Subscription Related

ISSUE TYPE 1: SUBSCRIPTION RELATED QUERY 

Scenario 1: Customer wants to know about subscription

Step 1.1: Explain to customer the current active subscription 

Step 1.2: Explain to them the Subscription plan and expiry date 

> If resolved

>Disposition: Subscription related - Query about subscription details

Scenario 2: Customer is requesting for additional months as communicated by sales team 

Step 2.1: When to receive a request for adding a few months to your subscription. This ticket is raised by our internal sales team. (Partners are not communicating this offer to customers) Note- Sweta Sutariya & Kyati Matalia are the managers who gave approval here. 

Step 2.2: Here we need approval from the respective manager.

Step 2.3: If there is approval on the ticket itself by the respective team managers in the comment then we can give the extension, If there is no approval pls email the respective manager. 

Step 2.4: After the approval> go to the admin app> Search user number in it> Subscription> Edit> and increase the 3 months on the subscription. 

Note- If it is an inbound call inform the customer to mail us at help@siliconveins.com

> If resolved

>Disposition: Subscription related - Query about subscription details

Scenario 3: Customer wants to know about current offer 

Step 3.1: Guide the customer to the current offers ( if any ) and subscription details. 

An agent can refer to the website https://bizanalyst.in/#pricing for current pricing details.

> If resolved

>Disposition: Offers/Promotional Activity - Monthly Special Offer 

Note: If the customer is requesting for a Reversal of purchased subscription inform the customer to mail us the reason for the reversal at help@siliconveins.com or raise a ticket.

 > If resolved

>Disposition: Subscription Related - Query about subscription details 

=========================================================================================================================

ISSUE TYPE 2: CUSTOMER WANTS TO KNOW ABOUT THE NO OF DEVICES PURCHASED 

Step 2.1: Explain to the customer the no of devices purchased 

Step 2.2: Explain to the customer about the free devices given from Bizanalyst 

> If resolved

>Disposition: Subscription Related - No of device query 

=========================================================================================================================

ISSUE TYPE 3: PURCHASE RELATED 

Step 1: Explain to the customer how to purchase from a mobile app by clicking on 3 horizontal lines and then clicking on the PURCHASE option

Step 2: From the Desktop app we have the option to purchase by Clicking on the purchase button  as mentioned below in the Screenshot

> If resolved

>Disposition: Subscription Related - Purchase Related Query 

Scenario where subscription is paid but showing as Expired

Scenario one

Step 1: Customers might have two tally licenses with a registered mail ID.  One could be valid and not expired and the other one might be expired.

Step 2: If a customer opens the company in the mobile app from the tally license which is expired then mobile app will show the Expired prompt and will not be able to access the data

Step 3 : Guide the customer to click on 3 horizontal lines on the above-left corner in mobile app and go to companies. > It will show the screen with a list of Tally serial numbers and companies added with Respective serial number

Step 4: Below the serial number the expiry date will be displayed and accordingly, the mobile user can select the company for which the activation is valid.

> If resolved

>Disposition: Subscription Related - Purchase related query 

Scenario two

Step 1: Customer is using one serial number and still facing the expired query.

Step 2: Check with customer's registered mail id in the Admin app. > Subscription Tab > and check the Expiry date. 

Step 3: If the customer has made any future Renewal then explain to them that the Old expiry date will be reflected in the app till the old expiry date and after that, their new Expiry date will be updated on the app automatically after their old expiry day.

> If resolved

>Disposition: Subscription Related - Purchase related query 

The customer wants to know how to renew the subscription 

Step 1: Guide customers on how to renew the app from the mobile application from the Purchase button in the mobile app. OR even the end user can click on the purchase button from the Desktop app and renew the subscription.

Step 2: From the mobile app how to purchase: Click on the 3 horizontal lines on left corner> Click on purchase.

Step 3: From Desktop click on the Purchase button on the left navigation bar as shown below in the Screenshot.

Step 4: Explain to customers that they can only renew the app if their subscription expiry date is within 60 days. 

> If resolved

>Disposition: Subscription Related - Purchase related query 

The customer wants to add additional device 

Step 1: Guide customers on how to add device from the mobile application from the Purchase button in the mobile app. OR even the end user can click on the purchase button from the Desktop app and renew the subscription.

Step 2: From the mobile app how to purchase: Click on the 3 horizontal lines on left corner> Click on purchase.

Step 3: From Desktop click on the Purchase button on the left navigation bar as shown below in the Screenshot.

Step 4: Explain to customers that they can add additional device only when the expiry date is more than 60 days.

Step 5: Plan price is calculated on prorate basis. Difference between the no of days pending between the date of purchase to the expiry date.

Calculation for finding out the final price for adding a user.

• The difference amount for adding an additional user

> 1 year 3300 + 18% GST

> 2 year 6600 + 18% GST

> 3 years 9900 + 18% GST

• Calculation is done on pro-rata basis

3300/365=9.04109589

9.04109589* remaining subscription days = Value

Value + 18% GST

[Example: - 3300/365 = 9.04109589

                 9.04109589*180 days = 1627.39726

                  1627.39726 + 18% GST (292.931507) = 1920.32877]

Please use the google sheet for calculation:

https://docs.google.com/spreadsheets/d/1xHwiG2bD8p3pepJfpS_xau9r_MFT-Oj9Rslo98kHRmQ/edit#gid=0

> If resolved

>Disposition: Subscription Related - Purchase related query 

=========================================================================================================================

ISSUE TYPE 4: REQUEST FOR INVOICE COPY 

Step 1: Check if the customer is a channel partner lead or not

 1.1 : If the customer is NOT a channel partner lead then mail an Invoice copy to the customer from the admin app by following the below Steps ( If the customer is of Direct company lead )

• Search customer by registered mail id or contact details

• Click on Invoices from the Admin app 

• Click on the mail icon and it will mail the invoice copy to the customer’s registered email

Note: If the customer is calling on helpline number and the agent tried sharing the invoice but the customer did not receive any mail, raise a ticket to L2 team.

> If resolved

>Disposition: Subscription Related - Request for invoice 

Step 1.2 : If the customer is not receiving an invoice even after sharing the invoice from the admin app, mail the details to the Accounts team(Subhash.mohanty@khatabook.in). Once you receive the invoice share the invoice with the customer on the registered Email ID.

Step 2: If the Customer is of partner lead then ask the customer to contact the partner for the invoice copy as the partner-customer invoice is generated by the partner only and we don’t have in the admin app.

If Resolved

Disposition: Subscription Related - Request for invoice