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There can be several scenarios where you want to modify an existing agreement, such as through telemarketing:

• Upgrade an existing amount
• Change frequency
• Change payment method (e.g., from card to Betalingsservice)
• Pause or stop an agreement
• Restart a paused agreement
• Set an expiry on an existing agreement

For all of the above scenarios, Onboarding can be used effectively. Here, you should create an Upgrade workflow, as this guide explains. The workflow determines which actions are allowed during the upgrade process. We also distinguish between allowed actions for junior agents and senior agents.

Once the workflow is created, it must be linked to a campaign. Read more about it here >

Note: If you have a member (where the amount and frequency are defined by the statutes) whom you want to ask for a fixed donation in addition to their membership (tax-deductible), you should instead create a sign-up flow, even if you are calling known donors. This is because you need two completely separate agreements to distinguish them for tax reporting purposes. See the guide "Create a New Sign-up workflow".

Would you rather watch than read? Then watch the video here >

Create your workflow

Start by creating a workflow that we can configure together. Go to Onboarding in the main menu of OnlineFundraising and click on "Create new" at the top right corner to create a new workflow.

Give the workflow a descriptive name under Name your workflow (1) and select Upgrade (2) under Select intention.

Once you have done that, additional fields will expand.

Customize the overall settings of the workflow.

First, you need to customize the overall settings of the flow.

Allowed actions

Under Subscription permissions, you now need to determine which actions are allowed for the phoners. Are they allowed to restart an agreement, pause or stop an agreement, or set an expiry date on an existing agreement? Note that these actions are only allowed for so-called senior agents. Junior agents will only be able to upgrade the agreement – not pause, restart, or stop the agreement.

Valg af betalingsmetoder

Under Payment methods for renewal, you now need to choose which payment methods the phoner should be able to select from. It is not necessary to choose if the same payment method should continue, but it may be relevant if, for example, another payment method is better for you.

When the phoner is speaking with the donor, there may be information they do not want to provide directly over the phone, such as their CPR number or account details. In this case, the phoner has the option to send them an automatic SMS with a link to a form specifically targeted at this campaign and donor.

SMS for approval

In the "Approval message" field, you should write the message that will be sent to the donor before the link to the form is included. It could be something like, "Thank you for the pleasant conversation, here is the link to provide additional information."

In the SMS Sender name field, you can specify the name from which the SMS will be sent. You have the option to either write a shortcode (recommended only if you have your own) or text (up to 11 characters, which is the technical maximum number of characters). Also, choose which URL shortener should be used for the link. As mentioned, the link is unique to the donor and the specific campaign, so it will be shortened before sending.

Add product(s)

Next, you need to choose which products the phoner should be able to offer the donor. You have the option to add more, depending on your needs for the specific campaign.

A product can be very simple – keep everything the same as the existing agreement, but update the payment method. It can also be more open – allowing changes to the amount, frequency, etc. You decide how much freedom the phoner should have. However, our recommendation is to create multiple products with more defined parameters, as this can make the work easier and keep the focus on the conversation.

Under "Upgrade products," select "Add product." You will then need to choose whether you want to add an additional agreement on top of the existing one, or if you want to modify the existing agreement.

We recommend, as much as possible, making a change to the existing agreement, as it provides clearer lines moving forward. However, some CRM systems can handle so-called add-on agreements (in terms of displaying the donor's overall engagement, changes to agreements, etc.), and in this case, the add-on option has the advantage of clearly showing the campaign's income. Check with your integrator/CRM provider if you're unsure, and make sure that an add-on product doesn't trigger an introductory flow in your marketing automation solution.

Below is a description of adding the two products separately:

Add an add-on product

Start by giving your product a name (which will be displayed to the phoner) and click on Add-on.

The view will adjust to your selection, and you will be asked to provide a product name that can be shown to the donor. For example, if the payment method is MobilePay, this name will be displayed there.

You will also need to define the amount (leave the field blank if the phoner is allowed to define it themselves) and, if necessary, a purpose accounting code. If you don’t fill in one, it will inherit from the existing agreement. We recommend that you always define it.

Under Payment settings, check the box for "Payments are tax deductible" if the agreement is tax-deductible. This will include the payments in the file to the tax authorities.

Finally, you have the option to set the agreement as temporary. For example, you can create an add-on to an existing agreement that only lasts for the summer. Check the box for "Allow expiration date" under Scheduling, and you will be able to define when the agreement expires. You can also leave the field blank, in which case the phoner will set the expiration date themselves.

Add a product that modifies the existing agreement

Start by giving your product a name (which will be displayed to the phoner) and select Adjustment of agreement. You will then be presented with a range of options, allowing you to modify virtually everything in the existing agreement – amount, frequency, tax deductions, communication, etc. Here, it’s important to be precise and actively decide how the agreement should look moving forward.

For a full description of all the available options, refer to the guiden for creating new recurring agreements  as the options here are the same. The difference is that anything you define will overwrite the existing settings. For example, if you do not define the Purpose accounting code, the agreement will retain the current setting.

Optionally add more products

Optionally collect more information about the donor.

Should the phoners also update the donor's information as part of the campaign? If so, you can allow this under Contact information. Simply click on Add and add the field(s) you want to include. The list contains all standard fields for a contact in OnlineFundraising. If you have additional fields, they should be added as metadata (see further down).

Label is the field name displayed to the phoner. Also, specify whether the field should be required (check the box for Require).

Should the data be validated upon entry? You can determine this under Validate contact details by country.

Optionally, add metadata to the campaign.

Finally, you have the option to add extra metadata to the campaign, which will be stored with each dataset. For example, it could be a campaign field that you transfer to the CRM. If you're unsure whether the field is transferred, please check with your CRM integrator.

Save your workflow

Finally, click Create at the top right corner. The workflow is now created and ready to be linked to a campaign.

Video

You can watch Stephan explain the process in the video here, where you can also see how it looks for the phoner.