Non Prime Acquisition-

50k Challenge

Version 4.0: Last update 11.12 December 2023

Official Comms here
Scenario 1: Customer contacting
us

December 2023
PRIME
Non-Prime acquisition

Non prime customers- Offering them to subscribe with promotional price

To be applied by ALL Support

queues (Non retention
queues) starting on 12nd Dec

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PRIME
Non-Prime acquisition

Non prime customers- Offering them to subscribe with promotional price

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PRIME
Non-Prime acquisition - Refund Process

TOD Creation by agent

1) Click on ‘Task on demand’

2) Select on ‘Task Type’ : PRIME IVR

3) Select on ‘Task subtype’: NON-PRIME ACQUISITION

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PRIME
Non-Prime acquisition - Refund Process

How to request the refund

1) Click on ‘Add Chargeable Service’

2) Click on ‘Add Categorization’

3) Select:

- Category > 'Technical / System Issue'

- Subcategory_1 > 'Collection & Pricing issues'

- Subcategory_2 > 'Voucher or promotion is not working’

Click on ‘Save’

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PRIME
Non-Prime acquisition - Refund Process

How to request the refund

4) Fulfill the amount to be refunded (➖) in Odigeo price

Click on ‘Don’t collect’ and ‘Accept’

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PRIME
Non-Prime acquisition - Refund Process

How to request the refund

5) Click on ‘Submit’

A new line will appear in Additional Services

‘TO PAY’ will be updated in UNO 8

PRIME
Non-Prime acquisition - Refund Process

How to request the refund

6) Click on ‘Refund’

7) Select

- Service Failure

- Reimbursement

- ‘CS - CLAIMS - PRODUCT’

Click on ‘Continue’

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PRIME
Non-Prime acquisition - Refund Process

How to request the refund

8) Select the passengers ‘all’ and flights ‘all’

Update the amount to be refunded (➕)

Click on ‘Calculate refund amount’

Select the refund method

Click on ‘Submit’

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PRIME
Non-Prime acquisition - Special Incentives

INCENTIVES

Every Non-Prime customers acquired correctly by

Support team will be incentivized with 0,50 €

- Requirements:

- Script has to be followed word by word. If not

followed incentives will not be paid.

- CSAT 4 or 5 score

- Retention for at least 15 days since contact.

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Scenario 2:Customers accepting
offer via CRM/Confirmation
Email

December 2023
PRIME
Non-Prime acquisition via CRM/Email - Refund Process

TOD Creation by Robot

1) The Robot will create a TOD “BACKOFFICE / NON-PRIME ACQUISITION - POST BOOKING DISCOUNT

REFUND”

2) Agent will identify the status:

a) If the UID is other than CONTRACT: close the TOD without taking any action

b) If the UID is CONTRACT: raise a refund request (see next slides)

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PRIME
Non-Prime acquisition via CRM/Email - Refund Process

How to request the refund

1) Click on ‘Add Chargeable Service’

2) Click on ‘Add Categorization’

3) Select:

- Category > 'Technical / System Issue'

- Subcategory_1 > 'Collection & Pricing issues'

- Subcategory_2 > 'Voucher or promotion is not working’

Click on ‘Save’

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PRIME
Non-Prime acquisition via CRM/Email - Refund Process

How to request the refund

4) Fulfill the amount to be refunded (➖) in Odigeo price

Click on ‘Don’t collect’ and ‘Accept’

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PRIME
Non-Prime acquisition via CRM/Email - Refund Process

How to request the refund

5) Click on ‘Submit’

A new line will appear in Additional Services

‘TO PAY’ will be updated in UNO 16

PRIME
Non-Prime acquisition via CRM/Email - Refund Process

How to request the refund

6) Click on ‘Refund’

7) Select

- Service Failure

- Reimbursement

- ‘CS - CLAIMS - PRODUCT’

Click on ‘Continue’

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PRIME
Non-Prime acquisition via CRM/Email - Refund Process

How to request the refund

8) Select the passengers ‘all’ and flights ‘all’

Update the amount to be refunded (➕)

Click on ‘Calculate refund amount’

Select the refund method

Click on ‘Submit’

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PRIME
Non-Prime acquisition via CRM/Email - Refund Process

How to close the TOD

1) Once the refund request is made, click on “Solve”

2) Select the closing reason “Solved”

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PRIME
Non-Prime acquisition

Parking Lot: Raise your questions here

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