Re: Winback Program

--0000000000005e2b64064b1b1706 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Morning! As I remember, the process was as follows: - Each location received a spreadsheet of deactivated clients for a specified date range - Local teams reviewed for clients who expired or left for an incident not recoverable(i.e, theft) - CSMs were assigned a list to call - All call attempts(I believe at least 3) and dispostion were documented in the spreadsheet. - Winbacks were either tagged or tracked as we were using this as a SPIFF also at one point Anyone who remembers differently, please correct me. On Wed, Feb 18, 2026 at 9:13=E2=80=AFAM Chris Gerard wrote: > Renee and RDs- > > During our growth calls, the teams did really good work staying on-top of > our winback outreach. I know we had a list emailed to the sites with nam= es > to reach out to based on certain criteria. Last year, we generated over > $3.5 million in winbacks. > > I'm concerned this isn't happening consistently and with the same focus a= s > it was during the growth calls. We need to get back to a formal process > that we can monitor the compliance and results from. > > I got some feedback from some RDs on some flaws with either the list > creation or the frequency of the email lists. > > Can we start by getting grounded in a couple of ways? > > -What was the process for the email list to be distributed (how did we > choose the names, what was the frequency, etc...) > > -What was the process for the field to act on the list? (did they call, > how many times, how did we track, etc...). > > -What was the process of documenting the outreach? > > -What was the process of capturing the SOCs as winbacks? > > We need to get that back to a formal process that we are following every > day. It's best practice and it's growth. > > Thanks > > -- > Kind Regards, > > > *Chris Gerard* > CEO | *TheKey* > Mobile: 817-313-7913 > [image: TheKey] > --0000000000005e2b64064b1b1706 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Morning! As I remember, the process was as follows: Each location re= ceived a spreadsheet of deactivated clie