SOP_PACL_Discount_Post_Assessment_Closed_Lost.txt

Procedure Name:  
	PACL Discount" (Post Assessment Closed Lost)
	Objective: 
	We are launching a new marketing campaign to re-engage prospects who have completed an assessment but have not yet started care (Closed Lost or Closed Won/Never Started). The campaign, titled "PACL Discount" (Post Assessment Closed Lost), introduces a time-sensitive offer that clients will receive directly from their assigned CSM.
	Preparer:
	Audra Williams
	Reviewer:
	Emma Zumsen
	Source Data: 
	* Salesforce
	Expected Results:
	Increased conversion of clients who have gone through the assessment process. 
	Attachments:
	

	Document Version History
	Version
	Date
	Modified by
	Comments
	1
	3/19/26
	Audra Williams
	Starting Document
	Background & General Guidance:
1. Eligibility and Offer Details
* Target Client: Prospects who have had an assessment and are in the "Closed Lost" or "Closed Won/Never Started" status and have received the automated nurture email.
* Discount: As a thank you we will offer a $500 credit once the client is billed and pays the $5000 within the first month (31 days)  of service.
* Terms & Conditions:
   * The client must be billed and pay for a minimum of $5,000 in Services within their first month of care.
   * The $500 credit will be applied to the client's regular invoices after the first month until the credit is fully utilized.
   * The credit is forfeited if the client fails to meet the $5,000 billing/payment requirement within the first month of service.
   * If the $500 credit is not utilized within one-hundred eighty (180) days of the credit being applied, any unused portion shall be retained by the Company.








Process:
1. Field/Sales/Intake Team Procedure


The core change is that the client will initiate the discount request, as the email to the prospect is being sent from the CSM/GM.
1. Confirmation: When a client references the email with the $500 offer.
2. Tagging/Tracking: If opportunity comes through our intake team, LHA will place in SOC email notes that this is a “PACL Discount” client.  CSM to tag the client's profile in WellSky with the standardized campaign tag: "PACLDiscount”.
   * Note: This is critical for Finance's tracking and reporting in Netsuite.
3. Client Consent Agreement: When sending the Care Commitment Agreement (CCA) via PandaDoc, the CSM (LHA/HCL) MUST select the separate addendum titled "PACL Discount".
   * The addendum includes the final, approved legal verbiage for the terms and conditions.
   * Do not use the PandaDoc addendum for any other client who is not part of this campaign.
2. Internal/Finance Procedure (For Reference)
* The Finance team will track the $5,000 billing/payment threshold via the "PACL Discount" tag and audit the CCA addendum.
* Once the $5,000 threshold has been met and paid for within the first month, Finance will apply the $500 credit to subsequent invoices.