A detailed case study of a cloud implementation
“   chapter 1   ”
HTK‟s roots                                          IVR Founded in 1996 30 employees Based in Ipswich, UK We started out ...
So what have we done…?                                           IVR We‟ve built a SaaS product, Horizon     “ HTK Horizon...
Helping all businesses engage their customers better                                                    CRM               ...
“   chapter 2   ”
Our challenge -   Our customer data was in several places       -   No „single view of the truth‟ -   Our previous CRM imp...
#1                                 Cloud         Cloud        Innovation                               Computing       CRM...
Your CustomerIntelligent customer contact                   9
Why we chose salesforce.com -   SaaS CRM takes away pain       -   No issues with servers, performance, upgrades -   We sa...
Implementation and outcome -   We implemented the solution ourselves, with online support from SFDC       -   Sales automa...
We were now serving some amazing customers -   Keeping our customer data up-to-date and under control -   Efficient proces...
“   chapter 3   ”
Our challenge -   We couldn‟t scale our business with our current invoicing process       -   Spreadsheets! -   We wanted ...
Intelligent customer contact   15
Our Mission: Help you succeed in the Subscription Economy   GROW:                       FLOW:                    KNOW:   T...
Why we chose Zuora -   “Make vs Buy” – we were never going to build a billing system! -   We saw Zuora as the (emerging) m...
Implementation and outcome -   We worked with a Zuora implementation partner       -   Advice on API integration, customis...
Opening up the SMB market -   Flexible pricing and packaging, automatically provisioned and invoicedIntelligent customer c...
“   chapter 4   ”
Stoke by Nayland Hotel, Golf & Spa -    80 spacious bedrooms -    AA Rosette Restaurant -    2 Championship Golf Courses -...
Our challenges -    Multi faceted business         -   Lack of integration with other systems -    Basic e-marketing softw...
Where we are now? -    Improved newsletter format -    Well structured „clean‟ database -    Increased opening and engagem...
“   chapter 5                ”
“ The     whole is greater than the sum of the parts” -   Quick and easy to integrate, through cloud connectors / APIs -  ...
Unlimited opportunities for innovation                      CRM                                                           ...
The sky‟s the limit.              Xabier Ormazabal       Brian Bell              Head of UK Marketing   Chief Marketing Of...
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Htkhorizon business cloud summit-living case-study

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www.htkhorizon.com. jkbowser@htk.co.uk. HTK Horizon presentation from the Business Cloud Summit 2012. Justion Bowser of HTK Horizon, together with Zuora, Salesforce and Stoke By Nayland Hotel, Golf & Spa. Our journey through the cloud. How HTK's marketing software has evolved within the cloud ecosystem,

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Htkhorizon business cloud summit-living case-study

