When a valued or lifelong customer requests to leave you’ll be notified along with your plan.com sales team at the earliest available opportunity in the process. This gives you every opportunity to investigate the request and deal with any underlying issues which may have led to the customer wanting to leave.
INTRODUCING
go.plan
GO.PLAN
go.plan.com is a secure online portal that enables customers to request number transfers (PACs) and disconnections.
The go.plan portal not only helps to accurately process these requests, it also automatically notifies all relevant stakeholders (including you and your plan.com sales team) to give you as much notice as possible before a contract is terminated.
HOW DOES IT WORK?
We’ve made the process straight forward for customers, taking away all the heavy lifting from you. That means you have even more time to focus on what’s important – retaining customers, winning and connecting deals, and delivering five-star customer service.
Here’s the process:
- Customer requests a PAC, STAC or disconnection via email or phone
- You (or plan.com – depending on who they contact) will discuss the matter with them and direct them to go.plan.com if they want to leave
- The customer will follow the straight-forward, automated and transparent process and submit the request
- plan.com is notified and the account holder or authorised signatory will authorise the PAC, STAC or request
- The customer will receive their PAC or STAC codes within two working days (10 working days for 26+ transfers or disconnections)
THE BENEFITS
There is nothing worse than a prolonged process, especially when you want to terminate a contract. Sometimes you just want out; hassle free.
Although go.plan.com is designed to make the process of leaving the plan.com network less pressured for customers, it shouldn’t be looked upon negatively. It’s a powerful business tool that can potentially help you retain customers.
AUTOMATIC NOTIFICATION
DATA AND INSIGHT COLLECTION
go.plan.com collects and communicates all of the relevant information for each request, including any details and feedback as to why a customer is requesting to leave. That means you’ll be able to identify common trends and hopefully drive improvements to your business to ensure you’re not losing customers over something that is easily fixable.
TERMINATION FEE CALCULATIONS
go.plan.com automatically calculates a customer’s estimated termination fees and any outstanding charges that will become payable if they choose to action their request to leave the plan.com network. That means they have all of the necessary information they required right from the start, enabling them to make an informed decision.
FASTER PROCESSING TIMES
Customers will no longer need to chase you or us for their PAC/Disconnection codes. The system is fully automated, so unless the process is interrupted by a customer choosing to retract or delay their request everything should happen seamlessly.
Get to grips with go.plan
CUSTOMER GUIDE
We’ve also created a step-by-step customer guide, which you can send to customers upon request by downloading it or sending them to the documents via the URL.
Demo site
So that you know exactly what a customer will experience when they’ve requested their PAC code, we’ve created you with a click-through site, demonstrating the new and improved process.
