How Mozy Uses Gainsight for Collections and Billing
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Join David Knox (Client Strategy Director | Gainsight), Tara Wilson (Customer Success Manager | Mozy) and Céline Brandy (Global Customer Success Manager| Mozy) in this 45 minute webinar recorded on Thursday January 21 2016.
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How Mozy Uses Gainsight for Collections and Billing
- 1. ©2015 Gainsight. All Rights Reserved. Should you Charge for Customer Success? Omid Razavi How Mozy uses Gainsight for Collections and Billing
- 2. ©2015 Gainsight. All Rights Reserved. Should you Charge for Customer Success? Omid Razavi David Knox Client Strategy Director Gainsight Today’s Speakers Céline Brandy Manager of Global Customer Success Mozy Tara Wilson Customer Success Manager Mozy
- 3. ©2015 Gainsight. All Rights Reserved. ©orazavi Customer Sales Renewals Support 1 2 3 Services 4 Marketing 5 Product 6 Higher renewal rates and expansion Higher customer satisfaction rates and more efficient ticket resolution Lower time-to-value and higher services revenue More advocates and sales references Improved product development with better customer feedback integration Your Customer in the Center of the Universe 7 Easier and faster access to financial information about your customers Finance Better hand-offs, increased new business and upsell
- 4. ©2015 Gainsight. All Rights Reserved. ©orazavi • Lack of knowledge of customers not completing billing • Create CTAs to alert Finance to overdue invoices • Improve customer collections with increased overdue payment notification seamlessness to finance organization • Finance uninformed about special contract terms (including opt-outs) • Set up CTAs to automatically alert finance to key unique financial cases (AEs can log upon closure of deal if there are unique financial terms) • Improve finance visibility into unique contractual constraints to reduce confusion in billing process Business Challenge Gainsight Best Practice Process Gainsight Feature Business Impact Cockpit How to collaborate with Finance Cockpit
- 5. ©2015 Gainsight. All Rights Reserved. ©orazavi Introductions • Who we are • Created in 2005 • Acquired by EMC in 2007 – Data Protection Cloud Division • What we do • Simple, automatic and secure online backup • File synchronization • Protect servers, laptops/desktops across Mac, Windows, and Linux • Wide Product Range
- 6. ©2015 Gainsight. All Rights Reserved. ©orazavi Mozy’s CSM Team • Team of 16 CSMs worldwide • Each Team is assigned a territory, portfolio of 3500 customers • CSM is responsible for the onboarding, renewal and growth of their customers • Also for the past-due collection of past due accounts
- 7. ©2015 Gainsight. All Rights Reserved. Post-Sales Cycle Before • Siloed organization –Inbound team, collection team, saves team, etc • Used Salesforce report and other BI reports • Split these reports across the team • Reactive approach to Customer Success After • CSM is the main point of contact for the customer –Allows for relationship building and follow up • On demand reporting with rules engine • Increased automation and rep autonomy with copilot • Trigger action at critical stages. Anticipate the need and enabled pro- active approach
- 8. ©2015 Gainsight. All Rights Reserved. ©orazavi Mozy’s Objectives & Results • Renewals were just over 90% of CMRR at risk • Objective for 2015 was fixed at 95% of renewal CMRR at risk • Improving the mark, Q4 target was 96%
- 9. ©2015 Gainsight. All Rights Reserved. ©orazavi Gainsight Project – Pre-requisite • To make the program successful: • Tidy up and make sense of your data: • Establish a data dictionary • Involve Someone who understands data • Build a billing platform connector in Salesforce • Plan • Customer life cycle • Clear vision of future processes adapted to client base • Drive wider adoption of the platform
- 10. ©2015 Gainsight. All Rights Reserved. ©orazavi Adoption • Ran pilot with the team - Experts from the team will drive change (large group of CSMs) • Input for design, views and playbooks • Migration by small chunks, gradually. Collections duties amongst first ones to be migrated. • Top 5 CTA’s - Renewal due - Customer hitting storage limit - Onboarding assistance - Drop in backup frequency - Under deployment – Some users did not activate their license
- 11. ©2015 Gainsight. All Rights Reserved. ©orazavi Benefits • Operational: • Cockpit • Playbook • Automation • Built in reporting – Visibility • Self-service reporting • Shows big picture • Synchronisation with Salesforce • Audit trail
- 12. ©2015 Gainsight. All Rights Reserved. ©orazavi Key Takeaways • Tiered System • Different follow-up depending on account size • Playbooks • Good starter to get successful routine in place • Move Gradually!
- 13. ©2015 Gainsight. All Rights Reserved. ©orazavi Cockpit Management for Collections
- 14. ©2015 Gainsight. All Rights Reserved. ©orazavi Managing Created Tasks
- 15. ©2015 Gainsight. All Rights Reserved. ©orazavi Creating Additional Tasks
- 16. ©2015 Gainsight. All Rights Reserved. ©orazavi Managing Created Task
- 17. ©2015 Gainsight. All Rights Reserved. ©orazavi Collections in Gainsight
- 18. ©2015 Gainsight. All Rights Reserved. ©orazavi Managing Collections
- 19. ©2015 Gainsight. All Rights Reserved. ©orazavi Visibility of Concerns
- 20. ©2015 Gainsight. All Rights Reserved. ©orazavi Customer Tab in Gainsight
- 21. ©2015 Gainsight. All Rights Reserved. ©orazavi Managing Collections Through Sorting
- 22. ©2015 Gainsight. All Rights Reserved. Should you Charge for Customer Success? Omid Razavi David Knox Client Strategy Director Gainsight Céline Brandy Manager of Global Customer Success Mozy Tara Wilson Customer Success Manager Mozy Live Q/A Session Ask any question about today’s content in the GoToWebinar question box on the right hand side of your screen.
- 23. ©2015 Gainsight. All Rights Reserved. Should you Charge for Customer Success? Omid Razavi David Knox Client Strategy Director Gainsight Céline Brandy Manager of Global Customer Success Mozy Tara Wilson Customer Success Manager Mozy tara.wilson@emc.com celine.brandy@emc.com dknox@gainsight.com Additional Questions?
- 24. ©2015 Gainsight. All Rights Reserved. Should you Charge for Customer Success? Omid Razavi Lincoln Murphy Customer Success Evangelist Gainsight Our Next Webinar “Developing the Ultimate Customer Success Strategy” February 2nd 2016 10:00 am – 11:00 am PST