RETENTION AGENT / CUSTOMER RETENTION PROCESS – AS IS Agent contacts customer RE: Upgrades Customer calls in RE: Upgrade Agent explains reason for call.

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Presentation transcript:

RETENTION AGENT / CUSTOMER RETENTION PROCESS – AS IS Agent contacts customer RE: Upgrades Customer calls in RE: Upgrade Agent explains reason for call Customer agrees to go ahead with call Yes No Agent updates system and thanks client for his/her time Agent performs CV 2 verification Unsuccessful Agent updates tickler & advises customer on verification requirement Successful Eligible for Upgrade + Account in Order? No Upgrade due date is provided and updates tickler Yes Agent performs needs analysis Customer advised on stock availability All system deals provided to customer (this includes the catalogue deal) Customer agrees to upgrade No Agent updates tickler Yes Agent to load deal on RSS Agent confirms delivery & physical address Is an auto authorisation no generated Yes No Process Continues on Next Page

RETENTION AGENT / CUSTOMER RETENTION PROCESS – AS IS Customer agrees to upgrade No Agent updates tickler Yes Agent to load deal on RSS Agent confirms delivery & physical address Is an auto authorisation no generated Yes No Process Continues Approval / Ingram Micro Mobility / Courier Agent generates the Sales Order Retention goes into fulfilment queueing for approval Agent verifies of Retention was processed correctly Approved or Declined Declined Notification will be send to the Retention Agent Agent will review the deal & reason as to why Retention was Declined Agent will amend/rectify deal & resubmit A pick slip will be generated on Ability (auto process) Order will write over to Ingram Micro Mobility (auto process) IMM will release order and handover to courier for delivery Approved Courier will deliver order to customer POS SMS sent to customer, advising of Retention Reference no IMEI is captured on RSS (auto process)

RETENTION AGENT / CUSTOMER RETENTION PROCESS - NEW Agent contacts customer RE: Upgrades Customer calls in RE: Upgrade Agent explains reason for call Customer agrees to go ahead with call Yes No Agent updates system and thanks client for his/her time Agent performs CV 2 verification Unsuccessful Agent updates tickler & advises customer on verification requirement Successful Eligible for Upgrade + Account in Order? No Upgrade due date is provided and updates tickler Yes Agent performs needs analysis Customer advised on stock availability All system deals provided to customer (this includes the catalogue deal) Customer agrees to upgrade No Agent updates tickler Yes Agent to load deal on RSS Agent confirms delivery & physical address Check list explained to customer Process Continues on Next Page Agent adds note onto comment field and clicks “saves” Is an auto authorisation number generated

RETENTION AGENT / CUSTOMER RETENTION PROCESS - NEW Yes Process Continues Approval / Ingram Micro Mobility / Courier POS Is an auto authorisation number generated No Retention goes into fulfilment queueing for approval Agent verifies of Retention was processed correctly Approved or Declined Declined Notification will be send to the Retention Agent Agent will review the deal & reason as to why Retention was Declined Agent will amend/rectify deal & resubmit Approved Agent generates the Sales Order A pick slip will be generated on Ability (auto process) Order will write over to Ingram Micro Mobility (auto process) IMM will release order and handover to courier for delivery Courier will deliver order to customer SMS sent to customer, advising of Retention Reference no IMEI is captured on RSS (auto process)