Extending Your Zuora Platform

Preview of latest technology that adds more capabilities

to Zuora Core Products

Lukasz WeberProduct Manager, Zuora

Extending Your Zuora Platform

Preview of latest technology that adds more capabilities

to Zuora Core Products

Lukasz WeberProduct Manager, Zuora

welcome

page02

Subrata Mukherjee, VP Product Management

The Economist

GoalsWhy the Economist considered this initiative

Goalsfor this initiative

page04

Customers would gain better experience and are more satisfied

Accurate Access across

platforms

Self helpSmoother service

Better looking personalized content, emails & targeted Ads

More product and payment

options

Goalsfor this initiative

page05

Marketing can make a wider portfolio of products available with superior customer services

Less time spent on Customer access & fulfillment issues

Better segmentation & tracking

Targeted messaging gaining attention

Wider portfolio of products with quicker time to

market

Goalsfor this initiative

page06

Best of breed solutions within

platform

Digital solutions could focus on building a digital ecosystem and become a driver for growth

and efficiencies

Cleaner central master dataBetter targeting, insights & reports

Service oriented Architecture enabling &

smoother integration

Goalsfor this initiative

page07

The Economist Group as a business will gain cost efficiencies and become leader in digital

enablement

Become Industry leader in subscription best practices and gain

from relationships with industry leaders

Cost savings by replacing existing systems & partners, better financial

reconciliation and better Brand commitment with Customer centric

processes

guidelinesfor our discovery

page08

Technical Suitability

?

• Solution Completeness/Fit• Vendor Product Roadmap• Architecture Deep Dives• Support/Maintenance Considerations

Manageability?

• Manage scope• Initial Prioritisation/Value• User Stories• Functional Deep Dives

Affordability?

• Cost Negotiation• Effort breakdown• Total cost of ownership• Long term Support staff

Deliverability?

• Implementation approaches• Mapping delivery to

requirements• Customer References• ConfidenceCapability

?• Domain knowledge• Similar project• Team experience• Forward looking

vision

Discovery

Our journeyHow The Economist went through the journey

Discovery extended

June 2014

14 Front end added to the mix to tackle lack of front end skills

The EconomistCASE Selection

page010

Discovery phase

May 2014

10 Subscription Partners identified based on Industry reports and market

research

our 20 month

journey

Feasibility phase

Aug 2014

Felt one partner did not have it allCame around to the idea that we needed to

assemble a pair of Front end with back end partners who understood the publishing business

Formed two partnerships pairs

page011

Jul 2014RFP Phase

7 Partners in each bucket2 week response period with 100+

questionsFocus was on how much was “out of the box”, how much “configuration” and

how much “customization”

The EconomistCASE Selection

Elaboration phase 1

Nov - Dec 2014

Elaboration workshops were conducted with Vendor M and we realized our revenue recognition

models and CPQ would be difficult to replicate without customization.

Back to the drawing board

page012

Sep-Oct 2014Awareness Road show

Each pair participated in two sessions – business and a technical presentation

A panel of about 10 executives voted on a dozen different parameters. Scores were tied

at the end with no clear winner. Price tag broke the tie

The EconomistCASE Selection

Elaboration phase 2

Jan-Apr 2015

Elaboration workshops were conducted with Vendor H

We met with three Solution providers and the implementation costs were wide in range. From $800K to $3M, which caused un-certainity at

steering level

page013

Jan 2015Elaboration phase 2

Instead of going back to the other pair, we went back to see if any possible pairs were

missedVendor H came back with better offering and

that they have paired with Vendor Z at a telecom project.

Decided to pair Vendor H with Vendor Z

The EconomistCASE Selection

Elaboration phase 3

June 2015

Elaboration workshops were conducted with Novactive who is our implementation partner for eZpublish and a elaborate fully functioning demo

was organized to show some key use cases.

Contract signed for EZPublish work to begin

page014

May 2015Delivery approach changed

Since the price did not work for the entire package out we decided to phase the project – first tackle the eCommerce and front end and

then tackle the subscription management platform

EzPublish was selected and we went back to the possibility to consider one of our

original pairs

The EconomistCASE Selection Its

happening folks!

Elaboration phase 4

Aug – Nov 2015

We came up with about a half dozen proof of concepts encompassing our most complicated use

cases

Our Customer Services firm had concerns on Zuora due to the number of steps in the B2C

subscription management flows and we did a gap analysis for each crucial step.

