Upgrades and Downgrades

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.

Goal

The goal of this guide is to help you configure product upgrades and downgrades with Naviga. To configure your upgrades and downgrades, you must contact your implementation manager to turn the feature ON and also do the following:

• complete and submit the Business Rules Document

• configure Solicitor Concierge

• create a page in Self-Service, fill in the content of the page in CMS, and establish the link to the page

Before you start

Make sure you meet the following pre-requisites before starting the tutorial steps:

• Have Subscribe version 3.13 or above and Have NCS Circ 2018.5 plus SP1 or above (please pay attention that to ensure that you support all the parts of the flow we recommend to use the latest version)

or

• Have Subscribe version 3.14.1 or above and Matrix version 38.0.034 or above

Details

1. Upgrade/Downgrade change is the process of updating the subscription when a new product is added to a subscription while the previous one is stopped.

2. Upgrade/Downgrade option is available both for Self-Service and One CSR Portal.

3. Upgrade/Downgrade change can be applied according to one of the three options:

   1. immediately

   2. next billing cycle - the subscription will be updated at the next publishing date we receive from circulation system

   3. at a scheduled date - a calendar will be displayed to a user to select the date when the subscription will be updated

4. When an Upgrade/Downgrade is successful the following events can be found in Subscribe database

   1. for Upgrade: 1029 FULLUPGRADESUBSCRIPTION

   2. for Downgrade: 1031 FULLDOWNGRADESUBSCRIPTION

5. Starting from Release 3.16.0 upgrade/downgrade from ezpay to non ezpay offer and vice versa is supported for NCS circ. We reuse events for upgrade/downgrade flow (see previous point) and the events from ezpay flow.

6. If user selects the option to upgrade digital subscription with only ZIP-code populated to print/hybrid subscription then a form to collect the address will be displayed to the user - currently supported only for NCS circ.

Please note that due to the critical issues found we can not guarantee upgrade/downgrade from Digital to Print with address update and upgrade/downgrade with opting in/out of ezpay working correctly. We recommend waiting for the next version and apologize for any inconvenience Note added Jul 5th 2022

NCS Circ specific: Starting from 3.14.0 upgrade works for subscriptions that already have delivery address on file. You need to upgrade to 3.16.0 and have NCS 2020.2.1 if you want to support Upgrade along with add/change of delivery address. This is especially for the cases where a digital subscription was created with no address (ZIP only). A new NCS Circ microAPI is required for this feature.

Part 1 - Complete the Business Rules Document

Goal

The goal of Part 1 is to introduce you to the Business Rules Document. It defines the conditions for what upgrades and downgrades are presented to a subscriber. You will need to complete the document and return it to Naviga so we can implement your business rules into our databases.

Create your business rules

A good way to format your rules is to use the following example:

If NewspaperID = 1 AND BaseProductID = {Y} or ServiceType = {Y} then upgrade offer = {MAAUPPPremium}

This translates to the following:

If the newspaper is Milroy Area Appeal (NewspaperID = 1) and scheduled for a Sunday Only Delivery + Digital (productID = 100003), then offer the MAAUPPremiumas an upgrade offer

Use the following segment as a template, and replace your information:

If NewspaperID = {X} AND BaseProductID = {Y} or ServiceType = {Y} then upgrade/downgrade offer = {Z}

You can create as many rules as you need to cover any type of scenario. The example here expounds only on the price dimension, but you will probably want to extend your rules to cover many other scenarios.

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

Exception: Digital Only offers

Outcome

Congratulations! You have created your business rules. You must create business rules for all other scenarios. After you have created your rules, return them to your Naviga Implementation Manager.

The Naviga Implementation Manager will create a ticket so that the Data Team can execute the process. This process runs daily and will move all qualifying subscriptions and their Smart Offers segments to the SubscriptionSmartOffer table in the Subscribe database.

Part 2 - Configure the offers in Solicitor Concierge

Goal

The goal of Part 2 is to configure your offers in Solicitor Concierge.

Add rules to Solicitor Concierge

From the Solicitor Concierge dashboard:

1. Select Offer Groups from on the left and choose an offer from the right.

2. Choose and offer from the right. If no offers currently exist, create a new one.

3. Select the coding section. Details will appear to the right.

4. Choose SmartOfferSegment and check the smart offer box.

5. Select either UPGRD or DNGRD from the smart offer type drow-down menu.

6. Enter the segment name that you created in the Business Rules Document (e.g. Basic, Plus). The segment name can be applied to all divisions, including specific divisions.

7. Go to Additional options section, select Sales Platforms and check the Subscriber Site checkbox

8. Select update or save as new.

Outcome

Congratulations! You have added an upgrade and downgrade offers to the Solicitor Concierge. Now your offer will appear during the upgrade or downgrade flow in Self-service and/or One CSR Portal. Be sure to add each Business Rule segment you've added to the Solicitor Concierge

Part 3 - Configure the Upgrade/Downgrade Page in Self-Service and One CSR Portal

Self-Service

In Self-Service you need to create a page for the upgrade/downgrade (the URL is subscription/update/upgrade or subscription/update/downgrade), fill the page with content in CMS, and setup the link to it in the menu. Please see our Create the page tutorial for the additional information.

Usually the link is added to the dashboard and the main menu, please see the example below

Links to Upgrade subscription - Self-Service

If there are any upgrade/downgrade offers assigned to the subscription according to the Business Rules Document then they will be displayed on the page. If there are no offers of a certain type assigned to the subscription then the relevant warning message will be displayed.

Below you can find some examples of how the Upgrade/Downgrade pages look like in Self-Service

Upgrade Subscription - Self-Service

As mentioned above in case the user is trying to upgrade a digital subscription with no billing and delivery address to a print/hybrid then the form will be displayed to collect the address, please see the screenshot below

Address collection when Upgrading Digital to Print - Self-Service

One CSR Portal

In One CSR Portal no additional setup is needed.

In One CSR Portal the Upgrade/Downgrade flow can be triggered by CSR any time at the Offers tab. If there are any upgrade/downgrade offers assigned to the subscription according to the Business Rules Document then they will be displayed in the appropriate tab. If there are no offers of a certain type assigned to the subscription then the relevant warning message will be displayed.

Below you can find the screenshot of Upgrade options displayed in the Offers tab of One CSR Portal:

Upgrade/Downgrade options - One CSR Portal