License Reductions
- Acknowledge receipt of request with customer
- Verify account page to check if there is flag stating authorized contacts
- If not, proceed. If so, ensure contact requesting change is listed
- Check what MSA the account is under
- Check for Closed / Won Opportunities since 6/3/2024
- If after 6/3/2024 we require 90 days written notice
- Only exception is if there are custom contract terms
- If after 6/3/2024 we require 90 days written notice
- Check for Closed / Won Opportunities since 6/3/2024
- Contract verification
- Bold Group Projects - Documents - Contracts - All Documents
- Check customer folder spreadsheet for current contract / license details
- Reference most recently dated contract in folder for current terms
- Contact customer to review request
- If case does not have customer request in writing, ask them to submit request formally in writing
- Inform of current contract terms
- Document conversation
- Reassign case owner to SalesOps and enable email notification
Cancellations
- Acknowledge receipt of request with customer
- Verify account page to check if there is flag stating authorized contacts
- If not, proceed. If so, ensure contact requesting change is listed
- Check what MSA the account is under
- Check for Closed / Won Opportunities since 6/3/2024
- If after 6/3/2024 we require 90 days written notice
- Only exception is if there are custom contract terms
- If after 6/3/2024 we require 90 days written notice
- Check for Closed / Won Opportunities since 6/3/2024
- Contract verification
- Bold Group Projects - Documents - Contracts - All Documents
- Check customer folder spreadsheet for current contract / license details
- Reference most recently dated contract in folder for current terms
- Contact customer to review request
- Determine reasoning behind request to gain understanding if this is an account that can be saved
- If case does not have customer request in writing, ask them to submit request formally in writing
- Inform Sales contact of the customer request
- Inform of current contract terms
- Document conversation
- Reassign case owner to SalesOps and enable email notification
- SalesOps will determine what is needed for legal and generate S&R
- When S&R is generated, send to customer through Docusign
Billing Inquiries
- Acknowledge receipt of request with customer
- Reference KB for appropriate Genpac contact information
- Tag Genpac resource in case requesting appropriate information
- If no response after 24 hours, tag again for status update
- If no response after 48 hours, tag EC Billing & AR Manager for escalation
- Rinse and repeat after 24 hours
- Ensure customer was contacted (if appropriate) or provide customer with requested information that has been received from billing team
- Close case
