Creating a Retention Case in Salesforce
- Navigate to the Account Details page for the merchant
- Click on Cases and select "New"
- Select "Payments Retention" as the Case Type
- Add "Payments Retention" as the Subject along with merchants name.
- Select the appropriate Case Reason that best matches the customer's situation
Required Information
Include the following details in the case description:
- Current processing volumes
- Requested rate adjustments
- Competitor quotes (if applicable)
- Length of time with current service
- Any additional value-adds being requested
Follow-up Procedures
After creating the case:
- Document all retention-related conversations in the Feed section
- Post case details in #quilt-payments-retention Slack channel
- Tag the assigned sales representative
- Monitor the case feed for updates