A Peek Under the Hood
Zuora’s Subscription Automation Engine
Nicholas Harlow and Keenan SimmonsProduct Management, Zuora
A Peek Under the Hood
Zuora’s Subscription Automation Engine
Nicholas Harlow and Keenan SimmonsProduct Management, Zuora
today’sspeakers
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Product Manager for Zuora’s core billing and accounts receivable settlement capabilities. Prior to his role at Zuora, he managed products at other organizations that focused on application mobility and security.
Nicholas HarlowZuora PM for Payments Processing. Prior lives: technical sales guy; finance & private equity guy, lots of billing experience
Keenan SimmonsFinance Systems Manager at Five9. Prior to her current role, she held positions as a Business and Systems Analyst, Administrator, and Consultant with a focus on financial analysis, forecasting, and ERP integration.
Valentina Selskaya
agenda
Customer perspective – Intro to Five9 (00:05)Journey to the Subscription Economy (00:25)
Product Pricing and PackagingManaging SubscriptionsBilling and Payments Operations
Real World Use Case: Zuora at Five9 (00:10)Q&A (00:05)
Customer PerspectiveIntroduction to Five9
37% CAGR (2009 – 2015)
Annual Revenue2013
$19M
$26M
$43M
$64M
$84M
2014
$103M
The Leader in Cloud Contact Center 15 years of cloud contact center experience
600+ employees
2,000+ customers (across 5 continents)
3 billion+ interactions per year
2015
$129M
The Simply Smart Contact Center Powered by Five9 Connect
8Company Confidential
Success Across Industries
Billing TransformationBefore… After…
Bill Run
Journey to the Subscription Economy
Zuora: A prospect-to-cash solution for relationship-centric enterprises
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Integration. Scalability. Reliability. Security. Compliance. Extensibility. App Marketplace
Pricing & Packagin
gPricing,
Bundling, Entitlements
Billing
Rating, Invoicing,Taxation
Analytics
Sub. Identity,Dashboards,
Report Builder,
Segments, Triggers
Payments
Online payments,
Offline payments,
Credits, Adjustments
Revenue
Revenue Recognition, Accounting
Close, GL Integration
Subscriber
Management
Cross-sells, Upsells,
Renewals, 360 Sync, Self Service
Quoting
Configuration, Guided
Selling, Rules Engine
Platform
As businesses grow more sophisticated in the subscription economy over time, pricing and
billing gets more complex
Responding to the market and customers
Competitive response Periodic price change cadence Launch new products Launch new features Expand to new international markets Run marketing promotions
Com
pany
COMPANY LAUNCHSingle product
Simple monthly pricing
PRODUCT EXPANSIONAdd-on productsProduct bundles
INTERNATIONAL GROWTHMultiple currencies
Regional pricing
PRICING OPTIMIZATIONPricing TiersUsage + overagesA/B testing
REVENUE ENHANCEMENTProduct upgradesBilling frequencies
Business Maturity
INFINITE PRICING OPTIONS
journey to the subscription economy key capabilities
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01pricing & packaging
02managing subscriptions
03billing and payments
01pain point: rapidly iterating on product pricing and packaging is a major challenge.
pricing & packagingflexible subscription-enabled product catalog
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powerful product catalogMultiple charge models, billing periods enable easy and flexible product configuration and evolution
features description Charge models: One-time, recurring, usage Flexible billing: Weekly, Monthly, Quarterly,
Annually Pricing models: Flat fee, volume pricing, per unit
pricing In advance/arrears Multi-currency pricing support Charge model builder Product bundling and rules with Salesforce
ComingSoon!
New!
demoproduct catalog
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new & upcoming featurescharge model builder and product bundling in salesforce
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02pain point: initially onboarding subscribers is easy; managing
subscribers as their needs evolve is hard.
managing subscriptionsturn customers into subscribers
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powerful subscription managementEasily onboard new subscribers
Manage subscriber lifecycle - renewal and cross/up-sell
features description Easily create and manage subscriptions Integrate with e-commerce and quoting Mix and match pricing strategy Seamless recurring billing Flexible amendments Suspend / resume
New!
ComingSoon!
demosubscription management
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new & upcoming featuresflexible amendments & suspend/resume
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03pain point: recurring billing and
getting paid as quickly as possible are not trivial.
journey to the subscription economybilling and payment operations
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automated recurring billing and paymentsStreamline and simplify complex recurring
billingGet paid quickly with clear, accurate, detailed invoicesIntegrated tax automation simplifies taxesfeatures description Automate large scale recurring billing Clear, easy-to-understand invoices expedite
payment by limiting customer confusion, inquiries, and disputes
Flexible and automated batch billing groups subscribers logically and invoices on any schedule
Nested charge tables group similar charges for clarity
Invoice localization Credit / debit memo support Millions of payments processed per month
New!
ComingSoon!
demobilling and payments
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new & upcoming featurescredit/debit memos, retry logic
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Real World Use CaseZuora at Five9
Five9 Use CaseBefore And After
Billing TransformationBefore… After…
Bill Run
Billing Scenarios
Consolidated billing All charge types on every subscription
Usage feed from outside system
Taxation feed from outside systemBilling MRR to the
parent, LD to the child
Five9 Billing Systems Environment
SFDCQuote Generation
Subscription Creation
ZuoraSubscription Billing
LD billingProduct Catalog
Revenue Recognition
NetSuite
Virtual Call Center
Merchant Services
CC
$
Bank/ACH
Logisense/BillsoftCDR Mediation
Call $ calculationBillsoft Tax Calculation
Carriers
Provisioning Team
Collector
Five9 Business Benefits
• Billing accuracy• Automated billing• Consolidated billing• Usage billing• Order processing time reduction• Automated payment
notifications• Staff reduction• Scalability
Billing Accuracy
Accuracy
• Automatic data feed• Minimum manual processes
SFDCQuote Generation
Subscription Creation
Logisense/BillsoftCDR Mediation
Call $ calculationBillsoft Tax Calculation
Carriers
Usa
ge $
ZUORAInvoice Generation
Invoice
Consolidated Billing
Consolidated
• By subscription• By account• By PO
Usage Billing
LD usage
License
usage
Invoice
Long Distance Usage Billing
Long Distance Billing
Zuor
aLo
gise
nse
Bills
oft
Calls Rating & Taxing Usage push to Zuora Trigger Billsoft
Usage received Bill Run Invoice generated Invoice updated
with tax Invoice posted
Tax rate get
javascript:
Start
End
Tax rate get
Bundling. Fast Order Processing
Adding multiple charges on the rate plan makes order entry fast and easy
Notification Framework
Most used notifications
• Past due invoice• Payment confirmation• Invoice delivery• Payment method expiration
Check out Zuora Academy for more great info and actionable advice.
All the info you need to build and run an amazing subscription business.
https://www.zuora.com/academy/