To provide a better customer experience and align Account Services with the same price points as Retail, we’re replacing the “Early Upgrade Buy Up” offer strategy with a new program called “Upgrade Now”. There will be 2 tiers for Upgrade Now fees, based on whether it’s an advanced or non-advanced device:
Non-Advanced Devices
- 09-11 mos. RLOF: $150 UPGRADENOW; CSM charge code: BUY150
- 12-14 mos. RLOF: $125 UPGRADENOW; CSM charge code: BUY125
- 15-17 mos. RLOF: $100 UPGRADENOW; CSM charge code: BUY100
- 18-21 mos. RLOF: $50 UPGRADENOW; CSM charge code: BUY50
Advanced Devices
- 09-11 mos. RLOF: $275 UPGRADENOW; CSM charge code: BUY275
- 12-14 mos. RLOF: $225 UPGRADENOW; CSM charge code: BUY225
- 15-17 mos. RLOF: $175 UPGRADENOW; CSM charge code: BUY175
- 18-21 mos. RLOF: $100 UPGRADENOW; CSM charge code: BUY100
Offers will continue to be targeted in sView/i-Care (Campaign: XU UPGRADE NOW) based on rebate life on file and other qualifying criteria.
Agents must discuss the buyback program with customers.
Retail stores will require the customer to use the buyback program on their old device (exceptions may apply), which in turns gives the customer an instant credit.
Important note: Retail will not be going live until 6/18/12.
Prior to 6/18/12:
- Account Services will handle the call business as usual the same way we’ve handled the buy up offer.
- Offers will need to be dispositioned as Offer Accepted/Declined based on the outcome.
After 6/18/12:
- Refer to nearest corporate owned store so the customer can take care of the entire upgrade process end-to-end without having to wait for their device to be delivered or their buyback credit to appear on the account.
- Important: If customer chooses to visit a store, disposition as Offer/Declined. The store will disposition the Accept during the fulfillment process.
Notes for Account Services:
- Familiarize yourself with the new tiers available based on device type.
- Review Targeted Offers to determine if customer is eligible for this offer.
- If customer is eligible:
- Educate on what the Upgrade Now program is, how it works, and options for completing the Upgrade.
- Position Buyback on every call (instant if going through retail or future bill credit if processed online).
- If prior to 6/18/12, handle the call business as usual the same way we’ve handled the buy up offer.
- After 6/18/12, discuss with customer benefits of visiting a store and provide an address to the nearest corporate store. If customer does not want to go to a store, then handle business as usual, the same way we’ve handled the buy up offer.
- Disposition the offer:
- If before 6/18, disposition business as usual based on the outcome of the call.
- If after 6/18 and you refer to store to have offer fulfilled, disposition as Offer/Declined. The Store will click Accept during the fulfillment process.
