7 sure-fire steps to a successful rollout

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7 Sure-Fire Steps to a Successful Rollout

Steve Adams – Fusebill CEO

October, 2013

Steve Adams,

Fusebill CEO

[email protected]



Presentation Agenda

1. Set Goals

2. Involve the Right Players

3. Make a Plan

4. Choose a system of record

5. Test offline

6. Deploy and Migrate

7. Follow-up


1 - Set Goals

Reporting and Analytics

Error Reduction

Systems Integration

Get to Market Faster

Streamline

Process

Rapidly Make

Changes


The goal is never “keep doing exactly what we are doing today”

But many implementation projects get stuck in this issue:

“That’s not how we do it today…”

Todays processes:• Evolved to solve yesterday’s problems• Are based on existing systems and limitations• Are part of the problem

Challenge yourself to think about what you want and need to support future growth.

Danger!


2 - Involve the Right People

Executive Sponsor drives the project and owns the vision

• Often leads the vendor selection process• Projects stall if she backs off too soon.

Billing Prime knows the nitty-gritty details • Often a knowledge gap between the

sponsor and the prime…• Better understanding of what goes wrong

Specialists for integration, Salesforce etc.

1. Executive Sponsor

2. Billing Prime3. Integrator4. Salesforce

expert (if applicable)


Plan

People

SystemsProcess

• Awareness• Training• Responsibilities

• Data Mapping• Integration• Testing

• Workflows• Success case• Failure Cases

3 - Make a Plan – Identify Impacts


Planning via Use Cases

Document the 8-10 most critical activities• Customer signs up for free trial on website…• Sales Rep wins deal …• Client upgrades, or cancels…

Sketch out desired workflow and interactions• Who is involved? • What data needs to be moved between systems?

What are the exceptions to these workflows?• Large clients are treated differently (terms, process?)• Collections issues: Credit card fails, client doesn’t pay etc.• What are the policies? • What is the process? Internal and customer notifications, grace

periods…


4 - Establish a System of Record

System of Record is the ‘master’ owner of customer data

• Generally, but not always the billing system

Alternatives:• CRM system• Service delivery backend

The biggest problems arise when there is no clear master, or two masters.


Systems Integration


5 - Test Offline

Create an implementation of your billing system offline

• No customer impact, no financial impacts

Mimic real-life behaviors as much as possible• API integration • Product catalog and price plans

Work through use cases end-to-end

Use for training and familiarity


6 - Deploy and Migrate

Start small• One product• New customers only

Monitor billing runs closely

Migrate only once there’s comfort with new customers

• Test migration process offline


7 - Follow-up

Closely review financials after 30 and 60 days

• Reconcile to cash

Review process more frequently• Identify training gaps quickly• Change process as needed


Typical Timelines

• Greenfield deployments – days

• Clear definitions – weeks

• Confusion or false starts – 90 days


Conclusion

Visit us at

www.fusebill.com

Thank You!

[email protected]: @fusebill

http://www.fusebill.com/

mailto:[email protected]

7 sure-fire steps to a successful rollout

Technology

billing system offline

migration process

billing prime

cashreview process

billing systemalternatives

customer impact

use cases

customer notifications