Renewal procedures are critical components of the sales process, each requiring specific attention and strategies. The following procedures detail the requirements for working renewal contracts.
Renewal Pipeline #
By following these call and email procedures, sales teams can effectively engage with customers throughout the renewal process, maximize retention rates, and build long-lasting relationships. It’s essential to strike the right balance between staying top of mind and respecting the customer’s time and preferences. Regular communication should be informative, relevant, and personalized to enhance the customer experience.
Day 1 – 3 #
Initiate the renewal process with a call the same day you receive it for renewal. If the phone call is unsuccessful, send an email.
- Familiarize yourself with the account as much as possible before calling.
- Review accounts for results – review analytics, review reports, etc.
*If reports are missing, please contact the department manager immediately.
Day 4 – 7 #
If no response by phone, email or booked meeting, make a follow up call. If no contact is made, try calling again later in the day.
*We expect two contacts daily in the first week
Day 14 #
If there is no response by phone, email or booked meeting, make a follow up call. If no contact is made, send “cancellation email” – opportunity to send site takedown email now, on day 7 after expiration – not OFL date – double check dates before sending.
Week 2 through Week 4 #
Calls should be made a minimum of three times a week with email follow-up. If we host a website the site should be taken down following the cancellation email and confirmation from Customer Care. Contact the customer immediately upon takedown to inform them and try and get the renewal back in.
*Renewals with no future scheduled appointments or not in negotiation will be moved on day 30.
Please Note: We understand that there will be exceptions to these call rules. For example, if you receive a load on Monday, and you know the client is out of town / not available until Wednesday that is fine, just leave a note stating this with task for Wednesday – there needs to be documented activity on the date the account is put out for renewal. Your manager does not need to question the status of a renewal – this should always be documented in HubSpot. Additional rules for HubSpot:
- Deals must be moved through the appropriate deal stages. If you close a deal, it is your responsibility to mark the deal closed / won and create a deal if necessary (upsell, new customer). Your manager is not responsible for deal creation / monitoring.
- We will be requiring email tracking through the HubSpot Sales Integration in Outlook for all client-related emails.
