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Renewal Access Overview

Renewal Access Overview. March 2009. Components of Renewal Access. Partner Renewal Visibility: Gives partner visibility into upcoming renewals in advance of each quarter via email reports.

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Renewal Access Overview

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  1. Renewal Access Overview March 2009

  2. Components of Renewal Access Partner Renewal Visibility: Gives partner visibility into upcoming renewals in advance of each quarter via email reports. Customer Notifications: Customersare sent email notifications prior to license or support expiration, encouraging them to renew with their partner of record – Does not include Named or Rewards opportunities Renewal Access Customer Portal: Allowing customers online access to purchase expired or version upgrade licenses at MSRP, or view their upcoming license expirations so they can request a quote from their partner. Renewal Access Call Center: Our team works on partners’ behalf to send out renewal notifications and reports, and to contact customers post-expiration to close renewal transactions. Partner Renewal Rebate: Partners receive a 20% rebate on renewals transacted by customers through the Renewal Access portal or call center when they are named by the customer as the partner of record. Renewal Access Pilot

  3. Updates to Notification ProcessNon-Rebate Customers are sent email notifications as follows: 60-day and 30-day renewal notices provide information on the reseller of record. Customers will now be directed to the customer portal, with viewing capability only – no transaction capability Line items will not be visible on the notification 5-day and 30-day post expiration notices direct the customer to their preferred partner, and also provide the option to renew online. Phone calls to the customer 15-days post expiration as a courtesy follow up, customer is encouraged to work with their partner, or to renew through the call center. Renewal Access Pilot

  4. Updates to Notification ProcessRebate Customers are sent email notifications as follows: 60-day and 30-day renewal notices provide information on the reseller of record. 5-day and 30-day post expiration notices direct the customer to their preferred partner, and also provide the option to renew online. Phone calls to the customer 15-days post expiration as a courtesy follow up, customer is encouraged to work with their partner, or to renew through the call center. Renewal Access Pilot

  5. Renewal Notification Sample • Customer Online Portal: To facilitate the viewing of all line items of a renewal opportunity or transact on behalf of the partner at Express, Government or Academic Banded MSRP.: • Pre-expiration can only view the lines and not transact • Post expiration – transaction (optional) • Partner of Record: Partner name & phone number highlighted on the notification for customer convenience • Symantec Renewal Specialists:To assist the customer, directing them to their partner, or, if post-expiration, to complete their renewal transaction Renewal Access Pilot

  6. Portal Summary Page Customer number to be changed to Renewal ID

  7. Portal Line Detail Page (Top)

  8. Portal Line Detail Page (Bottom)

  9. Support Estimate Sample • Partner Referral: Customer is reminded to work with their partner • Renewal Detail: To facilitate the quoting for partner, pertinent information regarding each line item is included (Renewal ID on notifications, to be included here, as well). • Pricing:Pricing is always at MSRP, based on qty and number of years (appearing in Support Level description) Renewal Access Pilot

  10. Resources and Support Request the closure of notifications, if already renewed: sales@symantecsmbrenewals.com Need – Customer name/contact email/Renewal ID

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