How to run intake for several clients
Give every client its own account: its own forms, phone numbers, people, schedules and reports. Switch between accounts deliberately, start each new client from a template, and report to each client only on their own requests.
Keep every client apart
Mixing clients in one place invites the worst mistake an answering service can make: one client’s caller routed to another client’s on-call list. Separate accounts make that impossible rather than unlikely.
Each account should own everything that touches its callers: forms, phone numbers, the people who respond, their schedules and the requests themselves.
Switch deliberately
Changing which client you are working in is the most consequential click in a multi-client day. Make the current client obvious on every screen, and put the accounts that need attention at the top of the list.
Start each client from a template
Most clients in a trade need the same core questions. Start from a template, then change what is specific to the client: their service area, their wording, their emergency definition.
Report per client
Clients want to see their own requests: how many came in, how fast they were answered and by whom. A report that blends clients helps nobody and risks showing one client another’s data.
Price it so both sides can read it
A per-request price is easy to pass through: one request, one line on the client’s invoice. It also makes busy and quiet months honest for both of you.