Scenario 1

Company ZX requires agents to have access to a selection of discounts to offer customers with serious complaints. These discounts should be monitored, i.e. confirmed by the Customer Centre Supervisor before being applied to the bill of the customer.

The discounts should not exceed €20.00 per month, and they should only be offered to customers up to 3 times a year. Additionally, the discount should only apply to the customer's main service and not to any additional services they are provided.

The discount should only be available until 31/12/2015 as the business reconsiders and revises its business rules on a yearly basis.

Solution

• Set up ad hoc subscription discount definition

  A discount should be set up in the system with the settings and conditions below.  The discount should only affect monthly subscribers, and a separate one should be created for customers with a different billing frequency.

  Amount /Amount Range	Validity		Duration		Number of Applied Discounts		Approval Settings	Criteria
  Amount Range	Effective	Expiration	Effective From	Expires On	period			Billing Term Criteria	Product Criteria
  5 - 20 / month	01/01/2015	31/12/2015	Subscription Service Effective Date	Fixed Date: 31/12/2015	Specific Number:3	1 year	Manual by Unit: Customer Care managers	Billing Frequency: Monthly	Product Type: Subscription Packages

• Add discount on subscription
  Once the discount definition is available, the agent should select and add it to the subscription. The discount amount should be set to €20.00, and the main service should be selected before submitting the discount.
  The agent should then inform the manager that a discount approval is required.
   
• Approve discount
  The manager should navigate to the Ad Hoc discount, review it and decide whether to approve or cancel it.
  Once the discount is approved the manager should inform the agent.
   
• Apply discount
  Once the discount is approved, the agent will be able to preview and bill the subscription along with the discount.

Scenario 2

Customers are charged an Installation Service fee on all new installations.  These can take up to two working weeks, but sometimes technicians are unable to perform them on time.  Customers can call, make a formal complaint and are eligible for a 50% discount on the installation service fee. These discounts should be monitored, i.e. confirmed by the Customer Centre Supervisor before being applied to the bill of the customer.
The discount should only be available until 31/12/2015, as the business reconsiders and revises its business rules on a yearly basis.

Agents should be able to add the discount on the job before billing the job.  

Solution

• Set up ad hoc job discount definition

  A discount should be set up in the system with the following settings and conditions:

  Amount /Amount Range		Validity		Approval Settings	Criteria
  Amount	Level	Effective	Expiration		Segments	Product Criteria
  50%	1	01/01/2015	31/12/2015	Manual by Unit: Customer Care managers	Included Segments: Jobs whose actual completion date > expected completion date	Product: Installation Service Fee

• Add discount on Job
  Once the discount is created the agent should add it to the job with the delay complaint. The discount will only become available if the actual completion date is greater than the expected date (that was set to 2 weeks from the order date). This will be controlled via the Included Segment criterion.
  The agent should remove any other products included in the table leaving only the Installation Service fee.
   
• Approve discount
  The manager should navigate to the Ad Hoc discount, review it, and then approve or cancel it.
  Once the discount is approved the manager should inform the agents.
   
• Apply discount
  Previewing discounts through Bill Preview
  Once the discount is approved, the agent will be able to preview and bill the Job with the 50% discount.

Scenario 3

Customers are charged an Installation service fee on all new installations.  These can take up to two working weeks, but sometimes technicians are unable to perform them on time.  Customers can call, make a formal complaint and are eligible for a €20 discount on the installation service fee.
The discount should only be available until 31/12/2015, as the business reconsiders and revises its business rules on a yearly basis.

The discount should be applied on the job automatically, given that the conditions are met.

Solution

• Set up Auto Apply Job discount Definition
  A discount should be set up in the system with the settings and conditions below.  The discount should only affect monthly subscribers, and a separate one should be created for customers with a different billing frequency.

  Amount /Amount	Validity		Criteria
  Amount	Effective	Expiration	Segments	Product Criteria
  €20	01/01/2015	31/12/2015	Included Segments: Jobs whose actual completion date > expected completion date	Product: Installation Service Fee

• Apply discount
  Once the job is completed and ready for billing, the discount will be applied as long as:
  • the actual completion date was greater than the expected date (that was set to 2 weeks from the order date) 
  • the job is included in the segment
  • The 'Installation Service fee' was added to the job as defined in the 'Product Criteria' of the discount definition
  
  The agent will be able to view the €20 discount applied on the job via the 'Bill Preview' available via the 'Bill Job' action.
  
  

• If you are using a previous release, view CRM.COM Release Changes.
• Use the Additive discounts WEB API to create and manage Additive discounts from an external system, such as a customer portal. View the Additive discounts WEB API for a complete list of actions available through the WEB API.