Dormant churn Process

First of all this article concern the dormant in France, you will be able to find the summary below.

 Summary

1. What is a dormant churn and why we are using it.

2. The AM process to apply a dormant churn.

3. The Finance process to apply.

What is it and why are we using this Billing ?

When an account wish to churn for any reason except Out of business, proposing him the dormant process is one way to get a 2nd chance! (of course it is the last option you can offer to the partner).

This option is a free MP & commissions fees for 3 months. The objective behind is to get more trust from the partner and offer him more visibility for free during a short period.
Also it allows us to have more cost-efficient strategy on the acquisition side (concerning the partners that come back after a churn).

AM Process

1. You need to start with a Churn request received, as you are switching the billing plan you will select Recovered - With plan update

2. This action will automatically create an opportunity already client. You’ll have to select “Downgrade” as you are reducing the partner fees at Treatwell without churning him.

3. Then the product that you’ll select will be FR - PRO - DORMANT for a PRO venue or FR - CONNECT - DORMANT for a connect venue.

4. Once applied you’ll have to fill all the mandatory fields for an opportunity then close won as usual.

Once done, don’t forget to :

• Turn the payment method into PAV only

• Add to yourself at least one win back task in order to come back to the partner and decide if the partner stay or definitely churn.

Finance Process

Once the AM process has been applied, a case is automatically created for the Finance team, it is called Update Billing Company Productthis case will appear in the FinOps team queue.
Depending on the product the process won’t be the same.

For PRO venues ;

The finance specialist will have to ;

1. Go in the backend from Salesforce account page (Active Admin)

2. Expire the current billing product (unless opposite direction from the AM)

3. Apply a new billing company product with the product called TW PRO DORMANT/ id 826

4. You’ll apply this billing on today’s date (unless opposite direction from the AM)

5. Save.

Then the new dormant should be applied in the Backend.

You’ll find an example juste below.

Open

For CONNECT venues ;

The finance specialist will have to ;

1. Go in the backend from Salesforce account page (Iglu)

2. Once in Iglu, click on the button “Supplier“

3. Then on the blue button “Schedule a new pricing plan

4. You’ll select “Override current pricing plan”

5. Then apply the pricing plan 1019 l FR MONTHLY ADVANCED

6. Don’t forget to save

Then the new dormant should be applied in the Backend.