Presentation is loading. Please wait.

Presentation is loading. Please wait.

Renewal Access Overview April 2009. Renewal Access Pilot2 Components of Renewal Access Partner Renewal Visibility: Gives partner visibility into upcoming.

Similar presentations


Presentation on theme: "Renewal Access Overview April 2009. Renewal Access Pilot2 Components of Renewal Access Partner Renewal Visibility: Gives partner visibility into upcoming."— Presentation transcript:

1 Renewal Access Overview April 2009

2 Renewal Access Pilot2 Components of Renewal Access Partner Renewal Visibility: Gives partner visibility into upcoming renewals in advance of each quarter via email reports. Customer Notifications: Customers are sent email notifications prior to license or support expiration, encouraging them to renew with their partner of record – Does not include Named or Rewards opportunities Renewal Access Customer Portal: Allowing customers online access to purchase expired or version upgrade licenses at MSRP, or view their upcoming license expirations so they can request a quote from their partner. Average transaction amount is ~$1000 MSRP. Renewal Access Call Center: Our team works on partners’ behalf to send out renewal notifications and reports, and to contact customers post-expiration to close renewal transactions. Partner Renewal Rebate: Partners receive a 20% rebate on renewals transacted by customers through the Renewal Access portal or call center when they are named by the customer as the partner of record.

3 Renewal Access Pilot3 Updates to Notification Process Non-Rebate Customers are sent email notifications as follows:  60-day and 30-day renewal notices provide information on the reseller of record.  Customers will now be directed to the customer portal, with viewing capability only – no transaction capability  Line items will not be visible on the notification  5-day and 30-day post expiration notices direct the customer to their preferred partner, and also provide the option to renew online.  Phone calls to the customer 15-days post expiration as a courtesy follow up, customer is encouraged to work with their partner, or to renew through the call center.

4 Renewal Access Pilot4 Updates to Notification Process Rebate Customers are sent email notifications as follows:  60-day and 30-day renewal notices provide information on the reseller of record. Provides option to renew online, if under the partner designated opportunity threshold.  Partner names the opportunity size for which the URL will appear  5-day and 30-day post expiration notices direct the customer to their preferred partner, and also provide the option to renew online.  Phone calls to the customer 15-days post expiration as a courtesy follow up, customer is encouraged to work with their partner, or to renew through the call center.

5 Renewal Notification Sample 5Renewal Access Pilot Partner of Record: Partner name & phone number highlighted on the notification for customer convenience Customer Online Portal: To facilitate the viewing of all line items of a renewal opportunity or transact on behalf of the partner at Express, Government or Academic Banded MSRP.: Pre-expiration can only view the lines and not transact Post expiration – transaction (optional) Symantec Renewal Specialists: To assist the customer, directing them to their partner, or, if post-expiration, to complete their renewal transaction

6 Portal Line Detail Page (Top)

7 Portal Line Detail Page (Bottom)

8 Support Estimate Sample 8Renewal Access Pilot Renewal Detail: To facilitate the quoting for partner, pertinent information regarding each line item is included Partner Referral: Customer is reminded to work with their partner Pricing: Pricing is always at MSRP, based on qty and number of years (appearing in Support Level description)

9 Portal Summary Page

10 Resources and Support 1.Request the closure of notifications, if already renewed: sales@symantecsmbrenewals.com sales@symantecsmbrenewals.com 1.Need – Customer name/contact email/Renewal ID 10


Download ppt "Renewal Access Overview April 2009. Renewal Access Pilot2 Components of Renewal Access Partner Renewal Visibility: Gives partner visibility into upcoming."

Similar presentations


Ads by Google