Flexing Sugar Platform: Session 5: You Can Bill for That: Enriching the Value of SugarCRM

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Is your billing system integrated with SugarCRM? Does your billing system show customer activities in real-time? Do you even have a billing system (Excel doesn't count)? If not, you may be missing key opportunities to increase customer loyalty and company profits. Come learn how billing integrated with SugarCRM can help you to see your customer activities in real-time, create new revenue streams, identify emerging market trends, and build more lasting relationships with your customers.

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Flexing Sugar Platform: Session 5: You Can Bill for That: Enriching the Value of SugarCRM

  1. 1. Flexing Sugar PlatformYou Can Bill For That: Enriching the Value of SugarCRM
  2. 2. Chris Couch COO, Transversewww.tractbilling.com 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 2
  3. 3. SOUND FAMILIAR? MY BUSINESS IS MORE I NEED MORE STABLE THAN SUBSCRIPTIONS REVENUE STREAMS I measure and charge my My revenue stream based on customers based on how they use subscriptions alone have stalled my products and services. and are being cannabalized. I’M LOSING CUSTOMERS TO MY BILLING IS MY COMPETITION TOO COMPLEX Competitors can be more creative Billing based on activities forces me to and move more quickly than I can. use my current system inefficiently. MY BILLING PROCESS IS ERROR PRONE Billing complexities force manual entry, errors and lost revenue.Tweet: #SCON12
  4. 4. THE BILLINGEVOLUTIONIndustry Vertical Solutions Subscription Economy Customer Economy$10 Million + $4 Billion + 49% of SMBs cost to implement contracted billings billed by activity Billing 1.0 Billing 2.0 Billing 3.0• Robust • Cloud-based • Builds on Billing 2.0• Expensive • Affordable • Designed for activity-based• Not cloud-based • Solution for simple business models• Accessible to large recurring payment problems • See customers’ activities in businesses and management real-time • Accessible to all businesses • Allows for additional revenue streams and business insight Tweet: #SCON12
  5. 5. BILLING 3.0: RELATIONSHIPS +ACTIVITIES talkBilling 3.0 starts with search emailsknowing your customers. downloads clicks tweet blog postsSome call it subscriptionsbut its more than that. It’s watch videospersonal.Build a lasting listen to music read booksrelationship. status updates shopping dating bankingTweet: #SCON12
  6. 6. RELATIONSHIP + ACTIVITY (BILLING 3.0) BUSINESS MODEL EXAMPLESTweet: #SCON12
  7. 7. SUBSCRIPTIONS ANDACTIVITIESOne-Time Feefor SubscriptionNormal Activities:• Per minute (up to hourly & daily Maximum)• Additional per mile after a thresholdInfrequent Activities:• Penalties• Assessments Tweet: #SCON12
  8. 8. SUBSCRIPTION WITH LEVELS + ACTIVITIES + ENTITLEMENTSMultiple subscriptionoptions: Differentproducts / packagesEntitlements:• Allowance of articles• Authorized userTweet: #SCON12
  9. 9. ACTIVITY-BASED BILLING PROCESSESTweet: #SCON12
  10. 10. ELEMENTS OF ACTIVITY-BASED BILLING personalization entitlements Complexity activity management subscriptions Revenue OpportunitiesTweet: #SCON12
  11. 11. ORDER-TO-CASH & ACTIVITY-TO-CASHPROCESSES ANALYTICSTweet: #SCON12
  12. 12. ACTIVITY-TO-CASH PROCESS Activity Management - Entitlements - Advice of charge - Access Eligibility - Check Balance Collections - Late Payment, Fees & Penalties Rating & Charging - Suspend Service/Account - Receive Event(s) - Age Account Balances - Void/Reverse Event - Perform Actions - Rate Event - Post G/L Transactions - Update Allowances - G/L Aggregation - Update Pending Charges Payment Processing - Update Pre/PIA Balances - Vouchers - Lock box files - Manual Payments Billing & Invoicing - Auto-payments - Rerate Activity - Update Balances - Mark Events As Invoiced - Retry Handling - Update Roll Over AllowanceTweet: #SCON12
