OLD PROCESS:

##Do Not Enter Any Dates on Any Board##

Save Opportunities Board

Details with Automations

1. Client sends cancellation notice via email.
2. CSL responds with this templated message:
   “Thank you for letting us know of your intent to cancel. In order to complete the processing of a cancellation, please continue to clarivoy.com/cancellationprocessing. Once you have completed this feedback, you will receive confirmation via email.”
   1. If dealer will not complete the survey, complete it on their behalf and note it in the Note column

1. Survey arrives with cancellation reason.
   1. An item is created on the Save Opportunities board
   2. An email is triggered  to Nan to connect the survey to the property board.
2. Nan will connect the item on the Save Opportunities board the the item on the Properties board.
   1. This will set the Status to Working on it.
   2. The CSL column will mirror from the Properies board
3. Once the connection is made:
   1. An email is triggered to sales@clarivoy.com
      {Item} has indicated that they would like to cancel. Please work with {CSL} to try to save this account. The cancellation reason has been given as {Cancellation Reason}. Please go to the Save Opportunities board to respond. https://clarivoy-squad.monday.com/boards/8039263293/
      1. Sales will choose from “Brandi will connect with client”, “Chris will connect with client,” or “Sales will not participate.”
      2. If no response from Sales and no selection made within 24 hours, automation will set this status to “no response” 
4. An email is triggered to the CSL
   “{pulse.name} has submitted their intent to cancel {pulse.dropdown_mkpk7r81}. Reason for cancellation was given as {pulse.dropdown_mknppgjz}. Please make sure that when you receive a cancellation, you are doing the following:”
   1. Reach out to find a way to combat the cancellation and remain a partner with them: no/low support options at reduced rate, temporary rate reduction, etc. If you need additional ideas, please reach out to Helen!
   2. Research their activities for the last 90-180d - have they logged in, had meetings, changed agencies, not shown up for meetings, etc
   3. Create an update in the conversation of the item(s) on the Save Opportunities board that includes all the information/history you can offer about the account
   4. @Helen in the {pulse.name} update
5. CSL will note any potential alternatives indicated on the board.
6. If Cost was the reason for cancelling, the Repositioning Guide will be sent to the dealer. **** Automate****
7. CSL or Sales will reach out to the dealer in an attempt to overcome objections.
8. If the CSL requires escalation to Amy or Helen, please indicate that in the Escalation column.
   1. A notification is triggered to Helen or Amy
      “{item's CSL} has requested your assistance with {item's name} as they are trying to save the account from cancellation. Please reach out to {item's CSL} at your earliest convenience.”
      
      NOTE: The above steps should take NO LONGER than 5 business days.
       
9. A final decision is reached to either continue services or cancel.
10. CSL chooses the appropriate resolution in the Resolution column.
    1. If resolution is “Lost”
       1. Automation will move the item to Cancellation Final on the Save Opportunities board
       2. A Make automation will set the Properties board item's Cancellation Reason to the reason shown on the SaveOpportunities board.
       3. A Make automation will set Final Date of Reporting to the last day of the month after the Notification Date
          1. This date will be mirrored to the Properties board, which will move the property to Pending Cancellation
       4. If you need to change the last date of reporting, do it on the Properties board and email the details to Laura.
    2. Automation will send this email to the dealer: 
       "I'm sorry to hear that you no longer wish to partner with Clarivoy as we provide {pulse.lookup_mkpdbcv} reporting. Per our agreement, we are accepting your 30 days notice of cancellation.
       Here's what that means for reporting:
       • We are in receipt of your cancellation request for {pulse.name} for {pulse.new_subscription}.
       • Your last date of reporting will be {pulse.lookup_mknskf7w}.  You may continue to receive emails requesting your data for 1 month following that date while we process your last month of data.
       • You will have access to the Clarivoy dashboard for six weeks past the final day of reporting.
       
       We're always looking for opportunities to improve. If you have any feedback you'd like to share with me, please reply to this email with your thoughts.
       Helen Moss
       Vice President of Customer Success"
        
    3. Automation will send this message to cancellations@clarivoy.com:
       "While every attempt to save this account has been made, final cancellation notice has been accepted. The final date of reporting will be {pulse.lookup_mknskf7w}. 
       Client: {pulse.name
       Subscription: {pulse.lookup_mkpdbcv}"
11. If resolution is Saved
    1. An automation will move the item to the Saved group
    2. A Make automation will remove the date from the “Cancellation Notice Received” column 
    3.  resolution is Discounted or Downgraded
    4. An automation will move the item to the Saved group
    5. A Make automation will remove the date from the “Cancellation Notice Received” column 
12. If Discounted
    1. A Make automation will set the Update Subscription status on the Properties Board to "Rescind Cancel/Hold.
    2.  An email will go to the CSL:
       "{pulse.name} has agreed to continue with Clarivoy at a discounted rate. 
       1. Go to the Properties board and update their monthly fee. https://clarivoy-squad.monday.com/boards/711735815/
       2. Email laura@clarivoy.com with the new fee for this account."
13. If resolution is Downgraded, an email will go to the CSL:
    “{pulse.name} has agreed to move from a Pro+ subscription to Pro. Please go to HelpJuice and follow the instructions for that change. https://clarivoy.helpjuice.com/en_US/account-changes/change-between-pro-and-pro.”
14. If resolution is Starter
    1. Automation will move the item to the Starter group.
    2. An email will go to the CSL
       “{pulse.name} has agreed to continue as a Starter account. Please go to HelpJuice and follow the instructions to make this change: https://clarivoy.helpjuice.com/account-changes-category/downgrade-mtsa-to-starter”