The working screen

Everything for the call, in its place.

No second system to check while the member waits. A CSR's list sits on the left. What to record, and the member, sit in the middle. The history, the renewal's new price and the payment details sit on the right. Her day runs along the bottom.

The myRetentionDesk working screen in the demo. On the left, a list of members. In the middle, the Update card with a late payment and the 2027 renewal open, and the member's information. On the right, history, benefits with the renewal price, and payment details.

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Open the full-size picture. The demo, as a CSR sees it, with sample data. The carrier's own product names are blanked out.

1The top bar

Search any member, from anywhere, without losing her place.

Lists shows or hides her column of work lists, each with its count: Appointments, Your book, Delinquent, Renewal, Inconsistency, Website not registered, Rewards not participated, Autopay off and Waiting to clear. In the big picture it is folded away; here it is open.

Your work opens her own results by day, week, month or season: the renewals she recorded beside those the carrier confirmed, and the late payments she recorded beside those the carrier cleared.

The work lists, open: Appointments with 2 overdue, Your book 96, Delinquent 1, Website not registered 2, Autopay off 2, Waiting to clear 9, and lists with none.

2The list she is working

Sorted by Longest since last result, so members nobody has touched come first. A member she just worked moves to the end when she opens the next one, and the member she clicks stays where she clicked, so nothing jumps under her hand.

A search lands in the same place. If the person is not on the book, Not here? Add a new person keeps the call from being lost.

A list of ten members found by a search, sorted Longest since last result, with Not here? Add a new person at the bottom.

3Update: record the call

Every result is one press: Helped, Transferred, Message for agent, Record a sale. If she did not reach the member: No answer, Left voicemail, Bad number, Unreachable.

Below the buttons, each thing open on this member gets its own line and its own result. Here, a late payment 31 to 60 days behind, and the 2027 renewal. One Save records them all, with a note.

The Update card: one-press results, then a line for the late payment, Delinquent 31 to 60, and a line for the 2027 renewal, each with its own result, a note and Save.

4The member

Straight under the Update card, so she reads the member while she talks.

Every phone number on file, each with its own Call button. In the demo the phone is switched off.
Other products the member could use, with Record a sale beside them.
Contract status, as the carrier's file states it.
The agent of record, by name and license number.

Member Information: the member's name, opportunities, phones with Call buttons, address, contract status Active, and the agent of record.

5History, benefits and payment

Every result anyone saved on this member, who saved it and when. Nothing in it can be rewritten.

Then the member's plan, with the renewal's new price beside today's and what the member would pay. And the payment details: the balance, how late it is, paid through, last paid, the premium and the tax credit.

History: Nov 10, 10:42 PM, Paid with me, with the note and the CSR's name.

Benefits: the plan, its dates, and the 2027 renewal: premium and tax credit today beside the proposed price, and what the member would pay.

Payment details: an account balance of $81.13, Delinquent 31 to 60, paid through and last paid dates, premium, tax credit and monthly member responsibility.

6Her day, counted

Calls, calls in, members touched and each result as she saves it, and how much of her book is still open. She sees her own numbers where she works.

Everyone opens the whole team's counts side by side, one row per person.

One call, several fixes

Everything open on a member, on the member

Delinquent, a renewal, an inconsistency, a call back that is due: whatever is open shows on the same screen before she dials, so one call can cure several. Each is shown as the carrier's own file states it, and the carrier's next file shows what stuck.

See it with your own hands

Open the demo as a CSR and work a sample book.

See the demo or book a walkthrough See the manager's side