Change Plan

Change Plan

The Change Plan function is used when:
  1. Enrolled/renewed contract was enrolled/renewed into an incorrect plan (i.e., changed to or from private label, plan type) and needs to be changed to a different plan.
  2. Retention renewal efforts result in a change of plan.

Check for Options/Additions on the existing plan. Reference procedure below.
Reminder: California customers are to be transferred to the CA Retention group at Ext. 69205.

Change Plan Process

  1. From the Menu Options icon, select the Change Plan tab.

      

  2. To view the current plans for the area, click on the Available Plans down arrow.
  3. Select the desired plan.

      

Sam's Change of Plan

Down-tier plans are available anytime during the year.
Upgrades are available 30 days before and 30 days after the enrollment/renewal effective date.
  1. Select Change of plan tab.
  2. View the current cell code and select the same cell code from Cell Code tab (Sam's Club, Digital, In-Store).
  3. Select the proper down-tier plan to change the plan.



  4. Select Ok. A Select Plan pop-up box will populate.



  5. Click OK and Save.
  6. Document the account.

Sears Change of Plan

Upgrades are available up to 60 days from enrollment, 30 days before and 30 days after the renewal effective date.

  1. Select change of plan.
  2. Select the cell code tab.
  3. Select the proper plan change - Will Renew into P3



  4. Click Ok, and Tab.
If the wrong plan generates and/or an error occurs, contact a supervisor and/or create a JIRA ticket.


Adding Options/Additions Process

When a change of plan occurs, options/additions will be dropped.

Change Plan with Existing Options/Additions
  1. Once the plan renews, we must SAVE and EXIT, and Refresh (go back in).
  2. When agents are selling a down-sell product, view options/additions to see if they are eligible for the plan change.
  3. Figure out whether the options/additions have been paid for in full, or in installments.
  4. Contact a supervisor and/or create a Jira:
    1. In the Subject field, enter the contract number.
    2. In the Description field enter plan change performed, options/additions drop. List the options and additions and state whether they have been paid in full or in installments.  

Change Plan WITHOUT existing Options/Additions
  1. If Options/Additions are not added to the existing plan and the customer chooses to add options/additions to the new plan change: 
    1. Options/Additions must be paid in full for the first year of the plan change. Once the plan is renewed it can be billed in installments. 
    2. Contact a supervisor and/or create Jira Ticket to add options. 
      1. In the Subject field enter the contract number. 
      2. In the Description field document, the options/additions have been paid for.


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