|
Siebel Order Management Guide Addendum for Communications > Employee Asset-Based Ordering > Defining Product Promotions >
About Defining Promotion Upgrades for a Group of Promotions
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. Example of Defining Promotion Upgrades for a Group of Promotions
This scenario gives one example of how a promotion upgrade might be used. You might use promotion upgrades differently, depending on your business model. In this scenario, a product administrator defines a promotion called Double Play - Silver with Broadband and VoIP Phone. The promotion can be upgraded to Triple Play - Gold, which has Broadband, VoIP, and IPTV. Similarly, Triple Play - Gold can be downgraded to Double Play - Silver with a penalty if the administrator decides to do so. Optionally, the product administrator can define eligibility rules for Double Play - Silver or Triple Play - Gold that govern the availability of the package based on the subscriber location. A subscriber of the Double Play - Silver promotion is not satisfied with the services offered and calls into the call center to request a plan upgrade. The call is routed to the customer service representative (CSR), who reads the account information in a screen-pop. The CSR sees that the customer currently has Double Play - Silver. 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. The upgrade promotion shows promotions for which the customer is eligible. Promotion eligibility can be defined using customer account attributes like type, state, country, or zip code. The pop-up shows the eligibility status and eligibility reason. To define promotion upgrade scenarios
- Navigate to Administration - Product, Product Promotions, and then Upgrade.
- The Upgrade From applet shows the list of promotions from which customers can upgrade (or downgrade) to the promotion in the header. In the Upgrade From view, select the promotion to upgrade (or downgrade).
- The Upgrade To applet shows the list of promotions to which customers can upgrade (or downgrade) from the promotion in the header. In the Upgrade To view, enter the promotion upgrade requirements. The following table describes the fields.
|
|
Original Promotion |
Select the name of the original promotion from the list. The Original Promotion can be selected only in the Upgrade From applet. |
Target Promotion |
Name of the promotion to which this product is upgrading. Target Promotion can only be selected in the Upgrade To applet. |
Commitment Start |
Choose one option:
- Original Start. Starts on the date of the original promotion.
- Now. Starts today.
- Original End. Starts on the end date of the original promotion.
|
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 upgraded. 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 upgraded. 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. |
Prorated Penalty |
The proportional amount, in currency, to charge if the customer terminates the promotion before the specified end date. To populate this field, the Display Prorate Charge field must be checked in the Promotion Upgrade definition. This field is in the Upgrade Promotion pop-up form. Navigate to Accounts, then Account Summary, under the Installed Asset applet, highlight a promotion and select Upgrade Promotion from the applet menu. The Upgrade Promotion pop-up form appears. To populate this field, the Display Commitment field must be checked in the Promotion Upgrade rule. |
Adjusted Duration |
The duration of the commitment adjusted for the new commitment period in the promotion upgrade. For example, Millennium Max 500 Package has a commitment of 12 months and Millennium Max 200 Package a commitment of 24 months. If the upgrade rule specifies Now as the Commitment Start and New Duration as Duration, then the Adjusted Duration equals 24 months. This field is in the Upgrade Promotion pop-up form. Navigate to Accounts, then Account Summary, under the Installed Asset applet, highlight a promotion and select Upgrade Promotion from the applet menu. The Upgrade Promotion pop-up form appears. To populate this field, the Display Commitment field must be checked in the Promotion Upgrade rule. |
Commitment End Date |
The date the customer has agreed to end the commitment to the offer adjusted for the new commitment period in the promotion upgrade. For example, Millennium Max 500 Package has a commitment of 12 months and Millennium Max 200 Package a commitment of 24 months. If the upgrade rule specifies Now as the Commitment Start and New Duration as Duration, then the Commitment End Date equals Today plus 24 months. To populate this field, the Display Commitment field must be checked in the Promotion Upgrade rule. This field is in the Upgrade Promotion pop-up form. Navigate to Accounts, then Account Summary, under the Installed Asset applet, highlight a promotion and select Upgrade Promotion from the applet menu. The Upgrade Promotion pop-up form appears. To populate this field, the Display Commitment field must be checked in the Promotion Upgrade rule. |
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. |
- Optionally, the product administrator can define eligibility rules, that govern the availability of the package based on the subscriber location, in Administration - Product, Product Promotions, and then the Eligibility and Compatibility Rules view. If eligibility is defined for a promotion, then it is honored when the CSR performs an Upgrade Promotion. For information on upgrading a promotion, see Upgrading Promotions.
|
