Services Life Cycle
Our renewals service methodology ensures that customers are regularly contacted with relevant information, that problems are quickly escalated, and that incremental revenue opportunities are discovered.
Here’s how it works for a typical maintenance renewal programme.
Month 0: Initial sale
Customer contacted
Thank customer
Find operational owner
Confirm support status is correct
Month 3: Customer care
Confirm implementation has been successful
Provide technical support if required
Aim to minimise customer dissatisfaction
Month 6: Marketing update
Message defined by client's marketing group
Ensure customer is updated with latest product information
Customers are kept informed about the benefits of new developments from the partner
Month 9: Renewal start
Process starts 90 days before existing support expires
Confirm pricing and start purchasing cycle
Customer provided with proactive notification in advance of contract expiry
Month 12: Renewal complete
Purchase order raised and passed to partner
Partner issues invoice as usual
Cycle then repeats with acknowledgement of renewal (i.e. initial sale)