A structured approach
Programmes outsourced to Aspire are managed according to our Services Life Cycle methodology.
This ensures that customers are regularly contacted with relevant information, that problems are quickly escalated, and that incremental revenue opportunities are discovered. Here’s how it works for a typical maintenance renewals programme.
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Month 0: Initial sale
Customer contacted
Thank customer
Find operational owner
Confirm support status is correct |
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Month 3: Customer care
Confirm implementation has been successful
Provide technical support if required
Aim to minimise customer dissatisfaction |
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Month 6: Marketing update
Message defined by client marketing group
Ensure customer is updated with latest product information
Customers are kept informed about benefits of new developments from the partner |
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Month 9: Renewal start
Process starts 90 days before existing support expires
Confirm pricing and start purchasing cycle
Customer provided with proactive notification in advance of contract expiry |
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Month 12: Renewal complete
Purchase order raised and passed to partner
Partner issues invoice as usual
Cycle then repeats with acknowledgement of renewal (i.e. initial sale) |
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At a glance
Regular customer contact
Marketing opportunities
Relationship building |
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