Manage products

What is product management for accounts?

Product management involves activating, configuring, and maintaining products and services for business accounts. This includes selecting appropriate product editions, managing add-ons, handling upgrades and downgrades, and deactivating products when necessary.

Why is product management important?

Effective product management ensures:

• Appropriate Service Levels: Customers receive products that match their business needs and budget
• Revenue Optimization: Proper edition selection and add-on management maximizes value for both parties
• Customer Satisfaction: Right-sized products improve customer experience and reduce churn
• Operational Efficiency: Proper product configuration reduces support issues and improves service delivery
• Growth Opportunities: Strategic product management identifies expansion and upsell opportunities

What's included with product management?

Product activation

• Initial product setup and configuration
• Edition selection and customization
• Integration setup and testing
• Launch coordination and timeline management

Edition management

• Upgrade and downgrade processing
• Feature comparison and selection
• Pricing tier management
• Transition planning and execution

Add-on services

• Supplementary feature activation
• Specialized service configuration
• Premium support options
• Integration expansions

How to activate products

Activating products through account

Method 1: To enable products for a customer account:

1. Navigate to Accounts > Manage Accounts
2. Select the target account from your account list
3. Open the account details page
4. Navigate to the Products tab or section
5. Click Create order

Method 2: To enable products for a customer account:

1. Navigate to Accounts > Manage Accounts
2. Select the target account from the account list
3. Click the menu icon beside the account
4. Select Activate Products

Activating products through CRM

1. Navigate to CRM > Companies
2. Select the target company from the table
3. Find the "Order" panel on the right
4. Click Create Sales Order
5. Follow the ordering process to place the Order

Building your product catalog

1. You can find the list of products available through the marketplace
2. Click on the products that you would like to add to your product offerings
3. Click "Start selling" on the top right to add the products to your offerings.

Activation Process:

Current Activation Workflow

Product activation now always creates a sales order as part of the activation process. This ensures proper billing, tracking, and commerce workflow integration.

1. Schedule activation during appropriate business hours
2. Create sales order - Product activation automatically generates a sales order for tracking and billing
3. Execute product activation following the order fulfillment workflow
4. Verify product functionality after activation
5. Test customer access and dashboard availability
6. Provide activation confirmation with order details and next steps

Change product editions

To change a product edition for an account:

1. Go to Accounts > Manage Accounts.
2. Open the account and go to the Products section.
3. Click the menu icon beside the product you want to change and select Change edition.
4. Select the desired edition and confirm.

warning

Upgrading to a higher edition may incur additional charges. Some downgrades (for example, WordPress Premium) may not be supported.

Cancel products

To cancel a product for your customer:

1. Go to Accounts > Manage Accounts and open the account.
2. In Products, click the menu icon beside the product and select Cancel product.
3. Confirm cancellation, or choose Schedule deactivation and select one of:
   • Cancel at the end of the current period
   • Cancel immediately
   • Cancel after a specified number of renewals

info

The product remains active until the date shown in the cancellation card. You can re-activate during this period.

Manage products FAQs

Can I disable the “email all users” option during activation?

In some activation flows you can control user email notifications. If you need to avoid sending emails to all users, review the activation options and deselect bulk email notifications where available.

Can I purchase more than one domain on the same account?

Some products support multiple domains per account. Review the product’s configuration options in the Products section for the account. If the option is not available, it may not be supported for that product.

Customer Communication:

• Explain feature changes clearly before processing
• Provide training for new capabilities after upgrades
• Confirm understanding of limitations after downgrades
• Document edition change reasons for future reference

How to handle product cancellations

Understanding cancellation types

Temporary Suspension:

• Customer requests service pause for specific period
• Billing suspended but account and data preserved
• Easy reactivation when customer is ready to resume

Product Replacement:

• Switching from one product to another
• Data migration and transition planning required
• Minimizing service interruption during transition

Permanent Cancellation:

• Complete product discontinuation
• Data retention and export considerations
• Final billing and contract closure

Cancellation process

Pre-Cancellation Steps:

1. Understand cancellation reason and explore alternatives
2. Review contract terms for cancellation procedures and timing
3. Discuss alternative solutions (downgrades, suspensions, different products)
4. Obtain written cancellation confirmation if required
5. Plan transition timeline and customer communication

Executing Cancellations:

1. Schedule cancellation for appropriate date (often end of billing period)
2. Prepare data export if customer requests their information
3. Disable product access according to cancellation terms
4. Process final billing and handle any prorated charges
5. Confirm cancellation completion with customer
6. Document cancellation reasons and process for future reference

Post-cancellation considerations

Data Handling:

• Export customer data if requested before cancellation
• Follow data retention policies for cancelled accounts
• Securely delete customer data according to privacy requirements
• Maintain necessary records for business and legal purposes

Relationship Management:

• Maintain professional relationship despite cancellation
• Leave door open for future business opportunities
• Request feedback on improvement opportunities
• Consider win-back campaigns for appropriate situations

Frequently asked questions (FAQs)

How do I choose the right product edition for a new customer?

Consider the customer's business size, current needs, technical sophistication, and budget. Start with an edition that meets current requirements rather than over-provisioning for potential future growth.

Can customers upgrade their product edition at any time?

Most systems allow immediate upgrades with pro-rated billing adjustments. Check your specific billing policies and communicate any timing considerations to customers.

What happens to customer data when I downgrade their product edition?

Data is typically preserved, but access to advanced features may be restricted. Some advanced reports or configurations may become unavailable. Always communicate these limitations before processing downgrades.

How do I handle customers who want to cancel products temporarily?

Consider offering product suspension instead of cancellation. This preserves their account setup and data while pausing billing, making reactivation much easier when they're ready to resume service.

Can I activate multiple products for the same account simultaneously?

Yes, most accounts can have multiple active products. Consider integration requirements and ensure the combination provides value without unnecessary overlap or complexity.

What should I do if a product activation fails?

Check integration requirements, verify account setup is complete, review any error messages, and contact technical support if needed. Document the issue for future reference and resolution.

How do I track which products are performing well for different customer types?

Use reporting tools to analyze product adoption, usage patterns, and customer satisfaction by business category, size, or other attributes. This helps inform future product recommendations.

Can customers change their own product settings after activation?

This depends on your system configuration and customer permission settings. Many systems allow customers to modify some settings while restricting access to billing and core configuration options.

When viewing activation history, what timezone is used in the timestamps?

The timezone displayed reflects the local time of the current user.