How Do I Create A CD Customer Retention Hubspot Ticket/Email Templates?

Locate the client in Hubspot > Add Ticket

Ticket Name

CD Retention_Maturity Date_Client’s Name
CD Retention OLB_Maturity Date_Client’s Name
*Maturity Date: Month/Day/Year are required

Pipeline | CX Retention

Ticket Status

New-Call Customer
New- On Hold 1+ week from maturing
Follow Up/Cst deciding
Called- Left VM & Sent Email
Called-No Answer/Sent Email
Called Bad Ph Number- Sent Email
URGENT Waiting on Customer- Need Docs
Waiting on us- Customer Replied
Communicate with Customer- Save Offer Applied
Closed Saved Customer
Communicate with Customer – CD Close
Closed Could Not Save
(Choose ticket status to the most applicable status)

Ticket Description | Mirror Ticket Name
Product | CD
Ticket Owner | CX Team Member

Source

OLB Message
Email
Phone
-phone requests apply retention efforts at the time of the call
-If the client would like to continue with closure, follow standard procedures, see All Close Account Request SOP
-If the CD can be saved with retention, a written request must be received

Priority | High
Department | Customer Success

OLB Ticket Props

OLB Original Submit Date
OLB Reference Number

CD Reason For Contact

Close CD- In Retention Process
Saved with Save Offer .10
Saved Save Offer .05
Saved Due to New Rates

CD Actual Amount & CD Range Amount

CD Actual Amount (pull from Horizon)
CD Range Amount (pull from Horizon)

Create Date | Enter Today’s date

Body of Ticket

Click on Notes
Click on Create Notes

Include these Snippits with a short description FIRST
*Horizon XE Profile, OLB Secure Message
Snippit #1: Client’s Profile on Horizon XE
Snippit #2: Take a snippet of the entire copies form after Print is selected

If the client sent an email

Reply with the appropriate email template
*These are included further down in this article

Attempt to reach the client by phone to begin retention efforts

Click on Calls
Click on Log Call
Select the Contact’s Name
Select the Call Outcome
Select the Type
Select the Direction
Associate the call with the client and the ticket

Select the box to Create a Task to Follow Up

Select In 2 Business Days
Leave a brief description in the task on talking points.

Follow up the phone call with an email depending on the result of the phone call

The customer was reached
-CX will recap the conversation, confirming the client’s request and if retention was successful or if the CD will be closed
The customer was NOT reached
–CX will leave a voicemail (if able)
-CX will select no answer or incorrect number (not able to leave a voicemail)
-CX will send a follow-up email

CX will follow the instructions to send an email template

Select Emails
Select Templates
Type CD in search bar
Select CX CD New Rates and Closure Items

If the client agrees to retention by phone, send a confirmation email/OLB message

Once the written request is received, CX will send Hubspot ticket to DBO to complete

Change Hubspot Pipeline to:
Pipeline: DBO General
Status: Apply Save Offer

CX Retention Stages/Status

New – Call Customer

1. Call within 4 business hours
– verify time zone prior to call
2. Update status to reflect outcome of the call

New – On Hold 1+ Week From Maturing

1. Select Follow Up task to begin retention efforts with client closer to the maturity date
– If retention will not be applicable due to the client needing the funds immediately, proceed with closure

Follow UP/Cst Deciding | 1. Set Follow Up Task for two business days to call client

Called – Not Reachable/Sent Email

1. See voicemail script below if available
2. Send email/OLB reply with the Hubspot closure CD template
3. Add a 2-day task to call one more time

1. If the client responds to the message and would like to proceed with the closure, stop retention efforts and continue the closure
2. If the client calls back or answers the next call, proceed with retention efforts.

Called – No Answer/Sent Email

1. Respond to the closure request by email or OLB message with Hubspot closure CD Template
2. Add a 2-day Task for a follow-up call

1. If the client responds to the message and would like to proceed with the closure, stop retention efforts and continue the closure
2. If the client calls back or answers the next call, proceed with retention efforts

Called – Not Reachable/Sent Email
Bad Phone Number

1. Respond to the closure request by email or OLB message using the Hubspot closure CD template, ask the client to update their phone number with us and advise that the phone number xxx-xxx-xxxx is no longer valid

1. If the client responds to the message and would like to proceed with the closure, stop retention efforts and continue the closure
2. If the client calls back or answers the next call, proceed with retention efforts

URGENT Waiting on Customer – Need Docs | 1. CX Team communicates to the client that the request is on hold/pending until the requested documents are received by Quontic

Waiting on us – Customer Replied

1. Review and respond within four (4) business hours
2. Update the status to reflect the client’s response, proceed with retention or closure of the CD

Communicate with Customer – Save Offer Applied

1. Verify in Horizon the current APY and terms of the CD
2. Notify via phone or email/OLB message that the save offer was applied to assure the client that the commitment was met
3. Update the ticket to the Close – Saved Customer status
4. Update CD Reasons to reflect that the CD was saved

Communicate with Customer – CD Closed

1. Retention efforts were unsuccessful or not applicable, CX Team will communicate to client via phone or email/OLB message that CD is closed
2. Use template CX: Closed Any Balance with/without accrued interest
3. Move ticket to Closed Could Not Save status
4. Update CD Reasons

Closed – Saved Customer

1. Successful retention, terms of CD have been updated and verified in Horizon, client has been notified; there is no further action required by CX Team or DBO
2. Update CD Reasons

Closed – Could Not Save

1. Retention efforts unsuccessful or not applicable, CD is closed
2. Update CD Reasons

DBO Pipeline – Apply Save Offer | 1. If retention is successful and CD term or rates need to be updated to meet our new commitment with the client, adjust the Pipeline to DBO General and Status to Apply Save Offer

Email Templates

CX CD New Rates and Closure Items

CX Closed Any Balance with/without Accrued Interest

Phone Script:

Talking Points