Stop Saver (NCS Circ)

On this page you can find the information about the Sttop Saver flow and how to configure it

DISCLAIMER

Product Information contained within this document, including technical information and functional specifications, is subject to change without notice. Naviga reserves the right to make any changes to the information in this document at any time without notice. Naviga makes no warranty, representation, or guarantee regarding the suitability of its products and services for any particular purpose.

Reviewed and rewritten March 2nd, 2023

Intro

Stop Saver flow allows you to prevent users from unsubscribing by offering them special promotions if they decide to stay. Alternative options can be the reiteration of the benefits statement or an action such as a downgrade or price change.

The feature is supported in Subscribe for both One CSR Portal and Account Management applications.

This flow is the enhanced version of the default cancellation flow and it doesn't work straight from the box but has to be configured and turned on by the Naviga Ops team. If you prefer, you still can use the default cancellation flow.

The goal of this guide is to help you understand and configure the Stop Saver flow.

Before you start

Make sure you meet the following prerequisites before starting the tutorial steps:

• The minimum required Subscribe version is 3.13.1 or above

• The minimum required NCS Circ version is 2018.5 or above

Configuration guide

Stop Saver Steps Sequence

The first step is to define the sequence of the Stop Saver steps for each Stop Reason. There are 4 steps available:

1. Benefit - this Step exists only in One CSR Portal. The purpose of this step is to help a CSR address customer's issue in the best way possible

2. Temporary Stop (Vacation) - suggests scheduling a Vacation instead of a permanent cancellation. For more information about Temporary Stops in NCS circ please see this page.

3. Stop Saver Smart Offer - at this step the user is presented with a different offer they can switch to, e.g a discounted offer or the lower level offer. The process is similar to Downgrade but requires different smart offers to be set up. If NO Stop Saver smart offer will be assigned for the subscription then this step will be skipped.

4. Cancellation - at this step the subscription is stopped permanently. For more information about the cancellation in NCS Circ please see this page.

Please note that the step sequence will be the same for both Account Management and One CSR Portal, except for the Benefit step, which only applies to One CSR Portal.

The user is able to navigate back and forth between the steps or abort the flow until a permanent stop is scheduled.

We recommend using the following template:

Stop Saver Steps Sequence

Below you can find the Stop Saver steps sequence that exists in Naviga internal environment. You can use this as an example:

Stop Saver Steps Sequence - Example

• For the following reasons display the Stop Saver Downgrade Offer and then Permanent Stop:

  • Reading Other Newspapers

  • Content

  • Never Ordered

  • Moving

  • No Time to Read

  • Delivery Service Issue

  • Subscription Price

• For the following reasons display the Vacation option, then Stop Saver Offer, then Permanent Stop:

  • Do Not Want to Renew

  • No Reason

• Go directly to Permanent Stop for the following reason(s):

  • Medical

Stop Saver Smart Offer

Then you need to create the smart offers that will be presented to the users at the Stop Saver Smart Offer step.

From the Solicitor Concierge dashboard please do the following:

1. Select the Offer Groups section in the left sidebar menu

2. Choose an offer from the section on the right side OR click the + sign to create a new one

3. Setup the offer as usual

4. Select the coding section. Choose SmartOfferSegment and check the smart offer box

5. Select update or save as new

6. Go to the Additional options section, select Sales Platforms and check the Subscriber Site checkbox. This step is necessary for the offer to be presented in One CSR Portal and Account Management

7. Enter the smart offer code in the Code field and remember it. This code is also referred to as Smart Offer Segment. Please note that the code doesn't have to be unique.

8. Select StopSaver from the smart offer type drop-down menu

Please remember to use in this flow the offerGroupIDs with the smart offer type Stop Saver but not the regular downgrade, though their offer parameters could be pretty much the same

Coding -> Smart offer segment

Business Rules Document

The Business Rules document specifies the rules for assigning the newly created Stop Saver smart offers to the subscriptions.

A business rule must contain the Smart Offer Segment and the characteristics of the subscriptions you want that smart offer to be assigned to

These offers will be converted to SQL scripts and applied to the database, so it's nice to keep that in mind when you will be creating the business rules.

Business offers can be versatile. You can create as many rules as you need to cover any type of scenario but please bear in mind that only one Smart Offer Segment will be displayed to the user. So in case business rules overlap and there will be more than one Smart Offer Segment assigned to the subscription only one will be displayed.

If you want multiple offers to be displayed for the user (like in this example) then you have to create multiple Offer Groups with the same SmartOfferSegment

Please also note that Stop Saver Smart Offers do NOT depend on the Stop Reason, i.e for the same subscription the same smart offer will be presented for all the reasons that have Stop Saver Smart Offer step.

In the example below a print subscription will end up with two SmartOfferSegments '15off' and 'DigOnly'assigned to it. But only one (the first one assigned) will be displayed.

You can find some examples of Business Rules below:

Assign SmartOfferSegment='15off' for all print subscriptions

Assign SmartOfferSegment='DigOnly' for all print and hybrid subscriptions

Assign SmartOfferSegment='SaverPlus' for the digital subscriptions with NewspaperID = {X} and Term = {Y}

Please note that for NCS Circ in case the subscription and the offer you're changing to are on auto-renew then the subscription and the offer should have the same Term

If you are not sure your business rules are correct please input a Salesforce case and our support team will review them.

Account Management - specific

The following steps need to be completed after Naviga Ops team has created the Stop Saver page in your stage (deploy) environment

Update CMS STOP URL

You need to update the Cancel Subscription link so that it redirects the users to the Stop Saver page instead of the Cancellation page. To do that please go to the Navigation section, Links subsection, select the Cancel Subscription link and update the Href field.

Navigation -> Links -> 'Cancel Subscription'

Update Page Content

Please go to the Content section, select the StopSaver page and configure the content you want to see on the page

Content -> 'Stop Saver' page

One CSR Portal - specific

The content of one CSR portal is not managed vis CMS but is embedded in the code. So you need to submit the document with the text you want to be presented to the CSR for every Stop Reason and Stop Saver step.

Please see below the example of how this document might look like. This format allows you to combine the text with the Stop Saver Sequence document

Benefits Document Example

A CSR will not see the Vacation flow embedded. To enter a Vacation the CSR has to abort the Stop Saver flow and navigate to the 'Vacation' tab

Share the following with your implementation manager: Stop Saver steps sequence, Stop Saver Downgrade smart offer, Business Rules

Share The Setup Documents

Please share the Stop Saver Steps sequence, Business Rules and, optionally, the Content document with Naviga Ops team so that we can set everything up for you.

Flow Examples

Below you can see examples of how the flow will look like for the customer at Account Management for different Stop reasons selected

Account Management - 'Too Expensive'

'Too Expensive' Reason selected

Stop Saver options for the 'Too Expensive' reason

Account Management - 'Temporary Stop'

'Temporary Stop' Reason selected

Stop Saver options for the 'Temporary Stop' reason

One CSR Portal

Here is the example of the Stop Saver flow for the 'Too Expensive' reason in One CSR Portal:

First, a CSR would see the Benefit step with a dialogue text

Benefit Step

The second step is the Stop Saver Offer (if no Stop Saver Downgrade offer is associated with the subscription then this step will be skipped)

Stop Saver Step

The last step is the Permanent Stop

Permanent Stop

What You have learned

Congratulations! You have set up the Stop Saver flow both in One CSR Portal and Account Management. We hope this will help to save a lot of subscribers!

After you've completed all the parts of this tutorial, reach out to a Naviga Implementation Manager to help guide you to the next steps.