7 Sure-Fire Steps to a Successful Rollout
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Transcript of 7 Sure-Fire Steps to a Successful Rollout
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
7 Sure-Fire Steps to a Successful Rollout
Steve Adams – Fusebill CEO
October, 2013
Steve Adams,
Fusebill CEO
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
Presentation Agenda
1. Set Goals
2. Involve the Right Players
3. Make a Plan
4. Choose a system of record
5. Test offline
6. Deploy and Migrate
7. Follow-up
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
1 - Set Goals
Reporting and Analytics
Error Reduction
Systems Integration
Get to Market Faster
Streamline
Process
Rapidly Make
Changes
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
The goal is never “keep doing exactly what we are doing today”
But many implementation projects get stuck in this issue:
“That’s not how we do it today…”
Todays processes:• Evolved to solve yesterday’s problems• Are based on existing systems and limitations• Are part of the problem
Challenge yourself to think about what you want and need to support future growth.
Danger!
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
2 - Involve the Right People
Executive Sponsor drives the project and owns the vision
• Often leads the vendor selection process• Projects stall if she backs off too soon.
Billing Prime knows the nitty-gritty details • Often a knowledge gap between the
sponsor and the prime…• Better understanding of what goes wrong
Specialists for integration, Salesforce etc.
1. Executive Sponsor
2. Billing Prime3. Integrator4. Salesforce
expert (if applicable)
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
Plan
People
SystemsProcess
• Awareness• Training• Responsibilities
• Data Mapping• Integration• Testing
• Workflows• Success case• Failure Cases
3 - Make a Plan – Identify Impacts
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Planning via Use Cases
Document the 8-10 most critical activities• Customer signs up for free trial on website…• Sales Rep wins deal …• Client upgrades, or cancels…
Sketch out desired workflow and interactions• Who is involved? • What data needs to be moved between systems?
What are the exceptions to these workflows?• Large clients are treated differently (terms, process?)• Collections issues: Credit card fails, client doesn’t pay etc.• What are the policies? • What is the process? Internal and customer notifications, grace
periods…
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
4 - Establish a System of Record
System of Record is the ‘master’ owner of customer data
• Generally, but not always the billing system
Alternatives:• CRM system• Service delivery backend
The biggest problems arise when there is no clear master, or two masters.
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
Systems Integration
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5 - Test Offline
Create an implementation of your billing system offline
• No customer impact, no financial impacts
Mimic real-life behaviors as much as possible• API integration • Product catalog and price plans
Work through use cases end-to-end
Use for training and familiarity
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
6 - Deploy and Migrate
Start small• One product• New customers only
Monitor billing runs closely
Migrate only once there’s comfort with new customers
• Test migration process offline
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
7 - Follow-up
Closely review financials after 30 and 60 days
• Reconcile to cash
Review process more frequently• Identify training gaps quickly• Change process as needed
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
Typical Timelines
• Greenfield deployments – days
• Clear definitions – weeks
• Confusion or false starts – 90 days
www.fusebill.comCall Us at: 1-888-519-1425 Copyright Fusebill Inc. 2013. All rights reserved
Conclusion
Visit us at
www.fusebill.com
Thank You!
[email protected]: @fusebill