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Learn to work with Additive discounts

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Excerpt
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Learn to work with Additive discounts

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  • Multiple discounts (expressed as amounts or percentages) can be applied simultaneously.
  • Auto apply discounts do not require an agent.  They are applied during billing, subject to conditions. 

  • Ad hoc discounts are selected by agents and are applied if conditions established in the additive the additive discounts definition are definition are met.

  • Ad hoc discounts carry less risk than auto apply discounts, as they can be set up to require approval by management personnel before billing.

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The same discount definition configuration entity is used for subscriptions and jobs.  Once the classification (subscription or job) is selected in the Data Entry page, the system displays the appropriate sections and fields.  The manual describes each classification in a separate table.

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The following diagram shows how each business need is mapped on an additive discount definition.

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jobs
jobs
Job 
discount definition fields

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Main Information

Type: Available for selection by agents (Ad Hoc) or provided automatically during billing (Auto Apply).

Classification: Select 'Jobs'.

Life Cycle State: Only 'Effective' definitions can be selected and applied.

Discount Settings

Determine the amounts, validity and products.

Discount

Discount Amount Type: Select between 'Percentage' and 'Amount'.

Range:  For ad hoc discount, users can define an amount or percentage range.

Discount/Percentage: Either the discount amount or the percentage value of the discount.

Discount Level (1-3):  Used where the discount is expressed as a percentage when more than one discount is applicable. The level determines the order in which each discount is applied:

  • The percentage of auto apply discounts of the same level is summed and the total is applied.
  • Percentage discounts are applied in ascending order of level. 
  • When multiple discounts are applied, discounts on each level discount is are applied in a series. E.g., if a 5% and a 10% discount is applied to a €100 invoice, then 5% is applied to €100 and 10% to €95.

Discounted Products: Select products or product types that can be offered with an additive discount.  

Products that are also offered as components of flexible bundles can be discounted when purchased as part of a specific bundle.

One-time services, expenses and physical goods (traceable and non-traceable) can be added to the list.

Validity

Fixed effective and expiration dates during which additive discounts can be offered.

Approval Settings (for ad hoc)

A safeguard against the arbitrary discounting of subscriptions. 
Enable Requires Approval and define the users or units authorized to approve discounts on jobs.

Discount Criteria

A list of criteria that should be met for a discount to be applied (for auto apply) or made available for selection (for ad-hoc).

Criteria from multiple sections and tabs must all be met.

If multiple criteria are defined (such as two account classifications) from a single tab then at least one must be met.

Billing Term

Billing Term Schemes: For ad hoc discounts, only schemes with a 'Flexible Pricing' Discount Option can be specified.

Concurrent Usage: Defines the required threshold value for a discount to be applicable to a job, using inclusive 'More than' and 'Less than' parameters.

Concurrent Usage Rate Percentage: Defines the required percentage threshold for a discount to be applicable to a job, using inclusive 'More than' and 'Less than' parameters.

Billing Term Effectiveness: Defines periods (before, after or between specified dates) that serve as criteria for the application of a discount.

The available options can be combined and are the following:

  • Billing Term Effective Date
  • Billing Term Expiration Date
  • Agreement Date
 Job

Job Type (list)

 Job Effectiveness: Defines periods (before, after or between specified dates) on which the job was initiated (Job Start Date) or expected to be completed (Job Expected Completion Date) that serve as criteria for the application of a discount.

Accounts Receivable 

The accounts receivableClassifications, Payment Preferences, andPresentment Preferences that serve as criteria for the application of a discount.
Outstanding Amount: Filters accounts based on outstanding amount using inclusive 'More than' and 'Less than' parameters on a specific due date, using 'Due in X days' or 'Due X days ago'.

Segment 

(associated with accounts receivables and jobs)

Included Segment: A list which can be selected and used to filter the jobs that can get the discount.

Excluded Segment: A list which can be selected and used to exclude jobs from getting the discount.
Price Plan

Plans to which the additive discount is applied.

Product

Specific Products or Product Types that should be present on a job for the discount to be applicable.

If more than one condition is specified, then all should be met.

One-time services, expenses and physical goods (traceable and non-traceable) can be added to the list. 

Allowed Organisational Units (for ad hoc discounts only)

The organisational units that the logged in user must belong to so that the discount can be added to a job.

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Main Information

Type: Available for selection by agents (Ad Hoc) or provided automatically during billing (Auto Apply).

Classification: Select 'Subscriptions'.

Applied Service Type: Defines whether auto apply discounts will be applied on 'Usage', 'Non-Usage' or 'Any' service type, which determines which set of criteria must be specified.

Life Cycle State: Only 'Effective' additive discount definitions can be applied.

Discount Settings

  Determine the amounts, validity period, products and how many times the discount can be applied.

