RevGuard offers a new type of patent-pending technology called Optimized Customer Outcome, or OCO, that uses IVR and web technology to handle inbound customer service inquiries and increase your profits. This service has been fully integrated with Lime Light CRM to provide you with all the benefits of having your orders posted over to them automatically from your CRM system.
RevGuard has built out a business rules engine that can be customized to suit your needs.
When a customer calls into the IVR, RevGuard makes a web service call to the CRM; then, they will make decisions based on the information that is provided to them about the order and the order history. RevGuard will dynamically change the “Prompt Group” based on the information on the order and it can present various options to the customer accordingly.
Cancellation scenarios that you wish to support are tied closely to RevGuard Prompt Groups because each prompt group will present one or more cancellation offers that may require programmatic action to your data by Lime Light CRM. For example, if you offer an “Early Cancel Save Sale”, Lime Light CRM will have to charge the customer’s credit card per the terms of your offer. When a customer accepts an offer that is presented by RevGuard, RevGuard will send an HTTPS request, or API call to Lime Light CRM to trigger and complete the action.
The following are actions RevGuard can currently communicate to Lime Light CRM to initiate the customer outcome:
CardOnFile Charge the Card
Refund Full or Partial
Apply Rebill Discount
Cancel All Subscriptions
Cancel and Add RMA Number
The following are actions you will need to communicate and handle manually:
RMA Due Date (if applicable)
Determination of whether or not your customer should be charged based on non-return or return
How to enable RevGuard - OCO in your CRM:
To enable RevGuard - OCO in your CRM please send your inquiry to firstname.lastname@example.org along with the requirements to enable this service in Lime Light CRM.
These requirements are the following:
- Client ID – 3 character ID provided to you by RevGuard.
- Brand ID – 3 character ID provided to you by RevGuard.
- companycrmID- 3 character ID provided to you by RevGuard.
- Alias – For internal purposes only, it will help you identify among multiple providers profiles
Once RevGuard – OCO has been enabled in your CRM, we will provide you a unique set of username and password that you must provide them, as described below in the steps to configure RevGuard’s API.
This provider will be assigned at the campaign level, so once it is enabled in your CRM you will have a new field in the campaign form called “Optimized Customer Outcome Account”; you will go through your campaigns and assign it to all those campaigns where you want to have RevGuard – OCO enabled on.
Once you have assigned RevGuard to your campaign within the CRM, you will have the option to exclude products from your campaign from being sent to RevGuard . This can be done in the product configuration area of the CRM in which the "Exclude from OCO" option will be populate to allow you to exclude certain products from your RevGuard campaign as seen in the illustration below. Moreover, if an order contains multiple products in which some are being excluded, but some are not, then the order will still post to RevGuard. If an order contains multiple products in which all of them are being excluded, then the order will not post to RevGuard.
When the provider is enabled in a campaign, the new orders will be posted up to RevGuard, whether they are initials or rebills, and the system will keep log of it under the order history inside the order details.
Configuring RevGuard’s API:
When integrating RevGuard – OCO in your CRM, you will need to provide RevGuard with the following:
- Your Lime Light CRM URL where the OCO results can be posted to
- The unique username and password that Lime Light CRM will provide you and that you must provide to RevGuard in order for them to configure the API to post the OCO results into your CRM.