One of our clients reported that for a particular client type, they create a COB journey in FENX, which then cancels if the deal is not successful. Technically, for this type of client they never successfully onboard them in FENX.
These clients, whose onboarding status remains blank and whose client status is marked as 'Client' in FENX, are indistinguishable from customers with open COB journeys. This confuses and leads to their misidentification as active clients. Is there any additional identifier that can help us distinguish this client type, or is there a way to update their onboarding or client status in FENX?
Problem: When a COB journey is started and cancelled, the field “Client Status” is set as “Client”. The client should only be set when the COB journey has been completed.
Root Cause: There is a gap in the configuration that does not cover this use case. The conditional value rule is triggered during a New Request when a user selects the appropriate LE Role. At New Request, the data is verified before the COB journey is kicked off and this is why we are seeing clients on the LE Profile.
Actions for immediate resolution of issue in PROD
Cancel all in progress journeys for affected entity.
Launch a “Role Update” journey.
Select “Prospect” and complete the journey. This will update the client status to “Non Client”.
Completing the Role Update journey immediately launches a “Client Onboarding (Non-Client)” journey. This can either be completed or cancelled at the business’s discretion.
Configuration to be updated:
Option 1: Retaining Client Status field.
Add a new condition to the field to only set the value “Client” when “Next Review Date IS DEFINED”
Update the conditional value rule for “Client Status” field.
Add the rule ““Next Review Date IS DEFINED” to set the value to “Client”
Note: This means that the client value will only be set at the end of the COB journey once the calculate NRD task has been completed. The data will be verified to the LE profile once COB is completed.
Option 2: Replace Client field with a custom status chip and configure journey launch controls.
Context: The reason why the “Client Status” and “Onboarding Status” fields exist is because at the time of go live, FenX did not support custom status chips (e.g. client, compliant chips on the LE Profile) or journey launch controls.
Both statuses were used to control the launch of journeys e.g. (maintenance, offboarding, onboarding etc.) and to indicate on the profile if a migrated entity was a client, as it was not possible to enable the OOTB client chip for migrated entities
FenX now supports both custom status chips and rules for launching journeys. Long term a more robust solution would be to replace the “Client Status” and “Onboarding Status” fields with these features.
Create a new status chip requirement called “Client/Non Client Chip”.
Add a conditional value rule for this chip that is the same rule for “Client Status” field.
Disable the OOTB Client Chip, hiding it from the LE Profile.
Create a set of Journey Launch Control rules for each journey.
Restricting parallel journeys and accounting for when a LE is a client/non client
Update the Client Status and Onboarding Status conditional values to begin to NULL the value for existing entities.
Hide both fields from the LE Profile
Remove all trigger conditions that reference both fields and replace with reference to the new chips.