How to Downgrade a Clients Services

Purpose

This SOP outlines the precise steps for managing a client's request to downgrade their services. Its core purpose is to systematically ensure proper escalation, clear communication, accurate billing proration, timely agreement processing, and the technical execution of service changes. This guarantees a smooth transition for the client, minimizes service disruption, and maintains precise financial and operational records within SWEAT Digital.

Scope

This SOP applies to the Marketing Manager, Marketing Strategeist, Agency Support, and Operations Support roles within SWEAT Digital. It covers the entire process from the initial client downgrade request to the final updating of internal systems, including new agreement preparation, billing adjustments, and technical service modifications.

Definitions

Roles & Responsibilities

Prerequisites

Before initiating this SOP, the following must be in place:

• Access to Monday.com with the necessary permissions to update the Client Bible and the "Downgrading" board.
• Access to Ignition with permissions to create and send proposals.
• Access to Support Google Chat for notifications.
• Access to Help Scout for client communication.
• Marketing Manager has engaged with the client regarding the downgrade request.

Triggers

This process is triggered by:

• A client's explicit request to downgrade their service package.

Step-by-Step Process

1. Client Downgrade Request & Marketing Manager Escalation

• Trigger: A client communicates a request to downgrade their service package.
• Action: The request is immediately escalated to the Marketing Manager.
• Marketing Manager's Role:
  • Engage with the client to understand the reasons behind the downgrade request.
  • Attempt to re-engage and save the client from downgrading their package or service.
  • If the client still wishes to proceed with the downgrade, move to Step 2.

2. Marketing Manager Initiates Downgrade Tracking on Monday.com

• Action: If the client confirms their decision to downgrade, the Marketing Manager will complete the downgrading form or add the client's details to the Downgrading board on Monday.com.
• Input Details: The Marketing Manager must input the following information into the board:
  • Client Name
  • Request Date
  • Assigned Digi (Digital Marketing Specialist)
  • Submitted Date
  • Submitted By (Marketing Manager's name)
  • Old Package (e.g., SCALE)
  • New Package (e.g., SPRINT, START, or STUDIOHUB)
  • Final Date (Old package end date)
  • Start Date (New package start date)
• Automation: Once this item is added to the Downgrading board, Support will be automatically notified via Support Google Chat that a new downgrade request has been initiated.

3. Support Prepares and Sends New Agreement

• Action: Upon notification via Google Chat from the Downgrading board, the Support Specialist prepares the new service agreement.
• Downgrade Policy & Dates:
  • A 28-day notice period is required for downgrading services.
  • The new agreement’s Start Date will be 28 days from the Request Date (as entered in the Monday.com board).
  • Example: If the client requests a downgrade on July 1st, the new service agreement (and billing for the new package) will start on July 29th.
• Prepare New Agreement in Ignition:
  • Log into Ignition.
  • Create a new proposal for the client.
  • Select the appropriate template for the New Package:
    • SCALE to SPRINT: Ads and Google Business.
    • SPRINT to START: Facebook ads only.
    • START to STUDIOHUB Access Only: No ad services.
  • Set the Start Date of the proposal to the calculated Start Date (28 days from the Request Date).
  • Ensure pricing and tax settings (GST/Tax) are correct for the client's region (Australia (AU) - GST ON; Outside Australia - GST OFF).
• Send Agreement: Generate the proposal link and send an email to the client with this link, requesting their review and signature.

4. Support Follows Up on Unsigned Agreement

• Action: If the client does not sign the new agreement within a reasonable timeframe (e.g., 2 business days) after it is sent.
• Check-in & Offer Assistance: The Support Specialist will contact the client to check on the status of the agreement. Ask if they have any questions or require any assistance with the document. This proactive step helps prevent delays in the downgrade process.

5. Client Signs Agreement & Automatic Notifications Trigger

• Action: The client signs the new downgrade agreement in Ignition.
• Automation:
  • Both the Support and Marketing Google Chat channels will be notified automatically that the agreement has been signed, signaling to begin the operational downgrading process.
  • The client will automatically receive a confirmation email from Help Scout.
  • An automated Downgrade board specifically for the client will be generated, which contains a checklist of all technical completion tasks. This board is primarily for Operations Support.

6. Agency Support Prorates Old Package Billing

• Action: Immediately upon the client signing the new agreement (notification received in Step 5).
• Proration Calculation: The Agency Support will prorate the client's current billing for their old package. This ensures they are only billed for their old package until the confirmed Final Date (the last day of the 28-day notice period).
• Invoice Generation: Generate and send the prorated invoice to the client, clearly communicating the adjusted amount and the Final Date and Start Date.

7. Agency Support Actions on the Final Date (Last Day of Old Package)

• Automation: On the Final Date (the last day the client is billed for their old package), Support gets automatically notified via chat to cancel services.
• Action:
  • Cancel Old Services: Agency Support cancels all active services associated with the client's old package in Ignition.
  • Client Notification: Send a confirmation email to the client to inform them that it is the final date of their old service package.
• Update Downgrading Board: Agency Support updates the client's entry on the Downgrading board on Monday.com and sets the Billing to "Complete."

8. Operations Support Actions on the Start Date (First Day of New Package)

• Action: On the Start Date (the first day of the client's new, downgraded package).
• Complete Board Items: Operations Support will begin working on completing all technical items listed in the automated downgrade board (generated in Step 5).
• Technical Tasks: Operations Support handles the technical side of the downgrade, which includes tasks such as disabling Google My Business access or other platform adjustments, as required by the new package.

9. Final Completion & Internal Updates

• Action: Once all technical items in the automated downgrade board have been completed by Operations Support.
• Notification (Ops Support to Agency Support): Operations Support messages Agency Support to inform them that all technical tasks for the downgrade are complete.
• Notification (Agency Support to Digi): Agency Support messages the Assigned Digi (Digital Marketing Specialist) to notify them of the downgrade's Start Date and successful transition.
• Update Downgrading Board: Agency Support updates the client's entry on the Downgrading board on Monday.com and sets the Status to "Complete."
• Automation: This status change on the Downgrading board will automatically update the client's Package in the Client Bible to the new one.
• Verification: It is recommended to perform a manual check of the Client Bible to confirm that the package status has been updated correctly.

Notes

• Consistency is Key: The 28-day notice period is a strict policy. Ensure all dates (Request Date, Final Date, Start Date) are accurately recorded on the Monday.com board to ensure automations and billing are correct.
• Proactive Follow-up: Timely follow-up (Step 4) is crucial to prevent the downgrade process from stalling and to maintain a positive client relationship.
• Automation Reliance: This process relies on automations in Monday.com and Help Scout. Always ensure the trigger data (e.g., the Status field) is updated correctly to prevent process failures.
• Verification: While automations are in place, a manual verification of the Client Bible in the final step is a critical best practice to confirm the downgrade is fully reflected in all systems.

Tools Used

Templates