subscribed 2016: extending your zuora platform
Post on 11-Jan-2017
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Extending Your Zuora Platform
Preview of latest technology that adds more capabilities
to Zuora Core Products
Lukasz WeberProduct Manager, Zuora
Extending Your Zuora Platform
Preview of latest technology that adds more capabilities
to Zuora Core Products
Lukasz WeberProduct Manager, Zuora
welcome
page02
Subrata Mukherjee, VP Product Management
The Economist
GoalsWhy the Economist considered this initiative
Goalsfor this initiative
page04
Customers would gain better experience and are more satisfied
Accurate Access across
platforms
Self helpSmoother service
Better looking personalized content, emails & targeted Ads
More product and payment
options
Goalsfor this initiative
page05
Marketing can make a wider portfolio of products available with superior customer services
Less time spent on Customer access & fulfillment issues
Better segmentation & tracking
Targeted messaging gaining attention
Wider portfolio of products with quicker time to
market
Goalsfor this initiative
page06
Best of breed solutions within
platform
Digital solutions could focus on building a digital ecosystem and become a driver for growth
and efficiencies
Cleaner central master dataBetter targeting, insights & reports
Service oriented Architecture enabling &
smoother integration
Goalsfor this initiative
page07
The Economist Group as a business will gain cost efficiencies and become leader in digital
enablement
Become Industry leader in subscription best practices and gain
from relationships with industry leaders
Cost savings by replacing existing systems & partners, better financial
reconciliation and better Brand commitment with Customer centric
processes
guidelinesfor our discovery
page08
Technical Suitability
?
• Solution Completeness/Fit• Vendor Product Roadmap• Architecture Deep Dives• Support/Maintenance Considerations
Manageability?
• Manage scope• Initial Prioritisation/Value• User Stories• Functional Deep Dives
Affordability?
• Cost Negotiation• Effort breakdown• Total cost of ownership• Long term Support staff
Deliverability?
• Implementation approaches• Mapping delivery to
requirements• Customer References• ConfidenceCapability
?• Domain knowledge• Similar project• Team experience• Forward looking
vision
Discovery
Our journeyHow The Economist went through the journey
Discovery extended
June 2014
14 Front end added to the mix to tackle lack of front end skills
The EconomistCASE Selection
page010
Discovery phase
May 2014
10 Subscription Partners identified based on Industry reports and market
research
our 20 month
journey
Feasibility phase
Aug 2014
Felt one partner did not have it allCame around to the idea that we needed to
assemble a pair of Front end with back end partners who understood the publishing business
Formed two partnerships pairs
page011
Jul 2014RFP Phase
7 Partners in each bucket2 week response period with 100+
questionsFocus was on how much was “out of the box”, how much “configuration” and
how much “customization”
The EconomistCASE Selection
Elaboration phase 1
Nov - Dec 2014
Elaboration workshops were conducted with Vendor M and we realized our revenue recognition
models and CPQ would be difficult to replicate without customization.
Back to the drawing board
page012
Sep-Oct 2014Awareness Road show
Each pair participated in two sessions – business and a technical presentation
A panel of about 10 executives voted on a dozen different parameters. Scores were tied
at the end with no clear winner. Price tag broke the tie
The EconomistCASE Selection
Elaboration phase 2
Jan-Apr 2015
Elaboration workshops were conducted with Vendor H
We met with three Solution providers and the implementation costs were wide in range. From $800K to $3M, which caused un-certainity at
steering level
page013
Jan 2015Elaboration phase 2
Instead of going back to the other pair, we went back to see if any possible pairs were
missedVendor H came back with better offering and
that they have paired with Vendor Z at a telecom project.
Decided to pair Vendor H with Vendor Z
The EconomistCASE Selection
Elaboration phase 3
June 2015
Elaboration workshops were conducted with Novactive who is our implementation partner for eZpublish and a elaborate fully functioning demo
was organized to show some key use cases.
Contract signed for EZPublish work to begin
page014
May 2015Delivery approach changed
Since the price did not work for the entire package out we decided to phase the project – first tackle the eCommerce and front end and
then tackle the subscription management platform
EzPublish was selected and we went back to the possibility to consider one of our
original pairs
The EconomistCASE Selection Its
happening folks!
Elaboration phase 4
Aug – Nov 2015
We came up with about a half dozen proof of concepts encompassing our most complicated use
cases
Our Customer Services firm had concerns on Zuora due to the number of steps in the B2C
subscription management flows and we did a gap analysis for each crucial step.
