on Equipment is out of alignment The parent AP is down Step 1: Check the Parent AP In Powe...

Slow Internet Troubleshooting Step 1: Log Into the SM Step 2: Check Signal Strength On the SM homepage, find signal strength. General guide: dBm Quality -60 Excellent -65 Excellent -68 Good -70 Fair -73 Questionable -75 Poor -78 Very Poor ...