Article Owner: Tara-Lee Nixon


TABLE OF CONTENTS

What are Solutions?

Each Solution level we’ve designed is aligned to our 3 ideal customer personas (Chloe, Amara and Priya) and has a unique value uplift, service level and key features / components included to help our customers grow through their business over time.  The amount of presence, performance or service a customer can expect to receive increases with each step of our Solution levels. Enabling us to provide a basic Solution to businesses whatever their starting budget level or specific requirements, starting from £130 p/m excluding VAT & a £50 one off Solution set-up fee.

 

Why have we moved to Solutions over multi-product selling this year?

We noticed when selling multi-products that the time it took to explain every element was overly complex and there wasn’t enough differential to what we were doing before as a company to transform the way we do business, to simplify it for us, or our customers. So we moved from bundling features to creating pre-defined, fully integrated Solutions. We know that Solutions deliver a better ROI for our customers, are intent based so the drive the leads the customer really wants from the website wireframe to the CTAs we use and if we can prove this value then customers will stay with Yell longer. 

 

What is included in each Solution level? What are the key differences?

This image below shows the core features included and what the Solution is designed to support the customer with (these will evolve over time as we test and learn). In short, the key differences are a basic Presence Solution, an enhanced presence which includes a Website, or Accelerate which covers all aspects and Smart Performance to drive traffic. There is a full product spec online for all Solutions (ensure VPN is on) to list out all the specifics included covering min-max spend thresholds, website tiers and bolt-ons available to follow:  https://business.yell.com/internal/product-specs/solutions-specs/

  

Which Care teams look after Solutions currently?

We currently have two teams who look after all our Solution customers within care. Tim Pollard and Paula Anthony are managing the teams, supporting by Andrew Chapman, the Solution lead within Care. This slide below shows how you can check if the account is a Solution customer and what should you do if one of these customers call in or need support.

 

 

   

How do I adjust / upsell an element of the customer’s live Solution?

Any Solution sold prior to Dec ‘23 is MPH bundling not a fully integrated Solution so you can follow normal BAU upsell paths / routes (for example, you could take Extended Distribution and easily upgrade this line to Reputation Mgr at the line level in SAP or via Product Wizard) but please refer to the retention toolkit for guidance before you begin to make any amendments to  support your conversation with the customer i.e. help, educate, add value, use free inventory if needed.

 

For fully integrated Solutions, which were sold after 4th Dec ’23 there will be two orders visible within SAP one is the legally binding customer contract i.e. the monthly price the customer is paying Yell for their Solution and a linked fulfilment order detail for internal use to build the components of the Solution. With the fulfilment detail you can make adjustments without needing to change the customer contract / or re-signing needed within the spend parameters of the tier. 

 

You can port live customer lines into a Solution (follow the SAP user guide) or as of July ’24 you can upgrade/downgrade Solution levels or Tier by Tier as you see fit – please follow the training to do this correctly. 

 Where can I find out more?

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