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Real Case: Offer subscription
Process
Offer Email, Call-out, SMS,
Printed mail
Time
Order confirmation
Order subscription
End process
No
Yes Invoice customer
Wait 14 days and ask
feedback from customer
30 days before subscription ends make a
follow-up offer
Follow-up order
Send invoice to customerActivate subscription
End process
Yes
Send notification message 2 days
before subscription ends
No
End process
6/19/123
Start point
Mikael is a customer who doesn't has any subscription active
Target Group has created in Kayak which search all customers without any subscription
6/19/124
Create offer to customers channel
= Kayak+ Customer Care Model which name is 'Offer subscription’
– If customer has email address and permission to email marketing• Kayak+ sends email offer to customer (Mikael gets email offer)
– If customer has mobile number and permission to SMS marketing• Kayak+ sends SMS offer
– If customer has mobile number and but no permission to SMS marketing• Offer will be send using WinSales call-out system
– Else • Offer will be send using printed mail channel
Offer Email, Call-out, SMS,
Printed mail
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When subscription has ordered send personalized email from Kayak+
Order confirmation details has personalized with Kayak subscription details
Mikael ordered subscription:
Subscription: Helsingborg Dagbladet 1.11.2012 - 1.11.2013Price: 150 kr every month
Order confirmation
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Invoicing customer
Kayak sends invoice to customer
Invoice customer
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Wait 14 days and ask feedback from customer
It is very nice you subscribed our cool newspaper!
Tell us how satisfy you are?
Wait 14 days and ask
feedback from customer
6/19/128
30 days before subscription ends make a follow-up offer
Your subscription will end soon here you have follow-up offer you can not refuse
30 days before subscription ends make a
follow-up offer
6/19/129
Send notification message 2 days before subscription endsSubscription will end in two days you have still time to extend you subscription
Send notification message 2 days
before subscription ends
Process
Offer Email, Call-out, SMS,
Printed mail
Time
Order confirmation
Order subscription
End process
No
Yes Invoice customer
Wait 14 days and ask
feedback from customer
30 days before subscription ends make a
follow-up offer
Follow-up order
Send invoice to customerActivate subscription
End process
Yes
Send notification message 2 days
before subscription ends
No
End process