Discount

Discount Amount Type: Select between 'Amount', 'Percentage' and 'Free Period'.

Range: For ad hoc, users can define an amount, percentage or period range.  E.g., if a 2 to 6 month range is entered, then the agent can offer 2 to 6 months on the subscription for free.  A range must be entered instead of a single value when the field is enabled.

Discount: Expressed as an amount or percentage, depending on the Discount Amount Type.
If set to 'Amount', then a UOT is used to determine how often the discount will be applied on billsbe applied on bills. E.g., if the discount is '€2', the UOT is 'Month' and the customer is billed yearly, then the discount will be €24.

If set to 'Free Period', then a UOT is used to determine the period for which the subscription will not be charged. E.g., if the discount is '€22' , the UOT is 'MonthMonths' and the customer is billed yearly, then the discount will be €24.If set to 'Free Period', then a UOT is used to determine the period for which the subscription will not be chargedthe customer will be billed for 10 months.

Discount Level (1-3):  Used where the discount is expressed as a percentage when more than one discount is applicable. The level determines the order in which each discount is applied:

  • The percentage of auto apply discounts of the same level is summed and the total is applied.
  • Percentage discounts are applied in ascending order of level. 
  • When multiple discounts are applied, discounts on each level are applied in series. E.g., if
the discount is '2' 'Months' and the customer is billed yearly, then the customer will be billed for 10 months.

Discount Level (1-3):  Used where the discount is expressed as a percentage when more than one discount is applicable. The level determines the order in which each discount is applied:

  • The percentage of auto apply discounts of the same level is summed and the total is applied.
  • Percentage discounts are applied in ascending order of level. 
  • When multiple discounts are applied each level discount is applied in a series. E.g., if a 5% and a 10% discount is applied to a €100 invoice, then 5% is applied to €100 and 10% to €95.
  • a 5% and a 10% discount is applied to a €100 invoice, then 5% is applied to €100 and 10% to €95.

Number of applied discounts:  Determines whether the discount can be offered to the subscription only once or a specific number of times or unlimited times. Optionally define the period in which the specific number of times can be applied.

 

(E.g., where period = '1 year' and the specific number of times = '2', the discount will be applied twice a year).

 

Discounted Products: Select products or product types that can be offered with an additive discount.  

Products that are also offered as components of flexible bundles can be discounted when purchased as part of a specific bundle.

Termed, usage and expense services can be added to the list.

Note
titleOnly applicable for Auto Apply Discounts

Depending on the value of the 'Applied on Services' field, different product types will be available for selection.

  • Usage services only: Usage services
  • Non-usage services only: Termed services and expenses
  • Any service type: Usage services, termed services and expenses.
Validity

Fixed effective and expiration dates during which additive discounts can be offered.

Duration

Determines how long the discount should be applied for, once it is added to a subscription. The following options are available:  

  • Effective From:
    • Last Bill to Date
    • Subscription Effective Date
    • Subscription Service Effective Date
    • Subscription Service Rated Up to Date
    • Binding Start Date
    • Agreement Date
    • Billing Term Effective Date
    • Fixed Date
    • Flexible Date (applicable for ad hoc type)
    • Buy in Advance Request Start Date (applicable only if 'Buy in Advance Request' criteria are defined).
  • Expires On (not available for Free Period Discounts, which end on the Free Period End Date):
    • Subscription Service Cancellation Date
    • Binding End Date
    • Billing Term Expiration Date
    • Fixed Date
    • Flexible Date (applicable for ad hoc type)
    • Fixed UOT measured in days, weeks, months or years
    • Buy in Advance Request End Date (applicable only if 'Buy In Advance Request' criteria are defined).
Note

If the subscription is missing a value for the 'Duration / Effective From' date, the discount is not be applied. 

If the 'Duration / Expires On' date is missing, the discount is applied.

E.g., if the Effective From Date is set as the 'Binding Start Date' and the subscription does not have a value for that field, the discount is not be applied. 

If the 'Flexible Effective' or 'Flexible Expiration' date options are selected, the following restrictions can be defined:

  • Flexible Effective Date Restrictions
  • Flexible Expiration Date Restrictions
  • Minimum Discount Duration
  • Maximum Discount Duration
Approval Settings (for ad hoc)A safeguard against the arbitrary discounting of subscriptions. 
Enable Requires Approval and define the users or units authorized to approve discounts on jobs.

Non Usage Discount Criteria

A list of criteria not related to usage services that should be met for a discount to be applied (for auto apply) or made available for selection (for ad-hoc).

Criteria from multiple sections and tabs must all be met.

If multiple criteria are defined (such as two account classifications) from a single tab then at least one must be met.

Billing Term

Billing Term Schemes: For ad hoc discounts, only schemes with a 'Flexible Pricing' Discount Option can be specified.

