Price increases: tell each customer their new prices

A price increase tells each of your customers what their services will cost from a date you pick. You choose what goes up, by managed services category, by single items from your PSA, or both, set one percentage, and pick the start date. Each customer gets an email with their own table: every item they hold, the quantity, the current price, the new price and the monthly change, with the total change at the bottom. It goes out as a service notice, so it reaches every affected customer, and it never changes a price in your PSA. A customer here means a company marked as a customer in Current; the screen uses your workspace's own word for customers.

Only sales leaders and tenant admins: a tenant admin, a sales manager, or someone with CRM access whom a tenant admin made a sales leader (the sales-leader switch in Users & roles). Full CRM on its own is not enough, and finance never sends one. Everyone else does not see the Price increase card. If you open a draft price increase someone else started and you are not one of these people, it opens with the line "This notice holds each customer's prices. Only sales leaders and tenant admins can change or send it.", Send stays off, and its words and who gets it can't be changed.

1. 1
   Open + New and pick Price increase

   On Campaigns & sequences, press + New. Under How should it go out?, pick the fourth card, Price increase. It is there only when your workspace has items with a price on an active contract in your PSA.
2. 2
   Pick what is going up

   On Items and prices, choose By category or By item. By category lists your managed services categories (the ones whitespace uses), each with how many items and customers it holds; tick one and every item mapped to it is picked, and you can untick any of them. By item is a search over every item with a price, grouped by category, with "Not in a category" last. You can mix both. Under the list a summary reads, for example, 9 items from 2 categories and 1 more item. You can pick up to 200 items.
3. 3
   Set how much

   Type one percentage for every picked item. The table below shows each item with its billing period, the current price range across your customers and the new price. Press Set a price beside an item to give it a flat new price instead of the percentage, and Use the percentage to go back. An item billed in two periods, say monthly and yearly, has a row for each.
4. 4
   Pick the start date

   The date the new prices start is required, and the email states it. If it is less than 30 days away, an amber line says so, because customers usually get at least 30 days' notice; you can still send. A date that has passed is refused.
5. 5
   Check who gets it

   On Who gets it, the picked items show as one locked filter, Holds any of 9 picked items. Contacts at each company reads Billing contacts, else the primary contact. Add any other filter to narrow it, such as a state, an account owner or Except.
6. 6
   Write it

   Current starts you with a short email: a subject naming the start date, two lines, the price table and a closing. Edit the words as you like. The table can be moved but not removed, and Preview as shows the email with the real table of any customer it goes to.
7. 7
   Test, review and send

   Send yourself a test: it shows a real customer's table. Then review every customer in the list, with their people, items and monthly change, and open any row to see its lines. Press Send. You have 10 seconds to take it back.

• Every customer that holds at least one picked item on an active contract, with a price.
• At each customer, its billing contacts. A customer with no billing contact gets it at its primary contact instead, and one with neither is skipped.
• Someone who is the billing contact at several of these customers, for example one accounts team for several sites, gets one email with a separate table for each customer, under that customer's name. Every one of those customers is counted in the review, shown in what each customer was told, and gets its own follow-up to-do.
• People who opted out of marketing still get it, because a price change is news a customer needs, not marketing. Bounced, invalid and Do not email addresses never get it.
• A customer that holds the picked items only at no charge is left out, and the bar says how many, for example 12 customers hold these items at no charge and are left out.

Each email carries that customer's own table: item, quantity, current price, new price and the monthly change for every line they hold, then the total monthly change and the start date. A yearly item shows its yearly price and is turned into a monthly figure for the change. Two tags fill per customer anywhere in the email: {{price_effective_date}} (the start date) and {{price_monthly_change}} (their total change a month). The prices are fixed the moment you press Send, so an email sent a few minutes later still shows the prices you reviewed.

Once the email has gone, every customer it reached gets one to-do for their account manager, due at 9 am seven days before the start date (or tomorrow, if that has passed): Price increase follow-up: update <your PSA> prices for <customer> from <date>. The to-do never holds a price, for anyone: what each customer was told is on the notice's Sent view, for people who can see revenue. A customer with no account manager (or one who has left the workspace) puts the to-do with the person who sent the price increase. If the customer's account manager changes before it's done, the to-do moves to the new one. A customer whose email was held back, bounced or failed gets no to-do.

On Test and send, tick Also open one billing ticket in <your PSA> for your billing team, then choose the company the ticket goes on, usually your own company in your PSA. It is off unless you tick it, and it is offered only with the first notice of a price increase: an update never makes a second ticket. It is offered with Autotask, ConnectWise and Syncro, and with HaloPSA once billing tickets are turned on for HaloPSA; Rev.io and SuperOps don't take billing tickets from Current, and the demo workspace never sends one. One ticket holds up to 20,000 lines; a bigger price increase sends without one. The ticket opens once the 10 seconds to undo are over, so a send you undo makes no ticket. It is one internal ticket for the whole price increase, in the billing queue a tenant admin set in Settings, Billing owner, assigned to your workspace's billing owner (with no billing owner set it goes in unassigned, and the notice says so). It never names a contact.

In Autotask and ConnectWise the ticket carries a spreadsheet: one row per customer and item, with the period, quantity, current and new price, the current and new monthly figures, the monthly change, the start date and the currency, and a totals row. In Syncro and HaloPSA, which don't take a file from Current, the same list goes in the ticket's internal note instead (a long list is cut short and points back to Current). Either way the internal note states the totals: how many customers, how many items, the monthly change and the start date. The prices are the ones fixed at Send.

Open the sent price increase on the Service notices tab to see What each customer was told: every customer with its lines and monthly change, as fixed at Send. If you asked for a billing ticket, the Billing ticket line shows its number in your PSA, or why it wasn't sent (the billing ticket setting is Off, the company isn't a ZZ-Current Test company in Test, the company isn't linked to your PSA yet, or your PSA refused it), with Try again for a sales leader or tenant admin. The billing owner sees it on My Day too, and can mark it done there; sending it again is for a sales leader, from this view. To correct it, use Send update; it goes to the same people with the same prices.