Introduction

Introduction

The retention process at Foodhub Company is a critical component of our business strategy aimed at fostering long-term relationships with our valued clients. This includes offering exclusive discounts.

Deals Given:

  1. 1-Rental Deal:

    • Rental options include 0&0, 1&2, and 2&4.
    • Duration options are 4, 8, and 12 weeks.
    • Setup fees are £0.

  2. Outstanding Balance (OSB) Deal.

Procedure for Rental Package Usage:

  • Go to the "Specs" section.
  • Search for "Change of Deal."
  • Click on "Update Deal."
  • Choose the deal from the list of available deals.
  • Ensure that the selected deal matches Foodhub's rental fees and weeks, with setup fees set at £0.
  • If the desired rental option is not in the list of deals, contact the billing team through a task.

Procedure for OSB Offer Usage:

  • Send a credit request email to your manager.
  • Request a maximum waiver of £150 from their Outstanding Balance.

Retention Successful:

  1. Activate the Account and Go Live:

    • Activate the client's account and transition them to live status.

  2. Setup Mandate:

    • Establish the necessary payment mandates as required for the client's continued service.

  3. Clear Outstanding Balance (OSB) if Any or Waive OSB:

    • Check for any outstanding balances and clear them.
    • If needed, waive the outstanding balance.

  4. Apply the Offered Deal:

    • Ensure that the deal offered to retain the client is applied to their account.

  5. Assign an Account Manager (AM):

    • Assign an Account Manager to the client.
    • Document all details of the offer for clear communication.

  6. Open the Native Website:

    • Access the native website for any additional necessary updates.

  7. Update DATMAN Sheet:

    • Ensure that the DATMAN sheet is updated with the relevant information regarding the retention.

Retention Failed:

  1. Clear Outstanding Balance (OSB):

    • Check for any outstanding balances and clear them.

  2. Arrange for System Collection:

    • Coordinate with the client based on their availability.
    • Arrange for system collection, possibly through a courier service like DPD.

  3. Send Label for Paid Pickup:

    • Provide the client with a shipping label for the paid pickup of their system.

  4. Advise Picture Documentation:

    • Advise the client to take pictures before and after packing the system and its accessories to document its condition.
Important info to know:

  1. Client Contact within 72 Hours (TAT):

    • Agents are required to contact the client within 72 hours from the time the retention request is raised.


  3. Client Agreement:

    • If the client agrees to continue working with the company, the task is transferred back to the retention Account Manager (AM).
    • The AM manages the client's account for 90 days with clear documentation of all discussions and agreements.