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Online Change of Partner

Partner TrainingDate: 4th August

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Agenda

Module 1 - Overview of the process

Module 2 - Partner Initiated Change

Module 3 – Customer Initiated Change

Module 4 - Summary

Appendix

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Module 1

Overview of the ProcessOverview of the changesMain Scenarios

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Overview of the Changes

Goal of this process change is to enable the partner and customer to initiate the change of partner process online

This will result in:

• Instant change• Downstream activities occurring faster• Reduce involvement by ROC

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Two main scenarios

Change of Partner Initiated By a

Partner The proposed new partner of record can initiate change of

partner request on behalf of a customer using Partner Source

The customer will have to accept the request and fill in the reason for change, before

the customer can start working with the new partner

Customer will accept via CustomerSource

Change of Partner Initiated By a

Customer

A customer, who is active on BREP, can initiate change of partner

request, using Customer Source.

The proposed new partner of record will have to accept the request

before the customer can be assigned to the partner

Partner will view requests on “My Messages”

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For all Online Change of Partner Requests

Prerequisites:

• Customer Professional has Administrator – Customer Care role set to yes

• Partner Professional has Administrator – Customer Care role set to yes

• Customer must be on an active enhancement plan in order to be able to carry out an Online Change of Partner request as they need to do this on Customer Source

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For all Online Change of Partner Requests

• If the prospective customer doesn’t have access to CustomerSource, please submit a service request to the ROC attaching a request from the customer on their letterhead mentioning details (name, phone and email) of the user to be set up as Administrator - Customer Care. An email request (in place of the letter) is also acceptable if it was sent from the customer’s domain (abc@customername.com). The ROC will then add that user as a Professional to their account.

• The Online Change of Partner process is currently not available for CRM Online and product lines purchased via Microsoft’s Volume Licensing Channel (VL). Such requests may be submitted by sending a service request to your ROC.

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Module 2

Partner Initiated ChangeOverview of a Routine Online Change of Partner initiated by the Partner

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Routine Change of Partner

2. Partner enters Customer’s Account Number & PIN

1. Partner clicks on VOICE link & then on “Initiate Change of

Partner for Customer”

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2

MRT Check to see if Partner has met MRT

System validates the Customer Account Number and if on an active service plan.

Note: if the customer is not on a current plan the partner change request needs

to be submitted manually.

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Routine Change of Partner

3

4

5

3. Partner selects one or more product lines4. Partner

checks T&C check box

5. Partner clicks on submit button

System checks • If the product line owned by the customer

is enabled for Online Change of Partner &• Validates if the Partner placing the

request is authorized for the given product lines

• If it’s within 10 days of expiry date• Partner is authorized and certified

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Routine Change of Partner

If the given partner is not authorized for any of the product lines then system will display an error message stating partner is not authorized for any product lines owned by the customer

that are enabled for online change of partner

If any of the product line(s) owned by the customer is enabled for online change of partner then the system will check whether the partner placing the request is authorized for the given Product Line(s).

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Routine Change of Partner

8. System sends an email to the customer care administrator of customer company containing a link to a page on CustomerSource. Refer to appendix

6. An acknowledgement page will be displayed which the partner can

print

6

7.Partner clicks OK7

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Routine change – initiated by Partner

• Saying request has been accepted & outlining the customer’s expiry date

Partner who made the Online Change of Partner request

• Confirming the Online Change of Partner has been requestedCustomer

• Informing them that their former customer has requested a move and it has been completed.Old partner

• The PAM of Managed Partners is also informedPartner Account

Manager

Emails sent to the following (refer to Appendix):

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Cancellations by PartnersPartnerSource VOICE 1. Initiate Change of Partner for

Customer link 2. Change of Partner Request on Behalf of Customer

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2

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Cancellations by Partners

Select the relevant radio button for the Request to be cancelled and click on Cancel. An email will then be sent to the Customer

Company Professional informing them of the cancellation (refer to Appendix)

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Module 3

Customer Initiated ChangeOverview of a Routine Online Change of Partner initiated by the Customer

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Routine change – initiated by customer

In My Messages the Partner professional is directed to the “Change of Partner Requests Pending for Approval

Note: Partner can view pending Change of Partner requests on this screen at anytime

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Routine change – initiated by customer

Partner clicks on View Request link

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Routine change – initiated by customer

1. The partner must select the appropriate and correct engagement model (this drives future partner discounts for that customer)

2. The partner must select the check box to accept T&Cs

3. If the partner accepts ,the system will update the new partner and an email will be sent (see next slide)

4. If the partner declines, an email will be sent to the customer who initiated the request & the request will be removed from the page

5. If the partner clicks on “Back” the system will bring them back to the previous page

1

3 4 5

2

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Routine change – initiated by customer

• Saying request has been acceptedCustomer who made

the request to change partner

• Confirming they have accepted requestNew partner

• Confirming that the customer has requested a change in their partner of record and this has been processed and the customer has been removed from their customer list.

Old partner

• The PAM of Managed Partners is also informedPartner Account Manager

Emails sent to the following:

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Summary

• Administrator – Customer Care role set to yes• Customer must be on an active enhancement plan

Partner and Customer are enabled to initiate the change of partner process online when the both have

• The customer – requesting the new partner to accept the Online Change of Partner request

• The partner on behalf of customer – requesting customer to accept the Online Change of Partner request

The Online Change of Partner Request can be initiated by:

• Instant change• Downstream activities occurring faster• Reduce involvement by ROC

This will result in:

Go Live Date 4th August

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Help / Escalations

• https://mbs2.microsoft.com/Support/OperationsIncidents.aspx?Mode=Create

The partner can submit a request to the ROC

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Localized Partner Slide decks

• Are available at the following link https://mbs.microsoft.com/partnersource/communities/training/trainingmaterials/student

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Appendix

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Partner Initiated RequestCustomer Care Administrator clicks on

link which will direct them to the “Pending Change of Partner

Request Initiated by Partner” page.

If the customer does not receive this email or

loses it they can proceed directly to the next screen “Our Partner

Information”

Email sent to customer once the Online change of Partner request has been submitted by the partner

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Partner Initiated Request• Once customer has accepted request initiated by the

partner• Email sent to the customer care administrator of the new

partner company who initiated the change of partner request.

• This mail is to the partner telling them that the customer has approved the request for a Change of Partner and also informs the partner about the customers Expiry date.

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Partner Initiated Request• Email sent to the Customer Company informing the

change of partner request acceptance • This mail is to the Customer confirming they have

accepted the Change of Partner request

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Cancellation email• Cancellation email is sent to the Customer

confirming that the Change of Partner request has been cancelled by the Partner to be

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Customer initiated request

• Email sent to partner professional of the to-be partner company advising of online change of partner request initiated by customer

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.