flexing sugar platform: session 5: you can bill for that: enriching the value of sugarcrm
DESCRIPTION
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.TRANSCRIPT
You Can Bill For That: Enriching the Value of SugarCRM
Flexing Sugar Platform
Chris Couch
COO, Transversewww.tractbilling.com
04/09/2023 ©2012 SugarCRM Inc. All rights reserved. 2
Tweet: #SCON12
MY BUSINESS IS MORE THAN SUBSCRIPTIONSI measure and charge my
customers based on how they use my products and services.
I NEED MORE STABLE REVENUE STREAMS
My revenue stream based on subscriptions alone have stalled
and are being cannabalized.
I’M LOSING CUSTOMERS TOMY COMPETITION
Competitors can be more creative and move more quickly
than I can.
MY BILLING IS TOO COMPLEX
Billing based on activities forces me to use my current system
inefficiently.
MY BILLING PROCESSIS ERROR PRONE
Billing complexities force manual
entry, errors and lost revenue.
SOUND FAMILIAR?
Tweet: #SCON12
Tweet: #SCON12
BILLING 3.0: RELATIONSHIPS + ACTIVITIES
Billing 3.0 starts with knowing your customers.
Some call it subscriptions but its more than that. It’s personal.Build a lasting relationship.
watch videoslisten to musicread booksstatus updatesshoppingdatingbanking
talksearchemailsdownloadsclickstweetblog posts
Tweet: #SCON12
RELATIONSHIP + ACTIVITY (BILLING 3.0)BUSINESS MODEL EXAMPLES
Tweet: #SCON12
One-Time Fee for Subscription
Normal Activities: • Per minute (up to
hourly & daily Maximum)
• Additional per mile after a threshold
Infrequent Activities:• Penalties• Assessments
SUBSCRIPTIONS AND ACTIVITIES
Tweet: #SCON12
Entitlements: • Allowance of
articles• Authorized
user
Multiple subscription options: Different products / packages
SUBSCRIPTION WITH LEVELS + ACTIVITIES + ENTITLEMENTS
Tweet: #SCON12
ACTIVITY-BASED BILLING PROCESSES
Tweet: #SCON12
Revenue Opportunities
Com
ple
xit
y
subscriptions
activity management
entitlements
personalization
ELEMENTS OF ACTIVITY-BASED BILLING
Tweet: #SCON12
ORDER-TO-CASH & ACTIVITY-TO-CASH PROCESSES
ANALYTICS
Tweet: #SCON12
ACTIVITY-TO-CASH PROCESS
Activity Management- Entitlements- Advice of charge- Access Eligibility- Check Balance
Rating & Charging- Receive Event(s)- Void/Reverse Event- Rate Event- Update Allowances- Update Pending Charges
Collections- Late Payment, Fees &
Penalties- Suspend
Service/Account- Age Account Balances- Perform Actions- Post G/L Transactions- G/L Aggregation
Billing & Invoicing- Rerate Activity- Mark Events As Invoiced- Update Roll Over Allowance
Payment Processing- Update Pre/PIA Balances- Vouchers- Lock box files- Manual Payments- Auto-payments- Update Balances- Retry Handling
Tweet: #SCON12V1.1
ACTIVITY-TO-CASH FUNCTION
Resource Tracking- Resource Categories- Quarantine Policies- Import/Create Resources
Price Plans- Activity Charging Rules- Reference Tables- Rate Tables- Complex Usage Rules (xlsx)
Usage Policy- Allowances- Roll Over
Policy- Override/
Append
Billing Management- Bill Runs- Verification & Approval- Invoice Distribution- Invoice Templates
Customer Care- Manage Balances- Service Credits- Service Inquiry / Change / Renewal
Payment Management- Payment Gateways- Payment Terms- Late Payment Fee Rules- Error & Retry Handling
UsagePolicy
ResourceTracking
PricePlans
PaymentManagement
BillingManagement
CustomerCare
Tweet: #SCON12
Order
ORDER-TO-CASH
Validate Credit Card
Charge Signup Fee
Accept Order
Notify warehouse
Ship out access card
Welcome Notice
Aggregate payment information
Extract GL aggregation to Accounting System
Sign Up
Marketing/Sales
• Personal Information• Username / PIN• Driver License• Credit Card
• Pay-on-Purchase• Cash
Tweet: #SCON12
ACTIVITY-TO-CASH
Verify customer account
Drive car from A to B
Car sends activity event
Accept activity event
Calculate charge for drive
Assign charged event to user-by access
card
Swipe access card
Activity(Drive)
Reserve the car
Entitlement
Charge Credit Card
Send Invoice to Customer
Aggregate payment information
Extract GL aggregation to
Accounting System
Create Invoice
Daily Invoice: assemble all charge
records
Cash
1 2 43 5 76Drive
Billing Example
Drive Drive
Invoice 1 Invoice 2 Invoice 3
Tweet: #SCON12V1.1
CHALLENGE: SETTING UP ACTIVITY PRIING AND RULES
Tweet: #SCON12
Unbilled Charges
Signup
Activities
Activity Details
CHALLENGE: CUSTOMER CARE IN BILL CYCLE
Tweet: #SCON12
CHALLENGE: SHOWING ACTIVITY ON INVOICES
Tweet: #SCON12
”
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
BILLING 3.0: WHY IT MATTERS TO YOU
”
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
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 Activities
Tweet: #SCON12
ACTIVITY-BASED BILLING: SHOW ME THE MONEY
Increase your bottom line.
See your customer’s activities in real-time to create new revenue streams and identify critical market trends.
04/09/2023 ©2012 SugarCRM Inc. All rights reserved. 23
Submit Session Feedback
Select the SugarCon Mobile App: 1) Tap on this session2) Tap on survey3) Submit your feedback
*Prizes for attendees who submit session feedback using the Mobile App
04/09/2023 ©2012 SugarCRM Inc. All rights reserved. 24
#SCON12