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ENT - Transition from Reseller to Enterprise affiliation 

Process to follow when an existing Reseller account is cancelling with the Reseller and is moving under an existing Enterprise affiliation 

  1.  The Sale Rep should advise the Customer to contact the Reseller directly advising of cancellation.
    1. If account or group of account is over 200+ badges Sales should involve Reseller Rep and Manager to help customer with cancellation process with the Reseller.
  2. Sales Rep should request that the customer inform them once the Reseller has been notified. 
  3. Once the deal is Closed Won the Sales Rep should contact the existing Reseller Rep and advise of the of the account cancellation 
  4. Reseller Rep will take the following actions:
    1. Verify the last set of badges under the existing customer contact have been issued.
      1. If issued Reseller Rep will add an expired shipment of 0 on all groups. 
      2. If not issued Reseller Rep will add and expired shipment to ensure all shipments are issues under the existing contact.
    2. Reseller Rep should verify if all shipments have been billed for under the Reseller. If there are pending shipments or the last set of issued badges has not been billed for Reseller Rep should set a HubSpot or calendar reminder to take do the following:
      1. Update the account to the new Enterprise affiliation
      2. Remove all Reseller access on MyRadCare
    3. Reseller Rep should send an email to the Reseller advising of the changes made.

      1. Hi [Reseller Name],

        I’m writing to inform you that we’ve been notified by one of your existing customers, (Customer Name) that they have cancelled their agreement with your organization.

        Under the terms of the current contract period, we will continue to allow all badge shipments to be issued for this customer. We will bill for all badges associated with that contract period, and you will remain responsible for collecting all payment due from the customer. Any unreturned badge fees that may occur for badges issued under the contract period will be billed directly to the customer.

        Once all badges have been fully billed, the account will be removed from your Affiliate tab.

        We have begun the transition of the account, and as part of that process, some changes have already been made. At this time, we ask that you do not make any additional changes to the account. If anything is needed, please let me know so we can ensure no adjustments are made that could impact the transition.

        If you have any questions or need clarification on next steps, feel free to reach out.

        Best regards,

  5. Closed Won Deal should be assigned to the CSM and then handled as normal.