Billing Frequencies

 Binding Periods

Concurrent UsageDefines the required threshold value for a discount to be applicable on a job, using inclusive 'More than' and 'Less than' parameters.

Concurrent Usage Rate PercentageDefines the required percentage threshold for a discount to be applicable on a job, using inclusive 'More than' and 'Less than' parameters.

Billing Term EffectivenessDefines periods (before, after or between specified dates) that serve as criteria for the application of a discount.

The available options can be combined and are the following:

  • Billing Term Effective Date
  • Billing Term Expiration Date
  • Agreement Date
  • Binding Start Date
  • Binding End Date
 Subscription

Subscription Type (list)

Subscription Maturity: The discount will be applied to subscriptions that were not interrupted (rested or deactivated) for a specific period, or were interrupted for a limited time defined by the Maximum Interruption Threshold.

Subscription Effectiveness: Defines periods (before, after or between specified dates) on which the subscription and/or its services became effective, that serve as criteria for the application of a discount.

  • Subscription Effective Date
  • Subscription Service Effective Date
Accounts Receivable

The accounts receivable Classifications, Payment Preferences, andPresentment Preferences that serve as criteria for the application of a discount.
Outstanding Amount: Filters accounts based on outstanding amount using inclusive 'More than' and 'Less than' parameters on a specific due date, using 'Due in X days' or 'Due X days ago'.

Segment

Segments associated with accounts receivable and subscriptions are available.

Included SegmentA list of segments that can be selected and used to filter the jobs that can get the discount.

Excluded Segment: A list of segments that can be selected and used to exclude jobs from getting the discount. 

Price PlanPlans to which the additive discount is available.
Product

Specific Products or Product Types that should be present on a subscription for the discount to be applicable.

If more than one condition is specified, then all should be met.

Belongs in Bundle: Products that (in addiction to stand-alone) are also offered as components of flexible bundles can be used as conditions for discounts when purchased as part of a specific bundle. E.g., a discount will be applicable if the customers subscribes to Movies 1 (product) as part of the Gold package (flexible bundle).

Termed, usage and expense services can be added to the list.

Buy in Advance Request

Defines a set of duration ranges that are eligible for the additive discount. For each range, provide a From and To duration and the UOT in which the duration is measured (days, weeks, months or years).

Usage Discount Criteria

Criteria related to subscriptions with services billed based on their usage, such as PPV, VOD and games and are provided through Usage Service Catalogs.
At least one criterion from each section should be met for an additive discount to apply.

ServiceDefines a list of Usage Service Catalogs, Usage Service Types, andTermed Services that should be related to the rated usage services for the discount to be applicable.
UsageDefines a list of Usage Methods, Devices, Source Categories andDestination Categories available on the ordered rated usage services for the additive discount to be applicable. 
Quantitative

Date of Execution: Defines an inclusive range using 'From' and 'To' dates, during which rated services should be used to be eligible for the discount. The discount does not expire if nothing is defined in the 'To' field.

Day of Execution: Defines days of the week and a time range for each day, during which rated services should be used to be eligible for the discount.

Total Quantity (range per UOT): Defines the total quantity range for each Unit of Time (UOT).  UOT values can be 'Days', 'Months', 'Years' or 'Unlimited' (not evaluated for a specific period). The total number of rated usage services that were applied within the specified UOT (starting from the date of billing) should fall within the specified range to be eligible for the discount.

Total Usage (range per UOT): Defines the total usage range for each Unit of Time (UOT).  UOT values can be 'Days', 'Months', 'Years' or 'Unlimited' (not evaluated for a specific period). The total number of rated usage services that were applied within the specified UOT (starting from the date of billing) should fall within the specified range to be eligible for the discount.

 

Allowed Organisational Units (for ad hoc discounts only)

The organisational units that the logged in user must belong to so that the discount can be added to a subscription.

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  1. Navigate to Subscriptions and go to the Data Entry page of the subscription you want to discount.
  2. From the Action panel click on Subscription Related Actions >  Provide Ad Hoc Discount to open the Ad Hoc Discount modal.

  3. Discount Definition

    1. From the drop-down list select a discount to apply.
      Click on View Ad Hoc Discount Definitions to access the discount definition Data Entry Page and review discount details.  

    2. If a range has been defined in the discount definition, then one of the following discounts must be defined: 
      (Minimum and Maximum Allowed values are provided by the Tool Tip).

      1. Discount Amount to be applied
        OR
      2. Discount Percentage to be applied
        OR
      3. Free Period 
  4. Applicable Dates 

    1. Applicable From

    2. Applicable To
      The dates will be 'read-only' unless a 'Flexible Date' option has been defined.
      (If dates for the application of the discount must be selected, allowed dates will be made available in the tooltip).
  5. Apply On

    1. Select whether the discount should be applied to 'All Products' (as defined in the discounted products of the definition) or to 'Specific Products' to be selected by the agent.

