Customer Success Manager

Bridging the Gap between Salesforce and Billing

December 19, 2013

Donna McPhee

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Speaker Introduction

Donna McPhee

Customer Success Manager

dmcphee@fusebill.com

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Agenda

• Billing and the Customer Experience

• Integrating Core Systems

• Fusebill Salesforce Integration– Lifecycle Emails– Salesforce Integration

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BILLING IS PART OF THE CUSTOMER EXPERIENCE

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Customer lifecycle is key

Support

Retain

UpsellCross sell

How do we keep customers longer?

Are there signals of cancelations?

How do we move customer from free-to-paid?

Which customers are most valuable?

What programs and channels deliver the most valuable clients?

Who is most likely to upgrade? Buy another product?

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Tools often focus on first sales

Support

Retain

UpsellCross sell

Pre-sales tools and platforms

• Salesforce (CRM)• Eloqua (Inbound Marketing)• Web Analytics• Email Marketing

Lifecycle Tools

• Excel, SQL• Reports &

Statistics• Trial and

error• People

• Zendesk • Live chat• Call centers

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Billing interactions are overlooked

• Order confirmations• Invoices• Receipts• Renewal Notice• Credit Card Expiry• Disputes • Dunning (aka ‘hey deadbeat’)• Upgrades

Up to 40% of customer calls are billing related

Roughly 50% of customer churn relates to failed payments

Self Service Needs• Manage account• View old charges• Download receipts

and invoices

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How?

Automate customers through their subscription lifecycle:

• New customer “welcome” emails• Successful payment notifications• Failed payment notifications• Alerts about expiring credit cards• Statements and invoices• Collection warnings, dunning

emails and account status changes.

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Three core systems

Salesforce Automation

Web/Service DeliveryBilling

Where is the system of record?

Support

Presales

Financials

What you sell!

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Sales dominant model

Salesforce Automation

Web/Service DeliveryBilling

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3

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Keep sales reps & agents in SFAOrders originate from SFA

1 – Rep enters order. Push to billing

2 – Billing approves (credit check, payment)Pushes to Service Delivery

3 – Billing updates status & entitlements• Trials• Non-payment• Upgrades etc.• Renewals

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Fusebill’s Salesforce Integration Application2-way Salesforce CRM Integration

Bridge the gap between your CRM and your billing

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2 way integration

Fusebill Salesforce Integration application lets you integrate Fusebill directly with Salesforce.

Two Way Integration• Customer accounts in Fusebill are

published to Salesforce.• Opportunities in Salesforce create

billing accounts in Fusebill.

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2 way Salesforce Integration

• Define pricing plans• Invoicing, Collections• Accounting

• Sales teams work in Salesforce• Covert Opportunities – Sales• Access leads and trials

OrdersUpdates

Web orders

Status

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Benefits for sales

With Fusebill Connect you can:

• Create accounts

• Manage subscriptions

• View customer

information.

Sales teams can manage Fusebill billing accounts without leaving Salesforce.

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Benefits for salesWith Fusebill Connect you can:

• See the account status.• See invoice frequency .

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Benefits for billing and finance

With Fusebill Connect you can:

• Eliminate tedious manual processes.

• Eliminate billing errors.

• Centralize customer management and subscriptions

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Benefits for operations and legal

With Fusebill Connect you can:

• Eliminate security concerns.

• Save time and resources.

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Benefits for business owners

With Fusebill Connect you can:

• Publish your product catalog to Salesforce.

• Choose what information your sales team sees.

• Ensure credit card info is captured securely by Fusebill.

• Create stronger customer relationships.

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Use the data to drive insights

Retain

UpsellCross sell

Support

Initial Sales

How do we keep customers longer?

Are there signals of cancelations?

How do we move customer from free-to-paid?

Which customers are most valuable?

What programs and channels deliver the most valuable clients?

Who is most likely to upgrade? Buy another product?

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Fusebill platform overview

Online Checkout

Self-Service Portal

Swipe & Subscrib

e

Agent Interface

AnalyticsLifecycle

Management

API Layer – Customers, Subscriptions, Transactions

PricingProducts

Price PlansUsage TiersDiscountsCoupons

Scalable Multi-Tenant PCI Compliant Security

Scalable Multi-Tenant PCI CompliantSecurity

AccountsSubscriptions

InvoicesLedgersResellerTracking

PaymentsAdjustments

BillingRatingUsage

VolumesPro-ratingTaxationCouponsCurrency

Adjustments

InvoicingPayment

Terms DateControl

Review, EditAging

Adjustments

PaymentsCredit Card

ACHStorage Vault

GatewaysDunningRetries

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100+B2B & B2C customers

The support team at Fusebill is hands-down the best. Made our migration easy and possible. - Jason Talley

Our biggest source of confidence comes from working with your team. We are in good hands with Fusebill. – Steve Land, Owner

Their customer service and tech support teams were critical to our ability to launch version 5 of our software offering. - Gregg Phillips, CEO

Saas Paas digital media communications

Like Love!Reduce costs

Speed cash collections

Extend customer lifecycles

Support & dedication

“”

The market we serve

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CRM Integration Summary

• Custom designed integration allowing direct connection

• Provide Salesforce.com customers with a easy & intuitive way to bill their customers

• Help customers achieve a single system of record

• Two-way exchange between Salesforce.com & Fusebill

Monday, April 10, 2023

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Transition to Fusebill with unbelievable easeCBSRTM

Monday, April 10, 2023

• Simple demo & training approach• Advancing levels of functionality

accessible for future customer growth

• “We take the pain away of transitioning”

• Continuous advancements to the software, adding functionality & features

CREATE

BILL

SUPPORT

REPORT

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Try Fusebill

Try Fusebill Free for 30 days.

No contracts, credit card, or surprises.

Sign up at www.fusebill.comThank You!

www.fusebill.com1-888-519-1425support@fusebill.comTwitter: @fusebill