- All
- Account balance (2)
- Adding (4)
- adjustment (1)
- administration (23)
- Allocating payments (2)
- appointment (9)
- appointment-feedback (1)
- assets (17)
- Authorisation (7)
- bar-code (1)
- Bonus (1)
- branding (2)
- Browser (1)
- business-units (1)
- calendar (2)
- Case Categories (7)
- Case wach list (2)
- Case Watcher (3)
- case-notes (2)
- Cases (24)
- case-sla (7)
- case-sweep (1)
- Chargeable Feature (1)
- Checklist (7)
- Commissions (2)
- company-logos (1)
- company-settings (5)
- cost_centre (1)
- custom (2)
- Custom Report Groups (1)
- Custom Reports (4)
- customer (39)
- customer-portal (1)
- custom-fields (2)
- custom-product (1)
- custom-service (2)
- Data (7)
- data-capture (2)
- data-migration (7)
- Delegated Access (2)
- delete (9)
- Digest Feeds (2)
- Digests (2)
- duplicates (2)
- Editing (2)
- Email (7)
- Email Signature (2)
- email-attachments (1)
- email-templates (6)
- environment-settings (1)
- exchange-server (4)
- Expiry (5)
- Export (3)
- files (1)
- finance (38)
- forms (3)
- Funds (10)
- gdpr (3)
- Groups (1)
- Hold Back (1)
- how-to (197)
- Images (2)
- integrations (11)
- internet-explorer (2)
- Invoice (10)
- knowledgebase (9)
- leads (21)
- lease (1)
- Liabilities (2)
- mail agent (6)
- mail-triage (2)
- marketing (5)
- merge (4)
- Mobile (2)
- Notification (2)
- office-365 (4)
- on-boarding (5)
- Opportunity (23)
- ordering (52)
- outlook-plugin (5)
- permissions (8)
- portal (3)
- presales (21)
- Pricebook (13)
- Product Stock (9)
- product-group (1)
- purchase-order (6)
- quotations (42)
- reconciliation (1)
- record (25)
- renewals (3)
- Reports (15)
- Sage (12)
- sales (86)
- Scheduled Email (1)
- search (3)
- Secure File (1)
- service (38)
- Services (9)
- settings (54)
- set-up (2)
- Signature (4)
- sites (1)
- sla-breach (1)
- sms (1)
- Stock (21)
- subscription (1)
- tags (1)
- tasks (12)
- terms (1)
- troubleshooting (5)
- unassigned (1)
- Updating (4)
- Upload images (2)
- user-roles (2)
- users (15)
- video (19)
- warehouse (1)
- widgets (12)
- work-stacks (21)
- Less
- More
- All
Customer Cancellation Process
Customer Cancellation Process
This feature is permission based:
Customer Cancellation
CRM Admin
Cancellation process will help completing and finalising the following areas in customer record:
1. Assets - ensure that all assets are ceased before cancelling customer record
2. Quotations - ensure that all quotes are marked as lost, won etc.
3. Sales orders - ensure that all sales orders are either completed or cancelled before cancelling customer record
4. Opportunities - ensure that all opportunities are closed off
5. Cases - ensure that all cases are dealt with accordingly
6. Future expiries - set up new expiry for the cancelled customer for future marketing
7. Customer owner - assign the customer record to telesales user to contact them at the appropriate time
To take advantage of this go to 'Actions' and select 'Begin Cancellation'
confirm that you want to continue with the cancellation process by clicking on 'Ok'.
You will be presented with the following screen
Select reasons for cancelling the customer record. You can select multiple reasons as shown on the image below.
Add description for more detail.
Select a new owner of the customer record.
Note: The owner will not be changed immediatly, the new owner will be assigned once the cancellation is fully processed. If you wish to change the customer owner immediatly click on 'Perform Now'.
You will be presented with the following update message
The changes made to cancellation form are saved automatically.
The next section will indicate whether specific areas have been completed or require further action.
Red circle = this section requires further action
Green circle = this section doesn’t require any further action
Note: Not completing areas marked in red circle will not stop you from processing the cancelation form. These areas are for your information only.
Future expiries
This field will be marked as red until there is at least one future expiry created against the customer
Assets
This field will be marked as red until all customer assets are ceased.
Cases
This field will be marked as red until all customer cases are closed
Opportunities
This field will be marked as red until all customer opportunities are marked as won, lost or cancelled
Quotations
This field will be marked as red until all quotations are closed
Sales Orders
This field will be marked as red until all sales orders are marked as completed or cancelled
By clicking on ‘Manage’ button against each section you will be directed to that specific area.
If you want to see the most recent update within the cancellation form click on ‘Refresh’ button
Capture the mood of the customer that you are cancelling as this can help in future conversation with the customer.
You can complete the cancellation process in stages, simply fill in the areas that you already have information about and continue by clicking on 'View Cancellation'
This customer will now be in status Live (PC) = Live (Pending cancellation)
Once you are happy with the form, click on 'Process'
You will be promted to confirm that you wish to cancel the customer record
This will change the owner of the customer record, change the status of the customer record to Cancelled and will trigger the cancellation notification to selected user (as per your workflow set up).
Author: Michaela Gormanova