Renewals survey call center script 10.3
- 1. Renewal Notification Call Out –SMARTnet Service Contract Customers (Call late Septfollowing Q4 Renewal email notification and Renewal event) Program: Annuity AdvantagePlay/Customer Feedback Call out telemarketing pilot Program goal: Gain customer feedback regarding the elements of the SMARTnet renewal email campaign to aid in campaign optimization actions over time Target: SMARTnet customers who have opened the email renewal notification and have subsequently renewed- goal to reach 25 decision makers Messaging and dialog cadence – Hello and Thank You for doing business with Cisco Confirm you are speaking with the correct contact Ask if they would be willing to participate in a short (10 minute) informational survey regarding their SMARTnet contract. Make sure to emphasize this is not a sales call. Conduct survey Thank them for their time
- 2. Agent Call Script This is _____________________________, a Services Contract Specialist calling on behalf of Cisco. Periodically we conduct brief customer surveys to help us improve our ability to serve you. We were hoping to get ten minutes of your time to ask some questions regarding Cisco technical support. Would you be willing to participate? If no, thank and terminate If yes, Are you the correct person to speak with regarding Services Contracts on your Cisco equipment? If no, ask for correct contact and contact details ___________________________________________________________________________________ If yes, continue: First, thank you for doing business with Cisco. Today we would like to get your opinion on some of the aspects of your SMARTnet technical support contract. 1. Overall, on a scale of 1 to 5, with 5 being extremely satisfied and 1 being not at all satisfied, how would you rate your satisfaction with your Cisco SMARTnet service contract: Mark the response: 1 2 3 4 5 2. On a scale of 1 to 5, with 5 being extremely valuable and 1 being not at all valuable, how would you rate the following features of your SMARTnet service contract: Mark the response for each feature a) Highly trained experts at Cisco Technical Assistance Center1 2 3 4 5 b) Rapid hardware replacement ` 1 2 3 4 5 c) Online self-help 1 2 3 4 5 d) Security threat intelligence 1 2 3 4 5 e) Operating system software updates 1 2 3 4 5 3. Are there other features of SMARTnet beyond this list that you find valuable?Record response :
- 3. _____________________________________________________________________________________ 4. If you had to pick one single feature of your SMARTnet service contract as most valuable, what would that be?Record response: _____________________________________________________________________________________ 5. Are you familiar with the automated support capability already embedded in your SMARTnet contract called Smart Call Home?Mark response: Yes No If yes: Have you deployed Smart Call Home?Mark response: Yes No If no: Smart Call Home is a software-enabled feature of SMARTnet that provides proactive alerts for potential equipment problems, along with diagnostics and remediation steps. There is no additional charge for Smart Call Home, it is already included in your contract. Would you like additional information about this capability and deployment instructions? o If yes, getcorrect email address and follow up with SCH email in appendix Email address:_________________________________________________________________ Next, I would like to ask a few questions about the service contract renewal process in your organization. 6. First, in your company is a decision to renew the contract automatic, if the equipment being covered is still deployed?Mark response: Yes No If no, what are the key factors that go into a renewal decision?Record response: __________________________________________________________________________________ 7. Are service contract expiration dates clear and understood in advance of the expiration? Mark response: Yes No 8. Do you have any specific processes for tracking these dates? Mark response: Yes No
- 4. If yes: What are they?Record response: _____________________________________________________________________________________ _____________________________________________________________________________________ 9. Are you aware that Cisco sends SMARTnet renewal notifications via email?Mark response: Yes No If aware of notification: Do you find the Cisco renewal notification valuable? Mark response: Yes No Cisco includes the contract number in the email. Would you also be interested in seeing a quote in the email as well?Mark response: Yes No If not aware of notification: Would such a renewal notification be valuable to you personally? Mark response: Yes No If yes: Would you like to provide your contact details so we can be sure to put you in our notification database?Record contact information: ______________________________________________________________________________ 10. Do you have contracts for multiple Cisco service types, for example hardware support and software support? Mark response: Yes No If yes: Would you prefer to see notifications consolidated in one single email notification, or would you rather have them separated by service type in different emails?Mark response: Single Consolidated
- 5. Is the same individual in your organization responsible for all Cisco service contracts, or are there multiple individuals who are responsible?Mark response: Single individual Multiple individuals 11. Do you have any other additional comments or suggestions for Cisco regarding your support service, whether related to service features, renewal processes or any other aspects?Mark response if any: ___________________________________________________________________________________ 12. For respondents who have answered 4 or 5 in Question 1 (overall satisfaction rating) and who did not have any negative comments in response to Question 11 (immediately above): Would you be willing to provide a quote regarding your experience with, or perceptions of SMARTnet, for our customer reference program? It could be any comment you would feel comfortable making, and might be used in a brochure, customer presentation or as a line in a video. If yes: _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ Thank them for their time. (Stream to use usual dialog here to end a call.) Customer Email with Supporting information – for Stream Agents to use if Smart Call Home information is requested (Question 5): SUBJECT LINE: Thank you for your time – follow up from Cisco regarding Smart Call Home Dear CUSTOMER NAME, We wanted to thank you again for doing business with Cisco. You requested additional information regarding Smart Call Home, an embedded feature in your SMARTnet support contract. All you have to do is set it up on your supported devices. Then, you get: Automated 24-hour-a-day device monitoring and analysisof potential problems
- 6. Proactive alerts sentto your inbox, giving you insights you can act on Expedited support from the Cisco Technical Assistance Center (TAC) Customized status reports and performance analysis Please refer to the link included below for Smart Call Home technical resources, including Deployment Guides, Pre-flight Checklists, Smart Call Home Portal information,the supported device list and more. Smart Call Home Support Forum Best Regards, Cisco Services Contracts team