New Customer Follow-Up Center FAQ

Follow Up Dashboard

Q. What is the Follow Up Dashboard?

A.   The Dashboard is a quick summary of the information found throughout the Follow Up Center reports.

Q. What information is available in the Current Month section of the Dashboard?

A. The Current Month section displays the number of new personally enrolled customers and the number of suspended personally enrolled customers in the current month. The Net amount is the number of new personally enrolled customers minus the number of suspended personally enrolled customers in the current month.

Q. What is 3 Month Average?

A. The 3 Month Average is the average of the previous three month’s Business Health percentage.

New Customers

Q. What information can I find on my new customers?

A. 

• • Customers are arranged by the month they enrolled and customers can be sorted by any visible column
• • Each new customer is listed with their phone number, enrollment date and Preferred Customer status including whether customers have completed paperwork and placed their first order.
• • “Made Contact” allows marketing executives to indicate whether they have contacted their new enrollment in the current month. Hover to display up to six months of contact history.
• • “Monthly Order Placed” indicates if the customer has placed an order for the current month. Hover to display up to six months of order history.

Q. How many months is information available on new customers?

A.  Information will be available for the first 6 calendar months of a customer’s enrollment.

Follow-Up History

Q. How do I know if my customer placed an order?

A.   Each of your new customers are listed with the current month’s order and contact information listed.

Q. Can I view order and contact information for previous months?

A.  Yes. Hover to view each customer’s order and contact data for up to 6 previous months.

Q. Can I find out which day my customer placed their order?

A.  No. The follow-up center only indicates if an enrollee has met their product point commitment for the month.

Q. Can I see how many product points my customer ordered or what items they ordered?

A.  No. The follow-up center only indicates if an enrollee has met their product point commitment for the month.

Q. Can I monitor whether my personal customers have placed orders past the first six calendar months of their enrollment?

A.  No. However, a monthly business report will show whether they placed an order or received a backup order after the month is over.

Business Health

Q. What does Business Health measure?

A.  Business Health displays an enroller’s Personal Customer Retention Rate which is the percentage of personally enrolled customers that order month after month.

Q. What do the different chart colors represent?

A. 

• • Green indicates an optimal organization health. The Personal Customer Retention Rate is 97% and above. Yellow represents strong organization health. The Personal Customer Retention Rate is between 96 and 97%.
• • Orange indicates a healthy organization. The Personal Customer Retention rate is between 95 and 96%.
• • Red indicates an organization at risk. The Personal Customer Retention rate is below 95%.

Q. How is the Business Health / Personal Customer Retention Rate calculated?

A.  The Business Health / Personal Customer Retention rate is calculated by taking your personally enrolled customers that were preferred in the previous month and dividing that by the number of those same customers that were still preferred and placed an order in the current month.

Q. Why isn’t the current month displayed on my Business Health report?

A.  Business Health can only be calculated at the end of the month when all personally enrolled customers have had the chance to place their monthly order.

Q. How do I increase my Business Health score?

A.  You may contact your support team, business development, or a member of Melaleuca’s sales team to learn how to improve your retention and Business Health score.

Monthly Activity

Q. What does Monthly Activity measure?

A.  Monthly Activity measures the net increase or decrease of an enroller’s personally enrolled customers for each month.

Q. What are the different bars displayed in the Monthly Activity graph?

A.  The orange bars displayed above the date indicate the number of personal customers enrolled for each month. The blue bars displayed below the date indicate the number of personal customers that cancel each month.

Q. What is the Net +/- column?

A.  The Net +/- column indicates the overall increase or decrease in the number of personally enrolled customers for an enroller each month. A positive number indicates more enrollments than cancellations in a month and a negative number indicates more cancellations than enrollments in a month.

Suspensions

Q. What information is available for suspended customers?

A.  The suspension section displays the enrollment and suspension dates for personally enrolled customers.

Q. What are the possible suspension types?

A.  Suspended customers may have either a Requested or Nonpay suspension. Requested suspensions are personal enrollees who have sent notification to Melaleuca that they would like to suspend their account. Nonpay suspensions are personal enrollees who have placed an order but their payment method was deemed uncollectable.

Q. How long are suspensions displayed in the Suspension report?

A.  Suspensions for the current and previous months are displayed in the Suspension report.

Q. How do I decrease the number of suspended personally enrolled customers I have?

A.  We strongly recommend and encourage you to contact all customers displayed in the Suspension section.

Alerts

Q. What can show up in the "Alerts" section?

A.  The Alerts section will indicate:

• • If a customer has received a Preferred Membership Pack.
• • If a customer is no longer a Preferred Member
• • Issues regarding paperwork. If this is indicated, an email will have most likely been sent from Melaleuca to inform the enroller of the error.
• • If a personal customer has not met their product point commitment.
• • When a personal customer has requested the cancellation form.