Customer Contracts and Entitlements
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Summary of Customer Contracts and Entitlements
The Customer Contracts and Entitlements application within Customer Service Management (CSM) streamlines the management of customer contracts and entitlements. It supports the entire contract lifecycle, from initial offer through finalization, including modifications, scope changes, and cancellations. This solution is accessible directly in the CSM Configurable Workspace and enables tracking of entitlements to enhance contract compliance.
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Customer contracts define agreements between the organization and customers, detailing consumer or account information, covered products, and contract terms. Contract lines specify the purchased products or services. The application incorporates workflows to efficiently generate, modify, renew, and manage contracts and entitlements.
Key Features
- Contract and Entitlement Management in Agent Workspace: Allows users to view and manage contracts directly within the Agent Workspace for enhanced accessibility.
- Data Integration: Establishes connections between contracts, entitlements, sold products, and install base items by integrating with the common data model.
- Support for Complex Entitlements: Enables account-based support entitlements and contracts with service plans covering complex entitlement scenarios.
- Subscription and Maintenance Contracts: Customers can create, modify, renew, or cancel subscription, support, and maintenance contracts originating from product inventory records.
- Integration with CSM Modules: Seamlessly connects product catalog, order management, and contract management to support selling service contracts and entitlements.
- Contract Modification and Lifecycle Management: Supports contract changes, suspensions, resumptions, and cancellations through order management functions.
- End-to-End Sales and Order Process: Facilitates generating new customer contracts and entitlements encompassing the complete sales cycle.
- Price Ramp Visibility: Displays incremental price changes on contract lines for recurring offerings to accommodate scaling during contract terms.
- Flexible Renewal Options: Supports non-standard contract renewals such as early, late, and short-term renewals outside normal cycles.
- Contract Consolidation: Enables merging multiple contracts for the same account into a single contract for simplified management.
- Quantity Adjustments: Allows upselling or downselling by adding or reducing quantities on existing contracts during their terms.
Key Outcomes
- Standardized and organized management of customer contracts and entitlements improves operational efficiency and contract compliance.
- Improved visibility and control over contract lifecycle changes help meet customer needs and support dynamic business requirements.
- Seamless integration with existing CSM modules ensures a unified approach to sales, order, and contract management.
- Empowers customer service managers, order agents, and sales agents with tools to create, modify, renew, and consolidate contracts effectively.
- Enhanced pricing flexibility through price ramp features supports scalable subscription and service offerings.
- Flexible renewal and contract modification capabilities support varied customer scenarios and improve customer satisfaction.
The Customer Contracts and Entitlements application for Customer Service Management (CSM) provides solution to standardize, organize, manage, and use customer contracts and entitlements.
Customer Contracts and Entitlements overview
You can use the Customer Contracts and Entitlements application to manage contracts from the initial offer to contract finalization, directly within the CSM Configurable Workspace. You can also manage customer contracts and entitlements life cycle changes, scope modifications, and cancellations. The application enables tracking of entitlements and improves contract compliance.
A customer contract acts as an agreement between the customer and the organization. A contract includes the consumer or account details, the products covered, and the contract term. Contract lines store information related to the product or services purchased as a part of the contract.
Contracts and entitlement workflows help in efficiently managing the complete life cycle of customer contracts and entitlements. The workflows in this application enable you to generate, modify, and renew contracts and entitlements.
Customer Contracts and Entitlements benefits
| Benefit | Feature | Users |
|---|---|---|
| View and manage contracts and entitlements in the Agent Workspace. | Using Customer Contracts and Entitlements | Customer service manager, order agent |
| Establish relationships with existing customer data, such as sold products and install base items, by adding the contract and entitlement data to the common data model. | Add a sold product or install base item to a customer contract | Customer service manager |
| Support customer needs by implementing capabilities ranging from account-based support entitlements to contracts that include service plans with complex entitlement coverage. | Modifying an entitlement | Customer service manager, order agent, sales agent |
| Customers can create contracts to manage subscription, support, and maintenance contracts. Customers can create these contracts from product inventory records and also manage these contracts by modifying, renewing, or canceling them. | Creating and managing subscription contracts | Customer service manager |
| Integrates product catalog management, order management, and contract management to deliver a seamless capability to support selling of service contracts and entitlements. | Integration with Customer Service Management modules | Customer service manager |
| Manage changes in contracts and entitlements. If the customer wants to modify contracts such as changes in coverage or other specific terms, these changes can be managed using order management. You can also suspend, resume, and cancel them based on your requirement. | Modifying Contracts and Entitlements | Customer service manager, order agent, sales agent |
| Enables the complete end-to-end sales and order management process to generate new customer contracts and entitlements. | Generating new customer contracts and entitlements | Customer service manager, order agent, sales agent |
| View the Price Ramp details on the contract line, that are applied to quote line items to define incremental price changes for recurring product offerings. This enables customers to scale their purchases during the contract or subscription term by adjusting the pricing. | Using Contracts and Entitlements Workflows | Customer service manager, order agent, sales agent |
| Enables non-standard renewals of contracts outside of the renewal cycle. This covers three scenarios: an early renewal, a late renewal, and a short-term renewal. | Renew a customer contract line | Customer service manager, order agent, sales agent |
| Enables consolidation of contracts where customers can merge multiple contracts for the same account into a single contract. | Renew a customer contract line | Customer service manager, order agent, sales agent |
| You can add or reduce the quantity to an existing contract during its term. | Upsell or Downsell a customer contract line | Customer service manager, order agent |