All POCs were solved with one-click orchestration flows
page015
July 2015Zuora signed with terms
We were confident that Zuora had potential to solve all of our business challenges but we were adamant that we did not want to invest
in complicated revenue recognition customizations
Zuora took up the challenge and decided to invest in their platform to upgrade their
offering. We agreed on the acceptance criteria
The EconomistCASE Selection
The real journey begins…
Jan 2016
Team formed and an Agile project schedule created factoring in the prioritization provided by a cross
functional team
page016
Dec 2015Extension platform bornZuora invested in their platform to build an
extension platform to address similar needs from customers
Will allow Zuora to build out-of-the-box functionality for some without impacting all
others. The Revenue recognition package is one of the first in that platform
The EconomistCASE Selection
OutcomeWhat products and services we ended up with
Best of breedecosystem
page018
Master Data
CRM
EcommerceBuyer flow, Payments, CMS templates
Access controlPaywall, metering, Entitlements
Economist Website & Mobile / native AppsCustomer Services
CSR & Self Service
Print Fulfillment
Business Intelligence Data Warehouse, Insights & Reports
Communications Email & push notifications
Subscription ManagementRenewals, Revenue Recognition
Best of breedplatforms for business growth
page019
Master Data sourceSegmentation toolCustomer Service toolCall center scriptsKnowledge center
In-bound & Outbound telemarketingAgent & offline order processingLabel run managementDistribution managementLetter shop mail processing
Sales Management toolJourney Builder toolTemplate building toolBuyer flowsMy Account portalRegistration / activation pagesPaywall & Regwall toolPersonalized paywallsA/B & Multivariate testingOrder metrics & tracking
Transactional emailsRenewal emailsNewsletter personalization toolPush notification toolData cleansing & de-dupingAddress & email verification
Circulation & ABC ReportingBusiness intelligenceMetricsRevenue & Sales Forecasting
Subscription managementCredit / debit card processingAlternate / regional paymentsEarned & Deferred revenueTaxation, VAT, Cash managementMonth / Qtr / Yr end closingCloud infrastructureIntegration hub Canonical modelLogin & Single signonEntitlements management
eCom
mer
ceCR
MCo
mm
unic
ati
on
Subscriptions
Access ctrlFulfilm
entBI
Revenue recognitionIssue based
page020
Setup Products
Select Revenue Model & Rules
Upload Publication Calendar
Revenue Milestones &
Schedule
Transaction Reporting & Accounting
Customer Service
Z-Billing Z-Payment Z-Finance
Salesforce
Zuora
Revenue-Impacting Events
(e.g. Cancel/Refund)
Zuora PlatformPreview of latest technology that adds more
capabilitiesto Zuora Core Products
Lukasz WeberProduct Manager, Zuora
INTRODUCING ZUORAA prospect-to-cash solution for relationship-centric enterprises
SUBSCRIBER MANAGEMEN
TCross-sell,
upsell renewals,
360 sync, self service
PRICING & PACKAGING
Pricing, Bundling,
Entitlements
QUOTING
Configuration, Guided-Selling, Rules Engine
BILLING
Rating, Invoicing, Taxation
PAYMENTS
Offline & Online
Payments, Credits,
Adjustments
Integration. Scalability. Reliability. Security. Compliance. Extensibility. App Marketplace. Platform
REVENUE
Revenue Recognition, Accounting Close, GL
Integration
REPORTING & ANALYTICS
Report builder,
Dashboards, Segmentation, Predictive
Platform
GL CPQCRM Tax And more
DATA CONNECT FRAMEWORK
ORCHESTRATION SERVICES
APPLICATIONS & RBM CONNECT
APIs
Built on Amazon Web Services
DATA CONNECT FRAMEWORK
DATA MAPPING
CONFIGURABLE SYNC ENGINE
BATCH or REAL-TIME SYNC
EVENT IN ZUORA NOTIFICATION
Email or API
New sign-up Provision serviceInvoice sent Send invoice
Payment overdue
Send alert
Gmail Now
Hi there, welcome to Cloudstream! Login now.
G m a i l N o w
Your invoice is now ready 📝
G m a i l N o w
You have an overdue payment!
ORCHESTRATION SERVICES
RBM CONNECTPre-built apps to meet every need
ApplicationsExtensions overwrite or extend existing Zuora capabilities
Zuora Capabilities
Core Zuora Objects
Today, custom solutions are built outside of Zuora
Customizations
An extensive library of core
objects
Zuora capabilities
spreads across multiple objects
Zuora Capabilities
Core Zuora Objects
Tomorrow, extensions can be built directly on the Zuora platform
ExtensionsExtend existing capabilities or add brand new functions
Rating Extension
Pricing Charge ModelCapabilities
Core Zuora Objects
How extensions workRating extension example
Extension Logic
Meta Data
Data StoreWhich values are assigned based on the logic?What attributes do I need to collect in Zuora?
Capabilities have pre-
existing functions
other functions
new aggregation
logicnew rate
calculation
rate calculation
rate calculation
aggregation logic
aggregation logic
Add any number of extensions to supplement core Zuora capabilities
Zuora Capabilities
Core Zuora Objects
rating extension
revenue recognition extension
tax engine extension ...
What does this mean for you?
● Minimal footprint● Upgradable● Consistent user experience● Leverage Zuora’s secure & scalable hosting infrastructure
Zuora Platform TimelinesIn Development
Notifications on any EventService for publishing events, and service for notifications on any event (starting Q3)
PlannedUniversal Data Connect Service for extracting any Zuora data in batch and real-time and framework for connectors for CRM, ERP (starting Q4 for SDFC Sync, additional connectors in 2017)
BacklogRBM Connect Hosting Hosting for RBM Connect applications and specific extensions such as tax engines
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/
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