ADT Customer Referral Program
Frequently Asked Questions – Internal Use
Important: The following are frequently asked questions and program rules, policies and guidelines regarding the ADT Customer Referral Program. To participate, all ADT employees are required to comply with all policies and guidelines.
Q: How does the ADT Customer Referral Program work?
A: Customer referral advocates are ACTIVE ADT customers who sign up to refer their friends, family and others for ADT service. For every customer generated referral that results in an installation of a new ADT system, the customer advocate will earn a $200 Visa reward gift card. New customer advocates are invited by you through our Customer Referral platform. An ADT customer can only register for the referral program via an invitation sent directly from their ADT Solutions Advisor by:
- Create an Advocate
- Print Flyer.
The ADT Solutions Advisor can find these invitation methods by going into Salesforce and clicking the Customer Referral Program Tab.
Important Note: Once customers receive the email from the Solutions Advisor inviting them to join the program, they click on the link contained in the email, create a password and click the box to accept the terms and conditions, and click submit. They are now registered as an Active customer advocate.
After registering, customers can refer friends and family members to ADT by inputting their referrals directly into the system through the Refer A Friend functionality.
As the Solutions Advisor, you are automatically linked to each customer advocate you sign up and successfully register. Referral leads, generated by customer advocates, are pushed into Salesforce and can be found in the High Priority Leads.
Important: You will receive an email at the same time the lead is pushed to you in Salesforce, informing you that you have a referral lead. However, it is highly recommended that you go into the Leads tab and look in the High Priority list view at least once per day to check if there are any customer referrals pending for prompt follow-up with the referral prospect.
Once the referred prospect is sold, installed and payment is received (Closed Status), the referral payment process will begin. Customers will be mailed/receive their $200 Visa reward card referral reward within 10 business days from the date installation is completed.
As an added convenience, an email will be sent to you as the Solutions Advisor notifying you that the $200 referral reward has been earned by the customer advocate.
Q: Who is eligible to become a customer advocate?
A: Only ACTIVE ADT customers are eligible to participate in the Customer Referral Program.
Q: What’s the process of signing up as a customer advocate?
Important Note: Recruiting of customers to become referral advocates must be done within the Customer Referral Program platform by you, as the Solutions Advisor, to be eligible for referral rewards.
Option 1 (Create Advocates – Recommended Method): The Solutions Advisor enters the customer’s information directly into the Customer Referral Platform and then clicking Invite Advocate. Once the information is entered, the customer will receive an email with a link to complete the registration process. The customer must click on this link, create a password and click the box to accept the Terms & Conditions to complete the registration process.
Option 2 (Print Flyer): You can print an ADT branded flyer that contains the URL to be entered by the customer into their browser and your unique code which is automatically inserted into your flyer. This unique code is what links you to your customer advocates and their referrals to you. Customer’s Actions:
The customer enters the URL www.adtreferral.com/RECRUITER/signup/ into their browser. They will be presented with a page asking for your (the ADT Solutions Advisor's) unique code. The customer must enter the Solutions Advisor's unique code, click the box to accept the Terms & Conditions and click Join Now to complete the registration process. The customer will receive a Welcome Email confirming they are registered in the program.
Q: Is the Solutions Advisor allowed to enter a referral on behalf of the customer advocate?
A: No. To qualify and earn the $200 Visa reward card referral reward, the registered active ADT customer advocate must be the one to generate the referral by entering the referral lead themselves through the Refer A Friend Functionality. Failure to follow the established referral program policies and guidelines will result in a non-payment of referral fees to the customer.
Q: Can an employee who is an active ADT customer participate in this program?
A: No. Employees, their spouses or any relative living at the same address as the ADT employee are not eligible to participate in the Customer Referral Program
Can the Solutions Advisor or manager change or modify any of the program creative materials (flyers, collateral, letters, etc.)?
A: No. Changing any of the program creative materials is not allowed and strictly prohibited
Q: What is the referral reward for the customer and how can it be spent?
A: Customer advocates will receive a $200 VISA reward card for each referral that results in the sale and installation of an ADT security system. This $200 ADT VISA reward card can be used just like cash (online or at stores).
