Client Services Offerings |
Lite |
Bronze |
Silver |
Gold |
Platinum |
OMP Access:
Ability to login for reporting dashboard, custom reports, promotion campaign checklist, customer service
solution and more. |
|
- Reporting Dashboard
- Campaign Checklist
- Channel access based on contract
- Customer Service Portal (Engagement History access)
|
- Reporting Dashboard
- Campaign Checklist
- Channel access based on contract
- Customer Service Portal (Engagement History access)
|
- Reporting Dashboard
- Campaign Checklist
- Channel access based on contract
- Customer Service Portal (Engagement History access)
|
- Reporting Dashboard
- Campaign Checklist
- Channel access based on contract
- Customer Service Portal (Engagement History access)
|
Onboarding |
- Campaign Checklist training materials
- Reporting Training Call
|
- Campaign Checklist training materials
- 1x Reporting training call (agency + client)
- Campaign Planning kickoff call with agency (parameters/tags)
|
- Campaign Checklist training materials
- 2x Reporting training call (agency + client)
- Campaign Planning kickoff call with agency (parameters/tags)
|
- Campaign Checklist training materials
- 3x Reporting training call (agency + client)
- Campaign Planning kickoff call with agency (parameters/tags)
|
- Campaign Checklist training materials
- As needed Reporting training calls (agency + client)
- Campaign Planning kickoff call with agency (parameters/tags)
|
Team and Resources |
- Client Services Alias queue-based system (non-dedicated) that traffics offer request for production and offer deliverables to client
- Operations Team (non-dedicated) that is responsible for campaign setup, QA, and troubleshooting
|
- Client Services Alias queue-based system (non-dedicated) that is responsible for campaign
functionality, offer deliverables, and set up of automated reports
- Operations Team (non-dedicated) that is responsible for campaign setup, QA, and troubleshooting
|
- Dedicated Client Partner & Client Services Manager who is responsible for campaign
functionality, offer deliverables, and set up of automated reports
- Operations Team (non-dedicated) that is responsible for campaign setup, QA, and troubleshooting
|
- Dedicated Client Partner & Client Services Manager who is responsible for campaign
management, strategic deliverables, quality of work, and service performance
- Operations Team that is responsible for campaign setup, QA, and troubleshooting
- Access to Technical Account Manager for special projects
|
- Dedicated Client Partner & Client Services Manager who is responsible for campaign
management, strategic deliverables, quality of work, and service performance
- Operations Team that is responsible for campaign setup, QA, and troubleshooting
- Access to Technical Account Manager for special projects
- Access to client's project management system
- Access to Data Science team including (2) reviews a year
|
Custom Development Work |
Not applicable |
Per hour charge |
Per hour charge |
Per hour charge |
Per hour charge |
Campaign Services and Consultation |
- Automated reporting - reviewed during kickoff call
- Access to dashboard for self-service reporting
- Additional fees for external API integrations
- Standard RevTrax work flows included
|
- Automated reporting - reviewed during kickoff call
- Access to dashboard for self-service reporting
- Additional fees for external API integrations
- Standard RevTrax work flows included
|
- Automated reporting - reviewed during kickoff call
- Access to dashboard for self-service reporting
- Additional fees for external API
integrations
- Standard RevTrax work flows included
- Monthly status calls
- Mid-year business review
|
- Automated reporting - reviewed during kickoff call
- Access to dashboard for self-service reporting
- Custom reporting
- Additional fees for external API integrations
- Additional fees for custom work flows
- Bi-weekly status calls
- Qrtrly/monthly Program Reviews
- Bi-annual on-site visits
- Annual review
|
- Automated reporting - reviewed during kickoff call
- Access to dashboard for self-service reporting
- Custom reporting
- Additional fees for external API integrations
- Additional fees for custom work flows
- Weekly status calls
- Program Reviews
- Quarterly on-site visits
- Quarterly business review
- Annual review
- Opportunity to beta test new product functionality prior to full release
- Access to Data Science team including (2) reviews a year
|
Hours |
9a-6p EST Standard Working Hours |
9a-6p EST Standard Working Hours |
9a-6p EST Standard Working Hours |
9a-6p EST Standard Working Hours |
9a-6p EST Standard Working Hours |
Response Times |
- Urgent Production Issue: 4 business hours*
- General troubleshooting: 3 business days*
- Promotion setup: 5 business days
|
- Urgent Production Issue: 4 business hours*
- General troubleshooting: 3 business days*
- Promotion Modification request: 3 business days
- Promotion setup: 5 business days
- Ad Hoc reporting: 3-5 business days, depends on request
|
- Urgent Production Issue: 4 business hours*
- General troubleshooting: 3 business days*
- Promotion Modification request: 3 business days
- Promotion setup: 5 business days
- Ad Hoc reporting: 3-5 business days, depends on request
|
- Urgent Production Issue: 3 business hours*
- General troubleshooting: 2 business days*
- Promotion Modification request: 3 business days
- Promotion setup: 5 business days
- Ad Hoc reporting: 3-5 business days, depends on request
|
- Urgent Issue: 3 business hours*
- General troubleshooting: 2 business days*
- Promotion Modification request: 3 business days
- Promotion setup: 5 business days
- Ad Hoc reporting: 3,-5 business days, depends on request
- Platinum Client requests are prioritized.
|
*Urgent: Offer management platform is responsive, but an offer appears to not be accessible across all consumers
who received the offer.
*General: Offer management platform is responsive and offers are accessible, but an unusually high volume of
consumer complaints have been received.