Q. Why should I use ProDox over other document retrieval companies?
A. The most important reason to choose
ProDox is our passion for customer service. While our competition likes to talk about it, we live it with a commitment to quality. We hire and train professional personnel to be knowledgeable about all aspects of your order. We never outsource. Our goal is to make sure you are 100% satisfied with our service.
Q. If I have questions regarding my order, who do I contact?
A. In addition to having 24 hour access to your order on-line, we are committed to empowering our entire staff to take whatever action is needed to get your questions answered. Our knowledgeable team will not only answer questions and concerns about your order, but they will ensure that your order is being prepared with your specific needs in mind.
Q. What is the turn around time on my order?
A. The turn around time for your order will be determined largely in part by the facilities and locations from which you order records. However, from the very beginning, our staff has been trained to develop and nurture relationships with many of the most common providers in your area. As a result, we find that we are extremely efficient and ahead of industry standards for turn-around times. In addition, our staff is trained to ask the right questions of the locations, so that your order is processed with complete efficiency and accuracy.
Q. Do I have to use your order form?
A. Absolutely not. We encourage you to use our online order form because it will give you access to our entire directory of locations and ensure that we get all of the required information to process your order. We can also provide you with a "hard copy" order form that you can email or fax to us. However, if you have a log sheet, or some other master list that you use for record retrieval and tracking, you are welcome to use that — just be sure to check in with your Account Executive to make sure your form has all of the necessary information.
Q. What if I do not know the exact address of a provider?
A. Provide us with as much information as possible. We have an extensive database that contains most of the providers in your area. If they are not in our database, our trained staff will research and find the necessary provider. Make sure your Account Executive goes over our research policy with you.
