RETAIL ORDER ENTRY PROCESS

Transcription

1 TABLE OF CONTENTS RETAIL PORTAL ORDER ENTRY... 1 PLACING AN ORDER... 2 ERROR MESSAGES... 4 CUSTOMER INFORMATION... 5 RISK ASSESSMENT PROCESS... 7 BENEFITS OF COLLECTING PREPAYMENT:... 8 PREPAYMENT AND PCI COMPLIANCE... 8 OFFERS DISPLAY... 9 Step 1: Customize Your Order Step 2: Enter Your Info Step 3: Schedule Installation ORDER CONFIRMATION: Order Confirmation ORDER DOES NOT AUTOMATE ABANDON ORDERS Top Reasons Orders Don t Get Installed and How You Can Reduce Them RETAIL PORTAL ORDER ENTRY URL: User Name and Password are required to access the portal. Preferred Internet browsers are Google Chrome, Internet Explorer 8 (and above), and Firefox. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 1

2 PLACING AN ORDER Input street address & zip RETAIL ORDER ENTRY PROCESS o o System checks for serviceability If it shows as non-serviceable: re-check spelling of street; re-check zip code (can use spell street name out (no abbreviations); put apt # in Apt field Please do not use comma, on any field Charter Call Center can double-check serviceability if these changes do not work Click Start If the address is not serviceable the following message will be displayed: This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 2

3 If there are Charter Services installed at this address this message will be displayed: When selecting Yes, I have existing Charter service at this address and click Log In, enter the account number, so additional services can be added: When selecting No, I would like to set up new service for this address and click View Offers you will be able to enter customer s contact information and select offers. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 3

4 ERROR MESSAGES: Customer NOT Serviceable: If the address entered is not within Charter s footprint, this message will be displayed: Sorry, Charter services are not available Select the Return to Address selection screen link to start over Delinquent Customer: A Delinquent customer is an active customer that owes a past due balance. If the address entered follows under this category, this message will be displayed: This Order cannot be placed Please have the customer contact Customer Non-Pay Customer: Non-Pay is an inactive customer that owes a balance due to non-payment. If the address entered follows under this category, this message will be displayed: This Order cannot be placed Please have the customer contact Customer (855) for more information This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 4

5 IF THE ADDRESS IS SERVICEABLE AND THERE ARE NO ISSUES WITH THE ACCOUNT, THIS SCREEN WILL BE DISPLAYED: CUSTOMER INFORMATION Confirm if customer has lived in that address for over a year. o Selecting NO requires the customers previous address to be input- This helps identify customer status (past history). o Selecting YES indicates this is a resident who has lived there longer than a year without having any active Charter services. Input customer s name, phone number and address (information must be the account owner info). Must use customers address- Do NOT use a fictitious or store address- If customer does not have an address please call to complete the order. Input your Agent s Address This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 5

6 Based on Customer Information provided, the assessment will determine if the Customer requires Prepayment or not. If the customer is required to prepay for this order a message will be displayed. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 6

7 IF CUSTOMER DOES NOT REQUIRE PREPAYMENT, THIS MESSAGE WILL BE DISPLAYED: NOTE: If for example the order does not automate and the Retailer needs to call in the Order Entry Team to complete the order, and he/she is informed that the Customer requires prepayment (even though the Buy Flow said the opposite), the customer will have to prepay. The call center does not have access to our portal. All decisions made by the order entry team in terms of whether or not the customer requires a prepayment will supersede what the order entry screen stated. RISK ASSESSMENT PROCESS Former customers who either owe Charter >$20 or unreturned equipment require prepayment to schedule 8% of prospect service locations flagged as risky require prepayment to schedule Prepayment scenarios Former customers who do not owe Charter >$20 or unreturned equipment do not require prepayment to schedule 92% of prospect service locations not flagged as risky do not require prepayment to schedule Charter now uses Experian to better identify former customers to properly ascertain risk and asses prepayment only when necessary. Charter does not request a SSN from customers. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 7

8 BENEFITS OF COLLECTING PREPAYMENT: Customer is now invested, less chance of a chargeback occurring during the initial 120 Days. Customer is less likely to have sticker shock when fist bill is received as the installation and initial month are already paid. Increase volume by viewing prepay requirements as part of doing business rather than a no thank you. Increased volume combined with reduced chargebacks mean higher bounties Assuring customers sign with Charter through YOU, creating opportunities for additional future business and increased referrals. PREPAYMENT AND PCI COMPLIANCE Charter is committed to help our dealer partners to embrace PCI Compliance in order to collect prepayment information when Charter requires it. Assures that your customer s order is completed by YOU from start to installation date confirmation. Note: If you are not PCI Compliant and your customer requires prepayment, you will need to contact our call center and transfer the call to our customer service representative so he/she can collect prepayment information. Failure to properly safeguard customer s personal data can result in fines, penalties and most importantly lost sales! Here is the link to the PCI Securities Standard s Council to give you a better understanding of their mission and why these standards are so important today: There are several companies authorized by the PCI Council to assess and certify your company as being compliant. Price for a small level 4 business is very nominal: This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 8

9 OFFERS DISPLAY Choose the offer of your customer s preference. Localized offers: Price may vary by market, for example certain markets could have an overbuilder offer of triple play at $79.97 instead of $ The address you enter drives your customer s offer in the portal. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 9

