Guidelines in Handling Expired Hosting Account

Guidelines in handling expired hosting account

From Billing

1. The Billing team leader will update the expired account report. ( The Suspension Report will be changed to Expired Hosting Account Report)

2. The Billing team leader will suspend the expired account after fifteen (15) days if no favorable feedback is received from the client and/or assigned consultant/CSR.

3. Refer to the Vtiger database to check for feedback or updates on the account.

4. If there’s a need for hosting extension, the CSR/Consultant must request for it by sending a job order under JO type: Shared Hosting-Others. Conforme should be presented stating the account settlement details. Billing team leader will directly process the job order request.

From Customer care

1. The CSR team leader will monitor and manage the expired accounts and will remind the consultant/CSR about it to avoid suspension. Or in the event of suspension, negotiation of account must be followed through.

Note: If CSR/Consultant requested to resume the suspended account, a job order must be sent under JO Type: Shared Hosting – Resumption. Conforme should be presented stating the account settlement details.

2. If the account was suspended;

A. The consultant is given one (1) month to negotiate the expired account. After the lapsed of the given period, the CSR team leader will follow up on the progress of negotiation and will prepare an investigation report why the said expired account was not recovered.

B. The CSR is also given one (1) month to negotiate the expired account under her custody. After the lapsed of the given period, the team leader will follow up on the progress of negotiation. If there’s no progress or favorable feedback, the assigned CSR shall now prepare an investigation report to be submitted to the CSR team leader.

3. The CSR team leader will assess and analyze the investigation report and will proceed with the cancellation report if the account investigation is found true and correct.

The account recovery approach

 Offer a different payment scheme (Up to four (4) installment terms for 2yrs and up E-commerce and corporate plans)

 Downgrade the hosting package

 Offer discounts and perks (up to 30% regardless of the hosting period)

 Extend the grace period (if necessary up to 2months from date of suspension)

 Offer hosting specification upgrade

1. The above counter offer depends on the NEED of the client in order to renew his/her account.

2. It is essential to analyze first why the client failed to renew their account from us.

3. Check the history of account to identify the following;

A. Frequently encountered problem

B. Hosting resource usage (how active)

C. Years of stay

D. Change of contact person

E. Designation of the decision maker/person handling the account

F. Payment process

4. Once the account expires, immediate negotiation must be done. If there’s a need for a client visit, do it right away. A personal approach is highly recommended to achieve an effective business deal.