Catching mistakes before they cost you – The power of personal attention in renewals

The Challenge

Frustrated with their existing IP service provider’s slow response times and lack of any personal touch, Hepworth Browne came to Sun IP looking for an efficient way to manage their renewal payments, whilst offering a better service and greater peace of mind. Drawn by the simplicity of Sun IP’s renewals platform and the quality of our client care, they decided to make the switch and began transitioning their renewal payments to us.

Everything seemed routine, until our team began preparing for a 2025 renewal payment in Malta and uncovered a critical oversight:

• The 2024 renewal payment had not been made
• Hepworth Browne had received confirmation the 2024 renewal had been paid so were completely unaware

Our Solution

Knowing the clock was ticking, our priority was to immediately alert the client and ensure that the missed 2024 renewal payment was resolved. We personally reached out to Hepworth Browne explaining the situation clearly and providing them with essential details. We informed them that the patent could still be restored but they only had a matter of weeks to act.

Initially, the client was taken aback and asked us to double-check. We promptly conducted another verification and provided them with an official extract confirming that the patent had expired. At the same time, we reassured them that a restoration was possible. This transparency and proactive communication helped the client act quickly. They immediately began to resolve the matter at their end, while we closely monitored the progress, offering support at every step.

The Result

As the missed 2024 payment was swiftly identified and brought to Hepworth Browne’s attention, they were able to take immediate action, resolve the matter, and successfully restore their patent in Malta. With the 2024 payment completed, Sun IP processed the 2025 renewal payment, ensuring it was finalized within 24 hours.

Key Takeaway

This case study highlights the importance of reliability when choosing an IP service provider. A reliable provider is one who ensures that no case ever slips through the cracks, who identifies errors quickly, and who communicates promptly and effectively. Unfortunately, many IP service providers struggle with reliability and the lack of personalized communication. This often leads to delayed responses, overlooked errors, and situations where the ball is dropped. At Sun IP, we pride ourselves having a 100% success rate in managing renewal payments.

Another aspect that truly stood out to the client was our personal touch and the commitment to going above and beyond. Instead of dealing with automated systems or generic responses, they received direct communication from our team. We were transparent about the issue, withheld no information, and provided 1:1 support throughout the process. The client appreciated having a dedicated team looking out for their best interests, knowing they had real people at Sun IP they could reach out to whenever needed.