How to process financial product requests from a customer. Below are the different types of financial requests and how they should be handled.
1. New integrated financing requests
Each integrated financier has a different process. Follow the instructions for each, linked from this article: How to Process Financier and Channel Manager Partner Requests
Integrated Financing Request Workflow: https://docs.google.com/spreadsheets/d/1Pq-mdKXbE7lSuZoz_IAXN6FDx4vW0gQyLp0fvqOKR3E/edit#gid=0
2. Adding and changing non-integrated (configured) financial products
Except for top tier customers, who get prioritized service here, customers must submit changes to their account, including configured finance requests, by Typeform. The SS ticket will be created automatically and have the subject: "Financing Options Survey: <Org Name>" It will look something like this:
Update the ticket's Reporter (person submitting the request), Organization (upstream org of person submitting), and Request type (company specific data change)
Check requirements:
Do they have a Premium or Pro subscription? Only Premium and Pro accounts can request non-integrated financing.
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.
IMPORTANT NOTE: the configured finance type form also contains a section for integrated financing products. If they indicate that they want to apply, or already quote it but want to add it to Sighten, confirm the following:
Log in to their Sighten Account as Sighten Admin - first check 'organization settings' > partnerships. If you see any of the integrated financiers listed, then confirm integration status by navigating to configuration settings > financing products - choose "active" then look at parent products' "integration status" under the Product Attributes heading
If yes, then send them a note indicating that the integrated financing is already active on their account. Send them links on how to use it and how to schedule training (note - there are sample emails in the SOPs for each integrated partner that can be modified for this purpose.
If no, then send them the link to apply to the respective financiers (Solkraft not accepting applicants)
Application links/process found in each Financier KB article here: How to Process Financier and Channel Manager Partner Requests