  1. 1. A detailed case study of a cloud implementation
  2. 2. “ chapter 1 ”
  3. 3. HTK‟s roots IVR Founded in 1996 30 employees Based in Ipswich, UK We started out as an IVR company Then bespoke solutions for „warning and informing‟ But… - markets change - industries change - customers‟ expectations change …Intelligent customer contact
  4. 4. So what have we done…? IVR We‟ve built a SaaS product, Horizon “ HTK Horizon is the world’s favourite software for mobile engagement throughout the customer lifecycle. We empower all organisations to create more profitable and longer-lasting customer relationships.” This is the story of how we‟ve achieved this…Intelligent customer contact
  5. 5. Helping all businesses engage their customers better CRM Billing Website data Social media 360° customer view Targeted segments Conversational dialog insight Consistent, relevant actions across email, web, mobile, interaction social, apps, voice - Next-best action - Next-best offer - Moments of magic This is the story of how we‟ve achieved this… and how we‟re helping our customers to do the same – through the cloudIntelligent customer contact
  6. 6. “ chapter 2 ”
  7. 7. Our challenge - Our customer data was in several places - No „single view of the truth‟ - Our previous CRM implementation had poor adoption - Slow UI screens, complex to use, difficult to get insight from the data - We needed to grow our business, efficiently - With a small sales team, we needed to stay on top of the best opportunitiesIntelligent customer contact 7
  8. 8. #1 Cloud Cloud Innovation Computing CRM 2011, 2012100,000+ Customers Worldwide First Cloud Company to reach 3$ BillionIntelligent customer contact 8
  9. 9. Your CustomerIntelligent customer contact 9
  10. 10. Why we chose salesforce.com - SaaS CRM takes away pain - No issues with servers, performance, upgrades - We saw Salesforce.com as the market leader - You need to be sure your data is in safe hands - We were attracted by the AppExchange - All kinds of add-ons, to help our business as it grewIntelligent customer contact 10
  11. 11. Implementation and outcome - We implemented the solution ourselves, with online support from SFDC - Sales automation and opportunity management - Business workflow rules, eg for triggering our order processes - Automatic data sync to our Horizon platform, for email marketing - We grew the salesforce solution incrementally - Each new screen, workflow etc usually took just a few hours to set upIntelligent customer contact
  12. 12. We were now serving some amazing customers - Keeping our customer data up-to-date and under control - Efficient processes for opportunity & revenue tracking, order management Next we needed to 1) Scale our business 2) Streamline our invoicingIntelligent customer contact
  13. 13. “ chapter 3 ”
  14. 14. Our challenge - We couldn‟t scale our business with our current invoicing process - Spreadsheets! - We wanted to introduce a subscription model for htkhorizon.com - With flexibility to change pricing and packaging - We needed to be able to track key SaaS metrics: - Monthly recurring revenue, Total lifetime value, Retention - And get INSIGHT from this dataIntelligent customer contact 14
  15. 15. Intelligent customer contact 15
  16. 16. Our Mission: Help you succeed in the Subscription Economy GROW: FLOW: KNOW: To help you build your To help you run and To give you the right subscription business and flow your subscription metrics to optimize your grow revenue. business processes. subscription business. In short order, Zuora has become the dominant player in cloud-based subscription systems.Intelligent customer contact 16
  17. 17. Why we chose Zuora - “Make vs Buy” – we were never going to build a billing system! - We saw Zuora as the (emerging) market leader - And the only player offering real on-going innovation - Tight integration with Salesforce.com - CRM and subscription data in one place: “Single customer view” - Lots of incremental value: The whole is greater than the sum of the parts - Enables our enterprise sales team to model SaaS opportunities easily - Enables our CFO to get meaningful data, from Zuora and SFDC reportingIntelligent customer contact 17
  18. 18. Implementation and outcome - We worked with a Zuora implementation partner - Advice on API integration, customisation of invoice templates, best practice advice - We removed complexity in subscription charging and invoicing - Enabled us to create all kinds of pricing and packaging - Gave us the right platform to scale our businessIntelligent customer contact
  19. 19. Opening up the SMB market - Flexible pricing and packaging, automatically provisioned and invoicedIntelligent customer contact
  20. 20. “ chapter 4 ”
  21. 21. Stoke by Nayland Hotel, Golf & Spa - 80 spacious bedrooms - AA Rosette Restaurant - 2 Championship Golf Courses - Luxury Spa & state-of-the-art gym - Stunning function rooms - 2 retail outlets - New Luxury Country LodgesIntelligent customer contact 21
  22. 22. Our challenges - Multi faceted business - Lack of integration with other systems - Basic e-marketing software - Throwing jelly and hoping it sticks! - Large, unstructured databaseIntelligent customer contact 22
  23. 23. Where we are now? - Improved newsletter format - Well structured „clean‟ database - Increased opening and engagement rates - 2 way communication So what‟s next?Intelligent customer contact 23
  24. 24. “ chapter 5 ”
  25. 25. “ The whole is greater than the sum of the parts” - Quick and easy to integrate, through cloud connectors / APIs - Allows us (and our customers) to build a “single customer view” - Enables business growth, through better insight and targeted actionIntelligent customer contact 25
  26. 26. Unlimited opportunities for innovation CRM SMSC AppExchange Insight Tools CRM MMSC Social Media SOA Integration Subscription Mobile CMS relationship IVR Apps Developer Tools Contact Data Warehouse & IP & VoIP Centre Predictive Analytics NetworksIntelligent customer contact
  27. 27. The sky‟s the limit. Xabier Ormazabal Brian Bell Head of UK Marketing Chief Marketing Officer Salesforce.com Zuora.com @xormazabal @brianbell123 Justin Bowser Marijke Morris Managing Director Commercial Manager htkhorizon.com stokebynayland.com @jkbowserIntelligent customer contact

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