Stop Saver (NCS Circ)
On this page you can find the information about the Sttop Saver flow and how to configure it
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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.
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:
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
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:
Below you can find the Stop Saver steps sequence that exists in Naviga internal environment. You can use this as an example:
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:
Select the Offer Groups section in the left sidebar menu
Choose an offer from the section on the right side OR click the + sign to create a new one
Setup the offer as usual
Select the coding section. Choose SmartOfferSegment and check the smart offer box
Select update or save as new
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
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.
Select StopSaver from the smart offer type drop-down menu
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.
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.
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.
Update Page Content
Please go to the Content section, select the StopSaver page and configure the content you want to see on the page
Share the following with your implementation manager: Stop Saver steps sequence, Stop Saver Downgrade smart offer, Business Rules
Share The Setup Documents
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
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.
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