Here, we've compiled answers to common questions about Onboarding, Implementation, and more. If you don't see your question answered here and you are currently onboarding, feel free to reach out to your Onboarding Project Manager. If you have completed Onboarding, feel free to reach out to your Customer Success Manager.
What do I need to bring to the kick-off call?
Your Onboarding PM will be sending you an agenda for the call with our required Implementation forms. Before our kick-off call, we ask that you at least review the forms and come up with any questions you may have to complete them correctly.
Who from my team should be involved in the Onboarding?
If you aren’t sure who that is, ask yourself ‘Who do your agents go to when they have questions?’ Those people should be involved in the Onboarding process as they will play a huge role during and after the launch. They could be any staff members who currently support your agents with their technology or marketing efforts.
Will Moxi help me build out my products and tools during the Onboarding Process?
No. We at MoxiWorks are responsible for providing the tools and educating you on how to use them effectively. Given the unique characteristics of each of our clients, it falls upon you to personalize your tools accordingly. If you don’t have the time or resources to create content in your Moxi tools, we offer a variety of paid tech concierge services Connect with our Concierge Services.
How do I change my branding after onboarding is complete?
After the initial Implementation setup, you can reach out to your CSM for any requested branding changes within the Moxi products. ActivePipe-specific branding changes can be requested using this form. Please note that branding changes should only come from brokerage leaders or admins.
If I purchased Market Reports, how can I change or add new areas to my subscription?
You can reach out to ap-support@moxiworks.com to add or change the areas that were originally set up with your subscription during Onboarding. They are also available to answer any questions about the market reports you may have.
Can I use my own email domain for MoxiEngage syncing?
No. Our system can be set up to sync with your brokerage email domain, Outlook or Google Workspace, or free Gmail accounts. If any of your agents do not have an email within your brokerage email domain, they can utilize MoxiEngage to sync with a free Gmail account instead.
Can I use my personal email to send an ActivePipe email?
Yes. After onboarding is complete, individual agents can get their personal email setup to send emails from ActivePipe. Please contact ap-support@moxiworks.com for further assistance.
What if I am unsatisfied with my product setup after Onboarding is complete?
Who can I reach out to?
Your satisfaction is our top priority! If you have any concerns about your product setup after onboarding is complete, we encourage you to connect with your dedicated Customer Success Manager. Before meeting with your CSM, please bring specific examples of what's not meeting your expectations, and we'll work together to find a solution that suits your needs.
What labor resources does my brokerage need to have a successful onboarding experience?
We always suggest having at least one person who can carve out time during Onboarding to help with the administrative and technical tasks.
When do I know that Onboarding is complete?
Onboarding is officially complete when your products are set up to your expectations, you’ve completed all the Onboarding phases listed above, and your brokerage has received training for all your tools.
Who can I reach out to if I have questions after Onboarding is complete?
You will have a dedicated Customer Success Manager assigned to you after Go Live. Your CSM will be your main point of contact for engagement, adoption, and getting the most out of your new tools. For all product and support questions, you can also reach out to our Customer Support Team here.