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Video & Presentation: http://www.proformative.com/events/beyond-billing-getting-full-value-your-recurring-revenue-business In today’s cloud and mobile enabled business environment, an increasing number of enterprises are embracing recurring revenue business models, which drive greater revenues over time by focusing on customer loyalty. Making the shift however, requires that businesses look beyond simple billing and payment management solutions to better ways of managing the overall customer relationship or else risk lost profits and reputational damage. Join Jon Gettinger, Sr. VP of Marketing from Aria Systems to learn about the key capabilities necessary for getting the maximum return from a recurring revenue business model. Speaker: Jon Gettinger, Senior Vice President of Marketing, Aria Systems Presentation delivered at ProformaTECH 2014 - http://www.proformatech.com Track: Finance Technology Landscape | Session: 2
Citation preview
Beyond Billing Getting the Full Value from your Recurring Revenue Business
Jon Gettinger
SVP Marketing, Aria Systems
© 2014 Proformative
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Agenda
• About Aria Systems
• The Recurring Revenue Challenge
• Our Solution
• Q & A
All Contents © 2013 Aria Systems2
© 2014 Proformative
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InnovationsChannelBilling
BusinessIntelligence
Active Orchestration
MultipleDeployment Options
InventedCloud Billing
The Aria Story So Far
Leading Customers
Proven Team
All Contents © 2013 Aria Systems3
© 2014 Proformative 4
What does Aria do?
Aria Powers Recurring Revenue for the Enterprise
All Contents © 2013 Aria Systems
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What is Aria?
Aria is a Commerce Hub for Recurring Revenue
All Contents © 2013 Aria Systems
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Why Hub?
Hub (noun) - the effective center of an activity, region, or network
Hub = Services + Communications + Intelligence
That’s Aria, too!
All Contents © 2013 Aria Systems
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Companies Optimizing Value with Aria
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Aria Customer
Mastering Markets
Innovators use recurring revenue for strategic advantage
DelightingCustomers
Their customer’s satisfaction is fundamental to success
Believe in the Cloud Focusing on core competencies
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Key Trends in Recurring Revenue
• 10B+ devices (from 1B in 2000 – ITU, Morgan Stanley
• Consumer spending to grow by $5 trillion WW (double the previous decade) – McKinsey
• By 2015, 40%+ of media and digital-products companies will use subscription services for their fulfillment, billing, and renewals. — Gartner
Growth Trends Will Accelerate Growing Impact on Business Value
“Companies that are not offering subscription options as part of their product mix should put a priority on assessing the value of developing a subscription strategy.”
— Gartner “The next billion consumers are not another billion …”
— Growth Trends to 2020,Bain & Co
All Contents © 2013 Aria Systems
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Recurring Revenue Management
Portfolio of business strategies
Relationship centric approach
Impacts the entire business
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The Business Impacts of Recurring Revenue
Selling is Different
Managing Customersis Different
Reportingis Different
Innovation Increases
More support for customers
Regular adjustment to pricing and packaging
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© 2014 Proformative
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Odds are that isn’t all they need.
Companies Look to Billing to Solve Their Problems
“A billing system will solve our recurring revenue problem”
Single Customer View Solution
Opportunity Management
Solution
Billing System
Process CompletionSolution
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What Can Go Wrong
???
4 Key Aria Platform Design Principles
SOLUTIONS
Relationship Commerce
Unified Customer View
Adaptive Selling
ProcessOrchestration
Unparalleled Availability
Lack of scale, security,
robustness
Fragmented View of
Customer
Agility to react to and monetize opportunities
Revenue Leakage and process completion
Providing basic services like
billing
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The “Real” Recurring Revenue Challenge
Systemic Layer
Rev Rec
AccountingBilling ERP
Taxes Fin Ops Communications
CRM ProvisioningeCommerce
Reporting
Organizational/Functional Layer
Finance Customer ServiceSales Marketing IT
C U S T O M E R R E L AT I O N S H I P T I M E L I N E
Event 1 Event 2 Event 3 Event 4 Event 5 Event 6
• Hundreds of events to manage • Many services that must be provided• Existing systems that must be integrated• Quick turnaround for strategy changes
All Contents © 2013 Aria Systems
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Billing Re-Imagined
Relationship Commerce
ActiveOrchestration
EnterpriseCloud
Adaptive Selling
Single Customer
View
All Contents © 2013 Aria Systems15
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Aria’s Magic: Keeps The Customer in Focus at All Times
• No Fragmentation, ever
• Customer information updated in real time across your recurring revenue business
• Available to all stakeholders
• Scale out to millions of customer
Sales
Service DeliveryFinance
Customer Support
BRAND DAMAGEAria keeps customers happy and coming back for more
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© 2014 Proformative
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Relationship Commerce
• Many ways for customers to connect with products
• Subscriptions, Usage, Tiers etc.
• Acquire & Process Revenue
• Billing, Invoicing, Payments, Taxes, RevRec, FinOps Support
• No Vendor Lock In
• Use our services, our partners or connect to your existing components
Relationship Commerce
ActiveOrchestration
EnterpriseCloud
AdaptiveSelling
Single Customer
View
Because Billing Doesn’t Happen in a Vacuum!All Contents © 2013 Aria Systems
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© 2014 Proformative
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Active Orchestration
Relationship Commerce
ActiveOrchestration
EnterpriseCloud
AdaptiveSelling
Single Customer
View
Orchestration for the entire customer lifecycle
• Intelligent Communication
• Real-time push response to events
• Communicates when events occur
• Data Management
• Synchronize information between systems
• Process Automation
• Touchless processes
• Include Workflows
• No Revenue Leakage
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Adaptive Selling
Relationship Commerce
ActiveOrchestration
EnterpriseCloud
AdaptiveSelling
Single Customer
View
Never Miss an Opportunity to Sell (or save) a Customer
• Identify opportunities in your customer data.