  13. 13. ACTIVITY-TO-CASH FUNCTION Resource Tracking - Resource Categories - Quarantine Policies - Import/Create Resources Resource Price Plans Usage - Activity Charging Rules Tracking Policy - Reference Tables - Allowances Price - Rate Tables Usage - Roll Over Policy Plans - Complex Usage Rules (xlsx) Policy - Override/Append Customer Care Billing Management Customer Billing - Bill Runs - Manage Balances Care Management - Verification & Approval - Service Credits - Invoice Distribution - Service Inquiry / Change / Renewal - Invoice Templates Payment Management Payment Management - Payment Gateways - Payment Terms - Late Payment Fee Rules - Error & Retry HandlingTweet: #SCON12 V1.1
  14. 14. ORDER-TO-CASH Marketing/Sales Sign Up • Personal Information • Username / PIN • Driver License Order Validate Credit Card • Credit Card Charge Signup Fee • Pay-on-Purchase • Cash Accept Order Notify warehouse Ship out access card Welcome Notice Aggregate payment information Extract GL aggregation to Accounting SystemTweet: #SCON12
  15. 15. ACTIVITY-TO- CASH Daily Invoice: assemble Reserve the car all charge records Swipe access card Create Invoice Entitlement Verify customer account Charge Credit Card Send Invoice to Drive car from A to B Activity Customer (Drive) Aggregate payment Car sends activity event information Extract GL aggregation Accept activity event to Accounting System Cash Calculate charge for drive Assign charged event to user-by access card Drive Drive Drive 1 2 3 4 5 6 7 Billing Example Invoice 1 Invoice 2 Invoice 3Tweet: #SCON12
  16. 16. CHALLENGE: SETTING UP ACTIVITY PRIING AND RULESTweet: #SCON12 V1.1
  17. 17. CHALLENGE: CUSTOMER CARE IN BILL CYCLE Unbilled Charges Signup Activities Activity DetailsTweet: #SCON12
  18. 18. CHALLENGE: SHOWING ACTIVITY ON INVOICESTweet: #SCON12
  19. 19. FINANCE / ACCOUNTING { ------------------------------------------------------------------------------- -- •Regulatory Compliance •Revenue Recognition •Reporting } INFORMATION TECHNOLOGY { -------------------------------------------------------------------------------- •Real-Time Integration •Guide & Charge •Exception Handling } EXECUTIVES { ------------------------------------------------------------------------------- -- •Shift Strategic Thoughts •Forecasting •Risk & Expectation Management ” } MARKETING { ------------------------------------------------------------------------------- -- •Disruptive / Agent Of Change •Change Consumer Behavior •Encourage Activities }Tweet: #SCON12
  20. 20. BILLING 3.0: WHY IT MATTERS TOYOU { } FINANCE / ACCOUNTING ------------------------------------------------------------------------------- •Regulatory Compliance •Revenue Recognition •Reporting INFORMATION TECHNOLOGY { --------------------------------------------------------------------------- --- •Real-Time Integration •Guide & Charge •Exception Handling } EXECUTIVES { ------------------------------------------------------------------------------ •Shift Strategic Thoughts •Forecasting •Risk & Expectation Management ” } MARKETING { ------------------------------------------------------------------------------ •Disruptive / Agent Of Change •Change Consumer Behavior •Encourage Activities }Tweet: #SCON12
  21. 21. BILLING 3.0 METRICS • Average Revenue Per User (ARPU) • Peak Times and Activities During Time • Total Current Rollover • Track Open Liability • Average Duration and Amount of Activity • Total ActivitiesTweet: #SCON12
  22. 22. ACTIVITY-BASED BILLING: SHOW METHE MONEY Increase your bottom line. See your customer’s activities in real-time to create new revenue streams and identify critical market trends.Tweet: #SCON12
  23. 23. Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback*Prizes for attendees who submit session feedback using the Mobile App 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 23
  24. 24. #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 24

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