Community Platforms & Subscription Billing tools – An Overview

June 21, 2013

Agenda

Social network Vs Online Communities

The Big Picture – Social Media Ecosystem

Online Communities – Forrester Wave

Defining the context

| © 2013, Cognizant2

Social Networks Vs Online Communities

| © 2012, Cognizant3

Relationship as Ends Relationship as Means

Emerging relationships around Common InterestsExisting relationships

Limitless relationships Limiting relationships – Evaporative Cooling Effect

Networked Nested

| © 2012, Cognizant4

The Big Picture

Community Platforms – Forrester Wave

| © 2012, Cognizant5

INTTRA is envisioning an online business community for our Freight Forwarders

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Private Community: Registration by invitation only

Primary Users: Freight Forwarders within the INTTRA network

Primary Focus: Ocean shipping; over time may include the entire value chain and other transportation modes

Key Features Basic Community Features (Blogs / Groups, Member Directory, Content etc.)

Value Add Features (Ask an Expert, Get certified, Launch INTTRA products, Buy additional products / services)

Be the entry point for all things INTTRA Be integrated with INTTRA products

Defining the context

Jobs to be done

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Get Answers

Find experts in specific fields (e.g. Customs in Philippines)

Learn from collective experiences Ask questions to specific problems

Get Information

Latest Ocean Shipping Industry News Research Reports Industry Articles

Solve a problem

Get in the know

Award and Gain Trust

Find vendors/partners around the globe

Review partners based on business experience

Link agencies / personnel together

Get Access to a

Marketplace

Buy additional software and services (INTTRA and vendor partners)

Get product documentation & support Get deals and promotions

Build a network of trusted business

partners

One stop shop to buy & sell tools and

services for ocean shipping

Benefits will vary for different roles within the freight forwarder organization

Value Drivers for the Community

Increase market share

Diversify revenues

Increase customer intimacy

Reduce costs

Increase volume of transactions through INTTRA

Better package products Improve brand perception Increase speed to market

through product innovation and adoption

Know your customers better Increase stickiness with

customers Increase customer

satisfaction

Increase upsell/cross-sell Attract alliance partners Monetize data

Reduce customer service costs through self service

Reduce cost of sales through lead generation

I D

DD

I

D Direct linkage to community

Indirect linkage to community

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Identified capabilities linked to the value drivers

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Reduce CostsCu

stom

er In

timac

yDiversify Revenues

INTTRA ID Full Transparency Basic Community Features Speed to Knowledge Content Lifecycle Rating System

Ask an Expert Self Service

Certification Automated Billing Automated Contract Approval Marketplace

Value Drivers

Increased Market share

Guiding Principles of the Community

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The community is about our customers,

not INTTRA

Launch quickly and build capabilities as per the

community needs

Make the community simple and easy to use

All community access should be through

registered users X

Start showing revenues in 2013

Community platform vendors

| © 2012, Cognizant

• Founded in the year 2001 • Positioned in the Leaders Quadrant of the Magic Quadrant for Social CRM• True SaaS solution with strong focus on Social Customer Experience• Lithium Social Support Communities have won industry accolades and recognition• Leading customers include BT, AT&T, Skype, Cisco, Verizon

• Founded in the year 2001• Positioned in the Leaders Quadrant of the Magic Quadrant for Social CRM• Robust Community Platform with SaaS and On-Premise Solutions• Strong Ecosystem of Implementers and Developers at Jive Apps Market• 635 Enterprise Jive Engage Platform customers, including SAP AG, HP, T-Mobile

• Founded in the year 2002• Online Community Software with strong focus on B2B products and services.• Ideal Platform for Mid-sized and Enterprise-level businesses & User Groups• SaaS solution with secure file-hosting done through Amazon S3• Leading customers include VMware, Firehouse Software

• Used as a back-end system for at least 2.1% of all websites worldwide • Free social business suite based on powerful content management frameworks Drupal• Open source –Cost effective alternative to proprietary social business software • Acquia Ranked No.1 Software Vendor -2012 in US in the 31 st Annual Inc. Report• Successfully deployed communities for Twitter, Mercedes Benz, E-Bay

• 30 million Joomla downloads as of 2012• Free social business suite based on powerful content management frameworks Joomla• Open source –Cost effective alternative to proprietary social business software • 160000+ Strong community of Joomla Users• Positioned as powerful add-on which turns Joomla CMS into social networking site

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Our approach to product fitment

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Features / functionalities offered

Product Fitment

Technology Fit

Functional Fit

VendorProfile

Cost FitOne time and ongoing

costs

Ease of implementation and integration etc.

