How to process configured finance product requests from a customer. Below are the different types of financial requests and how they should be handled.
Please refer to this article for differences in policy for EB free accounts vs. legacy paid subscribers: How to check SalesForce for EB status prior to processing Doc and Finance tickets
1. Adding and changing non-integrated (configured) financial products
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Check requirements:
Do they have a Premium or Pro paid subscription? Only Premium and Pro accounts can request non-integrated financing. Or free EB accounts with “allows configured financing” approval
Is the person requesting an org admin/manager for the upstream customer? Only requestors with those permissions can add financing.
For new requests:
Did the customer include a rate sheet containing the product information?
Do we know which products they want to quote?
Did they specify if they want their dealer feeds included?
For modifications of existing products:
We can update dealer fees, but updating APR, contract-term or adding a promotional period requires a new product (see points above).
Were they clear what's changed to which product and included all details?
If the requirements have not been met:
Follow up with the customer to get clarification on each point needed or let them know the requirements/issue and next step
There are some prepared emails that might work (canned response field), otherwise you'll need to draft a custom inquiry depending upon what's needed next
Once all information has been gathered, or issues cleared up - proceed to the next step
If the requirements have been met, please create a CS ticket.
Use the automated CS ticket feature selecting "Configured Finance" from the Needs Configuration field
Then open the CS ticket and selected assignees (refer to CS workload dashboard and select based on who has fewest tickets assigned to them), and update the Component field with the company name
If the customer has provided any additional information, add it to the internal comments on the CS ticket
The automatic creation of the CS ticket will send an initial request to the customer
Make sure the SS ticket moves to the Workflow status in "Needs Configuration".
Once the CS ticket is marked done (you can see ticket status under linked issues) an automated communication will go to the customer
If we haven't heard from the customer in one-business day, then close the ticket.
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