Configure Automated Plan Retention Offer for EWA Users

Use these steps to provide a retention offer that's automatically presented to a wash plan member when they start to cancel their plan from the EWA customer app. This can be configured for all plans, a specific plan, or one select plan.

Important: This functionality requires the e-commerce and promotion flows features to be enabled for the organization.

Configure a Plan Discontinuation Trigger

A trigger must be created before the promotion can be created.

Create the Trigger

  1. Log In to Patheon Portal.
  2. Select configuration.
  3. Select Promotions. The promotions panel opens.
  4. Select Triggers. The Triggers panel opens.
  5. Select Create Trigger. The Create Trigger panel opens.
  6. In Name*, enter the name of the trigger, for example, EWA Discontinue Best.
  7. In Type, select On Plan Discontinuation.
  8. In Audience, select Existing customers.

Configure to Plan(s) the Trigger Applies To

  1. Navigate to the Conditions section.
  2. Select Plans.
  3. In Plans, select the wash plan to which this trigger applies, for example, Unlimited Best.

Configure a Minimum # of Renewals Required

This trigger condition configuration is optional, but it enables organizations to help prevent new members from canceling their plan to continuously receive new-member offers.

Important: Because a plan's first renewal occurs after the first plan period (for example, month), the number of renewals configured here means that the number of plan periods the customer was a member is 1 time period greater. For example, specifying 3 plan renewals here means the customer was a member for 4 months.

  1. From the Conditions section, select Reloads on Plan.
  2. In Applies if _ reload periods have been completed on the current active plan., enter the minimum number of plan renewals the member must have successfully completed for the trigger to apply, for example, 3.

Configure a Minimum # of Days Since Last Promotion

This trigger condition configuration is optional, but it enables organizations to help prevent members from continuously canceling their plans to receive a retention offer.

  1. From the Conditions section, select Days since last promotion.
  2. In Applies if _ days have passed since the last promotion had been accepted., enter the minimum number of days that must have passed since the member last accepted a promotion for the trigger to apply, for example, 60.

Activate and Save the Trigger

  1. In Status, select Active.
  2. Select Save.

Configure the Plan Discontinuation Promotion

After the trigger is created, the promotion can be configured.

Create the EWA 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, Thank you {{customer_fname}} for being a {{plan_name}} plan customer for {{plan_periods_spent}} months!
  8. In Trigger*, select Discontinue Plan.

Configure the Promotion Actions

The steps in this section describe how to configure the promotion to offer the customer the option to downgrade their plan. The plan membership will be less than their current plan, but there is no discount otherwise. Sites that want to offer a discounted plan, can alternatively duplicate each plan with a discounted price for each and then choose that plan here. For that method, the site should consider setting the discounted plan to not be available for purchase from point-of-sale terminals.

  1. Select continue. The add promotion (2 actions) panel opens.
  2. Under actions, select Change Plan.
  3. In Plan Name*, select the lower tier plan to offer, for example, Unlimited Good.

Activate and Save the Promotion

  1. Select continue. The add promotion (3 activation) panel opens.
  2. In Status, select Active.
  3. Select save. A Promotion Added dialog opens, prompting, .

  1. Select Activate at Sites. The dialog closes and the Activated Sites panel opens.
  2. Select the sites to activate the promotion for.
  3. Select save. The promotion detail panel opens with the details of the newly created promotion.
  4. The promotion detail panel opens with the details of the newly created promotion.

Set the Promotion's Priority

Promotions (offers) use assigned priorities (1 is highest) to manage situations where multiple promotions are triggered by the same event, such as a plan cancellation. The promotion priority configuration steps provided here enable sites to determine which promotion is offered first when multiple promotions could apply.

  1. Return to the Promotions panel.
  2. Select Prioritize. The Promotions panel prioritization tool activates.
  3. Drag-and-drop promotions to re-order their priority to account for the new promotion. Note: 1 is the highest priority.
  4. Select Save.