Shannon Denniston, CCXP
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2G Critical Update Bill Insert
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CRM Call Procedures
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2G Email Content Sample
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CRM Call Procedures
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Upgrade Confirmation Letter
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CRM 2G Outbound Call Script

Product Sunset Notification

Monitronics Security, Customer Interaction & Lifecycle Manager
Project Intent
  • To make customers aware of upcoming product sunset and encourage upgrade to a new alarm system to maintain service. 

Audience
  • Customers owning an older version of alarm system, and requiring a 2G upgrade.

Challenge
  • Customers currently unaware of product sunset.
  • Once phased out, all cellular communication channel and connection to the Alarm Response Center (ARC) will be lost.
  • Dispatcher’s inability to respond poses possible safety threat to alarm user.
  • Messaging must a) imply that upgrade is absolutely necessary, but b) not blatantly state that service will be lost, in case the notification ends up in the wrong hands.
  • Effort may be perceived as a sales pitch.
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Solution | Skills Contributed
  • Wrote phone scripts and managed Customer Relationship Management team making outbound phone calls to reach high risk customers with outdated system.
  • Wrote personalized communication, mailed to customers CRM team unable to reach.
  • Bill inserts added to monthly statement as additional touchpoint.
  • Postcards mailed to notify customers of upcoming change with upgrade needed.
  • Call center display updated to notify agent to discuss when customer called in.
  • Call center procedures changed to begin requesting emails if none on file. 
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