In the next few months we will be allowing patrons to renew their subscriptions directly through TNEW-7. (We previously took renewal and new sub orders through a detailed Formstack.) Since this will now require a login from the patron, we want to ensure that each of our subscribers has a login in good working order. Also, we want to encourage subscribers who do not currently have a functioning login to create one. Given that between household and individual accounts we may encounter several e-mail addresses, but only one may be a login, we could use some advice on how to approach this effort to ensure the most success. Most welcome would be advice for those who have recently moved from a non-login to a login-required renewal process.
Thanks,
JD Smith, Director of Marketing and Sales Technology, San Diego Symphony
Hi JD
We went through a similar thing when we started renewals (albeit in v6). If memory serves, if the subscriber had a login email already we included on the renewal materials we sent out, with a clear call out that they should use this email to log into their account/request a new password to log into their account if need be. If the subscriber didn't have a login we requested that they call the Box Office to provide an email address to staff to add to their account as a web login so that we made sure they could log in to the account which had their renewals.
Does this make sense?
Cheers,
Michaela
We basically did the same thing here as well ahead of both subscription renewals and making member events ticketed through the web -- we still send instructions on logging in for the member events because there's constantly new folks coming into the fold who need guidance. It's also great opportunity to make sure that the customer care team is well-versed in troubleshooting login issues!