In Financial Trouble?

[Andy the Actuary]

I received a renewal notice for 5500 software a week or so ago. I had not yet renewed but had planned to by year-end. Today, I received the following email:

Dear SunGard Customer:

According to our records, your firm has not renewed your Relius Government Forms software. Our 2010 version of the software will soon be available, and we want to earn back your business!

Order the 2010 version and receive 2011 for free! This is a limited time offer, so you must purchase by 5 PM ET, December 23, 2009.

The telephone number in the email is the Relius number. This offer seems desperate as the incentive seems far loftier than what would be needed to obtain my renewal by 12/23. Did anyone else receive a similer offer? Does anyone know if S/R is in financial trouble? Is this for real or am I the victim of clever spam?

[Andy the Actuary]

RE: 2010 Relius Government Forms Limited Time Offer

Dear Relius Government Forms 5500 customer,

You may have accidentally received an email earlier today regarding our 2010 software that indicated that you had not renewed, and we wanted to earn back your business.

Please accept our sincere apologies for the confusion. Our intention was to reach out to clients who had canceled their software before 1/1/2008 to win back their business.

Glad they clarified that my business does not have to be earned!!!

[GMK]

What? Special deals for the HDC's (highly disloyal customers), and none for the non-HDC's.

But if the second e-mail doesn't say you can't get the '2011 for free' deal if you order by 12/23, order the two years for the price of one now!

[Below Ground]

GMK - Look closely at Andy's post. The offer only applies to "clients who cancelled their software before 1/1/2008". If you stayed with them since that date you don't qualify for a discount. You need to leave them to get a discount. I suggest that the person who thought up the 2nd email should get a bonus! What a wonderful message to send to clients! Pure genius!

I can only say that I was previously on the fence about renewing. I like the software but I have found better customer service with another vendor for plan document software. This had me considering making a move, or at least checking out the impact of a move. I was not quite there until I got this note in my email box. As Andy points out, my business does not need to be earned, apparently.

Hmmmmm, decision is now made.

[GMK]

Our intention was to reach out to clients who had canceled their software before 1/1/2008

I agree that the second e-mail clearly states that they originally intended for the offer to apply only to clients who cancelled before 1/1/2008, but it does not specifically rescind that offer for non-HDC's. I just wonder what they'd do (besides bob and weave alot) if a bunch of non-HDC's ordered the two years for one deal.

And you are absolutely correct, Below Ground, about the genius of the second e-mail. How better to promote customer good will and loyalty? Then again, we all make mistakes...at least I do.

[Below Ground]

GMK - I for one am not perfect in any sense. I suggest that negative reactions may stem from a less than positive experience with their customer service, or lack thereof. At least that is mine.

I do, however, think that it is clear that the discount is not available to the "non-HDC". Afterall, the email "may have been accidentally received". My sense was not that we are making a discount available to you; but instead, disregard that discount because you are not eligible.

I do agree that each customer should be fair about "this". No one (or service) is perfect 100% of the time. In my case, my decision will reflect how I believe the product and service has served me. There was a period where Relius had worked well for me. Also, I do think they make a very good software. Decisions, decisions.