Bookshelf v8.0: Defining Promotion Upgrade Components

Product administrators can design promotions so that an upgrade offer can be made to customers who have existing commitments due to their acceptance of other, earlier promotions. For example, a product administrator can apply an early termination penalty to a disconnect order if customers choose to terminate a package or promotion early. Alternatively, a customer can downgrade or upgrade the existing package or promotion to a different promotion.

To activate, set System Preference "All Assets" to Y or Yes. Customers may choose to selectively activate or deactivate this behavior in specific scenarios (for example to modify or upgrade, and so on) by toggling the value of All Assets in the workflow steps used in that particular scenario. By default, the value of the All Assets system preference is passed into each workflow step.

Scenario for Upgrading Promotions

This scenario gives one example of how promotion upgrade might be used. You might use promotion upgrades differently, depending on your business model.

A product administrator defines a promotion called Millennium Max 500 Package. The promotion defines two promotions, representing both the upgrade and downgrade offers. Optionally, the product administrator also defines eligibility rules for Millennium Max 900 Package that govern the availability of the package based on the subscriber location.

A subscriber of the Millennium Max 500 Package promotion is not satisfied with the usage charges and calls into the call center to request a plan upgrade. The call gets routed to the customer service representative (CSR), who reads the account information in a screen-pop. The CSR sees that the customer currently has the Millennium Max 500 Package. The CSR then highlights the existing promotion and clicks Upgrade Promotion in the Menu. A screen-pop shows the CSR a list of upgrades and downgrades.


Column	Description
Original Promotion	Select the name of the original promotion from the list.
Target Promotion	Name of the promotion to which this product is upgrading.
Commitment Start	Choose one option: Original Start: Starts on the date of the original promotion, that is, the promotion from which it is split. Now: Starts today. Original End: Ends on the end date of the original promotion, that is, the promotion from which it is split.
Duration	Choose one option: Original Duration: Uses the duration fields that are defined for the original promotion, that is, the promotion from which it is split from. The duration fields include Period, Period UOM, Grace Period, and Grace UOM, and are at the Administration screen, Product, Product Promotions, and then the Commitment view. New Duration: Uses the duration fields that are defined for the new promotion, that is, the promotion to which it is split. The duration fields include Period, Period UOM, Grace Period, and Grace UOM, and are in the Administration screen, Product, Product Promotions, and then the Commitment view.
Penalty	The amount, in currency, to charge if the customer terminates the promotion before the specified end date. The national currency and date of exchange rate can be set in the dialog box.
Prorate Plan	Choose a prorate plan from the list. Prorate plans are defined in the Administration screen, Contracts, and then the Conditional Charge Plans view. For information on prorated plans, see the topic on setting up conditional charge plans in Siebel Field Service Guide.
Reason	A description of the upgrade offer, for example: Upgrade and receive an additional 200 minutes each month for an additional $2.00 each month.

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