Market reputation, list of existing clients etc.

Functional Fit

TechnologyFit

Cost Fit

Vendor Profile

Basic Community Tools Content Management Member & Content Search …

SFDC Integration Standards based Arch Scalability …

Licensing Cost Implementation Cost Cost of customizations …

Year Established # of Clients Industry Mentions …

30 %

30 %

30 %

10 %

Final Product Fitment Score

Dimension Evaluation Parameters Weightage

Community platform evaluation criteria

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Community platform vendor scoring summary and recommendation

We recommend to go with an open source Community• Open Source and hence

the cheapest option with practically no licensing and maintenance cost

• All the functional features that are present in the enterprise solutions like Jive, Lithium and Socious can be developed in Drupal

• Sales Force integration, scalability of user and integration with enterprise database can be achieved by developing the portal with Drupal

• Drupal & Joomla have been successfully used in communities across businesses

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Vendor Selection- Summary

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COMMUNITY PLATFORM Enterprise solutions satisfy both the functional as well as technical expectation for

INTTRA in terms of out-of-the-box solutions Enterprise solutions are not cost effective owing to their high licensing and support

cost Open source on the other hand allows a lot of customization and its easy to build the

community with the features needed by INTTRA Open source solutions are cheap with no licensing/support cost

SUBSCRIPTION PLATFORM No suitable open source solutions available for payment and subscriptions The enterprise solutions considered for evaluation satisfy both the functional as well

as technical expectation for INTTRA in terms of out-of-the-box solutions Enterprise solutions have necessary regulatory features like PCI compliance The evaluation also considered the revenue recognition as one of the key offerings of

the platform

| © 2012, Cognizant16

Understanding Subscription Billing

End of Period Recurring

Internet Merchant Account

Basic Terms

Payment Gateway

Revenue Recognition

Subscription platform vendors

| © 2012, Cognizant

• Founded in the year 2009• Recurring Billing Platform requiring Merchant Bank Account externally• Supports variety of payment gateways including Braintree payments and PayPal• PCI DSS Compliant. Supports data portability.• Simplicity in pricing and integrating the recurring billing solution

• Founded in the year 2006.• Offers industry specific revenue billing solutions in the market• Online subscription billing and management platform with broadest set of customization

and configuration options• Subscription Management Platform covers the entire gamut of Billing, Finance & Commerce • Leading Customers include Box.com, Pearson, TATA Communications, DELL, TATA

• Founded in the year 2009• Rated 13th Fastest Growing Company in North America since 2006• Multicurrency pricing + Paypal Support + Hosted Subscription Order pages• Supports Subscription + traditional billing via Fast Spring E-Commerce• Online Advertising Tracking & Google Analytics Support

• Founded in the year 2009• Offers API + Web-hooks managing subscription management• Strong partner ecosystem of diverse billing services offered via partnerships• PCI DSS Compliant. Supports Data Portability• More than 1000 customers. Significant ones include Scribd,Formstack,Opscode,Panda

• Founded in the year 2007• Supports Subscription + traditional billing across mobile & web platform• Accepts payments in 130 + currencies worldwide • PCI DSS Compliant. Supports Data Portability + Vault storage for customer data• Offers tailored pricing plans for high volume businesses

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Functional Fit

TechnologyFit

Cost Fit

Vendor Profile

Subscription Plan Management

Revenue Recognition Shopping Cart …

SFDC Integration Ease of implementation Data portability …

Licensing Cost Implementation Cost Cost of customizations …

Year Established # of Clients Industry Mentions …

30 %

30 %

30 %

10 %

Final Product Fitment Score

Dimension Evaluation Parameters Weightage

Subscription platform evaluation criteria

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Subscription platform vendor scoring summary and recommendation

We recommend to go with Zuora• Zuora provides most of the

key functional features that are required for INTTRA’s community

• Sales Force integration, scalability of user and integration with enterprise database can be achieved using Zuora

• Zuora is been used as a subscription platform by many big customers

• Zuora is an enterprise solution and hence does not come cheap. It has both set up and maintenance cost that is dependent on the transaction volume

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