2G Critical Update Bill Insert

CRM Call Procedures

2G Email Content Sample

CRM Call Procedures

Upgrade Confirmation Letter

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scripts and managed Customer Relationship Management team making outbound phone calls to reach high risk customers with outdated system.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.