What is the process for chasing paying and non-paying Calmony clients?

Note: This article is intended for internal staff use only and is not intended for clients.

There are three distinct client scenarios, each with its own chase process.

1. Live and Paying — No Usage, Not Responding

Overview: The client is active and paying but shows no platform usage and is not responding to outreach. They have no active payees and no transactions. Chase a maximum of three times over three months.

Process:

Step 1 — Inform the client of a price plan increase

• Send a polite, professional email informing the client that their price plan will increase due to inactivity (ZD Template Calmony 8).
• Clearly outline the new rate and the effective date.
• Offer support to help them get value from the platform if they wish to resume active use.

Step 2 — Follow up

• If there is no response after the first email, follow up after one month.
• If there is still no response after the second email, follow up again after a further month.
• If there is no response after three chase attempts over three months, escalate to the cancellation process.

Step 3 — Escalate if no response

• If the client has not responded after three attempts, proceed with the cancellation or downgrade process as appropriate.

2. Not Paying — In Arrears

Overview: The client has an outstanding balance and has not made payment. Follow this process to recover the debt and resolve the account status.

Process:

Step 1 — Initial contact

• Contact the client to make them aware of the outstanding balance.
• Provide clear details of the amount owed and the due date.
• Offer to resolve the issue promptly and outline the consequences of continued non-payment.

Step 2 — Escalation

• If payment is not received following initial contact, escalate as per the internal escalation process.
• Where appropriate, suspend access to the platform pending payment.

Step 3 — Final notice

• Issue a final notice before proceeding to account closure or legal escalation if required.

3. Cancelled — Post-Cancellation Follow-Up

Overview: The client has cancelled their subscription. This process covers the steps to take following cancellation to ensure a clean account closure and to identify any re-engagement opportunities.

Process:

Step 1 — Confirm cancellation

• Send a cancellation confirmation to the client.
• Outline any outstanding obligations (e.g., data export, final billing).

Step 2 — Offboarding

• Ensure all necessary offboarding steps are completed, including data handling in line with retention policies.

Step 3 — Re-engagement (optional)

• Where appropriate, follow up at a later date to explore whether the client would consider returning to the platform.