RETEN

TIO

N A

GEN

T /

CU

STO

MER

RETENTION PROCESS – AS IS

Agent contacts customer RE: Upgrades

Customer calls in RE: Upgrade

Agent explains reason for call

Customer agrees to go ahead with call

Yes

NoAgent updates system and thanks client for his/her time

Agent performs CV 2 verification

Unsuccessful

Agent updates tickler & advises customer on verification requirement

Successful

Eligible for Upgrade + Account in Order?

No Upgrade due date is provided and updates tickler

Yes

Agent performs needs analysis

Customer advised on stock availability

All system deals provided to customer (this includes the catalogue deal)

Customer agrees to upgrade

No Agent updates tickler

Yes

Agent to load deal on RSS

Agent confirms delivery & physical address

Is an auto authorisation no generated

Yes

No

Process Continues on Next Page

RETEN

TIO

N A

GEN

T /

C

US

TO

MER

RETENTION PROCESS – AS IS

Customer agrees to upgrade

No Agent updates tickler

Yes

Agent to load deal on RSS

Agent confirms delivery & physical address

Is an auto authorisation no generated

Yes

No

Process ContinuesA

pp

roval /

Ing

ram

M

icro

Mob

ilit

y /

Cou

rier

Agent generates the Sales Order

Retention goes into fulfilment queueing for approval

Agent verifies of Retention was processed correctly

Approved or Declined

Declined

Notification will be send to the Retention Agent

Agent will review the deal & reason as to why Retention was Declined

Agent will amend/rectify deal & resubmit

A pick slip will be generated on Ability (auto process)

Order will write over to Ingram Micro Mobility (auto process)

IMM will release order and handover to courier for delivery

Approved

Courier will deliver order to customer

PO

S

SMS sent to customer, advising of Retention Reference no

IMEI is captured on RSS (auto process)

RETEN

TIO

N A

GEN

T /

CU

STO

MER

RETENTION PROCESS - NEW

Agent contacts customer RE: Upgrades

Customer calls in RE: Upgrade

Agent explains reason for call

Customer agrees to go ahead with call

Yes

NoAgent updates system and thanks client for his/her time

Agent performs CV 2 verification

Unsuccessful

Agent updates tickler & advises customer on verification requirement

Successful

Eligible for Upgrade + Account in Order?

No Upgrade due date is provided and updates tickler

Yes

Agent performs needs analysis

Customer advised on stock availability

All system deals provided to customer (this includes the catalogue deal)

Customer agrees to upgrade

No Agent updates tickler

Yes

Agent to load deal on RSS

Agent confirms delivery & physical address

Check list explained to customer

Process Continues on Next Page

Agent adds note onto comment field and clicks “saves”

Is an auto authorisation number generated

RETEN

TIO

N A

GEN

T /

C

US

TO

MER

RETENTION PROCESS - NEW

Yes

Process ContinuesA

pp

roval /

Ing

ram

M

icro

Mob

ilit

y /

Cou

rier

PO

S

Is an auto authorisation number generated

NoRetention goes into fulfilment queueing for approval

Agent verifies of Retention was processed correctly

Approved or Declined

Declined

Notification will be send to the Retention Agent

Agent will review the deal & reason as to why Retention was Declined

Agent will amend/rectify deal & resubmit

Approved

Agent generates the Sales Order

A pick slip will be generated on Ability (auto process)

Order will write over to Ingram Micro Mobility (auto process)

IMM will release order and handover to courier for delivery

Courier will deliver order to customer

SMS sent to customer, advising of Retention Reference no

IMEI is captured on RSS (auto process)