Xplornet - Michelle Bourgoin, Director, Business Systems Zendesk - Mindy Lieberman, VP, Information Technology Learn about the Five Essentials for IT, when considering and deploying a subscription management platform. Hear from two senior IT leaders who have enabled their businesses to drive growth and thrive in the Subscription Economy.

1. Mindy Lieberman
VP, IT
Delivering Tomorrow’s C-Suite Backbone
The 5 Essentials for IT in the Subscription Economy

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

4. Company
Highlights
CUSTOMERS
30K+
INVESTORS
400+
EMPLOYEES
FOUNDED
2007
ORIGIN
Denmark
HQ
San
Francisco
SAN
FRANCISCO
LONDON
COPENHAGEN
MELBOURNE
DUBLIN
TOKYO
MADISON
MANILA
OFFICES
BERLIN
TOKYO

5. The
5
Essen@als
for
IT
in
the
Subscrip@on
Economy
EssenIal
#1:
Double
Down
on
the
Cloud

6. EssenIal
#2:
Q:
Who
is
now
in
IT?
A:
EVERYBODY.
The
5
Essen@als
for
IT
in
the
Subscrip@on
Economy

7. EssenIal
#3:
Be
the
best
at
IntegraIon
The
5
Essen@als
for
IT
in
the
Subscrip@on
Economy

8. EssenIal
#4:
PorXolio
Management
is
sIll
criIcal
Transform
Grow
Run
The
5
Essen@als
for
IT
in
the
Subscrip@on
Economy

9. EssenIal
#5:
Meet
the
New
Dream
Team
The
5
Essen@als
for
IT
in
the
Subscrip@on
Economy

10. PuFng
it
all
Together:
the
C-­‐Suite
Backbone
User
Product
Database
Sales
&
MarkeIng
Billing/Finance
Support/BI

11. Q&A
Thank
You!

12. Michelle Bourgoin
Director, Business Systems
Delivering Tomorrow’s C-Suite Backbone
The 5 Essentials for IT in the Subscription Economy

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

14. Who is Xplornet?
14
Satellite customers
Fixed wireless customers
Xplornet HQ – Woodstock, NB
Xplornet is a
national
Internet
Access
provider with
100%
coverage of
Canada’s rural
population
• Fixed wireless networks in 6 Provinces (NB,
QC, ON, MB, AB & BC)
• Satellite network covers all provinces and
territories

15. Xplornet
• Canadian
Company
Focused
on
Providing
Broadband
SoluIons
to
Rural
Customers
• Hybrid
Model
using
Fixed
Wireless
and
Satellite
Delivery
PlaXorms,
with
both
4G
and
3G
Technologies
• Leverage
an
Established
NaIonwide
Retail
DistribuIon
Network
• RelaIonships
with
Municipal,
Provincial
and
Federal
Governments
OUR
MISSION:
To
passionately
provide
innovaIve
Broadband
soluIons
to
rural
customers
at
work,
home
and
play.

16. Who is Xplornet?
Over
200,000
Customers
Over
1,000
Fixed
Wireless
Towers
(4G
and
3G)
4
Satellites
(4G
and
3G)
More
than
900
CerIfied
Professional
Installers
More
than
500
Dealers
500+
Employees
350+
Customer
Care
Centre
Staff
2
Bilingual
Call
Centres
in
AtlanIc
Canada
2
Corporate
Offices
in
Toronto,
ON
and
Woodstock,
NB

17. Billing
&
Payments
Partner
Portal
Customer
Portal
Email
Automa@on
Collec@ons
Network
Management
Systems
FWA
FWE
FWC
HTV
HTJ
KAT
KAH
Installer
Portal
Financial
Management
System

18. Collect
Lead
Sale
InstallaIon
Suspend
Cancel
Billing
&
Payments
The Xplornet Customer Lifecycle &
Zuora 9 Keys for Subscription Success
Support
-­‐ Upgrade
/
Downgrade
-­‐ Conversion
-­‐ Service
-­‐ Account
Management
-­‐ Work
Orders

19. Bill
&
Collect
Nurture
Price
and
Acquire
Collect
Lead
Sale
InstallaIon
Suspend
Cancel
Billing
&
Payments
Account,
Measure,
Iterate
and
Scale
The Xplornet Customer Lifecycle &
Zuora 9 Keys for Subscription Success
Support
-­‐ Upgrade
/
Downgrade
-­‐ Conversion
-­‐ Service
-­‐ Account
Management
-­‐ Work
Orders

20. Xplornet’s Top 4 Keys to Success
Xplornet
acquires
customers
across
mul1ple
and
diverse
channels,
including
our
own
Inside
Sales
Group.
A
complex
acquisi1on
strategy
including
numerous
service
delivery
pla?orms,
pricing
and
promo1ons
that
differ
by
region
and
programs
based
on
rela1onships
with
government
en11es
at
the
federal,
provincial
and
municipal
levels.
Acquire
One
of
the
core
values
of
Xplornet
is
a
customer
focus.
For
us,
this
means
7x24x365
availability,
the
ability
to
resolve
as
many
customer
calls
as
possible
on
the
first
call.
Nurture
Xplornet
is
in
a
high
growth
stage
will
con1nue
to
aggressively
expand
our
customer
base.
A
flexible,
agile
and
constantly
improving
and
performing
environment
is
the
backbone
for
suppor1ng
that
growth.
-­‐ Customers
on
Bill
Cycles
-­‐ Calls
in
Call
Centre
-­‐ Leads,
Sales
and
Orders
Daily
Installa1ons,
Up
Downgrades,
and
Conversions
Scale
Our
new
environment
allows
us
to
understand
and
improve
opera1ons
using
informa1on
in
near
real-­‐1me
every
day.
Our
C-­‐Level
execu1ves
have
access
to
reports
and
dashboards
that
allow
them
to
monitor
the
health
of
the
company
over
the
en1re
lifecycle.
Measure

21. Wrap Up
Xplornet
Customer
Lifecycle
and
“processes”
align
to
Zuora
9
essenIals.
Scale
and
agility
and
real-­‐Ime
integraIon
between
SFDC
and
Zuora
are
key
to
all
the
9
essenIals
and
specifically
acquiring,
nurturing
measuring
and
scaling.
Dashboards
are
customized
for
each
C-­‐Level’s
requirements
and
from
their
vantage
point.
Dashboard
views
are
customized
for
each
stage
of
the
order
to
cash
life-­‐cycle
–
similar
to
the
Zuora
9
EssenIals
“Process,
scalability,
agility,
flexibility,
visibility
and
efficiency
are
part
of
our
journey
-­‐
not
a
one-­‐1me
des1na1on
and
they
are
‘enablers’
to
our
ongoing
order
to
cash
success
of
which
a
scalable
cloud
solu1on
has
provided
the
backbone”.
Cathy
MacDonald,
Execu1ve
VP
–
Informa1on
Systems
and
Billing