Rebooks - Qualifying & Best Practices
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Rebooks - Qualifying & Best Practices
This article will clearly define what qualifies as an order rebook and the best handling for a rebook.
| Topic/Question | Response |
|---|---|
| What a is rebook? | A rebook is when a new license order has been booked as closed won, and then based on certain criteria as defined below, the customer’s order is either canceled or returned and rebooked. |
| How is a rebook defined? | A rebook can occur based on one of the following two situations: 1) Order is rebooked within 24-48 hours of the processing of the first order and the order is processed for the same amount, or 2) Order was placed with administrative errors - to include inaccurate handling as identified by the order processing team. |
| Which team handles rebooks as defined above? | New License Team |
| For all other reasons surrounding the return, which team handles the processing of those orders? | Re-Engage Team |
| What happens if the customer states that they need more time to evaluate the license? | If they request more time after the order month, then the order should be returned. Once the return is processed, the Research Case Specialist will create an opportunity for the Re-Engage team to manage the communication moving forward. |
| What if the customer sends an email asking for a change in the license post processing of the order? | If the request comes in within the same month that the order was processed, then the NLR agent can make the requested change to the Order Processing team. If the request for the change comes in after the order month, then a return request should be submitted to Return Team. This will then initiate the Research Team to partner with the Re-Engage team to create the new order. |
| As a member of the AR or Collections team, what steps should I take when an NLR customer states that they did not purchase the order or that they need more time? | If the customer references that they need more time, clarify with the customer if they need more time to make the payment, or if they need more time to test out the product. If they need more time to evaluate the product, then create the return request, which will prompt the required workflow to move it to the Re-Engage team. If they need more time to make the payment, then ask more details into the reason for needing more time to make the payment. |
| As a member of the AR or Collections team, what steps should I take when an NLR customer asks for a change in the license coverage? | If their request is within the same month as the order month, then create an activity for the NLR agent on the related opportunity to request the change to the license. If the request is after the order month, then create the return request, which will prompt the required workflow to move it to the Re-Engage team. |
| What is the process/workflow for handling these type of cases? | 1) A case ticket is created for the Research Team, 2) The Research Specialist will evaluate the case and distribute the opportunity to either the NLR team or the Re-Engage team based on the definitions above, and 3) The research team will provide research to assist the sales rep in continuing outreach. |
