The document discusses Joyent's implementation of Zuora for subscription billing management. Some key points: - Joyent was previously using manual processes for billing that caused issues like a lack of visibility for sales into customer data. - They implemented Zuora to automate billing, integrate it with Salesforce and NetSuite, and provide a 360 degree view of customers. - This allowed Joyent to quickly expand their product portfolio within Zuora and improve the customer experience through their "My.Joyent" portal.

1. Unifying Sales & Operations to
Drive Scale
Laurel Reitman
VP, Business Operations

2. The Nine Keys to Subscription Success
$
PRICE
ACQUIRE
BILL
COLLECT
NURTURE
ACCOUNT
MEASURE
ITERATE
SCALE

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. • E-­‐Commerce
Sign-­‐Up
Integrated
with
SalesForce
and
Zuora
• Free
Trial
Subscrip=on,
Credit
Card
Authoriza=on
My.Joyent
E-­‐Commerce
Experience

10. Zuora
Billing
Management
• Billing
Opera=ons
managed
in
Zuora
• Zuora
account
linked
to
Salesforce.com
and
NetSuite
accounts

11. Salesforce.com
Visibility
• Sales
reps
see
Invoices,
Payments,
and
Subscrip=ons

12. 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

13. 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

14. Q&A
Thank
You!

15. Smooth Operator
Hobsons
Sid Ghatak
Vice President, Operations

16. The Nine Keys to Subscription Success
$
PRICE
ACQUIRE
BILL
COLLECT
NURTURE
ACCOUNT
MEASURE
ITERATE
SCALE

17. Agenda
• Introduc=ons
• Our
Challenges
• Selec=ng
Zuora
• Current
Status
• Expected
Benefits
• Lessons
Learned

18. Introduc?ons
• Who
is
Hobsons?
We
maximize
student
success
and
ins=tu=onal
effec=veness
to
create
the
world
changers
of
tomorrow.

19. Student
Success
30+%
of
freshman
reported
having
financial
problems
that
are
very
distrac=ng
and
troublesome.
2011
Na=onal
Freshman
Ajtudes
Report
–
Noel
Levitz

20. Ins?tu?onal
Effec?veness
➡ Enrollment
➡ Budgets
➡ Staffing
Accountability
Diversity/Equality
Comple=on

21. Our
World
• Cincinna=,
OH
• Arlington,
VA
• Oklahoma
City,
OK
• Oakland,
CA
• Vancouver,
WA
• London,
England
• Cheltenham,
England
• Melbourne,
Australia
• Sydney,
Australia
• Kuala
Lumpur,
Malaysia

22. Our
Divisions
Hobsons
K12
Higher
Educa=on
(HE)
Enrollment
Management
Services
Global
Sales
Asia
Pac
Central
Services

23. 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

24. 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

25. 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?

26. 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

27. Evolving
Subscrip?ons
Include
Time
Renewals
Changes
Mid-­‐
Term
Trigger
Dates

28. Integra?on
General
Ledger
Systems
Billing

29. Where
we
are
today
• Go
Live
in
12
days
• Ini=al
issues
with
implementa=on
• Zuora
services
recovered
well
• True
partnership
with
Zuora

30. Lessons
Learned
–
So
Far
• Understand
your
business
model
• Leverage
sales
cycle
• Document
requirements
• Monitor
the
handoff
• Prepare
your
data

31. Ques?ons?