PR-4104 · Live
Renew Alert
Each morning, Renew Alert checks the agreement book and finds every service agreement coming up for renewal. For each one, it pulls the customer's history together and drafts two or three talking points for the call: how long they have been a member, the visits they have had against the visits they are owed, the equipment on file, and anything from recent service worth mentioning. The brief is waiting in the Membership Coordinator's queue when they sit down. They read it in a couple of minutes and call the customer, working from the talking points. After the call they mark how it went.
The promise
Every renewing customer is researched before the call, with the history pulled and the talking points written. The coordinator spends their morning calling members and renewing them, and the account digging is already done. Every customer gets the same prepared call, even on the busy weeks.
How it works
The path from input to value.
- 01
Finds the renewals each morning
Renew Alert checks the agreement book every morning and pulls every service agreement coming up for renewal inside the window the coordinator set.
- 02
Pulls the customer's history together
For each renewing agreement it compiles the customer's tenure, plan, visits owed against visits delivered, equipment on file, and any recent service events.
- 03
Drafts the talking points
It writes two or three personalized talking points for the call, based on that customer's real history and matched to the tone the coordinator chose.
- 04
Delivers the brief to the queue
The history and talking points show up as one entry in the coordinator's review queue, ready to read before they call.
- 05
Records how the call went
After the call the coordinator marks the outcome against the agreement, and the Service Manager can see the renewal picture for the cohort.
The day before. The day after.
Same moments. Lived differently.
Pulls the renewal cohort and prints it. Picks the first account and starts digging: tenure, plan, visits owed, equipment, last service. Writes down a few points to raise.
8:15 AMOpens the Renew Alert queue. Every renewing agreement is already researched, history compiled, talking points drafted.
8:15 AMBefore
Pulls the renewal cohort and prints it. Picks the first account and starts digging: tenure, plan, visits owed, equipment, last service. Writes down a few points to raise.
After
Opens the Renew Alert queue. Every renewing agreement is already researched, history compiled, talking points drafted.
Forty-five minutes in, they have prepped three accounts and made two calls. The prep keeps eating into the calling block.
9:30 AMReviewing each brief in two minutes and calling straight through. Already further down the cohort than they usually are by mid-morning.
9:30 AMBefore
Forty-five minutes in, they have prepped three accounts and made two calls. The prep keeps eating into the calling block.
After
Reviewing each brief in two minutes and calling straight through. Already further down the cohort than they usually are by mid-morning.
Behind on the cohort. The newer members take the longest to research, so they call them with thinner notes than they would like.
1:30 PMThe newer members are prepped to the same depth as the rest, so those calls land just as well.
1:30 PMBefore
Behind on the cohort. The newer members take the longest to research, so they call them with thinner notes than they would like.
After
The newer members are prepped to the same depth as the rest, so those calls land just as well.
Updates the renewal-rate tracker for the Service Manager. A few accounts never got a proper call today; they roll to tomorrow.
4:30 PMLogs the day's outcomes against each agreement. The cohort got worked end to end, and the Service Manager has the retention picture.
4:30 PMBefore
Updates the renewal-rate tracker for the Service Manager. A few accounts never got a proper call today; they roll to tomorrow.
After
Logs the day's outcomes against each agreement. The cohort got worked end to end, and the Service Manager has the retention picture.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Does not contact the customer; it never sends a text, email, or automated call to the member.
- ×Does not place the renewal call or renew the agreement automatically.
- ×Does not create, modify, price, or bill service agreements.
- ×Does not process renewal payments.
- ×Does not provide a retention-rate analytics dashboard.