--000000000000f6ea820606e47287 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sure thing Araceli. On Wed, Oct 4, 2023 at 2:58 AM Araceli Gutierrez wrote: > Thank you Chen and Tiffany. Can you grant permission for RM Jessica > Pascasio to access spreadsheet as well, thanks. > > On Tue, Oct 3, 2023 at 4:51=E2=80=AFPM Tiffany Silton wrote: > >> 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 wh= o >>> 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 select= ive >>> 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 aver= age >>> 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 and 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 requir= ed: