We noticed CRC posted an update today for CHS, but to be fair, this isn't what us CRO's need and doesn't fix the problem. Read carefully of what's costing CRO so much time throughout CHS onboarding: Declined billing due to billing zip code. This is the worst. This happens to 90% of enrollments. When new clients sign up for CHS and get to the billing screen, a box is already selected saying "my billing address" is the same. Let's be honest, clients are not stopping to read this. In fact, most are not aware how this affects the $1 trial from being made so most just ignore it and not click it to enter the correct billing address or never knew the billing zip code is different. When the card declines, a new screen pops up when they log back in and it says enter card and address (not billing address), so most people are still confused about this. Some clients keep attempting to enter their card and eventually CHS kicks them out for too many attempts and they have to wait forever to attempt to sign back up. This absolutely KILLS the entire onboarding process. Some clients onboard while we're sleeping, so by the time we see the issue and attempt to call them, they are unavailable and it could take days to hear back from them. Worst case, the client gives up and never picks back up because they feel CHS is too complicated. TO FIX: I have several options to fix this. -Based on my testing, the street name and number does not matter, it's only validated through zip codes only. For example, I had a client whose card declined due to billing address being wrong and they couldn't use the correct billing address because it was registered to a po box (not allowed by CHS which is so weird as many cards are registered to a po box), I logged into the client's CHS and entered 123 TEST ST, a random city and entered to correct zip code and it worked! I wish we can just remove the entire address requirement (for example, cards on file for our services do not require address verifications, but I understand if CHS must follow different rules). So if CHS isn't unable to remove the entire billing address verification, maybe just require the zip code to be the field to enter instead of the enter street address. So card entry should be: -Name -Card number -Billing Zip Code (warning: If billing zip code is not correct, your card will decline) -Submit Reactivating clients: This is another time consuming part. When previous clients reactivate with us, we have to manually send them our affiliate link and type out a whole speech about using the same password as before (providing it to them) and they still end up using a different password and/or we have to keep following up with them asking if they've completed CHS. The following issues occur: -They know what CHS is already, so they sign back up without our affiliate link. -They sign up for CHS and we are unaware, because we aren't notified like we are with new clients. -They sign up for CHS and they use a different password than before (because they do not read our instructions-similar to the billing instructions) and now we have to beg them for their newest password. -They attempt to "log in" instead of clicking get started, then they claim "it's not letting me log in to reactivate, it says my login is invalid". TO FIX: -The linked "send invite" feature should remain active on ALL clients dashboards, like they are with new clients. That way we can send an invite to any client who decides to reenroll in the future or if a client account is deactivated due to billing, we can send them a new link by clicking a button instead of copying and pasting a link we have to search for. The whole purpose of this link click feature is so it's fast and we're notified when a client signs up and it automatically shares our clients login credentials. -If a client (who uses our affiliate CHS links) changes their password in the future, it should automatically update in CRC. This is also so time consuming when we have to try and call clients in the future about their new password and they have no idea what we're talking about and now this waste the entire day to troubleshoot login credentials. -Instead of making clients sign back up for the $1 trial all back over again, keep their accounts open, but in a "past due/deactivated" state just like we do (and smartcredit for example) and allow them to log in to simply update their billing within seconds. In fact, still allow us to click the "send invite" link to bring them back to some sort of reactivation screen to make things 100% easier for returning clients. As a veteran in the industry, dealing with CHS billing or login issues is by far the biggest hold up with onboarding/reactivating. I lose about 10-15 clients each month due to CHS issues. On average, every CHS issue takes at least 1 hour up to 3+ days to attempt to fix with a client. I'm actually on standby now with a client trying to get in contact with them for 3 days now, because they can't figure out how to log back into CHS to update their card or figure out the billing address issues. Honestly, if it was up to me, I would even take a loss from affiliate payouts from CHS if there was a way to remove CHS from the onboarding process and charge us some sort of small fee for monthly credit reports. I know CHS offers sponsor codes, but it's not ideal as only 50 people at a time can use it and it still requires the client to enroll. I wish clients can just sign up for our services and we're able to import their credit just by them providing us their SSN and DOB, and im sure they'll have to do some sort of sms text verification for identity, but thats it. Just like mortgage lenders are able to pull reports, no credit monitoring enrollments needed.
