ENROLLMENT

CSR Enrollment – Consumer Team Process Training

If someone is calling to enroll a pet we need to ask for the microchip number first.


If they are an existing customer, we need to verify 3/5 points of the customer´s account:

-Customer´s full name
-Phone number
-Email address
-Service address
-Microchip number

Check the T&C's (if needed) and make any necessary updates.

Multiple Select

What information do we need to find a pet´s profile? Select ALL that apply

• Microchip number

• Phone number

• Email

• Name

Multiple Choice

Do we have to make any updates if needed?

• TRUE

• FALSE

Drag and Drop

How many points of contact information do we have to verify for the customer?​

Placeholder

Drag these tiles and drop them in the correct blank above

3

1

5

2

If they´re not an existing customer we should click on the ENROLL A PET button, at the bottom of SalesForce.

Enter the microchip number and the customer details 

Always ask for an email address.

Read verbatim the T&C´s to the new pet owner.

Then continue.

Multiple Choice

Do we need to read the terms and conditions verbatium?

• TRUE

• FALSE

We need to complete the customer´s information. Click next to proceed

Fill in the information for the pet, vet´s information is optional, they can fill that information on the website. Click on next.

​In this screen you will see the cost for 12months of premium service. THIS IS OPTIONAL. You have to talk about the benefits this service has.

Sometimes will be free for 12 months or 3 months for free. This depends on the facility.

Regular price for the first year is 19.99

​The cost is _____. Premium Service is renewable annually (24.99) and provides 24/7 access to: 

• 24/7 Emergency Medical Hotline with licensed veterinarians

• Travel Assistance program for found pets. 

• HomeAgain Lost Pet Specialists  

• The ability to create and distribute Lost Pet Alerts and Personalized Lost Pet Posters 

 

Would you like to proceed with our Premium Service? 

Dropdown

How much is the premium service without a facility promotion?​

Select answer

Multiple Choice

On a new enrollment, does the customer gets 5 months of premium service for free?

• TRUE

• FALSE

If the customer agreed to it follow the next steps:

​1. You will be redirected to the Microchip (Asset) record.
Click on Renew/New Subscription

​2. Ask to the customer if they want the Auto Renew. Then click on next.

​3. You have to click on Select.

​4. Click on Add Base Products.

On this page click Select Plan on the HomeAgain - Subscription line.

Standard Enrollment or SL90 if applicable.

1. If other items also need to be ordered, they can be added here. Click Select Plan on the HomeAgain -  Physical Goods line and select your items

2. Click Next

Offer a collar tag, #1 recovery tool for lost pets.

​1. Click on OK.

​2. Click on the magnifying glass.

​3. Paste the mic number and click on the pet´s name.

​4. Click on Submit.

1. You will then be directed to the Quote page, give this a couple of seconds to load and you will see the details you just input are populated

   1. Read the Payment Terms and Conditions to the Pet Owner and click on the Pencil Icon to tick the box to confirm Terms have been accepted. Click Save

   2. If the Pet Owner has an existing Default Payment Method this will be shown to the right side.

   3.  Check if they want to use this and if not, if not then you can create the new payment method now. Click the New Payment Method button

Multiple Choice

We need to confirm with the customer if they want to use an existing payment method or add a new one?

• TRUE

• FALSE

PAUSE THE RECORDING BEFORE ASKING FOR THE INFORMATION

In this screen enter the card details (the address will automatically populate from the Pet Owner record details, so can just be checked) and click Submit. 

You will then see a Confirmation screen Click OK
You will return to the Quote Page 

Drag and Drop

What should we do before asking for the payment method information​? ​

Placeholder

Drag these tiles and drop them in the correct blank above

Pause the recording

Skip the payment step

Ask for personal information first

​1. On the Quote Page click Submit Order.

2. Click on Submit.

3. Wait (around 30 seconds) in the Tab Menu ‘V’ and choose Refresh Tab. 

4. Check the status for any errors and the Auto Send Status should be Sent.

5. You will have the expiration date and the membership level.

If you see any of the errors below, you need to add a new payment method and re-submit the Parent Quote – this will create new SubQuotes

• Code: 58560020, Message: the payment method can not be external for this operation;

• Code: 58560020, Message: To collect payment, the customer account must have a default payment method.;

• Code: 58560099, Message: {"gatewayResponse":{"code": "203", "message": "General decline of the card. No other information was provided by the issuing bank."}};

• Code: 58560099, Message: {"gatewayResponse":{"code": "202", "message": "Expired card. You might also receive this if the expiration date you provided does not match the date the issuing bank has on file."}};

Notify the caller that the pet has already been enrolled and ask for a picture to complete the profile. They can do it by themselves on the website homeagain.com or they can send it to [e-mail]

​Click back on the Pet Owner tab

1. Hover over the Subscription Product & Charges Related List Quick Link on the right side of the page

2. This is where you will find the Order Details and Subscription ID