10 Step 1: Customize Your Order Selecting Equipment your customer will need If customer wishes to add DVR to their order you must select the Yes box. Select the number of TV s the customer wants wired for service. Select the type of box the customer would like (HD, DVR) Each TV requires a box. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 10

11 Customize Your TV Lists what is included in the package, and provides ability to add premium channels and additional digital packages as available based on the package selected (Digital Tier 1, 2). This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 11

12 Customizing Your Internet The modem is FREE. Provides the ability to add a wireless router to the order (WiFi). A monthly fee and a One Time Activation Fee will be added. Customizing Your Phone Provides the ability to keep your current phone number or get a new phone number through Charter. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 12

13 At the bottom of the screen the Monthly Total will appear. Click CONTINUE IF DEALER IS PRESENT WITH THE CUSTOMER: The 911 acknowledgment will be displayed. Customer must read the terms and check I Agree to indicate he/she understands and agrees. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 13

14 If not present with customer: upon completion of the order, customer will receive an with a link to accept the E911 service agreement. If customer did not accept the terms and conditions via address, retailer must call and transfer the call to customer in order to complete E911 service agreement. Step 2: Enter Your Info Confirm customer s address If you the retailer clicked on the Address Selection Screen that you were present with the customer, the E911 Agreement check box will be displayed. Customer must read the E911 terms and check to indicate the customer understands and agrees. Check I agree with Charter Residential Terms of Service. In Agent s please type your address in the field. This will send you a confirmation page of the order. Click SUBMIT ORDER. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 14

15 Select between: - Credit Card - Checking /Savings If customer requires prepayment and Retailer is PCI Compliant, enter the Customer s billing information to pay the amount due. If the Retailer is not PCI Compliant please warm transfer the Call to the Order Entry so customer can provide Credit Card information and program installation. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 15

16 Step 3: Schedule Installation After selecting potential date and time, click Continue. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 16

17 ORDER CONFIRMATION: Order Verification Print and keep as a reminder of the installation appointment. If the order includes Phone service and/or the customer would like to keep existing telephone number with Charter, please remind the customer to complete TPV & E911. The customer will receive an , which includes a link to Charter Services Acceptance Agreements. Customer must review and accept the terms and conditions within 24 hours of receiving the ; otherwise the Phone Service will not be included in the order. If the customer did not accept the terms and conditions via address, the retailer must call and transfer the call to customer in order to complete the porting and E911 agreement (when customer was not present at the time the order was placed). This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 17

18 Order Confirmation When the order is completed the customer and retailer will receive an confirmation Charter Services Acceptance Agreements If the order includes Phone service and/or the customer would like to keep existing telephone number with Charter, the customer will receive this , which includes a link to Charter Services Acceptance Agreements. Customer must review and accept the terms and conditions within 24 hours of receiving the ; otherwise the Phone Service will not be included in the order. If the customer did not provide an address, the retailer must call and transfer the call to customer in order to complete the porting and E911 agreement (when customer was not present at the time the order was placed). This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 18

19 This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 19

20 Wrapping Up Advise the customer to expect a reminder phone call from Charter to confirm scheduled date and time of install. If customer needs to change the installation date/ time, they may call Charter Customer Service at Get-Charter (24/7). If for any reason the portal is directing you to call into Order Entry to finish the order or you need to make changes to the order please do so by calling Have your sales ID ready along with the Order Confirmation / Account Number. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 20

21 ORDER DOES NOT AUTOMATE If the Order does not automate, the portal will direct you to call into Order Entry to finish the order, please do so by calling Have your sales ID ready along with the Order Confirmation number. The main reason for non-automation is that the customer requires prepayment and the Retailer is not PCI Compliant. Another reason could be that the address is not in Charter s Billing System. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 21

22 ABANDON ORDERS If the Portal directs you to call into Order Entry and you the Retailer do not call within 4 hours, Charter s Call Back group will call the customer and try to successfully close this order. If this order gets installed, you the retailer will get credit for the sales. Usually an order is abandon when: The customer is not ready to prepay The customer is not ready to make a decision Training issues with the Retailer s agent Top Reasons Orders Don t Get Installed and How You Can Reduce Them o Customer changed his mind and cancelled the installation, either during the installation confirmation call or by contacting Charter directly; or told Charter he didn t place the order. Confirm that customer wants Charter service. Cover the monthly rate and installation fees in detail and confirm customer acceptance. o Customer owes a balance on a different account. Be sure to read the question Are you moving to this address or have you lived here less than a year? to the customer, and if necessary input the customer s previous address. The system will attempt to match the name with the address to assess the situation, and will guide you accordingly. o Customer required prepayment and didn t have a credit card to pay for the installation + first month s service. Be sure to explain to the customer that in some cases, pre-payment of the installation cost plus the first month s service is required prior the installation. o The customer was not at home when the technician arrived to install the service. At the end of the transaction, confirm the date/time of the installation, and ask them to keep the information in a conspicuous place so they will remember. If circumstances later change and they cannot make the appointment, he can call GET-CHARTER (24/7) to reschedule the installation. o No one over 18 was present when the technician arrived to install the service. Be sure to read this section on the Order Summary page aloud to the customer to be sure he s clear on this. o Customer waited at home but no installer arrived. Order was not scheduled in Charter s billing system. Be sure to call Charter s Call Center for any orders that do not display a choice of installation dates. This document is subject to change. Not intended for customer distribution. Created on: 5/7/15 Page 22