On this page, the below topics will be explained:
What is a Sale Subscription?
Sales Subscription is a way to sell products and services via regular, recurring payment.
How do Subscriptions work in eManage CRM?
To set up a campaign with subscriptions, please follow the steps below.
1. Set up the Sale Model
Log in to the CRM instance and from the left side menu, scroll down and click Sales Models
From the Sales Models page, go to the top right side of the page and click on the + Create new button
The user is redirected to the Sales Models Settings page
From the Sale Models page, the user should follow the below steps to set it up.
General
In this first section, of the Sale Model page, the user needs to configure the below options.
Workflow Name field: add the name of your sale model
Description: add a description of your sale model
Switch to ON the toggle Is Active?
In the Select a Sales Model Type, check the:
- Continuity Model
By choosing the Continuity type, users have two toggles that they can add to their sale model:
Enable Pre-reoccurring Cycle? toggle Switch ON/OFF button: when set to ON, this enables the pre-order type offer but with subscriptions
Is Shipment Delay? toggle Switch ON/OFF button: when set to ON there is a delay of 30 days for the orders which are a subscription offer in order for the product to be sent after 30 days (see below example)
60-day Stage
The first 60-day cycle must be completed with at least one step configured for day #1.
In this section are set the days in which the steps of the Sale Model are occurring on the online orders. Let’s check the below example to better understand what this section is for.
Select the day that the subscription is normally scheduled, from the 60 days calendar
by choosing the number on the table, users are not selecting a calendar day, but instead the day of the event during the subscription cycle
For example, picking the first day means that the event will be triggered on day 1 during the subscription cycle.On the Customer Change Options: select the type of charge that the customer is going to pay. For example, Charge shipping + full product price
And also on the Send Email Options: pick an email from the drop-down menu, which will be sent to the customer every XX that the subscription payment is paid. For instance, Order Confirmation email.
Place Order? toggle Switch ON/OFF button: this button is set to ON for the Day 1 ONLY, as it’s the first step of any sale and requires the customer to place an order
Once done, click on the Add button and the selection will be displayed below
If users need to add more events during the subscription cycle, just follow this process again in order to include them (see below example)
Before Continuity
This section is configurable ONLY if the toggle Enable Pre-reoccurring Cycle?, at the top of the Sale Model page, has been switched to ON, which means that enables the pre-order type offer but with subscriptions
Then the user should set any additional event that comes after the initial delivery of the product, as per the above example.
So to set up this section, the user should follow the below instructions.
Enable the toggle Enable Pre-reoccurring Cycle? at the top of the Sale Model page
Select the day from the table
by choosing the number on the table, users are not selecting a calendar day, but instead the day of the event during the subscription cycle
For example, picking the first day means that the event will be triggered on day 1 during the subscription cycle.On the Customer Change Options: select the type of charge that the customer is going to pay, for example, Charge shipping + full product price. Otherwise, you can set this field to none if no charge should occur at the time of the event.
And also on the Send Email Options: pick an email from the drop-down menu, which will be sent to the customer every XX that the subscription payment is paid, for instance, Order Confirmation email. Otherwise, you can set this field to none if no charge should occur at the time of the event.
Place Order? toggle Switch ON/OFF button: this button is set to ON for the Day 1 ONLY, as it’s the first step of any sale and requires the customer to place an order
Once done, click on the Add button and the selection will be displayed below
If users need to add more events during the subscription cycle, just follow this process again in order to include them (see below example)
Continuity Cycle
In this section, the user should set until when the subscription should keep going.
For instance, in the first part Select a continuous cycle, three options are given to the user to choose the most appropriate to their needs:
Continuous Cycle
Continuity ends after X cycles
Continuity ends after X days.
In this second part, Select a day to execute the event, either by a calendar date or day number (ex: Every 10 days), so users can choose between:
Day field: enter number of days in which the event will be triggered
Day of the month *31 defaults to "Last Day of Every Month" field: type the day of the month in which the event is going to be triggered
In the third part of this section, they need to select an event to execute on the day chosen, so the user needs to set up the below:
Customer Charge Options field: from the drop-down menu, choose the most appropriate option for the sale model, for instance, Charge shipping + discounted product price. Otherwise, you can set this field to none if no charge should occur at the time of the event.
Send Email Options field: from the drop-down menu, decide the most appropriate option for the sale model, for instance, the Order Confirmation email. Otherwise, you can set this field to none if no charge should occur at the time of the event.
Place Order? toggle: should be switched to ON
Once done, click on the Add button and the selection will be displayed below
If users need to add more events during the subscription cycle, just follow this process again in order to include it (see below example)
Tax Configuration
This section can be left blank, as taxes configuration are available inside the campaign settings page.
2. Set up the Campaign
Log in to the CRM instance and from the left side menu, scroll down and click Campaign Management
Then click on Settings
From the Settings page, the user should go:
- To the top right side of the page and click on the + Create new button to create a new campaign
- Click on the campaign name to access its settings page, for the already existing campaigns, the user can click on the campaign name to access its settings page
How to configure a new Campaign or an existing Campaign for Subscriptions
On the Campaign Settings page, go to the right side of the page to the right side menu and click on Products
From the Products section, select the product to add to the campaign
Select Continuity on the Sale Type field
Select the Sales Models that was previously built for the subscription sales
On the Product Sale Type, you can leave it blank. Otherwise, select one of the two choices available: Regular or Presale Pop display only
Click on the Add button and the product and the other configurations will be listed in the below table
Then go to the right side of the product row and click on the Shipping Info button
From the Shipping Methods tab switch to ON the one you need and click on update
To save the changes on the campaign, go to the right side of the page and click on the Save button
What do subscription orders look like on the CRM order page?
A subscription order presents the below information, which differs from a regular hard-sale order.
Order Information
In the Order Information area, at the top of the Order Page, on the Order Type field is stated that Recurring Order for subscription one (see below example):
Product & Shipping History
In the Product & Shipping History, there is the Stop Continuity Charges button, with which the user can stop the subscription, or else after the current order, the customer will not receive the product anymore
and to resume the subscription, once it has been hold, then the user should click on the Start Continuity Charges button
Sales Workflow
In the Sale Workflow section, users are able to check the status of each step of the subscriptions
and the section marked with an R, which status is Waiting, this is the next subscription that is going to be triggered on the scheduled date
and by clicking on the right-side button, users are provided with a few additional options
Cancel
Reschedule
Adjust Amount
Force Bill (see below images)
The Subscription Cycle
Once the subscription is due, the system will automatically create a new order (see below an example of monthly orders of the same customer)
The new order will go through all order statuses (i.e. New, Paid, Shipping, Shipped, and Delivered) until the product is delivered to the customer and the subscription processing will start again once the subscription is due.