Ideas for Arc XP

Change plans immediately and track as "Save"

Use case:

  • Subscriber is on a two-year plan. They are now 14 months into the plan.

  • Subscriber calls customer service and requests to now change to a monthly plan. The change would need to be immediate.

Needs:

  • Customer service will need to mark this as a "Save" and NOT a "Stop", so there is a flag saved somewhere for reporting.

  • The change will need to be immediate for the subscriber, so they don't wait another 10 months for the plan to switch.

  • Customer service should be easily able to provide a refund (which is already in the works for the new CS tool)

Question:

  • Since CS is unable to add a new subscription for a subscriber, how will the system be able to track a "Save" from the old to the new subscription?

  • Sylvia Borowski
  • Sep 10 2020
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  • Admin
    Jessica Cavallo commented
    16 Aug 06:01pm

    The subscription changes can now happen without a delay and a refund provided. A save can be tracked using the reason codes.