What is the Red Hat Renewals Program?
The Red Hat Renewals Program is an incredibly simple to use, partner-centric program designed to increase renewal rates and bring more revenue back to our partners. By automatically including our business partners in the subscription renewal process, we are aiming to increase customer satisfaction and the overall ease of doing business with Red Hat. Specifically, the program utilizes targeted communications that drive customers back to their partners, a partner portal that puts management tools and visibility into the hands of the channel.
It provides you with reporting tools to measure your renewals success and a dedicated Partner Team to drive partner and customer success. The Red Hat Renewals program is an end-to-end solution to manage your Red Hat Renewals business.
What is the objective of the Red Hat Renewals Program?
The Red Hat Partner Team focuses on renewals and streamlining the process for both customers and partners. The program provides information and tools that will enable the online review and management of your renewals, increasing renewal revenue and close rate.
What are the benefits of the Red Hat Renewals Program?
- Increased renewal rates and revenue back to partners
- Increased visibility into renewals
- Increased manageability of renewals
- Increased customer retention and satisfaction
- Increased revenue and profitability
- Accurate and improved forecasting and reporting capabilities
- Closed-loop processes that track revenue back to your pipeline
- Low cost to managing your customer renewals, efficiently driving renewals business
- Dedicated Partner Team to drive partner and customer success
How will the program work?
Partners are provided with seamless access to the Renewal Portal where they can review and manage those renewals naming them as partner on the original purchase order. Data is loaded into the Renewals Portal in weekly increments. The portal will allow partners to easily create quotes for their customers and close out renewals as the business is won or lost.
Notifications are sent to end customers when their subscriptions are coming up for renewal. These are sent at 90-days, 60-days, 30-days and at expiration. The notifications direct customers to renew their subscriptions with their partner.
Should the customer NOT renew by expiration date they will receive one final notice. In addition the Red Hat Renewals team will make outbound calls to customers and to their partners.
Frequently Asked Questions
Q: Who is the Red Hat Renewals team?
A: Red Hat has partnered with Aspire Technology to provide a renewals program management for our channel partners in EMEA.
Q: Which customers receive marketing notifications?
A: All end users receive notifications at 90-days, 60-days, 30-days and at expiration. Reseller partner receive a weekly notification to access their Renewals Portal. Distributors receive a monthly notification to access their Renewals Portal.
Q: What products are included in this program?
A: All Red Hat subscriptions sold through the channel distribution in EMEA.
Q: What data can a reseller access on the portal?
A: Resellers are given access to a reseller partner portal where they can access all of their opportunities, and ONLY their opportunities.
Q: What data can a distributor access on the portal?
A: Distributors are given access to a distributor partner portal where they can access all of their renewal opportunities based on the original purchase order sent to Red Hat.
Q: How can customers renew?
A: Red Hat suggests to the customer to renew through the Red Hat partner who has originally sold the subscription.
Q: The wrong contact is listed on the notification, how do I correct this?
A: Please contact your Red Hat Partner Manager or Partner Team.
Q: Is there a channel conflict with this process?
A: No. Red Hat provides the partner with the data necessary to pursue their customers' subscription renewals 90 days in advance of expiration. In addition customers are notified 90, 60 and 30 days in advance of expiration, as well as at expiration and are encouraged to contact their partner. If the subscription has not been renewed within 15 days after expiry the Red Hat Renewals team will notify the customer reminding them to contact their partner or provide the option for a renewal quote. Partners are therefore given 105 days to close the business and at 15 days past expiration the goal is to close the business by any means necessary for reasons of customer satisfaction and revenue.
Q: What resources are available to partners and customers?
A: The Red Hat Partner Team will create and maintain a training plan and materials that describe the benefits of the renewal program and best practices for the use of the Renewal Portal. Such materials include a training manual, FAQ document and Partner Portal User Guide. On the Red Hat Partner Center, you can find a document “Value of a subscription” under the “Getting started with Red Hat” campaign folder.
Q: Will the Red Hat Renewals program be integrated with the Red Hat Partner Center?
A: As the Red Hat Renewals program is a semi automated sales process, we have optimized the renewal portal infrastructure to support this particular information workflow for speed and extreme ease of use. At this point, the process is not integrated with Partner Center, which is built for different and general use purposes.
Q: What happens after the 15 days past the subscription expiration?
A: After the 15 days, following the 90 days renewal period before the subscription expiry, Red Hat will assume that either the customer does not want to renew, or wants to buy somewhere else, or that the partner was not interested in following up with the renewal opportunity. In order to assure continuity of support and maintenance aspects of the customer's production environment, Red Hat will make one last attempt with the help of another business partner, or on its own, before considering the renewal opportunity lost.
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