Contract Renewal Within 90 Days - Retention

Contract Renewal Within 90 Days - Retention

Contract Renewal Within 90 Days

 Most retention based contracts are set up for automatic renewal and will renew as of the effective date. For those who's warranties expired that are not set up for automatic renewal the customers can pay retroactively if any amount past due to make current within 90 days from the point of expiration/cancellation. There will be NO 30 day waiting period coverage will continue as if it had not lapsed. If customer is seeking additional information or wishing to renew the warranty please transfer to the Retention Department.

Open Contract in TIMX SCM

  1. Open TIMX SCM, click Enrollment, then select HS Search Panel.


  2. Search for the contract using either the Contract ID number, the Customer's First and Last Name, or the Property Address.

  3. Enter the search criteria, and click Search 
    in the menu. This populates the results table.

  4. Double-click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.

  • If you search by Contract ID number remember to leave off the Contract Year (.x) at the end of the Contract number.
  • You can also click the Search icon in the toolbar or select All next to the Hs Status line below the search criteria fields. Any of these will also populate the results table.

Determining if a Gap Payment is Required in TIMX SCM

  1. Click Payment to launch the Make a Selection pop-up.

  2. Click the drop-down arrow and select View Payment Plan/Billing Mechanism to launch the Payment View screen.

  3. Verify the card on file with the customer.

  4. Click Payment History to launch the Payments View screen and locate the first payment received.

  5. Click Payment Preview to launch the Payment History pop-up and review the full history of payments across the life of the contract.

  6. Calculate whether a gap payment must be collected prior to renewing contract. If so follow the Process a Gap Payment process.

  7. Close out of all the screens and pop-ups and return to the Enrollment Form screen. 

Renewing a Contract in TIMX SCM

  1. Click Menu Options, then select Renewal Calculator.

  2. Verify any pending changes (deductibles, premium, options, etc.) and that the customer doesn't want to change the Bill Date.

  3. Confirm the customer wants to continue with any additional or optional items on the plan.

  4. Click Renew Contract on the Renewal Contract screen to launch a pop-up stating the contract has been expired for more than 30 days and if you'd like to proceed.

  5. Click OK to launch the Contract has more than 30 days pop-up.

  6. Enter the current date as the  Application Received Date (this is the date in the Appl Date field in the Enrollment Form screen) and click OK. 
  7. Verify all relevant data (contact and billing information, etc.) has been carried over to the new contract.

  8. Status will have changed to New, and Amount Paid will be $0.00. Click Save to save the contract.

 Enter Comments in the Communication History Log in TIMX SCM

  1. Click Menu Options, then select Comm Hist Log.

  2. Click the Add icon in the toolbar to add a new row to each column in the log.

  3. Click in the new row of each drop-down field and select the following:

·       Communication Source  - Customer

·       Communication Object  - Customer

·       Correspondence Type  - Leave blank

·       Communication Type  - Retention Customer Service

·       Communication Method  - Phone

  1. Selecting Retention Customer Service as the Communication Type displays options below the Comments field. 

·       Select Phone as Communication Method first.

·       Click the Disposition Code down arrow and select Billing/Account Update. 

·       Leave the In/Out Bound Flag and Renewed Flag checkboxes as-is.

  1.  Enter the following in the Comments field:

·       Caller:  Customer's full first and last name

·       Reason for call:  Renewing expired contract

·       Reason Details:  Contract had expired and was renewed

·       Action Taken:  Renewed contract for customer, verified any changes, additions or options, and bill date

·       Sales details:  N/A

·       PYMT details:  Include the amount of the payment, if it was a full or partial payment and the authorization number

·       Sales Scripting completed:  N/A

·       ROD:  Yes, if there is a new payment method being saved; Down, if the system is not working; N/A if no new payment method is being saved

·       CC/ACH scripting completed:  Read through script if a new payment method is being saved, otherwise N/A

·       CTI: Yes, if CTI identified customer information; No if CTI did not identify the customer's information; Down if CTI did not populate at all

 

  1. Click the Save icon in the toolbar. Click Yes to confirm changes and Exit in the pop-ups to close the pop-up.

 

 


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