Renewal Incentive Process
Overview:
As part of retention efforts, agents may:
- Offer an incentive that applies only to the renewal year
- Extend the current year's incentive into the renewal year before it expires.
- Use discretion based on customer engagement and eligibility.
When applying an incentive to a renewal year while the account is inactive, it’s important to use the discovery process to identify additional sales opportunities —
such as plan changes or adding options and add-ons.
such as plan changes or adding options and add-ons.
Once the incentive is applied, the plan CANNOT be modified without assistance from I.T. (no plan changes, additions, or option updates).
See, Process: Adding Options/Additions or Plan Change below for more details.
'WOW' Offer
Agents now have the option to retain customers with the 'WOW' Offer, which extends incentives from the current year into the renewal year.
Guidelines
Key Details.
- Applies to contracts with 12-month installments.
- Activates in the 7th month of the agreement term.
- Available only for percentage-based offers.
Agent Expectations:
- Build value before offering incentives.
- Use discretion with larger offers.
- Identify other sales opportunities early in the call—such as plan changes or adding options—to achieve a one-time resolution.
How It Works:
- Select the Percentage Offer first
- Then check the box on the bottom right labeled “Apply to current and renewal."
- Confirm via the pop-up and accept the offer
- Read theOffer Confirmation Script
"Thank you. I have added your discount, and it will be applied to your next billing installment on [insert date].Your future billing price is [insert amount] per month. You will receive an email shortly confirming your change."
- Verify the incentive in the Incentives tab from Menu Options
While the incentive will show applied in the Incentive Tab, incentives may take up to 24 hours to reflect in the Billing screen, depending on the client
Please view the timeline below.
| Up to 24 hours |
| AFTER the renewal date |
Process: Adding Options/Additions or Plan Change
When applying an incentive to a renewal year during the renewal period, agents must use the discovery process to identify other sales opportunities, such as plan changes
or add-ons.
or add-ons.
If a customer wants to change their plan and/or add options and additions to their renewal.
DO NOT use the WOW Offer.
DO NOT use the WOW Offer.
The incentive must be applied to the active year and renewal year (inactive) SEPARATELY.
The incentive must be applied LAST
Follow the Order Below Based on the Offer:
Accepted offer on the CURRENT YEAR and RENEWAL YEAR:
Accepted offer on RENEWAL YEAR ONLY
Quick Tips and References
- Click the following links to apply changes properly:
- Change of Plan
- add options/additions WITHIN the Change Plan screen (when applicable).
- Options/Additions.
- FULL PAYMENT is required when added for the first year of the plan change and/or renewal year
AFTER the Incentive is Applied:
If a customer calls to update their coverage (e.g., change plan, options/additions) WITHIN the renewal period AFTER the incentive has been applied, a JIRA TICKET must be submitted to process the changes.
This is why it's extremely important to try and identify any potential changes the customer may be interested in before applying the incentive.
If a customer calls to update their coverage (e.g., change plan, options/additions) WITHIN the renewal period AFTER the incentive has been applied, a JIRA TICKET must be submitted to process the changes.
This is why it's extremely important to try and identify any potential changes the customer may be interested in before applying the incentive.
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