Partner Platforms
Our largest home services platform, partnering with us to offer the ability to expedite onboarding (OOO), process refunds within the platform, and utilize the Consumer Financing Hub (CF Hub) to allow easier offering of prequal and financing options.
What is HouseCall Pro?
A business or company that we externally refer to as a 'service provider'. Can also be executives, business owners, or employees that we externally refer to as 'service representatives'.
Who is a Merchant (MT)?
A type of application that allows BRs to 'window shop', or see estimates of what they could be offered through Wisetack's lending partners.
What is a prequalification (prequal) application?
A channel used to escalate general questions or inquiries to internal escalations or members of other specialized teams within Wisetack.
What is #cx-squad?
Our three main lending partners, which we hope to continue to grow in the future!
Who are Hatch, Citizens(Pay), and US Bank?
THREE pages that make up the standalone Merchant Portal. MTs can use these pages to send prequal/financing applications, pull up estimated payments, and manage account details.
What are the Dashboard, Applications & Account Settings pages?
A nominal rate we charge to MTs (based on the total purchase amount) for using Wisetack.
What is a Merchant Discount Rate (MDR)?
A BR application status that is triggered when more information is needed. EFA, Persona & FMP are the main reasons more information is needed.
What is conditional approval?
A specialized group within CX that assists with escalating MT & BR inquiries to the right teams at Wisetack. They also can take general escalations and product concerns.
Who is Internal Escalations (IE team)?
The yearly interest generated by financing that's charged to BRs and accrues daily.
What is an Annual Percentage Rate (APR)?
A platform partnering with Wisetack as a 'credit card processor'. It links to other automotive platforms (such as ShopBoss, TireGuru & Tekmetric) to offer financing.
What is 360 Payments / 360 Payments Hub?
Two fields within Insightly that gives you guidance on where a MT is at in their application.
What are Status Stream & Merchant Application Status fields?
The process where BRs are randomly sent to lending partners during the application process. Applications are sometimes 'waterfalled' to other lending partners based on financial and proprietary checks.
What is borrower allocation?
A specialized group within Wisetack that takes on Hatch-related payment concerns. They utilize Peach as a servicing software to help answer payment and account action requests, along with overdue borrower comms.
Who is Servicing & Collections?
A financing type used by Citizens, also known as open-ended loans. We must refer to these as 'financing' when discussing externally with customers.
What is a line of credit?
A prevalent issue where Wisetack onboards a MT onto HCP, applications are sent and approved, then HCP additionally onboards a MT to Wisetack. This creates duplicate accounts with hung loans.
What is pre-approval?
A tool that gives MTs the following statuses to merchants in an effort to understand where the BR is at in the application:
- Pending // Prequal Expired // Approved // Action Required // Confirmed
What is the Merchant Portal?
A tool used in Insightly to help refresh a BR's profile. Can be used when mutiple members of a household apply using the same phone number, DOB or SSN are input incorrectly, BR incorrectly entered PII, or BR forgot to include all individual income sources.
What is the BR profile reset tool?
A specialized team within Wisetack that handles money-movement requests. They do not have a triage request flow, but rather have all concerns escalated via #cx-squad or #ach_returns.
Who is Treasury?
A process used when attempting to combine interactions from similar customer segments. Used to help promote case hygiene and consolidate information into one ZenDesk ticket.
What is merging tickets/cases?
A platform that deals mainly in Home Services, but also assists miscellaneous verticals. They also don't have the ability to send prequal applications from the platform.
What is Jobber?
A feature that allows MTs to set up a prequal link on their website, regardless if the partner platform allows sending prequal applications.
What is a (static) prequal link?
A process that's not needed when taking special refund requests from HCP, Marble, Moxie, Ergeon, Truly Nolen, or Repipe Specialists (to name a few).
What is identity verification?
A specialized team within Wisetack that handles back office tasks, such as UCC Lien reporting, MT collections, subpoenas & BBB complaints. Their main task is to assist in our non-fraud dispute process.
What is Resolution & Recoveries OR Internal Escalations?
An Insightly page best used when needing backup verification information for a *service representative*.
MT Contact page