    2. Discounted Products (available only if the 'Specific Products' option is selected)

      1. Select the products that should be discounted.
        (The discount will only be applied to the products that are defined in the list of discounted products of the additive discount definition even if more are selected).

  6. Click on SUBMIT.

Prerequisites

The life cycle state of the subscription must not be 'Regretted or 'Cancelled'.

The billing term scheme of the subscription must allow 'Flexible Pricing'.

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Subscription related ad hoc discount definition

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titleCompany ZX Available Subscription Discounts

Scenario 1

Company ZX requires agents to have access to a selection of discounts to offer customers with serious complaints.

Discounts should:

  • Be monitored, i.e., confirmed by the customer center supervisor before being applied on a bill.
  • Not exceed 20.00 per month
  • Be offered to the same customer a maximum of three times per year. 
  • Apply to the main service (not to additional services).
  • Be available until 31/12, as the business revises its business rules on a yearly basis.

Solution

  • Setting up an 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 (a separate one should be created for customers with a different billing frequency).

    Amount /Amount RangeValidityDurationNumber of Applied DiscountsApproval SettingsCriteria
    Amount RangeEffectiveExpirationEffective FromExpires OnPeriod Billing Term CriteriaProduct Criteria
    5 - 20 / month01/01/20xx31/12/20xxSubscription service effective date

    Fixed Date: 31/12/20xxSpecific Number: 31 yearManual by Unit: Customer care managers  Billing Frequency: MonthlyProduct Type: Subscription packages
  • Adding the discount on the 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 selected before submitting the discount. The agent should then inform the manager that a discount approval is required.
     
  • Approving the discount
    The manager should review the discount, decide whether to approve or cancel it, and inform the agent.
     
  • Applying the discount
    Once the discount is approved, the agent will be able to preview and bill the discounted subscription.
Subscription related auto apply discount definition


Job-related ad hoc discount definition

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titleCompany ZX Available Job Discounts

Scenario 2

Customers are charged a service fee on installations.  Installations can take up to two working weeks but can sometimes take longer (i.e., the technicians are unable to perform them on time).  Customers that call and make a formal complaint are eligible for a 50% discount on the installation service fee. The customer center supervisor should confirm such discount before they are applied on the bill. The discount should only be available until 31/12 as the business revises its business rules on a yearly basis.

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


Solution

  • Setting up an ad hoc job discount definition

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

    Amount /Amount Range ValidityApproval SettingsCriteria
    AmountLevelEffectiveExpiration SegmentsProduct Criteria
    50%101/01/20xx31/12/20xxManual by Unit: Customer care managers  Included Segments: Jobs whose actual completion date > expected completion dateProduct: Installation service fee
  • Adding the discount on the Job
    Once the discount is created the agent should add it to the job. The discount will only become available if the actual completion date is greater than the expected date (that was set to two weeks from the order date). This will be controlled through the 'Included Segment' criterion.
    The agent should remove any job products that should not be discounted.
     
  • Approving the discount
    The manager should review the discount, decide whether to approve or cancel it, and inform the agent.
     
  • Applying the discount / Previewing discounts through Bill Preview
    Once the discount is approved, the agent will be able to preview and bill the job with a 50% discount.

Job-related auto apply discount Definition

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titleCompany ZX Automatic Job Discounts

Scenario 3

Customers are charged a service fee on installations.  Installations can take up to two working weeks but can sometimes take longer (i.e., the technicians are unable to perform them on time).  Customers that call and make a formal complaint are eligible for a €20 discount on the installation service fee.
The discount should only be available until 31/12 as the business revises its business rules on a yearly basis.

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


Solution

  • Setting up an auto apply job discount definition
    A discount should be set up in the system with the following settings and conditions.  The discount should only affect monthly subscribers (a separate one should be created for customers with a different billing frequency).

    Amount /AmountValidityCriteria
    AmountEffectiveExpirationSegmentsProduct Criteria
    €2001/01/20xx31/12/20xxIncluded Segments: Jobs whose actual completion date > expected completion dateProduct: Installation service fee
  • Applying the discount
    Once the job is completed and ready for billing, the discount will be applied provided that:
    • The actual completion date was greater than the expected date (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 discount 'Product Criteria'.

    The agent will be able to view the €20 discount applied on the job through 'Bill Preview' under the BILL JOB action.

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

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Glossary  

CRM.COM TermDefinition
SubscriptionA selection of customer services billed on a recurring, usage or one-time basis.
JobA small project initiated by the operator for customers, involving the delivery and billing of services, products and activities. Customer requests and orders, such as that for a new subscription, can be initiated and registered through a job.
Product BundleA combination of component products offered for sale as one product. Flexible product bundles have a variable selection of constituent products as components. Fixed product bundles have a fixed selection. 

 

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