Internal: Expired Software Renewal Campaign Calls

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Each of our renewal campaigns includes an expired audience of firms that did not renew last year and maybe did not renew the prior year. Customer Service may be asked to call these firms to discuss renewing/reinstating their software. Please follow all the steps in the procedure outlined below.

  1. In Flash, click Call/tickets > Campaigns. Using the drop down menu located next to Unassigned, select the audience you are scheduled to call on (for example, ACSREN17), and then select the expired audience you are to call on (for example, ACS).
  2. Select a ticket from the list and click Select for call. Be sure to check the time zone (CallTZ) to be sure you are not calling the user in the middle of the night.
  3. Before calling the firm, check the call notes to be sure they are not already working on this with another representative, and then check the product expiration date in EMS to be sure they have not already renewed.
  4. Call the firm.
    • If the Licensee or Billing Contact is available:
      • Ask the billing contact or licensee about the software renewal/reinstatement. Offer to help them renew online, and ask if they would prefer to renew over the phone or if they would like you to email a copy of the invoice to them.
      • Log the call in Flash with as much detail as you can, including their renewal plans or status. An example would be, "Helped the user renew online," or "Emailed the renewal invoice to the user."
      • Update renewal plans in EMS. An example is, "WRL3" and "Emailed renewal invoice to Carol today." Or, "Unsure" and "Emailed renewal invoice to Carol today for her consideration."
    • If you reach a receptionist or voicemail:
      • Leave a detailed message for the Licensee or the Billing Contact asking for a call back or for them to renew on the website at
      • Log the attempt in Flash. The call notes could show, "Attempted to call, left a voicemail regarding their ACS, which expired on 3/1/20xx."
      • Send the expired campaign Kana hotkey for that product family to the Licensee or the Billing Contact letting them know you tried to reach them about their product, "which expired on..." Ensure the dates in the email make sense.
      • Log the Kana in Flash and change the ticket status to New, click OK to save the ticket. Then click Edit and remove your initials from the For Rep field and click Apply Edit to save the changes. Do not leave the ticket in your initials.
      • Push the campaign ticket out two weeks, or to the date given to you by the Product Lead for that product.