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Module 1 - Overview of the process
Module 2 - Partner Initiated Change
Module 3 – Customer Initiated Change
Module 4 - Summary
Appendix
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Overview of the Process
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Goal of this process change is to enable the partner and
customer to initiate the change of partner process online
This will result in:
• Instant change
• Downstream activities occurring faster
• Reduce involvement by ROC
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Change of Partner
Initiated By a Partner
Change of Partner
Initiated By a
Customer
The proposed new partner of record
can initiate change of partner
request on behalf of a customer
using Partner Source
A customer, who is active on BREP, can
initiate change of partner request, using
Customer Source.
The customer will have to accept the
request and fill in the reason for
change, before the customer can
start working with the new partner
The proposed new partner of record will
have to accept the request before the
customer can be assigned to the partner
Customer will accept via
CustomerSource
Partner will view requests on “My
Messages”
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Prerequisites:
• Customer Professional has Administrator – Customer
Care role set to yes
• Partner Professional has Administrator – Customer Care
role set to yes
• Customer must be on an active enhancement plan in
order to be able to carry out an Online Change of
Partner request as they need to do this on Customer
Source
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Partner Initiated Change
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“Change of Partner Request
Pending Approval” link in email
Customer Source (provide valid
customer credentials)
Pending Change of Partner
Request Initiated by Partner
In CustomerSource
click on My
Account, Our
Partner Information
which will bring you
to this page.
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If the customer accepts the request they
are directed to the “Change Partner of
Record” page
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1. Customer selects the
reason for the change of
partner
2. Customer provides
comments . If the
customer chooses
“Other” as the Reason
for Change of Partner,
then the Comments
section must be
completed.
1
2
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The system will validate
the following:
• Pending orders
• If it’s within 10 days
of expiry date
• Partner is authorized
and certified
3
4
3. Customer clicks on the
T&C check box.
4. Customer provides
name in the Signature
box and clicks Submit
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Acknowledgement page displays the successful
change of partner message. Customer can print for
own records.
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Emails sent to the following (refer to Appendix):
Partner who made
the Online Change of
Partner request
• Saying request has been accepted & outlining the
customer’s expiry date
Customer
• Confirming the Online Change of Partner has been
requested
Old partner
• Informing them that their former customer has
requested a move and it has been completed.
Partner Account
Manager
• The PAM of Managed Partners is also informed
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Customer Initiated Change
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1
Customer logs onto Customer
Source and clicks on “Our
Partner Information” link
under My Account
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1.
2.
3.
1
Customer clicks on radio
button for Partner to be
changed (this is the
current partner)
Customer checks the
Change Partner Check
box
Customer clicks on
Changer Partner Button
2
3
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1.
2.
3.
Customer can see the existing
partner information
Customer selects a reason for the
change of partner request
Customer may enter a comment in
comments field – if the reason in 2
above is other, the user must add a
comment
1
2
3
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System validates if
account number is
valid and if partner is
authorized for the
selected product
4. Customer enters the account
number & PIN of the To-be
partner (the customer must know
the account number & PIN)
5. Customer checks the T&C check
box and enters name in Signature
field
4
6. Customer clicks on Submit
5
6
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If validations are passed the acknowledgement page is displayed and the customer
can print the page.
Clicking ok will direct the customer back to the partner information page.
Email is sent to the “to-be” partner company advising them of request
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Emails sent to the following:
Customer who made the
request to change partner
• Saying request has been accepted
New partner
• Confirming they have accepted request
Old partner
• Confirming that the customer has requested a change
in their partner of record and this has been processed
and the customer has been removed from their
customer list.
Partner Account Manager
• The PAM of Managed Partners is also informed
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CustomerSource  My Account  Our Partner Information
Click on Cancel Pending
Change of Partner
Request
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Select the relevant radio button for the Request to be cancelled and click
on Cancel. An email will then be send to the Partner Company Professional
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Partner and Customer are enabled to initiate the change of partner process online
when the both have
• Administrator – Customer Care role set to yes
• Customer must be on an active enhancement plan
The Online Change of Partner Request can be initiated by:
• The customer – requesting the new partner to accept the Online Change of
Partner request
• The partner on behalf of customer – requesting customer to accept the Online
Change of Partner request
This will result in:
• Instant change
• Downstream activities occurring faster
• Reduce involvement by ROC
Go Live Date 4th August
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