Speakers

Clint Wilson

CEO, @Cazoomi

20+ years of experience in

finance & software industries

Oversees planning, design

and client implementations

around SyncApps®

Speakers

Doug Caviness

Head of SaaS Solutions,

cleverbridge

20 years of experience in

technology & software industries

Responsible for cleverbridge’s

e-commerce solutions for B2B &

B2C SaaS/cloud providers &

other digital product companies

with subscription billing

Cazoomi

Creators of SyncApps®, the integration cloud for

small business

• Founded 2009

• 100+ team leads

• Locations:

San Francisco

India

Indonesia

Philippines

Sri Lanka

Follow-the-Sun Service Model(software and services)

Software

Teams

SyncApps

Teams

Salesforce &

SAP Teams

Sales

Team

Technical

Support Team

FOLLOW-THE-SUN SERVICE MODEL(efficiency & integration)

Software

Teams

SyncApps

Teams

Salesforce &

SAP Teams

Sales

Team

Technical

Support Team

Follow-the-Sun Service Model(software and services)

FOLLOW-THE-SUN SERVICE MODEL(software and services)

Community:

• 86% of support

questions

• 75+ SyncApps

supported on

Get Satisfaction

FOLLOW-THE-SUN SERVICE MODEL(software and services)

Customers have direct access to Product and Support specialists 24/7

FOLLOW-THE-SUN SERVICE MODEL(software and services)

Customers have direct access to Product and Support specialists 24/7

cleverbridge

Full-service, cloud-based e-commerce provider

for software & SaaS companies

• Founded 2005

• 200+ employees

• Offices:

Cologne

Chicago

Tokyo

IT Global Market Share(Business and Government)

In $billionsSource: Forrester Research, Inc.

E-Commerce Market Size

Source: Building Keystones

E-Commerce Solution Components

My Account Renewals Web OrdersChannel Partners

Front

Office

ContactCenter

Fraud Screening

E-Commerce Services Platform

PaymentGateway

Sales TaxEngine

MerchantAccount Existing in-house systems

CRM

GL / ERP

pricingsubscription billing

BI & analytics

quotes

chargebacks

entitlements / provisioning

payments customer accounts

API’s

revenue recognition

Back

Office

license keys

CDN

asset mgmt order mgmt

Core Solution

Service Facts

Fast & Redundant Infrastructure

International Order Process

Qualifed Order Support

Audited

99.98% up time 2008 - 2012

30 Languages

28 Payment currencies

27+ Payment methods

3 Support centers

7 Languages

24-hour response guaranteed

30 Languages Supported

Arabic

Chinese (Simplified)

Chinese (Traditional)

Croatian

Czech

Danish

Dutch

English

Finnish

French

Portuguese - Brazil

Portuguese - Europe

Romanian

Russian

Slovak

Slovenian

Spanish

Swedish

Thai

Turkish

German

Greek

Hebrew

Hindi

Hungarian

Italian

Japanese

Korean

Norwegian

Polish

28 Payment Currencies

Australian Dollar

Brazilian Real

Canadian Dollar

Swiss Franc

Chinese Yuan

Czech Koruna

Danish Krone

Euro

British Pound

Hong Kong Dollar

Russian Rouble

Swedish Krona

Singapore Dollar

Thai Baht

Turkish Lira

Taiwan Dollar

US Dollar

South African Rand

Hungarian Forint

Indian Rupee

Japanese Yen

Korean Won

Lithuanian Litas

Latvian Lat

Malaysian Ringgit

Norwegian Krone

New Zealand Dollar

Polish Zloty

cleverbridge Payment Portfolio

Over 27 different

payment method options

B2B Bill Payment

Price quote, invoice, and more

Real-Time Bank Transfer

Sofortbanking, iDeal, Nordea

Country Specific Debit Cards

Carte Bancaire, Carte Bleue,

Switch Solo, Maestro

International, Maestro UK, and

more

Traditional Payments

Cash, check, invoice, wire

transfer

Visa, Master Card, American

Express, Discover, JCB, and more

Credit Cards

e-Wallets

PayPal, Alipay, WebMoney,

and more

Direct Debit

ELV (Direct Debit Germany),

Direct Debit Netherlands, and

more

Cash Payment Slips

PayNearMe, Boleto Bancário,

PayEasy, Konbini, and more

B2C Bill Payment

Klarna, and more

Support

Customer (end user)

order-related support

Support at cleverbridge

Client Management

Client ServicesCustomer Support

Client account support Integration and other

technical services for

client

Commerce Assistant – client account setup and customer / transaction data

Tools and Integrations (support related)

OTRS – case ticketing and customer support email system

– client relationship records

OnTime – case ticketing (technical issues)

Message Direct, Strong Mail; and Parature (via Cazoomi) – email marketing

Service Level – Customer Support

Metric Goals

Average Speed Answer (AHT) < 30 sec

Service Level 90%/30 sec

Longest Delay <2% over 60 secs

Abandonment Rate (AR) < 5%

Average talk time (ATT) 180 sec

Call Quality 90%

• Email response time < 24 business hours

• Phone service level

(Service Level is displayed on cleverbridge.com)

• Over 50 customer support reps in Cologne, Chicago and Tokyo

– 7 Languages English, German, French, Italian, Spanish, Portuguese and Japanese

– Order related support Phone, email, fax, postal

– In-bound orders Phone, email, fax, postal

– Support reps adhere to client-specific policies

– Qualified customer support response within 24 hours of contact

– Less than 30 seconds average hold time for phone calls

– Operating hours on weekends and holidays

– 20 hour/day coverage

• Low customer to order contact rate (7% - 8%)

In-House Customer Support

Cultural Diversity

White

Hispanic

Black

Asian

Amerindian /Alaskan native

Native Hawaiian /Pacific Islander

Two or Morerace

Source: CIA World Factbook

German

Turkish

Greek

Italian

Polish

Russian

Serbo-Croation

Spanish

Japanese

Korean

Chinese

Other

USA Germany Japan

Language and Localization

Source: Building Keystones

Great Expectations

Source: Building Keystones

Japanese customers:

• Are quality-oriented

• Set high standard for products

• Want documents in Japanese

Not good at English language (or any others)

Shocked to see messages in English

• Have low computer literacy level is low

Surprised to see error messages

Quality Assurance in Japan

Specified Delivery Date and Time

28

5 time slots

6 time slots

Managing Customer Expectations in Japan

Not Busy Busy Very Busy

Mon Tue Wed Thu Fri

10:00 to 11:00

11:00 to 12:00

12:00 to 13:00

13:00 to 14:00

14:00 to 15:00

15:00 to 16:00

16:00 to 17:00

Avg. Waiting Time in Seconds 34 15 13 12 10

Monday, last week, the longest waiting time was 6:23 minutes. Other days it was 4:04.

29

Managing Customer Expectations in Japan

30

Self-Service

Key Take Aways

Key Take Aways

• Engage your community today for insights

• Customers expect results so deliver them with

a Smile!

• Use the Applications you love & know you can

integrate them

Q & A

Thanks and visit us in the

Demo Zone!