unifying sales and operations to drive scale (subscribed13)
TRANSCRIPT
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Unifying Sales & Operations to Drive Scale
Laurel Reitman VP, Business Operations
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The Nine Keys to Subscription Success
$
PRICE ACQUIRE BILL COLLECT
NURTURE ACCOUNT MEASURE ITERATE SCALE
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Agenda
1. Joyent Introduc?on 2. How Joyent Uses Zuora 3. Cross System Integra?on
4. Cross Func?onal Integra?on 5. Wrap Up & QA
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2
High Performance Cloud infrastructure • Cloud
– Joyent Public Cloud: h3p://joyent.com
• Cloud Orchestra=on Middleware – Joyent Private Cloud:
SmartDataCenter
• Integra=on Run=me – Node.js, NPM:
h3p://nodejs.org
• Opera=ng System – SmartOS (Virtualiza=on Distro of
Illumos): h3p://smartos.org
• Bill of Materials – h3ps://github.com/joyent/
manufacturing
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Joyent Product Offerings
Public Cloud:
S o N w a r e a n d S a a S
Private Cloud:
Manta:
• Compute instances on-‐demand and reserved • Wide range of instance types
• Exact same code as Public cloud • Produc=on-‐tested version 7.0
• Integrated storage and compute as a service
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[INITIAL
Item Billing is not integrated with NetSuite Billing is not integrated with Salesforce Invoicing /Customer Experience Gaps
Pre-‐Zuora Gaps & Business Impact Impact • Manual process to import and reconcile data
• Lack of visibility for Sales into customer invoice / payment status data
• Manual, external process to aggregate daily usage data for monthly invoicing
• Manually genera=ng external reports for customers to address informa=on gaps due to lack of meta data on Invoices
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Project Objec?ves
Grow:
Flow:
Know:
• Support future growth with flexibility in billing models and new product introduc=on
• Automate the end-‐to-‐end billing flow to reduce costs and improve customer sa=sfac=on
• Provide 360 degree view of customer to sales and billing teams
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Summary of Integra?ons Points
Charges
Payment data
Journal Entries
GL
Journal entry method used for: Invoice/Payments/Adjustment data
Accounts Subscrip=on Products Invoices/Payments
SmartDataCenter
PRODUCT CATALOG SUBSCRIPTIONS & AMENDMENTS
BILLING & PAYMENT OPERATIONS
OPERATIONAL & KEY METRICS TAXATION
Usage Provisioning
Authorize.net
E-‐commerce “My.Joyent”
Accounts Subscrip=on Products Invoices/Payments
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• E-‐Commerce Sign-‐Up Integrated with SalesForce and Zuora • Free Trial Subscrip=on, Credit Card Authoriza=on
My.Joyent E-‐Commerce Experience
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Zuora Billing Management • Billing Opera=ons managed in Zuora • Zuora account linked to Salesforce.com and NetSuite accounts
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Salesforce.com Visibility • Sales reps see Invoices, Payments, and Subscrip=ons
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Quickly Expanded Por^olio
1. Launched with Joyent Compute Service
2. Added 2 Add-‐On Services and Manta Storage Service
3. Evalua=ng u=lizing Zuora for addi=onal products include
private cloud offering
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Future Considera?ons
• Con=nue to add new Products – Training, SoNware, Addi=onal Services
• Leverage APIs for further integra=on into e-‐commerce experience.
• Addi=onal automa=on within Salesforce.com to support reps and account lifecycle management
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Q&A
Thank You!
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Smooth Operator Hobsons
Sid Ghatak Vice President, Operations
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The Nine Keys to Subscription Success
$
PRICE ACQUIRE BILL COLLECT
NURTURE ACCOUNT MEASURE ITERATE SCALE
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Agenda • Introduc=ons • Our Challenges • Selec=ng Zuora • Current Status • Expected Benefits • Lessons Learned
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Introduc?ons • Who is Hobsons?
We maximize student success and ins=tu=onal effec=veness to create the world changers of
tomorrow.
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Student Success
30+% of freshman reported having financial problems that are very distrac=ng and troublesome.
2011 Na=onal Freshman Ajtudes Report – Noel Levitz
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Ins?tu?onal Effec?veness
⬇ Enrollment
⬇ Budgets
⬇ Staffing
⬆ Accountability
⬆ Diversity/Equality
⬆ Comple=on
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Our World • Cincinna=, OH • Arlington, VA • Oklahoma City, OK • Oakland, CA • Vancouver, WA
• London, England • Cheltenham, England • Melbourne, Australia • Sydney, Australia • Kuala Lumpur, Malaysia
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Our Divisions
Hobsons
K12 Higher Educa=on (HE)
Enrollment Management
Services Global Sales Asia Pac Central Services
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Sid Ghatak • Vice President of Opera=ons • Responsible for all internal systems and processes • Joined in December, 2012 • Launched Hobsons360 which includes upgrades to:
– Finance – Subscrip=ons Management – Salesforce – Commission Planning – HR – Informa=on Technology
• Formerly founder and President of a consul=ng firm that focused on implemen=ng financial systems to Fortune 500 companies
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Our Challenge
• Complex subscrip=on business • Mul=ple product lines with complex terms • Services delivery component
Data & Systems
• Inability to convert sales to revenue • New Book of Business revenue model • Lack of sophis=ca=on in systems
• Manual • Disjointed • Inconsistent
Subscrip?on Business
Data and Systems
Processes
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Subscrip?on Model Jan Feb Mar Recurring Revenue Beginning Rate XXX XXX XXX Installs XXX XXX XXX Removals XXX XXX XXX Price Changes XXX XXX XXX Exit Rate XXX XXX XXX Other Recurring XXX XXX XXX Transac?onal XXX XXX XXX Non-‐Recurring XXX XXX XXX Total Revenue XXX XXX XXX
Ques=on: How to recognize revenue in an automated way?
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Complex Subscrip?ons • Handle all elements of subscrip=on model in one subscrip=on
• Simplified product catalog • Handle mul=ple features including trials, delayed billing and complex ownership
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Evolving Subscrip?ons
Include Time Renewals
Changes Mid-‐Term
Trigger Dates
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Integra?on
General Ledger
Systems
Billing
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Where we are today • Go Live in 12 days • Ini=al issues with implementa=on • Zuora services recovered well • True partnership with Zuora
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Lessons Learned – So Far • Understand your business model • Leverage sales cycle • Document requirements • Monitor the handoff • Prepare your data
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Ques?ons?