Management of Renewals

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Posted on by Dave Ashton

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Just wondering if anyone has seen a solution for CRM 2013 that will allow me to better manager the annuities for the products and services we sell.

In all cases we create the order in CRM and scribe passes it to NAV. All the product information regarding licence term etc is on the product card in CRM so to my mind it should be feasible however the only thing I can see currently is in contracts...and this is limited.

What I would like to end up with is a way for the Account Manager to be prompted that a renewal is due and some visual indication of what renewals are due by month and customer.

Regards

Dave

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Hi,

You could setup a workflow that is activated x amount of months/days before the license expires and send out an email from the workflow to the relevant people?

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Dave Ashton 197 on at

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Thanks Steve, I appreciate your response.

I can do the workflow bit, its the bit that lives in between the order and the reminder where the gap is.

I could just use the "Order Product" and the "Created On Date" as the triggers I guess unless theres a better way of doing it.

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Aileen Gusni 44,524 on at

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Dave,

What prompt you need?

Is that when the Manager login, see the record, or through like email notif?

For the fast way, you can provide view or report for users in dashboard so that every time he login, he can see the list of the renewal that already due.

Other, you can create form notification in crm form using javascript, or if email, you can use workflow or batch job to send it.

Thanks.

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I've built solutions around this in the past. Typical approach is to create something to remind the sales person towards the end of the licence / contract / warranty / etc.

A good candidate is to create a new Opportunity, say two months before the end of the contract period. You will need some simple code to copy the same product lines from Order Products to the Opportunity Products. What I tend to do is build all the business logic in Workflows, and use a custom Workflow assembly purely to do this "for each order product" loop for the given Order and Opportunity (created by the workflow).

Make sure the Opportunity keeps a lookup to the originating Order to make it easier for users to go back to that for reference. Users might want to be able to change things like quantities (if the customer got bigger) and apply discounts etc.

You can then build views to show Opps that have an originating Order (so they are renewals), sorted by estimate close date (hopefully that is before the current contract expires). This should be enough reminder. Add Tasks or (last resort) emails if necessary.

You need to figure out themoving parts of the business processes in some detail here - how long does a renewal sale cycle take? what do you do if they decline to renew? Should you report lost renewals separately from lost new business?

How do you figure out current pricing, compared to previous pricing? What if they were given a discount an incentive? Is that a year1 discount only, or every year? At Order level or Order Product level?

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Dave Ashton 197 on at

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Hi Adam

Great ideas, thanks very much for the effort you've gone to here.

The pricing question is a bit of a moving target, many of the back to back orders we process use pricelists influenced by exchange rates so I wouldn't be too concerned if the price element of the products remained blank.

Some work to do tho and I've got a starting point.

Very Grateful.

D

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Hi Adam,

I have just come across your post as we are busy customizing our CRM instance and looking for a very similar solution to the one you describe above.

In summary:

We have created a workflow that creates 'renewal opportunities' when an Opportunity is closed as won - that's the easy part. We now want to include the originating Opportunity's Opportunity Products in the creation of these 'renewal opportunities' but cannot find a way to do this via the workflow. From reading your post I now know that this is at least possible.

When you say "You will need some simple code to copy the same product lines", are you referring to code/script outside of the workflow? The reason I ask, is because if that is the case, then I may need to get someone more technical within our organisation to assist me with this.

Is anyway that I can achieve the copying of these Opportunity Product lines using standard CRM workflows?

Thanks very much in advance.

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Oraclerouter 5 on at

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Also, checkout renewalsite.com ... very easy to use interface with email notifications.

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