Media

Zylker Services is a cable service provider which serves customers in multiple states in the USA. Every six months, the sales reps send reminder emails to their existing customers to renew their subscriptions. If the payment is not made after the emails are sent, the sales reps call the customers to remind them. Once they pass their due date, the company cancels the subscription.

Requirement

Remind the subscribers of their approaching subscription renewal date and cancel subscriptions if they do not pay.

Solution

Use workflow rules to set up and automate subscription reminder emails and assign a task for the sales reps to call the subscribers a few days before their renewal date.

Pre-requisites

• 1. Payment Due
  • Before
  • During
  • After
• 2. Subscription Renewal Status:
  • Not Renewed
  • Renewed

Let's see how it is done:

• 1. Navigate to Setup > Automation > Workflow Rules.
• 2. Select Create Rule in the Workflow Rules page.
• 3. Fill in the following details:
  • Module: Contacts
  • Rule Name: Send Reminders
  • Description: Remind Subscribers to Make Payment.
• 4. Enter the following:

  Configuration

  Condition I

  On a Date/time:10 days before Payment Due Date at 8 am

  Which Leads to apply this rule to:Subscription Renewal Status is Not Renewed Instant Action: Send email notification to remind the customers that their subscription will expire in 10 days. Scheduled Action (I): Send email notification to remind the customers to renew their subscription. (Execute 5 days after Rule Trigger Date) Scheduled Action (II): Assign task to sales rep to call the customer to renew their subscription. (The sales reps will change the status of customers who paid to 'Subscription Renewal Status is Renewed'. The reps will call those who meet the criteria Subscription Renewal Status is Not Renewed) (Execute 9 days after Rule Trigger Date) Scheduled Action (III): Send SMS (Webhook) one day before their due date to remind them to renew their subscription. (The company needs to have a third-party SMS provider like way2sms set up to send SMS through CRM) Scheduled Action (IV): Send email notification and SMS (Webhook) informing the customers that their subscription is canceled a day after payment their due date. (Execute 11 days after Rule Trigger Date)