--00000000000073e8760606d89359 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Everyone, Please find the Spreadsheet HERE for you can use for this pilot. @Chen Xie I hid your column on H. We have also added the following tag into your URL's: *Client Retention Pilot* Tiffany Silton Director, Division Operations * Please note my email has changed: * tsilton@thekey.com (760) 889-2188 TheKey.com [image: TheKey] On Tue, Oct 3, 2023 at 2:35=E2=80=AFPM Chen Xie wrote: > All, see the detailed program notes below. > > > Purpose: > To identify areas of opportunities to prevent long-term Tier 1/Elephant > clients from discharging with TheKey using available economic > incentives/inducements. > > Mechanism: > Regional Directors and a select Regional Manager in participating regions > will be authorized to provide special inducements to clients who have > communicated a desire to leave service, an expected plan to leave service > in the future, or who are known to have left service for a non-mortality > reason. > > The mechanism can only be used on clients who have been on service with > TheKey for at least one month, though ideally we want to be more selectiv= e > towards those who have been on service at least three months. > > Inducements can include price reductions on the hourly rate, avoidance of > a future rate increase, the assignment of a favored caregiver for > non-billed OT, or other economic benefits to the client. Provided that > the caregiver margin remains 38% or greater (10% below our current averag= e > of 48%), we should seek to retain the client. > > Expected Outcome / Rationale > If we can target our clients effectively who have already established > themselves in the top 3 deciles of our Client Lifetime Value, incremental > margin generated by these clients (who might otherwise leave for a cost > efficient alternative) should be accretive to the net topline revenue and > net dollar EBITDA of our business. Because we have to be very selective a= nd > only target situations in which the client would otherwise be lost, > authority will be delegated only to our most senior client professionals > in the field. > > Tracking / Authorization > No special incentives to track but only the RD and RM Client Success will > be authorized to approve the client concessions. > > Tiffany and Audra will ensure a ClearCare Tag is created to note impacted > clients. > > Clients with an approved concession should be tracked in a spreadsheet to > be circulated by Audra and Tiffany. The following columns are required: > - Client Name > - Start of Care Date > - Weekly Hours Billing > - Reason for Client's Intended Departure > - Date of Concession > - Amount of Concession > - Expected Caregiver Margin After Concession > - Realized Caregiver Margin After Concession (Tiffany/Audra this is to be > left blank and I will return to validate this) > - Client Still on Service (Yes/No) > - Detailed Notes on Client Negotiation and Na