Mindy Lieberman VP, IT

Delivering Tomorrow’s C-Suite Backbone The 5 Essentials for IT in the Subscription Economy

The Nine Keys to Subscription Success

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PRICE   ACQUIRE   BILL   COLLECT  

NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  

Company  Highlights   4  

CUSTOMERS  

30K+  INVESTORS  

400+  EMPLOYEES   FOUNDED  

2007  ORIGIN  

Denmark  HQ  

San  Francisco  

SAN  FRANCISCO  

LONDON  

COPENHAGEN  

MELBOURNE  

DUBLIN  

TOKYO  

MADISON  

MANILA  

OFFICES  

360+   BERLIN  

TOKYO  

The  5  Essen@als  for  IT  in  the  Subscrip@on  Economy  

 EssenIal  #1:   Double  Down  on  the  Cloud  

EssenIal  #2:   Q:  Who  is  now  in  IT?  A:  EVERYBODY.  

The  5  Essen@als  for  IT  in  the  Subscrip@on  Economy  

 

EssenIal  #3:   Be  the  best  at  IntegraIon  

The  5  Essen@als  for  IT  in  the  Subscrip@on  Economy  

 

EssenIal  #4:   PorXolio  Management  is  sIll  criIcal  

Transform   Grow  

Run  

The  5  Essen@als  for  IT  in  the  Subscrip@on  Economy  

 

EssenIal  #5:   Meet  the  New  Dream  Team  

The  5  Essen@als  for  IT  in  the  Subscrip@on  Economy  

 

PuFng  it  all  Together:  the  C-­‐Suite  Backbone  

User   Product  Database  

Sales  &  MarkeIng  

Billing/Finance  

Support/BI  

Q&A  

Thank  You!  

Michelle Bourgoin Director, Business Systems

Delivering Tomorrow’s C-Suite Backbone The 5 Essentials for IT in the Subscription Economy

The Nine Keys to Subscription Success

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PRICE   ACQUIRE   BILL   COLLECT  

NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  

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

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.  

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  

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  

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  

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  

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

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