Configure Automated Plan Retention Offer for EWA Users

Use these steps to provide a retention offer that's automatically opened when a member starts to cancel their plan from the EWA customer app. This can be configured for a all plans, a specific plan, or one select plan. Organizations can also require a minimum number of plan renewals for the customer to be offered the discount.

Contact DRB to Enable this Feature

1. Identify the plans that should include a retention offer.
2. Determine whether a customer must incur a minimum number of renewals before the offer can be generated.
3. Contact DRB to enable the feature.

Configure a Promotion

1. Log In to Patheon Portal.
2. Select configuration.
3. Select Promotions. The promotions panel opens.
4. Select add promotion. The add promotion (1 general) panel opens.
5. In Name*, enter the promotion name, for example, 50% discount on next reload.
6. In Platform*, select EWA.
7. In Message, enter the text to display to the customer, for example, Before you cancel your [plan name] plan, please consider staying to receive a discount of 50% on your next reload.
8. In Trigger*, select Discontinue Plan.
9. Select continue. The add promotion (2 actions) panel opens.
10. In Discount name, select the discount, for example, 50% discount on next reload.
11. Select continue. The add promotion (3 activation) panel opens.
12. In Status, select Active.
13. Select save. The promotion detail panel opens with the details of the newly created promotion.