This communication was sent 06 October 2023.

Notice 23-JR | 06 October 2023

Updates to our cancellation processes

Multiple products

At Sage, customer success is key and whilst we don’t like to see any customer leave us, it does happen and the insight they can provide us as to the ‘why’ is key to help us making a change in the future. Over the last few years, we’ve evolved this process to make things as simple as possible, whilst providing us with the key insight to help us drive change. The insight can cover several topics from Partner and Sage engagement to our pricing, product and features.

We continue to evolve our processes, effective 16th October 2023 we’re making a further change. After a customer has completed their migration/cancellation form, partners are automatically notified – this notification will contain a link for you to complete a partner version of why the customer is migrating or cancelling. In doing so, this ensures we have a view from both customer and partner. Your insight will also help us complete any gaps in the data.

In building out our insight as much as possible, we will be able to drive changes on all levels, operationally, commercially and technology wise to drive improvements and better retain customers.

Questions?

We’ve updated the FAQ we originally provided; this covers a variety of topics. If you have any further questions, please feel free to reach out to the COE team.