All POCs were solved with one-click orchestration flows

page015

July 2015Zuora signed with terms

We were confident that Zuora had potential to solve all of our business challenges but we were adamant that we did not want to invest

in complicated revenue recognition customizations

Zuora took up the challenge and decided to invest in their platform to upgrade their

offering. We agreed on the acceptance criteria

The EconomistCASE Selection

The real journey begins…

Jan 2016

Team formed and an Agile project schedule created factoring in the prioritization provided by a cross

functional team

page016

Dec 2015Extension platform bornZuora invested in their platform to build an

extension platform to address similar needs from customers

Will allow Zuora to build out-of-the-box functionality for some without impacting all

others. The Revenue recognition package is one of the first in that platform

The EconomistCASE Selection

OutcomeWhat products and services we ended up with

Best of breedecosystem

page018

Master Data

CRM

EcommerceBuyer flow, Payments, CMS templates

Access controlPaywall, metering, Entitlements

Economist Website & Mobile / native AppsCustomer Services

CSR & Self Service

Print Fulfillment

Business Intelligence Data Warehouse, Insights & Reports

Communications Email & push notifications

Subscription ManagementRenewals, Revenue Recognition

Best of breedplatforms for business growth

page019

Master Data sourceSegmentation toolCustomer Service toolCall center scriptsKnowledge center

In-bound & Outbound telemarketingAgent & offline order processingLabel run managementDistribution managementLetter shop mail processing

Sales Management toolJourney Builder toolTemplate building toolBuyer flowsMy Account portalRegistration / activation pagesPaywall & Regwall toolPersonalized paywallsA/B & Multivariate testingOrder metrics & tracking

Transactional emailsRenewal emailsNewsletter personalization toolPush notification toolData cleansing & de-dupingAddress & email verification

Circulation & ABC ReportingBusiness intelligenceMetricsRevenue & Sales Forecasting

Subscription managementCredit / debit card processingAlternate / regional paymentsEarned & Deferred revenueTaxation, VAT, Cash managementMonth / Qtr / Yr end closingCloud infrastructureIntegration hub Canonical modelLogin & Single signonEntitlements management

eCom

mer

ceCR

MCo

mm

unic

ati

on

Subscriptions

Access ctrlFulfilm

entBI

Revenue recognitionIssue based

page020

Setup Products

Select Revenue Model & Rules

Upload Publication Calendar

Revenue Milestones &

Schedule

Transaction Reporting & Accounting

Customer Service

Z-Billing Z-Payment Z-Finance

Salesforce

Zuora

Revenue-Impacting Events

(e.g. Cancel/Refund)

Zuora PlatformPreview of latest technology that adds more

capabilitiesto Zuora Core Products

Lukasz WeberProduct Manager, Zuora

INTRODUCING ZUORAA prospect-to-cash solution for relationship-centric enterprises

SUBSCRIBER MANAGEMEN

TCross-sell,

upsell renewals,

360 sync, self service

PRICING & PACKAGING

Pricing, Bundling,

Entitlements

QUOTING

Configuration, Guided-Selling, Rules Engine

BILLING

Rating, Invoicing, Taxation

PAYMENTS

Offline & Online

Payments, Credits,

Adjustments

Integration. Scalability. Reliability. Security. Compliance. Extensibility. App Marketplace. Platform

REVENUE

Revenue Recognition, Accounting Close, GL

Integration

REPORTING & ANALYTICS

Report builder,

Dashboards, Segmentation, Predictive

Platform

GL CPQCRM Tax And more

DATA CONNECT FRAMEWORK

ORCHESTRATION SERVICES

APPLICATIONS & RBM CONNECT

APIs

Built on Amazon Web Services

DATA CONNECT FRAMEWORK

DATA MAPPING

CONFIGURABLE SYNC ENGINE

BATCH or REAL-TIME SYNC

EVENT IN ZUORA NOTIFICATION

Email or API

New sign-up Provision serviceInvoice sent Send invoice

Payment overdue

Send alert

Gmail Now

Hi there, welcome to Cloudstream! Login now.

G m a i l N o w

Your invoice is now ready 📝

G m a i l N o w

You have an overdue payment!

ORCHESTRATION SERVICES

RBM CONNECTPre-built apps to meet every need

ApplicationsExtensions overwrite or extend existing Zuora capabilities

Zuora Capabilities

Core Zuora Objects

Today, custom solutions are built outside of Zuora

Customizations

An extensive library of core

objects

Zuora capabilities

spreads across multiple objects

Zuora Capabilities

Core Zuora Objects

Tomorrow, extensions can be built directly on the Zuora platform

ExtensionsExtend existing capabilities or add brand new functions

Rating Extension

Pricing Charge ModelCapabilities

Core Zuora Objects

How extensions workRating extension example

Extension Logic

Meta Data

Data StoreWhich values are assigned based on the logic?What attributes do I need to collect in Zuora?

Capabilities have pre-

existing functions

other functions

new aggregation

logicnew rate

calculation

rate calculation

rate calculation

aggregation logic

aggregation logic

Add any number of extensions to supplement core Zuora capabilities

Zuora Capabilities

Core Zuora Objects

rating extension

revenue recognition extension

tax engine extension ...

What does this mean for you?

● Minimal footprint● Upgradable● Consistent user experience● Leverage Zuora’s secure & scalable hosting infrastructure

Zuora Platform TimelinesIn Development

Notifications on any EventService for publishing events, and service for notifications on any event (starting Q3)

PlannedUniversal Data Connect Service for extracting any Zuora data in batch and real-time and framework for connectors for CRM, ERP (starting Q4 for SDFC Sync, additional connectors in 2017)

BacklogRBM Connect Hosting Hosting for RBM Connect applications and specific extensions such as tax engines

Check out Zuora Academy for more great info and actionable advice.

All the info you need to build and run an amazing subscription business.

https://www.zuora.com/academy/