Change Request Process

Operations receives a task notification email once the change request has been submitted and approved by the account manager.

If the save attempt has been completed and the product effective date (PED) is nearing, Operations will add the relevant task(s) to the appropriate DS Digital Marketing Monthly Planner or the ARI Digital Marketing Monthly Planner and complete the task.
Operations will then forward the task notification email to the appropriate digital marketing rep and their team lead.
If the save attempt has not been completed, Operations will file the task notification email away and wait closer to the PED.

During the last week of the month, Operations begins monitoring a view in CRM of change request tasks filtered by their PED.

Again, if the save attempt has been worked, Operations will add the tasks to the appropriate Planner and complete the task.
If the PED has arrived or passed, Operations will follow the directions of the change request and follow step a.

This indicates that one or more products or services are cancelling.
A task for each product being canceled should generate and send a separate email to Operations.
Products cancelling should be listed on the change request and save attempt.
The PED indicates the day the products should be cancelled.
The Project Service record(s) will be moved to a status of “Offboarding” with the CR# attached.
The Project Service record(s) are deactivated after the PED.
The Project record is only deactivated if it is a complete product cancellation.

If the change request comes from an account manager or retention specialist, then a pause addendum should be attached to the change request.
The Project Service record is updated to reflect the status as Paused with the end date as noted on the addendum.