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Subscription Renewal

In service-driven industries, long-term customer satisfaction relies, among others, on the ability to monitor and extend service agreements beyond the initial sale. With DYCE Managed Service Providers, users often create subscriptions such as Warranty Extensions or with Fixed Subscription Terms, each with defined validity periods. Over time, the need arises to track these service agreements centrally, especially as they approach expiration. Without a dedicated overview, users risk missing renewal opportunities, leading to lost revenue or reduced customer satisfaction.

To support this, a dedicated page is provided where all relevant subscriptions are listed with key validity details. This overview enables users to directly initiate actions to offer renewals, ensuring a streamlined renewal process and improved customer retention.

How Subscription Renewals work​

The Subscription Renewal page provides a dedicated list view based on the Subscription Line table, displaying all relevant information needed to track expiring lines and perform follow-up actions like renewals.

It enables users to filter, select, and extend subscription lines directly, supporting proactive after-sales service activities. To enhance this process, DYCE Cockpit provides enhancements to the dashboards or role centers. This addon allows users to monitor the validity of subscription lines marked as Warranty Extension or Fixed Subscription Term. Users can easily filter these lines based on key fields (e.g. Subscription Line End Date, Warranty Extension, or Fixed Subscription Term) directly or even us it as a cue in DYCE Cockpit. The page thus provides a centralized view of expiring Warranty Extension and Fixed Subscription Term, helping users to track expiring subscriptions and initiate appropriate follow-up actions.

The Subscription Renewal page displays a list of subscription lines that help users filter, and manage renewals efficiently. The following fields available on the page:

  • Process indicates the current stage of the sales process for the subscription line. It can be empty if no follow-up action has been taken. If a Sales Quote has been generated, the status will be set to Sales Quote created. Once that quote is converted into a Sales Order, the status updates to Sales Quote processed. If the subscription is not extended, the status becomes Canceled / not extended.
  • Subscription No. specifies the unique number of the subscription, while Subscription Description and Subscription Line Description provide information on subscription and subscription line.
  • Subscription Line Start Date and End Date define the validity period of the subscription line.
  • The Next Billing Date field shows the next possible billing date.
  • Quantity and Amount reflect the subscription quantity and the total amount (including discount) of the subscription line.
  • Partner Name refers to the End-User partner who receives the service and is invoiced.
  • Item for Warranty Extension defines which item will be used to generate an additional subscription line for warranty extension purposes. This field is typically empty by default and cannot be selected for Fixed Subscription Term.
  • Sales Quote No. shows the number of the related Sales Quote created as part of the renewal process.

Additionally, the fields Item No., Billing Rhythm, Price, and Discount % are available on the page but are hidden by default.

On the Subscription Renewal page, two main actions are available to support the renewal process of expiring subscription lines:

  • When Create Sales Quote is selected, a dialog prompts the user to choose whether to create a new Sales Quote or attach the subscription line to an existing one. Existing Sales Quotes are filtered by the End-User defined on the subscription.
  • The Cancel action sets the Process field to Canceled / not extended, indicating that the subscription line will not be extended. This action can only be executed if no Sales Quote has been created or processed for the selected subscription line, that is if the Process field is not set to either Sales Quote created or Sales Quote processed.
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These actions can only be executed for multiple records if all selected subscription lines are marked as Fixed Subscription Term. Mixed selections or lines marked as Warranty Extension are not supported and the action will therefore be disabled.

Renewal - Warranty Extension​

When the Create Sales Quote action is triggered for lines marked as Warranty Extension, the system will either create a new Sales Quote or attach lines to an existing one, depending on the option selected in the dialog.

In both cases, the Type and No. fields on the Sales Quote line will be set to Subscription and the corresponding Subscription No. from the selected line on the Subscription Renewal page. The Customer on the Sales Quote is determined based on the End-User defined in the subscription. When attaching a line to an existing Sales Quote, only quotes for the same end-user are available for selection.

When the Item for Warranty Extension field is set on the Subscription Renewal line, two lines are added to the Sales Quote:

  • First line for the Subscription - with Type set to Subscription and No. set to the corresponding Subscription No.
  • Second line refers to the Warranty Extension item specified on the Subscription Renewal page, with Type set to Item and No. selected from the Item for Warranty Extension field.

After both lines are added, the Warranty Extension Wizard is triggered automatically. The Process field on the Subscription Renewal line is then updated to Sales Quote created. When the Sales Quote is converted to a Sales Order, the Process field is further updated to Sales Quote processed. Once the Sales Order is posted or shipped, a new subscription line is created to extend the current subscription.

The use of the Warranty Extension Wizard and its related process is described here in more detail.

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If the Item for Warranty Extension is not selected on the Subscription Renewal page, only one line is added to the Sales Quote.

Renewal - Fixed Subscription Term​

When the Create Sales Quote action is triggered for one or more lines marked as Fixed Subscription Term, the system either creates a new Sales Quote or adds the lines to an existing one, depending on the option selected in the dialog.

In both cases, the Type field on the Sales Quote line is set to Item, and the No. field is populated with the Item No. from the related Subscription selected on the Subscription Renewal page.

The system checks the Subscription header and uses the End-User information either as the Customer for the Sales Quote or to filter existing quotes. The Item No. defined in the subscription is used to populate the Sales Quote line. Once the Sales Order is posted or shipped, a new Subscription with the corresponding lines will be created.

The use of Fixed Subscription Term and its related process is described here in more detail.