• Test and deliver offers based on events
• Introduce new products quickly
• Make pricing adjustments on the fly
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Enterprise Cloud
• Secure: PCI Level 1
• Role based access controls
• Complete Audit Trails
• EU Safe Harbor
• Reliability
• LiveRelease
• Disaster Recovery
• Active Failover
• Geo Diverse Data Centers
• Deployment Options: Multi Tenant Private Cloud, Single Tenant Private Cloud and On Premise Pod
Relationship Commerce
ActiveOrchestration
EnterpriseCloud
AdaptiveSelling
Single Customer
View
Aria Meets Highest Standards of Service Quality, from the cloudAll Contents © 2013 Aria Systems
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© 2014 Proformative
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Intel : Multi Phase Launch
Project OverviewIntel turned to Aria Systems’ commerce hub to manage their over-the-top subscription service to deliver TV content to consumers.
includes Ad-Supported, Free, and Premium Channel plans
sold in monthly based recurring intervals and users have capability to download/watch nearly 8,000 Videos on Demand (VOD)
Current Project StatusPhase one ‘Friends and Family’ launch in mid December 2012 – intel launched the new service to a small “friends and family”’ audience. From Kick-off to launch the implementation was just over 2 months.
Phase two launch ‘targeted marketing areas’ late March 2013 - San Francisco, CA, Chandler, AZ, and Portland, OR.
Deciding FactorsRobust API layer that talks to the myriad of applications that Intel has internally (SAP, provisioning systems, Salesforce.com, ADP Taxware, etc.)
Understanding of the business use cases (big differentiator), and our expertise and knowledge in the Enterprise space with companies supporting a large number of end customers in a B2C model.
The professionalism and knowledge demonstrated by the Aria team, during the entire sales process
Erik Huggers, Corporate Vice President and General Manager of Intel Media and a member of Intel’s Management Committee. Prior to joining Intel, Erik was the Director of BBC Future Media & Technology and a member of the BBC's Executive Board.
Key Stakeholder
© 2014 Proformative
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Verizon : Enabling Disruptive Technology
Project OverviewVerizon Terremark turned to Aria Systems to support recurring revenue management for a net new B2C Platform as a Service initiative. Verizon did an internal evaluation of 59 existing billing systems but ultimately chose Aria Systems. The engagement included Aria Private Suite and 1000 hours of professional services.
Current Project StatusContract signatures were executed in mid December 2012
Go-Live September 30th - Scope includes 26 – 28 different currencies, integration with cybersource, vertex, and a homegrown CSR Portal.
Deciding FactorsEnterprise Grade Architecture
Unified Channel Billing – Aria Systems proprietary technology enabling our clients to maximize their channel strategy.
A true robust API layer
Consultative approach to the sales process including a devoted resource for testing.
Technical backend – decision was made almost exclusively by IT. There was very little input from the business side.
Kevin Clarke, VP Cloud Platform EngineeringPrior to joining Verizon Kevin spent time at EMC and Sun Microsystems
Key Stakeholder
© 2014 Proformative
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VMware : Expansion Through Success
Land & ExpandVMware Go -> CloudFoundry ->Virtual Private Cloud ->Subscription Delivery Platform
VMware SDP - VMware turned to Aria Systems to support their subscription delivery platform. This is VMware’s first direct foray into Cloud Services, expected to generate over $1B in sales in 2014 for all their cloud offerings, all running on Aria.
Current Project StatusPhased rollout requiring implementation engagement into 2014
The initial rollout (Phase I) included over 700 plans and includes usage services and contracts on accounts. VMware required that the entire sales relationship be housed in Aria, to accommodate their business process.
The initial product being launched is called vCloud Hybrid Service. The platform that supports vCloud Hybrid Service will also be the platform as other PaaS providers come online as VMware builds out its product offering.
Deciding FactorsEnterprise Grade Architecture
Unified Channel Billing – Aria Systems proprietary technology enabling our clients to maximize their channel strategy.
A true robust API layer
Parent Child Account Hierarchies
Technical backend – decision was made almost exclusively by IT. There was very little input from the business side.
Bill Heil, CBW (Chief Bottle Washer)Prior to joining VMware Bill was CEO at Kestrel Partners and President and COO at Webex
Key Stakeholders
Sindy Braun, VP, New Product Introduction and Strategic Program Management at VMware
© 2014 Proformative
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The Aria Difference
Make More Money• Optimizing the lifetime value
of customer relationships
• The business is growing and valued by Wall Street
Keep Customers Engaged• Delivering a consistent
high quality customer experience
• My information always presented in context
Easily Manage• It’s in the Cloud!
• Pushes Information
• No rip and replace
Relationship Commerce
ActiveOrchestration
AdaptiveSelling
Single Customer
View
EnterpriseCloud
Solves Big Problems• Handles scale and complexity,
security, reliability, compliance
• High Performance Operation
All Contents © 2013 Aria Systems24
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Thank-you
© 2014 Proformative
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Q&A