Exchange: Onboarding Guide

What is the Exchange?

• The Exchange is a nationwide network that connects process serving agencies with law firms integrated with InfoTrack. Firms can seamlessly order Service of Process directly within their existing workflow, creating a steady stream of new work for partner agencies.

What are the Key Benefits of the Exchange?

• Expand your reach: Gain access to a large network of ;aw firms actively placing service orders.
• Seamless job flow: Orders come directly into ServeManager – no manual data entry.
• Automated updates: Real-time status updates keep firms informed without extra emails or calls.
• Instant payments: Get paid quickly at your set pricing – no invoicing or collections.

What is a Partner Agency?

• A Partner Agency is an agency that receives work through the InfoTrack Exchange network. Through this partnership, agencies gain access to new job opportunities, build relationships with law firms, and take advantage of exclusive ServeManager features designed to support their success.

What are the Requirements to be a Partner Agency?

• Acknowledge – Acknowledge SLAs before receiving their first job
• Onboard – Complete the Infotrack Exchange Onboarding Presentation
• Communicate – Maintain communication with your Agency Success Manager regarding any job issues or questions

What is the Infotrack Exchange Workflow?

1. Accept/Decline – A job is assigned to your ServeManager account to accept or decline
2. Assign Agent – Server/agent assignment must be completed within 24 hours as stated in the SLAs
3. Enter in Attempts – Make/submit attempts as usual per SLA timeframes
4. Sign Affidavit – Generate your Affidavit and sign, or you can use your own Affidavit and upload your signed affidavit
5. Issue Invoice – Issue your Invoice. Review your invoice and ensure that the job is complete and will not need further attempts.
6. Pending Approval – Firm has 3 business days to review your submitted affidavit and ask for changes if needed.
7. Payment – Job is complete once affidavit is approved and payment is sent to your Wallet

How can I track and manage my Exchange work?

• Use the Dashboard as your central hub for viewing and managing your priority jobs and all Exchange jobs in one place. You can access the Dashboard by clicking Dashboard on the left-hand side of your ServeManager page. Alternatively, you can filter your Jobs menu using the Jobs Source filter to only view Exchange jobs.
• The Dashboard displays various statistics to help track job metrics and other key performance indicators.
• The Job Action Center section of the Dashboard helps in tracking and organizing job statuses for current Exchange assignments.
• Recent Firm Notes are tracked in the Dashboard for easy access and reference.

Does it cost anything to be part of the InfoTrack Exchange Network?​

• There is no additional cost to your subscription to participate in the Exchange. However, Exchange jobs include a 15% facilitation fee, which will appear on your invoice. This fee is retained by InfoTrack for managing and facilitating the Exchange network.​

Can I refer my Law Firm Clients to the Exchange?

• If you refer a law firm to the InfoTrack Exchange network, we can waive the 15% Exchange fee on jobs that firm assigns to you. InfoTrack currently integrates with the following software platforms: Clio, Filevine, Easysoft, iManage, LEAP, MyCase, Neos, NetDocuments, Smokeball, and Time Matters. ​

What kind of job volume can I expect?​

• Job volume varies by state and client demand. Clients can view available agencies based on proximity to the service address and compare pricing. From there, they choose which agency to assign the order to.​

Can I update my coverage area and pricing?​

• Yes, you can update your coverage area and pricing at any time. We encourage you to keep this information current to ensure it aligns with your business needs.​

What if I need to charge more than the listed price for a job?​

• We understand that some jobs may involve extenuating circumstances or rural locations. In these cases, we recommend contacting the firm through the job’s Notes section to explain the situation and obtain approval for any additional costs before making service attempts.​

Can I charge for additional services such as printing or notary work?​

• Yes, you may add additional line items to your invoice to cover approved services such as printing, notary, or other related costs.​