Q: How long does it take for a customer advocate to receive a referral reward?
A: Once the system is installed and the job is in a CLOSED STATUS, the customer will receive their $200 ADT VISA reward gift card within 10 business days.
Q: How many referrals are customer advocates allowed to make?
A: Customer advocates are allowed to make as many referrals as they like. There is no limit.
Q: Will the customer be taxed on the referral rewards?
A: Yes. Customers who earn 3 referrals will be sent (via email) from Amplifinity our vendor a 1099 form required by the IRS. Customers must complete and return the 1099 form via email (instructions included in the email) to the email address provided. Customers must return the 1099 before the 3rd reward can be sent to them.
Q: Are referral sales made through the Customer Referral Program SGs?
A: Yes! All successful referrals processed through the Customer Referral Program are SGs
Q: If I have a question or issue with the referral platform who can I reach out to for help?
A: Any questions or issues regarding the functionality of the referral platform are to be sent to the Amplifinity inbox: referralhelp@adt.com
Customer Referral Program
Rules and Eligibility
Important Note: Any violation of the program guidelines by customer advocates will result in their removal from the program. Violations of the program guidelines by Solutions Advisors and managers may include disciplinary action up to and including termination.
- ADT employees and any person(s) living at the same address as the employee are not eligible to participate in the Referral program as a Customer Advocate.
- Solutions Advisors or Managers that have registered themselves or any person(s) living at the same address as Customer Advocates must send an email to adtrecruiterprogramsupport@amplifinity.com with the details so these can be removed from the system.
- Customer Advocates must be active ADT customers. There are no exceptions.
- The Customer Advocate’s name & address must match the site name & address in ADT’sMasterMind system. Customers cannot sign up using a P.O. Box.
- Small Business customers must sign up using the contract signer’s name. ADT Solutions Advisor are to advise their SB customers to not use their company’s name when registering as a Customer Advocate.
- Customer Advocates cannot refer themselves - Resi customer cannot refer a 2nd home or their business and SB customer cannot refer their home(s).
- ONLY New ADT customers (New sales and Resales) are eligible for referrals and referral fees. No existing ADT customers w/other sale types are eligible for referral rewards (Relocations, Reinstatements, Conversions, and Add-Ons are not eligible).
- New customers can become Advocates immediately signing our agreement. They do not have to be installed or in a Closed (CLS) status. (The program office continually checks the status of Customer Advocates against our active customer base).
- If a Customer Advocate cancels service with ADT, they will be placed in an Inactive status. The Solutions Advisor associated with the Customer Advocate (and their Manager) will receive a notification email with instructions on how to reactivate the Advocate once they have a new active ADT account
- Verbal referrals from your customers are not eligible for referral payments to the customer.
- ADT Sales Managers are not eligible to recruit Customer Advocates, only Solutions Advisors.
- Home Health referrals are not eligible for a referral rewards.
- ADT customers who are flippers and/or rehabbers are not eligible to participate in this program.
- Solutions Advisors should present the program when in front of the customer or when talking with them on the phone to explain the benefits of the program, including the sign-up process.
- A referral generated by a Customer Advocate will automatically push into SFDC to you. Referral leads push into Salesforce every 4 minutes. Additionally, the Solutions Advisor associated with the Customer Advocate will receive an email notification that you have a referral lead in Salesforce. You will need to go in and check your High Priority List View under the Leads tab for the prospect’s contact details.
- Sales Managers - if a Solutions Advisor is no longer with the company but has Active or Invited Customer Advocates, you will receive an email from the Central Program Office advising you to reassign those customer advocates to other active Solutions Advisors. You will have 48 hours to complete this requirement. Failure to reassign the Customer Advocates will result in the referrals being reassigned to the NSC and eligible for phone sales.
- If there is an issue found when validating a new Customer Advocate, the Solutions Advisor will receive an email (w/SM copied) advising that this customer is on a locked status until the customer can be validated. Solutions Advisors are responsible to follow up within 48 hours with the details needed to avoid having their Customer Advocate permanently locked.
- Please send any issues associated with the operation or functionality of the Customer Referral program to referralhelp@adt.com for assistance