Contract Renewal Within 90 Days

Contract Renewal Within 90 Days

Find and Verify Customers/Contracts/Coverage

There is a separate article for finding and verifying customers and contracts: Finding and Verifying Customers/Contracts/Coverage.

Open Contract in TIMX SCM

  1. Open TIMX SCM, click Enrollment > HS Search Panel.
  2. Search for the contract using either the Contract ID number, the Customer's First and Last Name or the Property Address.
  3. Enter the search criteria, click Search in the menu. This populates the results table.
  4. Double-click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.
  1. If you search by Contract ID number remember to leave off the Contract Version number (the .x at the end of the Contract number.
  2. You can also click the Search icon in the toolbar or select the All radio button next to the Hs Status line below the search criteria fields. Any of these will also populate the results table.

Determining if a Gap Payment is Required in TIMX SCM

  1. Click Payment to launch the Make a Selection pop-up.
  2.  Click the drop-down arrow and select View Payment Plan/Billing Mechanism to launch the Payment View screen.
  3. Verify the card on file with the customer.
  4. Click Payment History to launch the Payments View screen and locate the first payment received.
  5. Click Payment Preview to launch the Payment History pop-up and review the full history of payments across the life of the contract.
  6. Calculate whether a gap payment must be collected prior to renewing contract. If so follow the Process a Gap Payment process.
  7. Close out of all the screens and pop-ups and return to the Enrollment Form screen. 

Renewing a Contract in TIMX SCM

  1. Select Menu Options > Renewal Calculator to launch the Renewal Calculator screen.
  2. Verify any pending changes (deductibles, premium, options, etc.) and that the customer doesn't want to change the Bill Date.
  3. Confirm the customer wants to continue with any additional or optional items on the plan.
  4. Click Renew Contract on the Renewal Contract screen to launch a pop-up stating the contract has been expired for more than 30 days and if you'd like to proceed.
  5. Click OK to launch the Contract has more than 30 days pop-up.
  6. Enter the Application Received Date (this is the date in the Appl Date field in the Enrolment Form screen) and click OK.
  7. Verify all relevant data (contact and billing information, etc.) has been carried over to the new contract.
  8. Status will have changed to New, and Amount Paid will be $0.00. Click Save to save the contract.

 Enter Comments in the Communication History Log in TIMX SCM

  1. Click the Menu Options > Comm Hist Log to launch the Communication History Log screen.
  2. Click the Add icon in the toolbar to add a new row to each column in the log.
  3. Click in the new row of each drop-down field and select the following:
    1. Communication Source - Customer
    2. Communication Object - Customer
    3. Correspondence Type - Leave blank
    4. Communication Type - Retention Customer Service
    5. Communication Method - Phone
  4. Selecting "Retention Customer Service" as the Communication Type displays options below the Comments field. 
    1. Select Phone as Communication Method first.
    2. Click the Disposition Code down arrow and select Billing/Account Update. 
    3. Leave the In/Out Bound Flag and Renewed Flag check boxes as-is.
  5.  Enter the following in the Comments field:
    1. Caller: Customer's full first and last name
    2. Reason for call: Renewing expired contract
    3. Reason Details: Contract had expired and was renewed
    4. Action Taken: Renewed contract for customer, verified any changes, additions or options, and bill date
    5. Sales details: N/A
    6. PYMT details: Include the amount of the payment, if it was a full or partial payment, and the authorization number
    7. Sales Scripting completed: N/A
    8. ROD: Yes, if there is a new payment method being saved; Down, if the system is not working; N/A if no new payment method is being saved
    9. CC/ACH scripting completed: Read through script if a new payment method is being saved, otherwise N/A
  6. Click the Save icon in the toolbar. Click Yes to confirm changes and Exit in the pop-ups to close the pop-up.

Log the Call in Zoho Desk

There is a separate article for associating and logging a call: Logging a Call in Zoho Desk.

Overview

Contracts are typically renewed after they've been expired for 30 days or more, though there are rare occasions where a customer might request a renewal prior to 30 days past the last payment. That said, Customer Service Representatives can renew a customer's contract within a 90 day period; contract renewals after 90 days must be transferred to the Retention Department. You must first determine if a gap payment is due; if so collect a one-time payment prior to processing the renewal.

This process starts in Zoho Desk, transfers to TIMX SCM, then is completed in Zoho Desk.
Payment received from a Title company could be delayed up to 90 days from the Effective Date; take this into account when calculating if there is a gap payment due.

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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